Preparing For the 4LA LSC
OverviewLexus is initiating a Special Service Campaign (SSC). The 3LE SSC is for 2004 RX 330s. In certain early 2004 RX 330s an abnormal noise could be generated from the exhaust system. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.
3LE Condition
On certain early 2004 model year RX 330 vehicles, due to a manufacturing error in the catalytic converter, an abnormal noise could be generated inside the front and rear exhaust manifold converter assemblies.
3LE Repair
The 3LE SSC involves replacing the exhaust manifold converter assemblies.
Customer Notification
Notification letters will be sent to the owners of affected vehicles in July 2003. This letter will advise owners of the need to have the exhaust manifold converter assemblies replaced.
SSC and Customer Satisfaction
This Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 3LE SSC in an organized and efficient manner, we can nurture our on-going relationships with these customers and strengthen these associations. Throughout the campaign, we need to let our customers know that we are genuinely interested in resolving the matter in a timely fashion with as little inconvenience to them as possible.
Identifying Affected Vehicles
The 3LE Special Service Campaign only applies to specific 2004 RX 330s within the VIN range shown. Not all vehicles in the VIN range are involved in this SSC. No other vehicles before or after this range are to be repaired under the provisions of this SSC.
Manpower and Facility Requirements
Your dealership must plan carefully to accommodate the additional service volume generated as a result of this SSC.
In reviewing your dealership's manpower and facility requirements for this Special Service Campaign, there are several items you need to consider.
^ Do you need to develop ways to increase your service capacity?
^ Do you need to hire additional support staff for pickup/delivery, car washes and fuel tank fill-ups?
^ The special Enterprise Rent-A-Car arrangements that started with SSC WL1 are also in effect for SSC 3LE.
You will need to hold a meeting with all dealership associates to discuss:
Importance of Lexus customer care for each SSC customer.
> Various procedures such as phone inquiries, pick up and delivery, loaners, etc.
> Campaign specifics including your dealership's assigned quantity, completion objectives, and technical details.
We recommend that one person at your dealership be designated as the campaign coordinator.
Your District Operations Manager will meet with you to answer your questions and monitor the progress of this SSC.
Tools and Equipment
In addition to standard tools the following special service tool (SST) is required.
SST # 09325-20010 01 or equivalent
Technical Training
Refer to this bulletin for the repair procedures for this SSC. We suggest that all service department staff who will be directly involved in completing the repair or supporting the SSC should review the repair procedures to prepare for this SSC.
Parts Information
TDN and DMS Systems
The labor operation codes have been transmitted to your dealership. Remember that each dealership using TDN must request and apply them to the dealer system. If your dealership has not received the operation codes, call the TDN hotline. DMS dealer files are automatically updated and no further action should be required.
Planning Your Communication Strategy
It is important that you develop a strategy to communicate effectively. The following are some general statements that can be used when explaining the SSC.
Calls to Your Customers
^ Customers involved in the SSC
=> Although each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the SSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service.
=> Also let them know how valuable a customer they are and that this Special Service Campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.
^ Customers not involved in the SSC
=> Assure any customers with vehicles outside of the involved VIN range that this repair is not needed.
Calls from Your Customers
It is important to institute a system to respond to customers calling for more information regarding the SSC. We recommend designating an individual to answer these inquiries to ensure that callers get accurate, consistent information.
Calls from the Media
We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contact at Lexus is:
Holly Ferris, Lexus Public Relations Manager