Preparing For the 4LH SSC
OverviewLexus is initiating a Special Service Campaign (SSC). The 4LH SSC is for 2004 RX 330s. On certain 2004 model year RX 330 vehicles, a silicon oxide build-up occurs on the contacts inside the brake light switch which can make it inoperable. This bulletin provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.
4LH Condition
On certain 2004 model year RX 330 vehicles, a silicon oxide build-up occurs on the contacts inside the brake light switch which can make it inoperable. If the switch is inoperable, the brake lights will not illuminate. In addition, there is a possibility that the ABS warning light may illuminate and/or the vehicle may not shift out of the "P" (park) position.
4LH Repair
The SSC 4LH involves replacing the brake light switch.
Customer Notification
Notification letters will be sent to the owners of affected vehicles beginning in mid-December 2004. This letter will advise owners of the need to have the brake light switch replaced.
SSC and Customer Satisfaction
This Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. Lexus requests that dealers use the fundamental principals embodied in the Lexus Covenant when servicing these owners and their vehicles. By implementing the 4LH 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 4LH Special Service Campaign only applies to specific 2004 RX 330s within the VIN ranges shown. Not all vehicles in the VIN ranges 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?
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 Service and Parts Manager will meet with you to answer your questions and monitor the progress of this SSC.
Tools and Equipment
The following tools and equipment are needed for the repair.
^ Standard hand tools
^ Torque wrench
^ Nylon pry tool
Technical Training
This bulletin contains the campaign specific repair procedures. 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
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 SSC.
Calls to Your Customers
^ Customers involved in the SSC
=> Each affected vehicle owner will receive a notification letter. Please 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 ranges 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:
Bill Ussery, Lexus Public Relations Manager