Preparing For the 3LE SSC
OverviewLexus is initiating a Limited Service Campaign (LSC). The 4LA LSC is for 2001 through 2004 model year LS 430s equipped with the Lexus Link system. This Limited Service Campaign will permanently remove the Lexus Link System Panel buttons and disable the functionality in vehicles whose owners no longer subscribe to the Lexus Link service. This handbook provides all the details necessary to plan and implement this LSC at your dealership. Key points on the LSC are summarized below.
Why is Lexus Doing This?
Although there is nothing wrong with the Lexus Link hardware the Federal Communications Commission (FCC) ruled that cellular telephone companies operating in the United States are no longer required to provide analog service after February 2008. Cellular carriers are quickly transitioning to digital networks and since Lexus Link uses analog technology and cannot be modified to digital operation, Lexus is offering this customer satisfaction program because we understand customers may prefer to remove the hardware completely, or they may want to eliminate the voice prompt that is sounded each time the vehicle is started.
4LA Repair
The 4LA LSC involves removing the Lexus Link system panel buttons, installing a sunglasses holder in their place, and disabling the Lexus Link system hardware.
Customer Notification
Notification letters will be sent in phases to the owners of affected vehicles whose Lexus Link subscription have expired or will soon expire. The mailings will begin in late March 2004. This letter will advise owners of the change in the Lexus Link operating conditions in the United States and their option to remove and disable Lexus Link system hardware thereby eliminating the Lexus Link system voice prompt upon vehicle ignition.
LSC and Customer Satisfaction
This Limited Service Campaign provides us with an opportunity to demonstrate the Lexus commitment of total customer satisfaction. By implementing the 4LA 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 4LA Limited Service Campaign only applies to specific 2001 through 2004 LS 430 vehicles within the VIN ranges shown. Not all vehicles in the VIN ranges are involved in this LSC. No other vehicles before or after this range 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 inquires, pick up and delivery, loaners, etc.
> Campaign specifics including your dealership's assigned quantity, completion objectives, and technical details.
> Kits for this LSC are specific to vehicle interior color. Please only order a kit upon confirmation of a customer appointment.
> Role of the service consultant in explaining the extent and nature of the LSC to each customer to prevent unwanted removal of hardware from customers' vehicles. Please refer to the Service Consultant section shown for campaign specific procedures for service consultants.
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 LSC.
Service Consultant Procedures and Information
This campaign is unique for your dealership and for the procedures that you must follow when interacting with these customers for several reasons.
The dealership should not perform the campaign unless the customer specifically agrees to it - please obtain the customer's signature on the Lexus Link Removal Customer Acknowledgement Consent form.
^ The Lexus Link unit has not failed, but rather the analog cellular network will be phased out after February 2008.
^ This campaign permanently removes the Lexus Link functionality from a customer's Lexus.
^ The owner letter is only sent to customers who have not renewed their Lexus Link subscription service.
Some customers do not want the system in their Lexus vehicle since they do not use it. Also, customers do not want to hear the voice prompt "The Lexus Link system is not active, to activate your Lexus Link system press the service button now." Therefore Lexus is offering this campaign as a customer satisfaction measure. Please use caution, as many customers will not be aware that this campaign permanently removes the Lexus Link hardware and they will not be able to use their Lexus Link service again, so it is important that you communicate this with customers to confirm if they want this work performed. The customer must approve this campaign before you begin your work by signing the Lexus Link Removal Customer Acknowledgement Consent form. The top copy of this form must be sent to Lexus in the Postage pre-paid pre-addressed envelope provided. Lexus will debit a dealer's corresponding warranty claim for this campaign if the customer form is not returned as directed within 30 days of the repair date.
Customers who are using the Lexus Link service will likely want to keep the system, and therefore, will not want to have the campaign performed. But if they decide to remove the hardware they can call Lexus Link and request a prorated refund of any customer paid subscription fee (the first year of free service is not refundable).
For customers who continue to use the Lexus Link, we cannot eliminate the voice prompt that announces "The Lexus Link system is active" as it serves as a verification of the system diagnostic check upon ignition on.
Initial Customer Handling
Any customer who has an LS 430 with the Lexus Link system can have the campaign performed, but it is critical that you confirm with the customer if they want the system removed. For example:
1. Customer may still be using the service. If they want to remove it then the Lexus Link call center can prorate a refund of any customer paid subscription fee, but not the first year of free service.
2. Customer dropped off the car for other service or repairs. Do not perform this campaign without first confirming the customer wants the system removed and receiving the signed Lexus Link Removal Customer Acknowledgement Consent form, if possible.
3. Vehicle traded in or turned in after lease termination. This is a perfect time to perform the campaign before another retail customer is involved. The service manager should complete the Lexus Link Removal Customer Acknowledgement Consent form in place of an actual retail customer and note this on the form.
Returning the Vehicle to the Customer
Once the vehicle has been serviced for LSC 4LA and upon delivery to the customer, note three changes to the vehicle:
1. No button on the sun glasses holder.
2. No Lexus Link Safety and Security service (no paid subscription and hardware has been removed).
3. No voice prompt upon starting the vehicle.
Tools and Equipment
Your dealership will need standard hand tools and a nylon pry tool kit (p/n 00002-06000-01) for this repair procedure.
Technical Training
The 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
These parts have not been added to your Dealer Stocking Guide (D.S.G.). These parts are on manual allocation and orders will be reviewed prior to release. You are encouraged 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. There will be sufficient inventory to accommodate this LSC.
DMS Systems
The labor operation code has been set up for your use. DMS dealer files are automatically updated and no further action on your part 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. We strongly suggest that your dealership's service management and parts management work together to ensure that a part will be available at your dealership for a customer's appointment for LSC 4LA.
^ 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