Lexus 1993 ES300 Manual

Special Service Campaign (SSC) and
Limited Service Campaign (LSC)
General Procedures
April 2005

General Procedures for Lexus SSCs and LSCs
2
PREPARING FOR AN SSC/LSC
Overview.............................................................................................................. 3
Customer Notification .......................................................................................... 3
SSC/LSC and Customer Satisfaction.................................................................. 3
Identifying Affected Vehicles................................................................................ 3
Manpower and Facility Requirements.................................................................. 4
Tools and Equipment........................................................................................... 4
Technical Training ............................................................................................... 4
Parts .................................................................................................................... 5
DMS Systems...................................................................................................... 5
Planning Your Communication Strategy.......................................................... 5
Calls to Your Customers.................................................................................. 5
Calls from Your Customers.............................................................................. 5
Calls from the Media........................................................................................ 6
IMPLEMENTING AN SSC/LSC
Car Rental and Service Loaners...................................................................... 6
Remote Area Service Plan .............................................................................. 6
The Service Write-Up ...................................................................................... 7
Preparing for Delivery after SSC/LSC Completion.......................................... 8
Delivery of the Vehicle after SSC/LSC Completion......................................... 8
Follow-Up......................................................................................................... 8
Work Order Closing/Claim Submission ........................................................... 8
Recap of Claim Submission and General
Provisions of an SSC/LSC........................................................................... 9
Claiming Reimbursement for Special Services................................................ 9
Claim Preparation Instructions......................................................................... 10
PREPARING FOR AN SSC/LSC

General Procedures for Lexus SSCs and LSCs
3
Overview
This handbook contains the general procedures dealers
should follow for each and every Special Service
Campaign (SSC) or Limited Service Campaign (LSC)
Lexus initiates. Campaign-specific details will be
included in the dealer notification package sent to each
dealer at the launch of a campaign.
Customer Notification
The customer notification schedule and sample letter
will be included in the dealer notification package sent
to each dealer at the launch of a campaign.
SSC/LSC and Customer
Satisfaction
Each Special Service Campaign or Limited 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 new campaigns in an
organized and efficient manner, we can nurture our on-
going relationships with these customers and
strengthen these associations. Throughout each
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
Specific vehicle model, model year and VIN range
applications will be included with the campaign-specific
dealer notification package sent to all dealers at the
launch of a campaign.
Always consult Dealer Daily or TIS to confirm eligibility
and to assure the SSC/LSC is applicable. This will verify
the vehicle is involved and has not already been
completed by another dealer. TMS warranty will not
reimburse dealers for repairs conducted on vehicles
that are not affected.
Manpower and Facility
Requirements

General Procedures for Lexus SSCs and LSCs
4
Your dealership must plan carefully to accommodate
the additional service volume generated as a result of
an SSC/LSC. In reviewing your dealership’s manpower
and facility requirements for a 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 pick-
up/delivery, car washes and fuel tank fill-ups?
You will need to hold a meeting with all dealership
associates to discuss:
¾Importance of Lexus customer care for each
SSC/LSC customer.
¾Various procedures such as phone inquiries, pick up
and delivery, loaners, etc.
¾Campaign 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 each SSC/LSC.
Tools and Equipment
Each dealer notification package will include
information on the tools and equipment required to
perform the campaign repairs.
Technical Training
Lexus suggests that all service department staff who
will be directly involved in completing a repair or
supporting an SSC/LSC should review the repair
procedures in the dealer notification package to prepare
for a campaign.
Parts
Each dealer notification package will contain specific
part number information and order procedures. Your

General Procedures for Lexus SSCs and LSCs
5
dealership is requested to order only those parts
needed to repair vehicles with service
appointments. Individual dealer tracking will be done
and irregularities in quantity ordering will be passed on
to Lexus Area Offices for follow-up and correction.
Lexus will ensure there will be sufficient inventory to
accommodate an SSC/LSC but there will be only
enough supply to cover the affected vehicle population.
Please only order based upon true demand.
DMS Systems
Labor operation codes will be transmitted to your
dealership. (See dealer notification package for specific
campaign opcode and labor hour information). 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. Each dealer notification
package will contain a series of Questions and Answers
(Q&A) that can be used when explaining an SSC/LSC.
Calls to Your Customers
•Customers involved in the SSC/LSC
⇒Each affected vehicle owner will receive a
notification letter. Please let them that the
campaign is being undertaken by Lexus to keep
their confidence in the Lexus brand.
•Customers not involved in the SSC/LSC
⇒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 an
SSC/LSC. We recommend designating an individual to
answer these inquiries to ensure that callers get
accurate, consistent information.

General Procedures for Lexus SSCs and LSCs
6
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
IMPLEMENTING
AN SSC/LSC
Car Rental and
Service Loaners
One of the ways we can demonstrate that Lexus cares
is by honoring loaner car requests with the best loaner
available for those customers unable or unwilling to wait
for this repair.
Lexus Customer Convenience System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a
rate of $44.00 per day. (Lexus vehicles only)
Lexus Dealer Fleet (Lexus vehicles only)
A rate of $44.00 per day may be claimed if using this
option. Be sure to follow customer supplied insurance
guidelines.
The motivating factor for any of these options is the
customer’s convenience and consideration. Again
please provide the best available vehicle. If
extraordinary customer requests are made, please
contact your DSPM. In addition, loaner car requests
that exceed one day must carry proper DSPM
authorization.
Remote Area
Service Plan
“Remote” is defined as those distances where a
customer is 100 or more miles from the nearest Lexus
dealership. Your DSPM will work with you to develop
and authorize an action plan.
Guidelines to be used in performing remote repairs are:

General Procedures for Lexus SSCs and LSCs
7
•If the customer is within 100 miles of the nearest
Lexus dealership, the closest Lexus dealership will
perform the repair provided that prior authorization
for related expenses has been approved by the
DSPM.
•If the customer is more than 100 miles from the
nearest Lexus dealership, Lexus area associates or,
Lexus national associates may perform the repair.
Dealerships may also make these repairs but only
with the authorization of the Area Coordinator (most
likely the F.T.S.).
•Each situation will be handled on a case-by-case
basis.
•Lexus will only pay for authorized costs that have
been approved by DSPM or area offices.
•Alternatives include pick-up and redelivery of
remotely located vehicles.
The Service Write-Up
Listed below are some general guidelines to use when
the customer arrives at your dealership for an
SSC/LSC:
•Explain how long the repair will take. Inform the
customer that the special services (refueling, car
wash) will require additional time at your dealership.
•Explain the type of repair involved.
•If the customer does not have an SSC/LSC notice:
¾Check the VIN against the national Service
History File or TIS to see if the vehicle has been
previously repaired under the Campaign.
¾Check the left front door hinge post for an
SSC/LSC completion label.
¾If the vehicle falls outside of the above
guidelines, explain that the vehicle does not
require the Campaign repairs.
¾If the vehicle is eligible, explain the SSC/LSC
repair procedure to the customer.
•If the customer has an appointment, pull the work
order; otherwise, create a work order reflecting the
need to complete the campaign.
•Issue the work order to the technician and include
job instructions for the SSC/LSC.

General Procedures for Lexus SSCs and LSCs
8
Preparing for the
Delivery after SSC/LSC
Completion
•Wash/clean the vehicle inside and out.
•Fill the gas tank with the specified unleaded fuel
•Notify customer of completion and arrange for re-
delivery or return of rental vehicle.
Delivery of the Vehicle
After SSC/LSC
Completion
The delivery of the vehicle is a very important part of
ensuring a high level of customer satisfaction. Explain
all SSC/LSC repairs to the customer and apologize for
any inconveniences. Thank the customer for his or her
time and their continuing patronage.
Follow-Up
Complete 100% after-service follow-up is critical to
ensure complete customer satisfaction with the repairs
performed and the service provided.
Work Order Closing/
Claim Submission
Each SSC/LSC dealer notification package will include
information that explains the policies and procedures
for preparation and submission of a warranty claim for
reimbursement of a repair performed under the
SSC/LSC.
NOTE: Lexus warranty will only accept one claim per
vehicle under the terms of an SSC/LSC. Please
ensure that your dealership checks the National
History File to see if the vehicle has been repaired
under an SSC/LSC prior to servicing the vehicle.
Recap of Claim
Submission and General
Provisions of an SSC/LSC
•Lexus will pay for gas tank fill-up (actual cost)
•Lexus will pay for washing the vehicle (not to
exceed $20 per vehicle)

General Procedures for Lexus SSCs and LSCs
9
•Lexus will provide a loaner vehicle if required
(DSPM authorization required for more than one
day)
•Lexus will pay for costs associated with remote
repairs if required
•Lexus will pay for remote pick-up and delivery if
required (DSPM authorization only)
Claiming Reimbursement
for Special Services
You must use sublet to claim any special services
required in conjunction with an SSC/LSC repair.
•Issue “TW” (Tow Vehicle)
¾Applicable if the nature of the SSC/LSC requires
the vehicle to be towed to the dealership
¾Claim actual receipt amount as a sublet
•Issue “RT” (Rental)
¾Applicable to every vehicle if required
¾The loaner vehicle reimbursement rate cap is
one day per repair unless otherwise authorized
by DSPM
•Issue “GA” (Gas Tank Fill-Up)
¾Applicable to every vehicle
¾Claim actual fill-up amount
•Issue “CW” (Car Wash/Administrative Time)
¾Applicable to every vehicle
¾Amount not to exceed $20.00 per vehicle
•Issue “DE” (Pick-Up and Delivery/Remote Repairs)
¾Applicable only under special circumstances
(e.g. more than 100 miles from the nearest
Lexus dealership)
¾Claim actual dealer cost
¾F.T.S/C.S.O.M. authorization is required for this
expense
•Issue “DE” (Pick-Up and Delivery/Remote
Repairs)
¾Applicable at dealer discretion

General Procedures for Lexus SSCs and LSCs
10
¾Claim actual dealer cost
Claim Preparation
Instructions
NOTE: Each sublet must be a separate entry with:
•Unique invoice number
•Description
•Sublet Type
•Dollar Amount

ES 300
Air Conditioning Expansion
Valve Replacement
Special Service Campaign PL1

Table of Contents
OVERVIEW 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PREPARING FOR THE SSC
Determining Demand 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manpower & Facility Requirements 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tools & Equipment 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Technical Training 4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Parts Availability 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating Menu Codes 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning Your Communication Strategy 9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calls from the Media 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IMPLEMENTING THE SSC
Service Loaners 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contacting Customers 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remote Area Service Plan 13. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Write–Up 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work Order Entry 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preparing for Delivery After the SSC Completion 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Delivery After the SSC Completion 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Follow–Up 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Work Order Closing/Claim Submission 17. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Claiming Reimbursement for Special Services 18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TDN Claim Preparation Instructions 18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Invoicing 19. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paper Claim Submission 26. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sample Customer Letter 34. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TECHNICAL INSTRUCTIONS 35. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Lexus ES 300
Overview Lexus will be initiating a Special Service Campaign (“SSC” PL–1) for
certain 1992 and 1993 ES 300 vehicles. This booklet provides all the
details necessary to plan and implement the SSC at your dealership. The
key points of this Special Service Campaign are summarized below.
Condition Under certain conditions, particularly in high temperature and high humidity
areas, the air conditioning expansion valve in certain ES 300 vehicles may
malfunction. As a result, there will be a gradual reduction of air
conditioning efficiency and eventual loss of cabin cooling capability. The
vehicle should operate normally in all other respects.
Repair This campaign involves the inspection of the air conditioning system and
injection of an anti–corrosion lubricant (Toyota ND6–AC Refrigerant Oil)
OR, if necessary, replacement of the air conditioning expansion valve.
Customer Notification Notification letters will be sent to vehicle owners beginning June 1, 1993. A
copy of the letter can be found on page 34 of this booklet. You will be
provided with a list of owners/vehicles so that you may begin contacting
your customers as soon as you are prepared.
Vehicles Involved Approximately 41,480 1992 and 1993 ES 300 vehicles are involved.
Toyota will be conducting a concurrent campaign involving the same parts
and repair procedures. Lexus dealers cannot submit claims directly for
repairing Toyota vehicles.
The SSC and Throughout this Special Service Campaign, please make every effort to
Customer Satisfaction ensure a positive experience for each and every Lexus owner. This
situation affords us all an opportunity to further demonstrate Lexus’
commitment to customer satisfaction in the “Lexus Cares” tradition.
1

Lexus ES 300
Determine Your Demand Qualified vehicles are limited to the VIN range shown below. No other
vehicles before or after this range are to be repaired under the provisions
of this SSC.
Model Model Year VDS Involved VIN Range
ES 300 92-93 VK13T 0001001–0129016
NOTE: Canadian vehicles falling within this VIN range
qualify under the same guidelines.
The enclosed SSC Summary Report lists vehicles sold by your
dealership.
From the list, determine the actual number of customers who should
come back into your dealership for the Special Service Campaign.
Manpower and Facility It is estimated that approximately 60% of the vehicles involved will need
Requirements only to have the special anti–corrosion lubricant injected. This will take
about 1/2 hour. The remaining 40% of the vehicles will need to have the
expansion valve and possibly the liquid tube replaced, which takes
approximately two hours. This works out to an average repair time of one
hour per affected vehicle.
It is critical that every effort be made to minimize the impact this activity will
have on your other service customers. Based upon your projections of the
number of customers who may have the SSC performed in your service
department, you need to take the following actions to ensure adequate
capacity:
Determine if you have sufficient manpower and facility space to
process the number of vehicles in your area.
Determine if you need to provide extended service hours, a second
shift and/or Saturday appointments to accommodate the number of
vehicles to be serviced.
2

Special Service Campaign
Determine if you need to hire additional technicians either full
or part time.
NOTE: Technicians must be “MACS” or “ASE” certified to
perform the A/C type repairs in this campaign.
Determine if you require additional equipment to service your
customers’ needs by repairing vehicles simultaneously.
Tools and Equipment Refer to the following list to determine if you have the proper tools and
equipment necessary to perform all aspects of the service. Ensure all
coolant recovery and recharge equipment has been tested recently and is
in excellent working order. The demand on this equipment will be
substantial.
Air Conditioning Refrigerant
Service Tool Set Recovery Machine
Vacuum Pump Charging
Assembly Cylinder
Gas Leak AC Oil
Detector Assembly Injector Kit
(TOY219721)
Socket Hexagon Torque Wrench
Wrench 5 mm
Standard Tools
Stop valves must be used to meet your local state regulations.
NOTE: Special Service Tool Part No. TOY219721 (AC Oil Injection Kit)
has recently been shipped to your dealership, free of charge.
Additional tool kits can be ordered through Owatonna Tool Co.
(OTC) for $28.91 each.
3

Lexus ES 300
Technical Training Your dealership was sent a video tape copy of repair
procedures and instructions for training and future
reference along with this booklet.
We also recommend that key customer contact personnel
such as the Sales Manager and General Manager view this
tape to better understand the nature of this Special Service
Campaign.
We recommend that one person be designated as the campaign
coordinator. All inquiries about this campaign should be directed
to this person to avoid dissemination of incorrect or inappropriate
information.
Required Parts
(a) Anti–Corrosion Lubricant (Supplied only in packages of 12 cans/package).
Part Number Part Name Qty Per Vehicle
00263–09106 Toyota ND6 AC Refrigerant Oil One Can
Charge
(b) Expansion Valve, Liquid and Suction Tube, and O–rings
Qty./Vehicle
Model Part Name Part No. With Tube Without Tube
Replacement Replacement
Cooler Expansion 88515– 1 1
Valve 33010
ES 300 Liquid Pipe Sub– 88706– 1 0
VK13T Assy. 33020
O–Ring–Large 90099– 2* 4
14045
O–Ring–Small 90099– 0* 2
14044
* Two each of large and small O–rings are provided with liquid tube.
4

Special Service Campaign
Parts Availability/Ordering Sufficient supplies of all SSC parts will initially be sent to you
by including those part numbers on your Dealer Stocking
Guide at the appropriate time.
As used or obligated from your D.S.G., the automatic
replenishment system will generate timely reorder quantities
to your facing Parts Distribution Center (P.D.C.). This should
ensure continuous supply of parts inventory into your dealership.
You are encouraged to order only those quantities of parts that
you have service appointments for. Individual dealer tracking will
be made and irregularities in quantity ordering will be passed on
to the Lexus Area Offices for their follow–up.
An electronic mail message will be sent to all Lexus dealers
indicating quantities and D.S.G. installation dates as roll out
commences.
5

Lexus ES 300
TDN System The following steps must be taken to prepare your TDN system
for processing the SSC claims.
Labor Operation codes were transmitted to your dealership.
If you have not received these call the TDN hotline.
Create menu codes using the new labor operation codes
established for this SSC.
Menu Code ND1
Labor Op. Code: 350041
Menu Option SC–2
Menu Code ND2
Labor Op. Code: 350042
6

Special Service Campaign
Menu Code ND3
Labor Op. Code: 350043
Menu Code ND4
Labor Op. Code: 350044
7

Lexus ES 300
Menu Code ND5
Labor Op. Code: 350046
Attach part numbers to Menu Code ND1
Menu Option SC–8
8