Lexus ES300 (1997 year). Manual - part 603

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: 

 

¾  Importance of Lexus customer care for each 

SSC/LSC customer. 

¾  Various procedures such as phone inquiries, pick up 

and delivery, loaners, etc. 

¾  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 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 
 

 

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•  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: 

¾  Check the VIN against the national Service 

History File or TIS to see if the vehicle has been 
previously repaired under the Campaign. 

¾  Check the left front door hinge post for an 

SSC/LSC completion label. 

¾  If the vehicle falls outside of the above 

guidelines, explain that the vehicle does not 
require the Campaign repairs. 

¾  If 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.