Certification Regulation Label Replacement (L-CP-3LA)
Publication date: 2003-03-01Reference number: L-CP-3LA
CERTIFICATION REGULATION LABEL REPLACEMENT
SERVICE CAMPAIGN BULLETIN
| LEXUS: | 2003 GX 470 |
| SERVICE CATEGORY: | Special Service Campaign |
| SECTION: | General |
| COPYRIGHT: | © 2018 Lexus, a division of Toyota Motor Sales, USA License Agreement TMS1002 |
PREPARING FOR THE SSC
Overview
Lexus is initiating a Special Service Campaign (SSC). The 3LA SSC is for certain 2003 GX 470s, which have the incorrect Gross Vehicle Weight Rating (GVRW), printed on the Certification Regulation Label. This SSC provides your dealership with an opportunity to further demonstrate its customer satisfaction philosophy and service convenience to our GX 470 owners, many of whom are repeat Lexus owners. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.
3LA Condition
Certain 2003 model year GX 470 vehicles may have the incorrect Gross Vehicle Weight Rating (GVWR) printed on the Certification Regulation Label, which is located on the driver's side center pillar. The GVWR is incorrectly reflected on the label as 6,100 pounds. The correct GVWR should be 6,000 pounds.
3LA Repair
The 3LA SSC involves replacement of the Certification Regulation Label in the vehicle with a corrected label.
Customer Notification
Notification letters will be sent to the owners of affected vehicles in early April 2003. This letter will advise owners of the need to have the vehicle inspected and, if necessary, the correct Certification Regulation Label affixed.
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 3LA SSC in an organized and efficient manner, we can nurture our on-going relationships with these customers and strengthen these associations. This campaign is different than any other campaign Lexus has initiated because of the various registration and tax issues that may be raised by our customers. 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 3LA Special Service Campaign only applies to specific 2003 GX 470s within the VIN range below. No other vehicles before or after this range are to be repaired under the provisions of this SSC.
| Model | Year | VIN | Production Period | |
|---|---|---|---|---|
| VDS | Range | |||
| GX 470 | 2003 | BT20X | 0001032 - 0007365 | Late October 2002 to late January 2003 |
The enclosed SSC summary report lists vehicles sold by your dealership. From this list, please determine the actual number of customers who should come back to your dealership for this SSC. Some vehicles subject to this SSC may also be a part of SSC 3LB (Middle Row Seat Lock) and/or SSC 3LC (Rear Air Suspension). Be sure that your service and parts departments coordinate and correctly use the customer list so that parts and labels for the required repairs are available to allow all 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 and to manage your service appointments to the availability of replacement labels since the replacement labels are VIN specific.
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?
- The special Enterprise Rent-A-Car arrangements that started with SSC WL1 are also in effect for SSC 3LA. See page 20 for further details.
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.
- Need for service consultants to query the customer at the time an appointment is made to determine what if any title correction and re-registering issues need to be handled.
- Need for service consultant to obtain customer signatures on AMEX gift card/Power of Attorney form at the time the vehicle is brought in for the campaign.
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
No special tools or equipment are required.
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.
Ordering Replacement Labels
Replacement Certification Regulation Labels are VIN specific. Your dealership will be required to order a Certification Regulation Label in response to a specific customer request. The customer notification letter will advise the customer to contact your dealership to set an appointment to have the new label installed. At that time an appointment should be made which allows sufficient time for receipt of the label at the dealership. Labels will be ordered via a special Internet site as explained below. Dealer orders received by Noon PST will be shipped the same business day for UPS Second Day delivery. Please make sure all relevant dealer associates are aware of this process and the time required to receive the label.
The computer your dealership uses to access Dealer Daily applications has an Internet browser and the capability to access the Certification Regulation Label web site. This web site will also be used to order the AMEX gift card for qualifying customers and to print a form to obtain the customer Power of Attorney for those vehicles requiring re-registration and title correction. To access the special label order web site, use your web browser (not Dealer Daily) to go to the following web address: http://lexus.imagespm.info
Once you have accessed the label ordering web site, the screen on the following page will appear. The Username is your dealer code. The default password for entry into the site is 'xxxxx'.
The first time a dealer enters the web site and provides a Username and default password, the screen at the top of the following page will appear. Lexus strongly urges that you change the default password to secure the ordering process at your dealership. Passwords may be any 5-digit combination of alpha or numeric characters. If the password needs to be reset please contact Lexus Service Operations at 310-468-4968.
After changing the default password, the following screen will be displayed.
To place an order for a label click "Order Label." The label order screen will then be displayed. To submit an order enter the remaining 9 digits of the VIN and click on "Find."
You must enter the name of the individual at your dealership to which the label should be sent. Confirm the customer information. You must enter either a home phone number or business phone number for the customer (including area code).
Once you have entered the dealer contact information, verified the customer information and entered a customer phone number click on the "Print Form" button. This will print a copy of the form that your service consultant will need to present to and review with the customer at the time the vehicle is brought into the dealership for the repair. The form with original customer signature will serve as the customer's authorization to order the AMEX gift card on his behalf and as a Power of Attorney for those vehicles that may require re-registration and title correction. Proper administration of this form is explained in Vehicle Re-titling and Re-registration and the GX 470 Gift Card sections of this handbook.
After the form has been printed click on the "Complete Label Order" button. This will submit your order to Lexus. You will be returned to the following screen that will have a note in red confirming your order.
You may then place another order or log out of the web site.
Error messages will be displayed to the dealer if an incorrect VIN is entered, a VIN outside the applicable VIN range is entered or if a replacement label has already been ordered for the VIN.
Orders received on standard business days by Noon PST will be shipped that same business day by UPS Second Day delivery.
Your dealership may view reports listing your Certification Regulation Label orders, the status of the label shipment to your dealer, the status of the AMEX gift card request, the status of the luxury tax reimbursement as applicable, and the whether or not the documents you submitted for vehicle title correction and re-registration have been received. To view this report click on "Report Labels Ordered" in the label ordering website.
A report similar to the sample on the following page will be displayed. You have the ability to select a date range of orders to display.
If you need to reprint a form or correct a customer's name on a reprinted form you may do so by clicking on the Order Form Number hot link in the report section of the web site.
Lost Labels
If your dealership loses the Certification Regulation Labels that are sent to it in response to an order via the special web site it will be required to order a replacement label following the normal procedures for doing so. Please refer to TSIB PG002-02 accessed via TIS over Dealer Daily. This bulletin provides instructions and a form that you must complete and submit to TMS as directed in the bulletin. Please be aware that these labels will clearly state "Replacement" on them. Additionally, these replacement labels are $25 each.
Payment of Luxury Tax
Lexus will reimburse your dealership for the luxury tax exposure on those vehicles retailed in 2002. At that time the luxury tax was calculated at a rate of 3% of the transaction price over $40,000. Lexus has enclosed a list of GX 470 vehicles retailed by your dealership in 2002 with the General Manager envelope of the SSC 3LA package. To receive reimbursement:
- Photocopy the documents indicating the final transaction price and attach final documentation that the luxury tax has been paid to the government.
Attach to the top of the documentation a list by VIN of the amount of luxury tax paid.
- Send the photocopies and evidence of tax payment (all vehicles retailed in 2002 in one package) to:
Lexus
Attn: Luxury Tax Reimbursement / L203
19001 S. Western Ave.
Torrance, CA 90509
- Lexus will verify the documentation and will credit your dealership via a miscellaneous credit to your dealer statement. The credit invoice will be similar to the sample below. The credit documentation will list each VIN and the amount credited to enable cross-reference by your dealership. If all documentation is complete Lexus will process your credit within two weeks of receipt and verification.
- Because we will reimburse these costs, Lexus expects you to pay the government or reimburse the customer if inadvertently collected.
- Lexus will also credit each dealer by separate invoice two hours (calculated using the dealer's warranty labor rate) per VIN for the administrative effort necessary to pull the required documentation and process it.
Vehicle Title Correction and Re-Registration
Lexus has contracted with Impartial Services Group (ISG) to handle the details of the title correction and any re-registration that applies to the affected GX 470 units. To accomplish this we need the customer's written approval and permission.
- Lexus has set up a web site (http://lexus.imagespm.info ) to obtain the replacement label to be installed on the vehicle pursuant to this SSC.
- Dealers must obtain critical pieces of information from the customer so this job can be accomplished with a minimum of customer inconvenience. Refer to the chart on the next page.
At the time the appointment is set it is essential that the following be asked of the customer.
| Vehicle financed or leased? | Vehicle purchased outright? |
|---|---|
| Single owner Set up appointment and obtain the name of the lien holder. Name of lienholder/lessor can be found on the vehicle registration card.
|
Single owner Set up appointment. Advise owner to bring title in at the appointment time. |
| Co-owned Option 1 Both owners come to the dealer at the appointment date and time to have the vehicle repaired.
|
Option 1 Both owners come to the dealer at the appointment date and time to have the vehicle repaired. Advise the owner to bring title in at the appointment time.
|
| Option 2 If both owners are unable to come to the appointment at the same time, the dealer is to send the generic Power of Attorney form and the state specific Power of Attorney* form to each customer for signature and notarization. Advise the customers that the signed and notarized original Power of Attorney forms must accompany one of the owners when the vehicle is brought in for repair. Co-owned |
Option 2 If both owners are unable to come to the appointment at the same time, the dealer is to send the generic Power of Attorney form and the state specific Power of Attorney* form to each customer for signature and notarization. Advise the customers that the signed and notarized original Power of Attorney forms must accompany one of the owners when the vehicle is brought in for repair. |
| *The state specific Power of Attorney must be signed by customers in Alabama, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, North Dakota, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, and Wyoming. This form must be provided to Lexus. | *The state specific Power of Attorney must be signed by customers in Alabama, Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Mexico, North Carolina, North Dakota, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, and Wyoming. This form must be provided to Lexus. |
The Power of Attorney must have the original signature(s), and be notarized.
Income Tax
Should a customer have a concern about income tax implications, please reassure the customer we will work with him and that he should call the Lexus Customer Satisfaction Center at 1-800-25-LEXUS (800-255-3987).
GX 470 Gift Card
The customer notification letter advises the customer to contact your dealership to set an appointment to have a new label installed. The letter also states that each affected customer is eligible to receive a Lexus GX 470 gift card worth $1,000. The gift card can be redeemed at any Lexus dealership nationwide for a period of two years from the date of issue. Usage of the card is exclusive to Lexus. Eligible customers will have up to 9 months from the initial SSC notification on March 31, 2003 to claim their gift card. Due to the complex nature and administration of the program, gift cards will not be offered to eligible customers after the time period expires on December 31, 2003.
Gift Card Request
In order to request a gift card for a customer, your dealership will first be required to order a Certification Regulation Label via a special Internet site, http://lexus.imagespm.info. The request form will be pre-populated with the VIN, dealership, and customer information based on vehicle retail delivery record (RDR). Your dealership will be responsible for verifying that the customer information is accurate and up to date prior to printing the form.
Upon completion of the gift card request, the request form must be printed utilizing the print function on the web site. The request form must then be reviewed and signed by the customer prior to being sent to Program Headquarters. The original document containing the customer's signature will be required to process gift card requests. Photocopies or faxes will not be accepted. Gift card requests received without a signature will be denied and returned to the dealership for completion.
Gift Card Fulfillment
Please utilize the special program envelopes included in your SSC kit when sending the request form to Program Headquarters. All completed forms must be mailed to the following address:
GX 470 Gift Card Redemption
Mail Drop: L201
19001 S. Western Ave.
Torrance, CA 90509
Fulfillment of each gift card will take 6 to 8 weeks for delivery. All gift cards will be personalized with the customer's name and are non-transferable. All customer inquiries regarding the gift card program or to report lost or stolen cards should be directed to the following e-mail address or the Lexus Customer Satisfaction Department:
GX470GiftCard@Toyota.com
Toll Free: 1-800-255-3987 / 1-800-25-LEXUS
TDN and DMS Systems
The labor operation code has been transmitted to your dealership (see page 23 for opcode). Remember that each dealership using TDN must request and apply it to the dealer system. If your dealership has not received the operation code, call the TDN hotline at (800-421-8154 ). 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 problem?
A1: Certain 2003 model year Lexus GX 470 vehicles may have the incorrect Gross Vehicle Weight Rating (GVWR) printed on the Certification Regulation Label, which is located on the driver's side center pillar. The GVWR is incorrectly reflected on the label as 6,200 pounds. The correct GVWR should be 6,000 pounds.
Q2: What is the cause of this condition?
A2: The incorrect GVWR was printed on the label due to an input error.
Q3: Which and how many vehicles are involved?
A3: Certain 2003 model year Lexus GX 470 vehicles are involved. There are a total of 5,878 vehicles involved in the U.S.
Q4: What is the production range of the involved vehicles?
A4: The affected GX 470 vehicles were produced from late October 2002 to late January 2003.
Q5: How many cases of this condition have been reported?
A5: There have been no cases of this condition reported in the affected GX 470.
Q6: What is Lexus going to do?
A6: Owners of the involved vehicles will receive a Special Service Campaign notification by first class mail in early April 2003.
Owners will be requested to contact their local Lexus dealer to place an order for the corrected Certification Regulation Label and to set an appointment to have the label replaced.
Q7: How long will the repair take?
A7: The Certification Regulation Label is specifically printed for each vehicle with the VIN, vehicle color and other vehicle information. Customers will be requested to contact the dealer to pre-order a label. Once the label arrives at the dealership, customers will be contacted to bring the vehicle in for label replacement. The replacement may take approximately 15 minutes. However, depending upon the dealer's work schedule, it may be necessary to make the vehicle available for a longer period of time.
Q8: Does this condition affect other Lexus of Toyota models?
A8: No, this condition only affects 2003 model year Lexus GX 470 vehicles.
Q9: What should an owner do if they are concerned about this condition?
A9: Owners of involved GX 470 vehicles can identify their vehicle by examining the Certification Regulation label located on the driver's side center pillar.
Calls to Your Customers
- Customers involved
in the SSC
- Although each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the SSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service. Also 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:
Holly Ferris, Lexus Public Relations Manager
IMPLEMENTING THE 3LA SSC
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.
{Preferred}
Lexus Customer Convenience System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a rate of $44.00 per day. (Lexus vehicles only.)
{Preferred}
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.
Enterprise Rent-A-Car
Recognizing that loaner car capacity may become an issue, Lexus is continuing special arrangements with Enterprise Rent-A-Car to supplement the demand. The specially negotiated price includes a $35.00 per day charge for premium cars and an $11.99 per day rate, plus applicable taxes, for full collision protection (C.D.W.). The total is $46.99, plus tax, in all 48 contiguous states except for New York where the rate structure is different due to state laws covering the sale of a Collision Damage Waiver.
An important feature to this preferred rental arrangement is that this rate entitles your customers to any available Enterprise vehicle including luxury vehicles. So please provide them with a selection of the best available vehicles. Also please employ the strategy (where practical) that SSC customers receive Lexus vehicles and Enterprise vehicles are reserved for regular service customers.
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 below 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 fifteen minutes. 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 or the driver's side center pillar for the correct Certification Regulation 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.
- The service consultant obtains customer signature on AMEX gift card/Power of Attorney form.
- If the customer has an appointment, pull the work order; otherwise, create a work order reflecting the need to complete the SSC 3LA 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 3LA.
| Repair | Claim Type | Opcode | Labor Hours(1) | Sublet | ||
|---|---|---|---|---|---|---|
| Replace the Certification Regulation Label | SC | 3506B1 | 0.3 | GA (fuel), TW (tow), RT (loaner vehicle), DE (pick-up and delivery or remote repair), or CW (car wash) as required and substantiated by invoices and not requested on an SSC 3LB or 3LC claim. | ||
|
||||||
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
- Special Service Campaign customers may also be given L.C.C.S. vehicles at the normal reimbursement rate of $44.00 per day
- Lexus has negotiated a special day rate of $46.99 plus tax per day with Enterprise Rent-A-Car as an option (includes C.D.W., Collision Damage Waiver insurance)
- 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
CUSTOMER NOTIFICATION LETTER FOR VEHICLES RETAILED AFTER DEC. 31, 2002
2003 MY Lexus GX 470 Certification Label Replacement
SAFETY RECALL NOTICE
Dear Lexus Customer:
This notice is 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 the Gross Vehicle Weight Rating (GVWR) printed on the Certification Regulation ("CR") Label located on the driver's side center pillar on certain 2003 Model Year Lexus GX 470 vehicles.
What is the problem?
Certain 2003 Model Year Lexus GX 470 vehicles may have the incorrect Gross Vehicle Weight Rating (GVWR) printed on the CR Label, which is located on the driver's side center pillar. The GVWR is incorrectly reflected on the label as 6,100 lbs. The correct GVWR should be 6,000 lbs. Therefore, the certification label does not satisfy information requirements described in the standards of 49 CFR part 567.
What will Lexus do
To correct the labeling error, any Lexus dealer will inspect and, if necessary, replace the CR label at no cost to you. Further, because we understand that the incorrect label may raise some additional issues for you as a customer, Lexus has also developed on Owner Support Program, which is described in detail below.
What should you do?
Please contact your local Lexus dealer to pre-order a label. Once the label arrives at the dealership, your dealer will contact you to schedule an appointment for the label replacement.
The labor time necessary for the label replacement is approximately 15 minutes. 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.
Owner Support Program
Because we understand that the incorrect label may raise some additional issues for you as a customer, Lexus has also developed the following Owner Support Program for customers who purchased or leased an incorrectly labeled 2003 GX 470 ("Owners") after December 31, 2002:
- Lexus will reimburse applicable state and local vehicle registration and title fees, if you are required to re-register and/or re-title your vehicle as a result of the label change. Your Lexus dealer will be able to assist you with any required re-registration and re-titling process after the CR label is replaced on your vehicle.
- In addition because we value our relationship with you, Lexus also will provide you with a $1,000 American Express Debit Card good for any purchase of goods or services at any authorized Lexus dealership.
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 888-327-4236.
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.
CUSTOMER NOTIFICATION LETTER FOR VEHICLES RETAILED PRIOR TO DEC. 31, 2002
2003 MY Lexus GX 470 Certification Label Replacement
SAFETY RECALL NOTICE
Dear Lexus Customer:
This notice is 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 the Gross Vehicle Weight Rating (GVWR) printed on the Certification Regulation ("CR") Label located on the driver's side center pillar on certain 2003 Model Year Lexus GX 470 vehicles.
What is the problem?
Certain 2003 Model Year Lexus GX 470 vehicles may have the incorrect Gross Vehicle Weight Rating (GVWR) printed on the CR Label, which is located on the driver's side center pillar. The GVWR is incorrectly reflected on the label as 6,100 lbs. The correct GVWR should be 6,000 lbs. Therefore, the certification label does not satisfy information requirements described in the standards of 49 CFR part 567.
What will Lexus do
To correct the labeling error, any Lexus dealer will inspect and, if necessary, replace the CR label at no cost to you. Further, because we understand that the incorrect label may raise some additional issues for you as a customer, Lexus has also developed on Owner Support Program, which is described in detail below.
What should you do?
Please contact your local Lexus dealer to pre-order a label. Once the label arrives at the dealership, your dealer will contact you to schedule an appointment for the label replacement.
The labor time necessary for the label replacement is approximately 15 minutes. 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.
Owner Support Program
Because we understand that the incorrect label may raise some additional issues for you as a customer, Lexus has also developed the following Owner Support Program for customers who purchased or leased an incorrectly labeled 2003 GX 470 ("Owners") before January 1, 2003:
- The so-called Luxury Tax should have been collected on vehicles sold or leased on or before December 31, 2002. Lexus will arrange for the payment of the Luxury Tax on your behalf. You do not need to do anything.
- Lexus will reimburse applicable state and local vehicle registration and title fees, if you are required to re-register and/or re-title your vehicle as a result of the label change. Your Lexus dealer will be able to assist you with any required re-registration and re-titling process after the CR label is replaced on your vehicle.
- In addition because we value our relationship with you, Lexus also will provide you with a $1,000 American Express Debit Card good for any purchase of goods or services at any authorized Lexus dealership.
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 888-327-4236.
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
3. AFFECTED VIN RANGE
| Model | Year | VIN Range | |
|---|---|---|---|
| VDS | Range | ||
| GX 470 | 2003 | BT20X | 0001032 - 0007365 |
4. PREPARATION
A. PARTS
No parts are required for this campaign.
- Certification Regulation Labels have been provided to each dealer for dealer stock vehicles.
- A process to order customer labels is explained in the Ordering Replacement Labels section of this handbook.
B. TOOLS
- No tools are required
5. WORK PROCEDURE
A. CERTIFICATION LABEL REPLACEMENT
- Verify that you have received the correct label by matching the VIN on the new label and the VIN on the old label. Verify that all 17 characters of the VIN match on both labels.NOTE: Prior to removing the old label note its location and orientation. The new label must be installed in the same location and orientation.
- Carefully peel the old Certification Label from the vehicle. Affix the old label to the repair order hard copy.NOTE: Warming the label with a hair dryer may aid in removal of the old label.
- White "TOYOTA" lettering will remain after the label has been removed. Clean the area with an adhesive remover to remove any traces of the old label.
- Make sure that area where the new label is to be installed is dry and clean.
- Remove the backing sheet from the new label, and affix to area shown in the diagram.NOTE: Carefully apply the new label while smoothing out any air bubbles.
6. SSC COMPLETION LABEL INSTALLATION
- After completing the repair and before returning the vehicle to the owner, an SSC completion label that is enclosed in the owner's notification letter must be affixed to the left front door hinge post near the check strap. The label is to be filled out as follows:
- Write in SSC 3LA.
- Write in the date the repair was performed.
- Write in your dealer code.
- Additional SSC completion labels, in sheets of 50 (P/N 00410-01917), may be ordered through the non-parts system on a 1450 order form or through the dealer system.