Lexus ES300 (1997 year). Manual - part 589

Planning Your

It is important that you develop a strategy to communicate

Communication

effectively. The following are some general statements that can be

Strategy

used when explaining the Special Service Campaign to 
customers.

Q1. What is the condition?
A1. If the affected vehicles are driven in extremely cold climates

(below –18

°

F) for an extended period, vehicles may

encounter a condition where frozen moisture accumulates in
the brake vacuum hose. This can result in the elimination of
vacuum assist that may cause an increase in stopping
distances.

Q2. What is the cause of this condition?
A2. When vehicles are driven at extremely cold temperatures

(below –18

°

F) without frequent brake application, it is

possible for moisture to enter the brake vacuum hose from
engine surge tanks and freeze. If extremely cold
temperatures persist for many days, the amount of frozen
moisture will increase. In the worst case, this may result in the
brake vacuum hose being obstructed by ice.

Q3. Which and how many vehicles are involved?
A3. 1997 model year Avalon produced between 7/23/96 and

2/11/97, 1997 model year Camry V6 produced between
7/29/96 and 2/11/97, and 1997 model year ES300 produced
between 8/19/96 and 2/10/97. There are approximately
5,191 Lexus vehicles affected in the 19 cold states of the
United States.

Q4. Which are the 19 affected cold States?
A4. Alaska, Colorado, Idaho, Illinois, Iowa, Kansas, Maine,

Michigan, Minnesota, Montana, Nebraska, Nevada, New
Hampshire, New York, North Dakota, South Dakota,
Vermont, Wisconsin, and Wyoming.

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7

Q5. Isn’t it necessary to recall the vehicles driven in States other

than the 19 identified States in the U.S.?

A5. This problem occurs only under such extreme severe

weather conditions where very cold temperatures remain for
many days. Therefore, the subject areas have been defined
to be where this very cold temperature lasts for long periods.
However, if customers living in other States want the recall,
they will be advised to bring their vehicle to a Lexus dealer
and have the brake vacuum hose replaced.

Q6. Why are you limiting the production range?
A6. On production vehicles after 2/11/97, the brake vacuum hose

and routing of the hose are different, and moisture does not
accumulate.

Q7. Why did it take over eight months to announce a recall?
A7. Since the problem only occurs under extreme cold

conditions, it took a long time to duplicate the problem, 
understand the issue and confirm a corrective measure.

Q8. Will all the involved vehicles experience this condition?
A8. No. This condition will only be experienced under extreme

weather conditions where cold temperatures remain for a
long period of time. Therefore, almost none of the involved
vehicles will develop this condition.

Q9. Do any other models experience same condition?
A9. No. There are no other models affected by this condition.

Q10. How many cases have been reported?
A10. Three cases have been reported in Canada, none in the

United States.

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Q11. Are there any accidents reported?
A11. No.

Q12. What is Lexus going to do?
A12. Owners of involved vehicles will receive a Recall notification

during October, 1997. Lexus dealers will modify the vehicles
with a new design brake vacuum hose. This modification will
be performed at no cost to the vehicle owners.

Q13. What should owners of involved vehicles do?
A13. Owners who receive the notification should contact any

authorized Lexus dealer and make an appointment to have
the new design brake vacuum hose installed.

Q14. How long will the repair take?
A14. It will take approximately 15 minutes, however, washing and

refueling each vehicle will add additional time.

Q15. Do we have parts?
A15. Yes, we have 6,200 in inventory.

You will have two general types of communications with customers
concerning this Special Service Campaign:



Calls to Your Customers
These are ES 300 customers that your dealership will be calling.



ES300 owners involved in the SSC.
You may want to use the list provided in this package to begin
calling your customers as soon as your preparations are
completed.



ES300 owners not involved.
Assure any customers with vehicles outside of the involved
VIN range that this repair is not needed.

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9



Calls from Your Customers
It is important to institute a system to respond to customers calling
your dealership for more information regarding the SSC. We 
recommend designating an individual or individuals to answer
these inquiries to assure that callers get accurate, consistent
information.

Calls from

We ask that you refer 

any calls from the media or government 

the Media

agencies directly to Lexus headquarters in Torrance. The contact
person is:



Mike Michels, Lexus Public Relations Manager
(310) 781–3282

Service

Ease of servicing is a critical aspect of the customer’s perception of 

Loaners

how well the SSC is handled. It is extremely important that every
effort be made to conduct the SSC with minimal inconvenience to the
customer.



After determining the number of vehicles per day you will be
scheduling, verify that you have an adequate supply of service
loaners available for customers.



Because of the relatively short amount of time it takes to complete
the service, you may want to develop a while–you–wait–program.
(Note: You need to ensure a sufficient supply of parts is readily
available.)

It is important to recognize that customers must know how long they
will be required to wait. Every effort must be made to have the vehicle
finished when promised.



Consider a pick–up and delivery service at the customer’s home or
place of business.

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