23LE02

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 9, 2023
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators
CUSTOMER SUPPORT PROGRAM 23LE02
Multiple Models and Model Years
Denso Low Pressure Fuel Pump Class Action Settlement
Please note that direct marketing of this Customer Support Program is strictly prohibited
(Warranty Policy No. 5.22). Non-compliance with this policy may result in a claim debit.
All parts replaced for this repair will be subject to parts recovery and warranty parts inspection.
On December 20, 2022, a settlement of claims for certain low pressure fuel pumps was approved by the federal court. The settlement
includes Lexus’s agreement to provide a Customer Support Program for certain 2015-2020 model year (MY) vehicles that were not
previously involved in a Safety Recall or Special Service Campaign related to the low pressure fuel pump. The purpose of this Customer
Support Program letter is to help clarify how to administer this coverage in accordance with the settlement.
This is NOT a recall or a service campaign, but is provided to reassure owners that Lexus stands behind the reliability of our vehicles. Please
ensure that involved staff members thoroughly read and understand the documents relating to this CSP (e.g., the Dealer Letter, the TSB, etc.).
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the low pressure fuel pump on the involved vehicles. The specific
condition covered by this program is defects in the material or workmanship of the low pressure fuel pump. If the condition is verified, the
vehicle will be repaired with a new low pressure fuel pump under the terms of this Customer Support Program.
•
This coverage will be applicable for 15 years from the date of first use, regardless of mileage.
This coverage is for work performed at an authorized Lexus dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.
Covered Vehicles
2019-2020 ES 300h
2015-2017 GS 350
2015-2016 IS 350
2015-2020 NX 200t/NX 300
2019 UX 200
2018 ES 350
2015-2019 GX 460
2015-2020 LX 570
2015-2017 RC350
There are approximately 366,100 vehicles covered by this Customer Support Program. Approximately 1,800 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Owner Notifications were mailed to owners by the court appointed Settlement Notice Administrator during the period from September 22,
2022 to November 4, 2022.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
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Guest Handling, Parts Ordering, and Remedy Procedures
Guest Contacts
Guests may contact your dealership with questions regarding the Customer Support Program. Please welcome them to your dealership and
answer any questions that they may have.
Guests with additional questions or concerns are asked to please contact the Lexus Brand Engagement Center (1-800-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
Note: If the question is in reference to the other aspects of this settlement, please direct them to the settlement website
www.toyotafuelpumpsettlement.com or call 833-512-2318. A copy of the settlement agreement is also available on the website; it includes
a description of the settlement, and estimated dates and deadlines.
Salvage Title Vehicles
Salvaged Vehicles, inoperable vehicles, and vehicles with titles marked flood-damaged are not eligible for this benefit.
Guest Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Lexus Warranty Policy 5.22, “Warranty
Solicitation.” Non-compliance of this policy may result in a claim debit.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must be directed to
Aaron Fowles (469) 292-1097 in Lexus Corporate Communications. Please do not provide this number to guests. Please provide this
contact only to media.
Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request (CPOR) on Service Lane, or
have been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check the CPOR/MAC report on
Dealer Daily for the most up-to-date parts ordering information. Dealers can identify which parts ordering method to use by reviewing the
parts information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code C, order through CPOR.
For MAC code D, refer to the MAC report for further instructions.
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore, dealers SHOULD NOT
increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition only. DO NOT
ORDER FOR STOCK. As always, if a guest experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Parts Lookup and Ordering
Parts lookup and Ordering will be done through Campaign Part Order Request (CPOR) on Service Lane
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011-087 for
campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
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Technician Training Requirements
The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing this repair are required to
successfully complete the most current version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that all
vehicles have the repair performed correctly; technicians performing this recall repair are required to currently have completed all of the
following courses:
• L623 – Electrical Circuit Diagnosis
It is the dealership’s responsibility to select technicians that have completed the above courses to perform this repair. Carefully review your
resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider technician days off and
vacation schedules to ensure there are properly trained technicians available to perform this repair at all times.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in L-SB-0005-23.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until appropriate disposition is
determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether
to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as
well as other purposes.
To help minimize dealer storage challenges, Lexus recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid
by Lexus.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
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Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Model
ES 300h
ES 350
GS 350
GX 460
IS 350
LX 570
NX 200t/NX 300
RC 350
UX 200
•
•
Op Code
23LE02R1
23LE02R2
23LE02R3
23LE02R4
23LE02R5
23LE02R6
23LE02R7
23LE02R8
23LE02R9
Description
Replace low pressure fuel pump
Flat Rate Hours
0.9
0.8
0.8
2.3
0.8
1.9
1.7
0.8
0.9
A loaner vehicle or alternative transportation can be claimed as a sublet type “RT” under any of the op codes listed above if the vehicle
will be held for more than four hours or the guest reasonably demonstrates a need for a loaner vehicle similar to the vehicle being brought
in during the repair.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
Towing can be claimed under any of the op codes listed above for a maximum of $250 as sublet type “TW” in the event the guest’s vehicle
has experienced the condition and cannot be driven to the dealership.
o Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing invoice is not attached.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information is used by Lexus for
various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an
incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Guest Reimbursement
For reimbursement instructions for previously paid out-of-pocket expenses incurred to repair or replace Denso low pressure fuel pumps,
please direct the guests to the settlement website www.toyotafuelpumpsettlement.com or have them call 833-512-2318.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
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Campaign Designation / Phase Decoder
23TA01
23
T
A
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)
01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(The sequence is unique for each Field
Action category)
(May use other characters in unique
cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to
implement this Customer Support Program.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2023 Lexus, A Division of Toyota Motor Sales, USA