Preparing For The 4LF LSC
OverviewLexus is initiating a Limited service campaign (LSC). The 4LF LSC is for North American produced 2004 RX 330s. On certain early production 2004 model year RX 330 vehicles a crack may appear at the base of the radiator which results in the leakage of engine coolant. This bulletin provides all the details necessary to plan and implement this LSC at your dealership. Key points on the LSC are summarized below.
4LF Condition
On certain North American produced 2004 model year RX 330 vehicles, a crack may appear at the base of the radiator which results in the leakage of engine coolant. This occurs predominantly during cold climate conditions. Should this happen, there may be an increase in the engine temperature. Ultimately, the engine may overheat and/or the heater may become ineffective.
4LF Repair
The 4LF LSC involves inspecting, and if necessary, replacing the radiator with an improved radiator. This Limited Service Campaign expires on October 31, 2007.
Customer Notification
Notification letters will be sent to the owners of affected vehicles by first class mail beginning in October 2004. This letter will advise owners of the need to have the radiator inspected and, if necessary, replaced.
LSC and Customer Satisfaction
This Limited service campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 4LF LSC 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 4LF Limited service campaign only applies to specific North American produced 2004 RX 330s within the VIN ranges shown. Not all vehicles in the VIN ranges are involved in this LSC. No other vehicles before or after these ranges are to be repaired under the provisions of this LSC.
Manpower and Facility Requirements
Your dealership must plan carefully to accommodate the additional service volume generated as a result of this LSC.
In reviewing your dealership's manpower and facility requirements for this Limited 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?
You will need to hold a meeting with all dealership associates to discuss:
> Importance of Lexus customer care for each LSC 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 Service and Parts Manager will meet with you to answer your questions and monitor the progress of this LSC.
Tools and Equipment
Your dealership will need standard hand tools, a torque wrench and the following special service tool (SST):
^ Clip Removal Tool Set (p/n 00002-06000-01)
Technical Training
This bulletin contains the repair procedures for this LSC. We suggest that all service department staff who will be directly involved in completing the repair or supporting the LSC should review the repair procedures to prepare for this LSC.
Parts Information
DMS Systems
The labor operation code has been transmitted to your dealership. 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 Questions and Answers shown are some general statements that can be used when explaining the LSC.
Calls to Your Customers
^ Customers involved in the LSC
=> Although each affected vehicle owner will receive a notification letter, we would like your dealership to help manage the timing of customers coming to the dealership for this campaign.
^ Customers not involved in the LSC
=> 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 LSC. 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:
Bill Ussery, Lexus Public Relations Manager