23LE04_Dealer Le

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
04/03/2023
TOPIC
Added TSB L-SB-0009-23 to Remedy Procedures section.
The most recent update in the Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you for your cooperation.
© 2023 Toyota Motor Sales, USA
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: March 2, 2023
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators
CUSTOMER SUPPORT PROGRAM 23LE04
Certain 2010 – 2012 Model Year HS250h
Certain 2008 – 2012 Model Year LS600h
Certain 2013 – 2017 Model Year LS460
Certain 2013 – 2015 Model Year GS450h
Certain 2016 – 2019 Model Year RX450h
Coverage for Brake Booster and Brake Booster Pump Assemblies
Model / Years
2010 – 2012 Model Year HS250h
2008 – 2012 Model Year LS 600h
2013 – 2017 Model Year LS 460
2013 – 2015 Model Year GS 450h
2016 -2019 Model Year RX 450h
Production Period
Late January 2009 – Early January 2012
Mid October 2006 – Early August 2012
Late May 2012 – Early August 2017
Early October 2011 – Mid September 2015
Late April 2015 – Late August 2019
Approximate Total Vehicles
20,990
2,620
37,550
1,340
41,010
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for Brake Booster and Brake Booster Pump Assemblies on the above vehicles.
Background
Although the Brake Booster and Brake Booster Pump Assembly are covered by Lexus’s New Vehicle Limited Warranty for 4 years or
50,000 miles (whichever comes first), we at Lexus care about the customers’ ownership experience. Lexus is providing coverage for repairs
in the subject vehicles related to certain internal malfunctions of the Brake Booster Pump Assembly and/or Brake Booster, depending on the
model.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to Brake Booster Pump Assembly and/or Brake Booster on certain
2010 – 2012 Model Year HS250h, certain 2008 -2012 Model Year LS600h, certain 2013 – 2017 Model Year LS460, certain 2013
– 2015 Model Year GS450h, and certain 2016 -2019 Model Year RX450h Vehicles. The specific condition covered by this program
is related to certain internal malfunctions of the Brake Booster Assembly. One or more of the following specific Diagnostic Trouble Codes
(DTCs) C1391, C1252, C1253 or C1256 will be stored in the vehicles memory to be used as verification. If the condition is verified, the
vehicle will be repaired with a new Brake Booster Pump Assembly and/or Brake Booster under the terms of this Customer Support
Program.
•
•
The Primary Coverage will be offered until March 31, 2024, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles from the date of first use,
whichever comes first.
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
There are approximately 103,510 vehicles covered by this Customer Support Program. Approximately 90 vehicles involved in this Customer
Support Program were distributed to Puerto Rico.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
Customer Support Program 23LE04 Page |2
Owner Letter Mailing Date
Lexus will begin to notify owners in mid-March 2023 and will be mailed over several months. A sample of the owner notification letter has
been included for your reference.
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Customer Support
Program. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent
message is communicated.
Customers 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.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been branded as salvage, total
loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every attempt should be made to complete an open emission
related CSP when circumstances permit, unless noted otherwise in the CSP dealer letter.
•
This CSP IS NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title are NOT
ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Lexus Warranty Policy 4.17, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
Customer 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
Tyler Litchenberger (469) 292-2671 in Lexus Corporate Communications. Please do not provide this number to customers. 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 customer experiences the condition described, dealers should conduct appropriate diagnosis and
order the applicable parts.
Model Year
Part Number
Description
2010-2011 Model Year HS250h
2012 Model Year HS250h
2010-2012 Model Year HS250h
2008 – 2012 Model Year LS600h
2013 – 2017 Model Year LS460
2013 – 2015 Model Year GS450h
04002-07275
04002-33975
04006-22147
04003-45450
04002 -07150
04003-44930
04008 – 26448
04002-07348
Brake Booster Kit
Brake Booster Kit
Brake Booster Pump Kit
Brake Booster Kit
Brake Booster Pump Kit
Brake Booster Kit
Brake Booster Kit
Brake Booster Pump Kit
2015- 2019 Model Year RX450h
© 2023 Lexus, A Division of Toyota Motor Sales, USA
Customer Support Program 23LE04 Page |3
NOTE: For HS250h, LS460 and RX450h, the repair will require a brake booster kit AND a brake booster pump kit. For GS450h, the
repair will require ONLY a brake booster kit.
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.
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:
• LIC209A – Electrified Vehicle Powertrain Repair
It is the dealership’s responsibility to select technicians that have completed the above courses to perform this recall 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-0009-23, L-SB-0010-23, L-SB-0011-23, L-SB0012-23, L-SB-0013-23.
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.
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.
Op Code
23LE04R1
23LE04R2
23LE04R3
23LE04R4
23LE04R5
Description
Replace the brake booster assembly and brake booster pump assembly on
2010-2012 Model Year HS250h vehicles
Replace the brake booster assembly and brake booster pump assembly on
2016 – 2019 Model Year RX 450h
Replace the brake booster assembly and brake booster pump assembly on
2013 – 2017 Model Year LS 460
Replace the brake booster assembly and brake booster pump assembly on
2008-2012 Model Year LS 600h
Replace the brake booster assembly on 2013- 2015 Model Year GS 450h
Flat Rate Hours
5.9
2.6
2.1
2.1
1.3
NOTE: For HS250h, LS460 and RX450h, the repair will require a brake booster kit AND a brake booster pump kit. For GS450h, the
repair will require ONLY a brake booster kit.
© 2023 Lexus, A Division of Toyota Motor Sales, USA
Customer Support Program 23LE04 Page |4
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.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Campaign Designation / Phase Decoder
23LE04
19
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, Lexus, 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