Transmission Replacement (L-CP-4LC)

CONDITION

On certain 2004 Model Year LS 430 vehicles, when the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. In the worst case, this small piece of metal may become caught in the parking lock mechanism, causing the parking lock system to be inoperative when the transmission shift lever is placed in the "P" (Park) position.

For further information refer to the attached Lexus Q&A and customer notification letter.

OWNER NOTIFICATION DATE

Owner notification letters will be mailed via First Class Mail beginning in mid July 2004.

IDENTIFICATION OF INVOLVED VEHICLES

As required by Federal regulation, dealers are not to deliver any vehicle acquired in their inventory, which is involved in a safety recall, until the necessary repairs have been performed. 

IMPLEMENTATION AT DEALERSHIPS

The SSC package contains the SSC 4LC dealer handbook, which explains the campaign and warranty claim procedures. All associates who have a part in the completion of this campaign should be familiar with its contents.

PARTS ORDERING

This part has been placed on manual allocation (MAC). Please 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 your area office for follow-up and correction. There will be sufficient inventory to accommodate this SSC.

Some vehicles subject to this SSC may also be a part of SSC 4LB (FUEL PUMP REPLACEMENT) . Be sure that your service and parts departments coordinate so that fuel pumps and transmissions for the required repairs are available to allow applicable campaigns to be completed in one service visit thereby minimizing customer inconvenience. 

Dealers are required to punch a hole in the transmission removed from an affected vehicle. Transmissions are not required to be retained under the terms of the Warranty Parts Retention and Recovery Program. They may be scrapped immediately. It is a violation of Federal law to re-use or sell for re-use any part removed from a vehicle in the course of conducting a campaign repair. 

TOOLS AND EQUIPMENT

The following tools and equipment are needed for this repair.

• Scantool
• Nylon Pry Tool
• Trans Jack
• No. 2 Tach Pick Up Wire (09843-18040)
• Union Nut Wrench 17 mm (09023-12701 or equivalent)
• Hex Wrench (09040-00011 or equivalent)

CUSTOMER CARE

Lexus' usual customer care amenities (car wash, fuel fill-up and loaner vehicles) apply to this SSC. Specific details may be found in the dealer handbook.

Customer amenities may be claimed on only the claim for SSC 4LB since these vehicles are subject to both campaigns. Warranty claims will be monitored and dealers will be subject to debit if charging for amenities on more than one claim. 

REIMBURSEMENT PROCEDURES

Dealers are required to submit SSC claims following the procedures described in the SSC 4LC handbook.

DEALER SYSTEM COMMUNICATIONS

• The VIN number information download has been performed and the dealer system flag on affected vehicles has been activated.
• The operation code has been downloaded and is available for dealerships to use. DMS dealer files are automatically updated and no further action should be required.

ADDITIONAL DEALER HANDBOOKS

Additional copies of the SSC 4LC dealer handbook are available for dealers to order at no charge to them. The material number is 00241-10006-4LC. They should be ordered in the usual manner from the Materials Distribution Center (MDC).

Thank you for your continued understanding. Your special care of these owners during this campaign protects our customers and their image of Lexus.

Sincerely,

Jerry Marcotti

Service and Parts Operations Manager

Attachments

CC: Customer Satisfaction Manager

General Manager

Parts Manager

Sales Manager

Service Manager

SPECIAL SERVICE CAMPAIGN (SSC) 4LC 2004 MODEL YEAR LEXUS LS 430 TRANSMISSION REPLACEMENT Q&A

Q1: What is the condition? 

A1: On certain 2004 Model Year LS 430 vehicles, the parking lock system may be inoperative when the transmission shift lever is placed in the "P" (Park) position.

Q2: What is the cause of this condition? 

A2: When the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. In the worst case, this small piece of metal may become caught in the parking lock mechanism of the transmission.

Q3: Are there any warnings that this condition has occurred? 

A3: No, there are no specific warnings for this condition.

Q4: Which and how many vehicles are involved? 

A4: Certain 2004 Model Year Lexus LS 430 vehicles are involved. There are approximately 13,000 vehicles involved in the U.S.

Q5: What is the production range of the involved vehicles? 

A5: The affected LS 430 vehicles were produced from July 2003 to January 2004.

Q6: Are there any other Lexus or Toyota vehicles involved? 

A6: No, this condition only affects certain 2004 MY LS 430 vehicles.

Q7: How many cases of this condition have been reported? 

A7: There have been 4 cases of this condition reported in the affected LS 430 vehicles. 

Q8: Have there been any accidents reported? 

A8: There have been no reports of any accidents related to this condition.

Q9: What is Lexus going to do? 

A9: Owners of the involved vehicles will receive a Special Service Campaign notification by first class mail starting in mid-July, 2004. Any Lexus dealer will replace the transmission at NO COST to the vehicle owner.

Q10: How long will the repair take? 

A10: The repair may take approximately five hours. However, depending upon the dealer's work schedule, it may be necessary to make the vehicle available for a longer period of time.

Q11: What should an owner do if they are concerned about this condition? 

A11: Owners are requested to contact their local Lexus dealer for diagnosis and repair.

Overview

Lexus is initiating a Special Service Campaign (SSC). The 4LC SSC is for 2004 LS 430s. On certain 2004 Model Year LS 430 vehicles, when the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.

4LC Condition

On certain 2004 Model Year LS 430 vehicles, when the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. In the worst case, this small piece of metal may become caught in the parking lock mechanism, causing the parking lock system to be inoperative when the transmission shift lever is placed in the "P" (Park) position.

4LC Repair

The SSC 4LC involves replacing the automatic transmission assembly.

Customer Notification

Notification letters will be sent to the owners of affected vehicles in mid July 2004. This letter will advise owners of the need to have the transmission 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 4LC 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 4LC Special Service Campaign only applies to specific 2004 LS 430s within the VIN range below. Not all vehicles in the VIN range are involved in this SSC. No other vehicles before or after this range are to be repaired under the provisions of this SSC.

Some vehicles subject to this SSC may also be a part of SSC 4LB (Fuel Pump Replacement). Be sure that your service and parts departments coordinate so that fuel pumps and transmissions for the required repairs are available to allow applicable campaigns to be completed in one service visit thereby minimizing customer inconvenience. 

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 pick-up/ 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 Operations 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.

• Lexus Scantool
• Torque Wrench
• Nylon Pry Tool
• Transmission Jack
• No. 2 Tach Pick Up Wire (09843-18040)
• Union Nut Wrench 17 mm (09023-12701 or equivalent)
• Hex Wrench (09040-00011 or equivalent)

Technical Training

This handbook does not contain campaign specific repair procedures. Please refer to the appropriate section of the Lexus repair manual posted on T.I.S. within Dealer Daily. 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

This part has been placed on manual allocation (MAC). 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 SSC.

Dealers are required to punch a hole in the transmission removed from an affected vehicle. Transmissions are not required to be retained under the terms of the Warranty Parts Retention and Recovery Program. They may be scrapped immediately. It is a violation of Federal law to re-use or sell for re-use any part removed from a vehicle in the course of conducting a campaign repair. 

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 following are some general statements that can be used when explaining the SSC.

Q1: What is the condition? 

A1: On certain 2004 Model Year LS 430 vehicles, the parking lock system may be inoperative when the transmission shift lever is placed in the "P" (Park) position.

Q2: What is the cause of this condition? 

A2: When the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. In the worst case, this small piece of metal may become caught in the parking lock mechanism of the transmission.

Q3: Are there any warnings that this condition has occurred? 

A3: No, there are no specific warnings for this condition.

Q4: Which and how many vehicles are involved? 

A4: Certain 2004 Model Year Lexus LS 430 vehicles are involved. There are approximately 13,000 vehicles involved in the U.S.

Q5: What is the production range of the involved vehicles? 

A5: The affected LS 430 vehicles were produced from July 2003 to January 2004.

Q6: Are there any other Lexus or Toyota vehicles involved? 

A6: No, this condition only affects certain 2004 MY LS 430 vehicles.

Q7: How many cases of this condition have been reported? 

A7: There have been 4 cases of this condition reported in the affected LS 430 vehicles.

Q8: Have there been any accidents reported? 

A8: There have been no reports of any accidents related to this condition.

Q9: What is Lexus going to do? 

A9: Owners of the involved vehicles will receive a Special Service Campaign notification by first class mail in mid July 2004. Any Lexus dealer will replace the fuel pump at NO COST  to the vehicle owner.

Q10: How long will the repair take? 

A10: The repair may take approximately five hours. However, depending upon the dealer's work schedule, it may be necessary to make the vehicle available for a longer period of time.

Q11: What should an owner do if they are concerned about this condition? 

A11: Owners are requested to contact their local Lexus dealer for diagnosis and repair.

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 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 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 

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 DOM. In addition, loaner car requests that exceed one day must carry proper DOM 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 DOM will work with you to develop and authorize an action plan.

Guidelines to be used in performing remote repairs are:

• 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 DOM.
• 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 DOM or area offices.
• Alternatives include pick-up and redelivery of remotely located vehicles.

The Service Write-Up

Listed on the next page are some general guidelines to use when the customer arrives at your dealership for the SSC:

• Explain that the repair will take about five hours. 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 notice:
  • Check the VIN against the national Service History File to see if the vehicle has been previously repaired under this Campaign.
  • Check the left front door hinge post for an SSC completion label.
  • If the vehicle falls outside of the above guidelines, explain that the vehicle does not require the Campaign repairs.
  • If the vehicle is eligible, explain the SSC to the customer; describe the procedure and the amount of time needed for the repair.
• If the customer has an appointment, pull the work order; otherwise, create a work order reflecting the need to complete the SSC 4LC repair.
• Issue the work order to the technician and include job instructions for the SSC.

Preparing for the Delivery After SSC 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 the SSC Completion

The delivery of the vehicle is a very important part of ensuring a high level of customer satisfaction. Explain all SSC 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

The following information explains the policies and procedures for preparation and submission of a warranty claim for reimbursement of a repair performed under the SSC 4LC.

Recap of Claim Submission and General Provisions of the SSC

• Lexus will pay for gas tank fill-up (actual cost)
• Lexus will pay for washing the vehicle (up to $20 per vehicle)
• Lexus will provide a loaner vehicle if required (DOM 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 (DOM authorization only)

Claiming Reimbursement for Special Services

You must use sublet to claim any special services required in conjunction with the SSC repair.

• Issue "TW"  (Tow Vehicle)
  • Applicable to every vehicle if required
  • Claim actual receipt amount as a sublet
  • You may utilize AAA or any agency providing Lexus type service
• Issue "RT"  (Rental)
  • Applicable to every vehicle if required
  • The loaner vehicle reimbursement rate cap is one day  per repair unless otherwise authorized by DOM
• Issue "GA"  (Gas Tank Fill-Up)
  • Applicable to every vehicle
  • Claim actual fill-up amount
• Issue "CW"  (Car Wash/Administrative Time)
  • Applicable to every vehicle
  • Claim $20.00 per vehicle
• Issue "DE"  (Pick-Up and Delivery/Remote Repairs  )
  • Applicable only under special circumstances (e.g. more than 100 miles from the nearest Lexus dealership)
  • Claim actual dealer cost
  • F.T.S/A.O.M.  authorization is required for this expense
• Issue "DE"  (Pick-Up and Delivery  /Remote Repairs)
  • Applicable at dealer discretion
  • Claim actual dealer cost

Claim Preparation Instructions

• Unique invoice number
• Description
• Sublet Type
• Dollar Amount

2004 MODEL YEAR LS 430 TRANSMISSION REPLACEMENT SPECIAL SERVICE CAMPAIGN OWNER LETTER

2004 Model Year LS 430 Transmission Replacement 

Special Service Campaign 

Dear LS 430 Owner:

Lexus is dedicated to the "Passionate Pursuit of Perfection."

This notice is being sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act. Lexus has decided that a defect, which relates to motor vehicle safety, exists in certain 2004 Model Year LS 430 vehicles.

What is the condition? 

On certain 2004 Model Year LS 430 vehicles, when the accelerator is operated quickly, a small piece of metal may separate from a retaining collar located in the inner part of the automatic transmission. In the worst case, this small piece of metal may become caught in the parking lock mechanism, causing the parking lock system to be inoperative when the transmission shift lever is placed in the "P" (Park) position, thereby increasing the possibility of the vehicle rolling away which could result in a crash.

What will Lexus do? 

Any Lexus dealer will replace the transmission at NO COST  to you.

What should you do? 

Please contact any authorized Lexus dealer to schedule an appointment to have the transmission replaced.

The labor time for this repair will take approximately five hours. However, depending upon the dealer's work schedule, it may be necessary to make your vehicle available for a longer period of time.

Please present this notice to the dealer when you bring the vehicle in for your service appointment. 

If you no longer own the vehicle, please indicate so on the enclosed postage-paid form, providing us with the name and address of the new owner if possible.

What if you have other questions? 

Please contact any Lexus dealer or call the Lexus Customer Assistance Center at 1-800-255-3987.

If you believe that the dealer or Lexus has failed or is unable to remedy the defect within a reasonable time, you may submit a complaint to the administrator, National Highway Traffic Safety Administration, 400 Seventh Street S.W., Washington, D.C. 20590, or call the toll free Auto Safety Hot Line at 1-888-327-4236.

If you are a vehicle lessor, Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.

We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any inconveniences this condition may have caused you.

Thank you for driving a Lexus.

Sincerely,

LEXUS DIVISION

TOYOTA MOTOR SALES, U.S.A., INC.

TECHNICAL INSTRUCTIONS 

FOR 

SPECIAL SERVICE CAMPAIGN 4LC 

2004 LS 430 

TRANSMISSION REPLACEMENT 

I. OPERATION FLOW CHART

Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

II. IDENTIFICATION OF AFFECTED VEHICLES

III. PREPARATION

C. COMPONENTS

Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

IV. WORK PROCEDURE

To replace the automatic transmission, refer to the appropriate repair manual. 

Refer to the repair manual prior to lifting vehicles equipped with ride height control.

The transmission kit includes the following:

• Transmission with torque converter
• Exhaust pipe gaskets
• Exhaust nuts
• Overflow plug gasket
• Oil cooler tube union
• Case adapter ring
• Exhaust clamps and bolts

Prior to installing the replacement transmission ensure the following:

• Clean off the rustproof coating from the torque converter and yoke.
• Ensure that the engine to transmission alignment pins are fully seated.
• Keep the replacement transmission level to avoid ATF spillage.

For in-service (sold) vehicles destroy the VIN plate on the old transmission.

After the repair has been completed it is necessary to reinitialize certain electrical components (i.e. power windows, power seats). Also, reset the audio station presets.

Selling or reusing a component replaced for a Safety Recall is a violation of Federal Regulations. Follow the technical instructions for destruction and disposal of the old transmission.

V. SSC COMPLETION LABEL INSTALLATION

After completing the repair and before returning the vehicle to the owner, an SSC completion label, which is enclosed in the owner's notification, must be affixed to the left front door hinge post, near the check strap.

1. The label is to be filled out as follows:
   • Write in SSC 4LC.
   • Write in date of repair.

     Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

   • Write in your dealer code.
2. Additional SSC completion labels, in sheets of 50 (P/N 00410-01917), may be ordered through the non-parts system on the DMS system.