Fuel Pump Replacement (L-CP-4LB)

Condition

On certain 2004 Model Year LS 430 vehicles, the impeller inside the fuel pump may have been improperly molded due to a manufacturing error. Alcohol in some fuels may deform the impeller and cause it to come into contact with the fuel pump housing. This condition could increase the rotational resistance of the impeller and, in the worst case; the fuel pump could seize, which may result in engine stalling.

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 4LB dealer handbook, which explains the technical repair procedures and warranty claim procedures. All associates who have a part in the completion of this campaign should be familiar with its contents.

Parts Ordering

These parts have not been added to the Dealer Stocking Guide (D.S.G.). 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 Lexus Area Office for follow-up and correction. There will be sufficient inventory to accommodate this SSC.

Tools and Equipment

Standard hand tools, the Lexus scan tool and a fuel storage cart are required for this repair procedure.

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.

Reimbursement Procedures

Dealers are required to submit SSC claims following the procedures described in the SSC 4LB 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 4LB dealer handbook are available for dealers to order at no charge to them. The material number is 00241-10006-4LB. They should be ordered in the usual manner from the Materials Distribution Center (MDC).

Thank you for your 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

Overview

Lexus is initiating a Special Service Campaign (SSC). The 4LB SSC is for 2004 LS 430s. On certain 2004 Model Year LS 430 vehicles, the impeller inside the fuel pump may have been improperly molded due to a manufacturing error. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.

4LB Condition

On certain 2004 Model Year LS 430 vehicles, the impeller inside the fuel pump may have been improperly molded due to a manufacturing error. Alcohol in some fuels may deform the impeller and cause it to come into contact with the fuel pump housing. This condition could increase the rotational resistance of the impeller and, in the worst case; the fuel pump could seize, which may result in engine stalling.

4LB Repair

The SSC 4LB involves inspecting, and, if necessary, replacing the fuel pump.

Customer Notification

Notification letters will be sent to the owners of affected vehicles in late July 2004. This letter will advise owners of the need to have the fuel pump inspected and, if necessary, replaced.

SSC and Customer Satisfaction

This Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 4LB 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 4LB 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.

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

Standard hand tools, the Lexus scan tool and a fuel storage cart are required for this repair procedure.

Technical Training

The back of this handbook contains the repair procedures for this SSC. 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 not been added to your Dealer Stocking Guide (D.S.G.). 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.

TDN and 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 impeller inside the fuel pump may have been improperly molded due to a manufacturing error.

Q2: What is the cause of this condition? 

A2: Alcohol in some fuels may deform the impeller and cause it to come into contact with the fuel pump housing. This condition could increase the rotational resistance of the impeller and, in the worst case; the fuel pump could seize, which may result in engine stalling.

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 14,000 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 61 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 late 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 one hour. 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 inspection and repair will take about one hour. 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 4LB 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 redelivery 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 4LB.

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

OPERATION FLOW CHART

Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

I. IDENTIFICATION OF AFFECTED VEHICLES

II. PREPARATION

C. COMPONENTS

Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

Courtesy of © TOYOTA, LICENSE AGREEMENT TMS1002

IV. WORK PROCEDURE

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 4LB.
   • 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 DMS system.