Customer Support Program 19LE05 - Multiple Models And Model Years Coverage For Safety Connect System - Vehicle Location Inaccurate (L-CP-19LE05-A110-D)
Publication date: 2020-02-05Reference number: L-CP-19LE05-A110-D
Supersedes refnos: 19LE05
CUSTOMER SUPPORT PROGRAM 19LE05 - MULTIPLE MODELS AND MODEL YEARS COVERAGE FOR SAFETY CONNECT SYSTEM - VEHICLE LOCATION INACCURATE
SERVICE CAMPAIGN BULLETIN
| LEXUS: | 2011 - 2017 CT 200h; 2013 - 2017 ES 300h; 2010 - 2017 ES 350; 2016 - 2017 GSF; 2016 - 2017 GS 200T; 2011 - 2017 GS 350; 2013 - 2017 GS 450h; 2010 - 2018 GX 460; 2013 - 2014 IS F; 2016 - 2017 IS 200T; 2010 - 2015 IS 250; 2013 - 2015 IS 250C; 2016 - 2017 IS 300; 2013 - 2017 IS 350; 2013 - 2015 IS 350C; 2013 - 2017 LS 460; 2013 - 2016 LS 600h; 2010 - 2017 LX 570; 2015 - 2017 NX 200T; 2015 - 2017 NX 300h; 2015 - 2017 RC F; 2016 - 2017 RC 200T; 2016 - 2017 RC 300; 2015 - 2017 RC 350; 2010 - 2017 RX 350; 2010 - 2017 RX 450h |
| SECTION: | CAMPAIGN |
| COPYRIGHT: | © 2018 Lexus, a division of Toyota Motor Sales, USA License Agreement TMS1002 |
SERVICE INFORMATION
The attached Dealer Letter has been updated. Refer to the details below.
| DATE | TOPIC |
|---|---|
| February 05, 2020 | Customer Support Program 19LE05 vehicle total has increased by approximately 1, 950 vehicles. Approximately 1, 970 vehicles were moved from Limited Service Campaign KLG to Customer Support Program 19LE05. Approximately 20 vehicles were moved from Customer Support Program 19LE05 to Limited Service Campaign KLG. |
| December 10, 2019 | Vehicle total has decreased by approximately 6, 260 vehicles. Vehicles were moved from Customer Support Program 19LE05 and added to Limited Service Campaign KLG. |
| November 13, 2019 | Opcodes are now available to submit warranty claims on vehicles still under the New Vehicle Limited Warranty (4yrs/50, 000 miles). |
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.
| Model/Years | Production Period | Approximate Total Vehicles |
|---|---|---|
| 2011 - 2017 Model Year CT 200h | Early March 2011 - Early April 2017 | 57, 550 |
| 2013 - 2017 Model Year ES 300h | Early February 2012 - Late August 2017 | 52, 560 |
| 2010 - 2017 Model Year ES 350 | Late October 2009 - Early September 2017 | 231, 560 |
| 2016 - 2017 Model Year GSF | Mid-July 2015 - Early August 2017 | 1, 150 |
| 2016 - 2017 Model Year GS 200T | Early July 2015 - Late August 2017 | 1, 470 |
| 2011 - 2017 Model Year GS 350 | Early October 2010 - Early September 2017 | 65, 170 |
| 2013 - 2017 Model Year GS 450h | Early January 2013 - Late August 2017 | 390 |
| 2010 - 2018 Model Year GX 460 | Early January 2010 - Early August 2018 | 97, 550 |
| 2013 - 2014 Model Year IS F | Early September 2012 - Late July 2014 | 210 |
| 2016 - 2017 Model Year IS 200T | Early April 2015 - Early October 2017 | 37, 500 |
| 2010 - 2015 Model Year IS 250 | Early April 2010 - Early August 2015 | 88, 910 |
| 2013 - 2015 Model Year IS 250C | Late July 2012 - Early August 2015 | 5, 090 |
| 2016 - 2017 Model Year IS 300 | Early April 2015 - Early October 2017 | 14, 160 |
| 2013 - 2017 Model Year IS 350 | Late August 2012 - Late September 2017 | 24, 460 |
| 2013 - 2015 Model Year IS 350C | Late August 2012 - Early August 2015 | 2, 110 |
| 2013 - 2017 Model Year LS 460 | Late May 2012 - Mid-August 2017 | 27, 020 |
| 2013 - 2016 Model Year LS 600h | Early June 2012 - Early August 2016 | 220 |
| 2010 - 2017 Model Year LX 570 | Late June 2010 - Early August 2017 | 16, 720 |
| 2015 - 2017 Model Year NX 200T | Mid-February 2014 - Early September 2017 | 111, 280 |
| 2015 - 2017 Model Year NX 300h | Late February 2014 - Late August 2017 | 5, 830 |
| 2015 - 2017 Model Year RC F | Early June 2014 - Early November 2017 | 3, 360 |
| 2016 - 2017 Model Year RC 200T | Mid-June 2015 - Late November 2017 | 4, 620 |
| 2016 - 2017 Model Year RC 300 | Early June 2015 - Mid-November 2017 | 2, 380 |
| 2015 - 2017 Model Year RC 350 | Mid-April 2014 - Late November 2017 | 16, 670 |
| 2010 - 2017 Model Year RX 350 | Late August 2009 - Mid-December 2017 | 387, 320 |
| 2010 - 2017 Model Year RX 450h | Early November 2009 - Mid-December 2017 | 32, 440 |
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage for Safety Connect System - Vehicle Location Inaccurate.
BACKGROUND
The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the DCM software, after November 2nd , 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if one of the system's features is activated.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
CUSTOMER SUPPORT PROGRAM DETAILS
This Customer Support Program provides coverage as it applies to incorrectly calculated GPS coordinates due to the Data Communication Module being programmed incorrectly.
- This coverage will be offered until December 1, 2022 regardless of mileage.
This coverage is for work performed at an authorized Lexus dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner's Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.
This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer does not have a Safety Connect subscription, this condition does not affect any functions of the customer's vehicle
COVERED VEHICLES
There are approximately 1, 287, 840 vehicles covered by this Customer Support Program. There were no vehicles distributed to Puerto Rico affected by this Customer Support Program.
Customer Handling, Parts Ordering, and Remedy Procedures
CUSTOMER CONTACTS
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Customer Support Program. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
CUSTOMER MARKETING
Direct marketing of this Customer Support Program is strictly prohibited pursuant to Lexus Warranty Policy 5.21, "Warranty Solicitation." Non-compliance of this policy may result in a claim debit.
MEDIA CONTACTS
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must be directed to Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this contact only to media.
TECHNICIAN TRAINING REQUIREMENTS
The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing this repair are required to successfully complete the most current version of the E-Learning course "Safety Recall and Service Campaign Essentials" and course HL511A. To ensure that all vehicles have the repair performed correctly; technicians performing this repair are required to currently hold at least one of the following certification levels:
- Certified
- Senior
- Master
Always check which technicians can perform the repair by logging on to https://LCTPReports.com . It is the dealership's responsibility to select technicians with the above certification level or greater to perform this repair. Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider technician days off and vacation schedules to ensure there are properly trained technicians available to perform this repair at all times.
CAMPAIGN SPECIAL SERVICE TOOLS
| These tools have been provided to the dealership at the launch of LSC K0P, they are necessary when performing the recalibration.(1) | |||
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REMEDY PROCEDURES
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle during the time of appointment.
Warranty Reimbursement Procedures
REIMBURSEMENT PROCEDURE
| Op Codes | Description | Time | OFP | T1 | T2 |
|---|---|---|---|---|---|
| LDCM01 | Confirm Calibration ID, No Update Needed | 0.3 | 86740 - ***** 86741 - ***** |
87 | 74 |
| LDCM02 | Confirm Calibration ID and Recalibrate DCM Type 13/14 | 2.0 | |||
| LDCM03 | Confirm Calibration ID and Recalibrate DCM Type 12 | 2.3 | |||
| LDCM04 | Confirm Calibration ID, Partial Passenger Seat Removal and Recalibrate DCM Type 12 | 2.5 |
| Op Code | Description | Flat Rate Hours |
|---|---|---|
| AHH006 | Confirm Calibration ID, No Update Needed | 0.3 |
| AHH007 | Confirm Calibration ID and Recalibrate DCM Type 13/14 | 2.0 |
| AHH008 | Confirm Calibration ID and Recalibrate DCM Type 12 | 2.3 |
| AHH009 | Confirm Calibration ID, Partial Passenger Seat Removal and Recalibrate DCM Type 12 | 2.5 |
| Model | Model Year | DCM Type | Partial Passenger Seat Removal required |
|---|---|---|---|
| CT200H | 2011-2017 | DCM-12 | Yes |
| 2014-2017 | DCM-13/14 | Not Required | |
| ES300H | 2013-2015 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| ES350 | 2010-2015 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| GS F | 2016-2017 | DCM-13/14 | Not Required |
| GS200T | 2016-2017 | DCM-13/14 | Not Required |
| GS350 | 2011-2014 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| GS450H | 2013-2014 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| GX460 | 2010-2015 | DCM-12 | Yes |
| 2014-2018 | DCM-13/14 | Not Required | |
| IS F | 2013-2014 | DCM-12 | Not Required |
| IS200T | 2016-2017 | DCM-13/14 | Not Required |
| IS250 | 2010-2014 | DCM-12 | Yes |
| 2014-2015 | DCM-13/14 | Not Required | |
| IS250C | 2013-2015 | DCM-12 | Not Required |
| IS300 | 2016-2017 | DCM-13/14 | Not Required |
| IS350 | 2013-2014 | DCM-12 | Yes |
| 2014-2017 | DCM-13/14 | Not Required | |
| IS350C | 2013-2015 | DCM-12 | Not Required |
| LS460 | 2013-2014 | DCM-12 | Not Required |
| 2015-2017 | DCM-13/14 | Not Required | |
| LS600H | 2013-2014 | DCM-12 | Not Required |
| 2015-2016 | DCM-13/14 | Not Required | |
| LX570 | 2010-2015 | DCM-12 | Not Required |
| 2016-2017 | DCM-13/14 | Not Required | |
| NX200T | 2015 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| NX300H | 2015-2017 | DCM-13/14 | Not Required |
| RC F | 2015 | DCM-12 | Yes |
| 2015-2017 | DCM-13/14 | Not Required | |
| RC200T | 2016-2017 | DCM-13/14 | Not Required |
| RC300 | 2016-2017 | DCM-13/14 | Not Required |
| RC350 | 2015-2017 | DCM-13/14 | Not Required |
| RX350 | 2010-2015 | DCM-12 | Not Required |
| 2016-2017 | DCM-13/14 | Not Required | |
| RX450H | 2010-2015 | DCM-12 | Not Required |
| 2016-2017 | DCM-13/14 | Not Required |
CLAIM FILING ACCURACY AND CORRECTION REQUESTS
It is the dealer's responsibility to file claims correctly for this Customer Support Program. This claim filing information is used by Lexus for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Campaign Designation/Phase Decoder
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to implement this Customer Support Program.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
CUSTOMER SUPPORT PROGRAM 19LE05 - Q&A
CUSTOMER SUPPORT PROGRAM 19LE05
Multiple Models and Model Years
Coverage for Safety Connect System - Vehicle Location Inaccurate
Frequently Asked Questions
Original Publication Date: October 17, 2019
| DATE | TOPIC |
|---|---|
| February 05, 2020 | Customer Support Program 19LE05 vehicle total has increased by approximately 1, 950 vehicles. Approximately 1, 970 vehicles were moved from Limited Service Campaign KLG to Customer Support Program 19LE05. Approximately 20 vehicles were moved from Customer Support Program 19LE05 to Limited Service Campaign KLG. |
| December 10, 2019 | Vehicle total has decreased by approximately 6, 260 vehicles. Vehicles were moved from Customer Support Program 19LE05 and added to Limited Service Campaign KLG. |
The most recent update will be highlighted with a red box.
Q1: What is the condition?
A1: The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the DCM software, after November 2nd , 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if one of the system's features is activated.
Q1a: What is the Safety Connect system?
A1a: Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data and embedded cellular technology to provide Automatic Collision Notification, Emergency Assistance, Enhanced Roadside Assistance, and Stolen Vehicle Locator services to subscribers.
Q1b: I'm not sure if I have a Safety Connect subscription; how can I tell if the system is active on my vehicle?
A1b: Safety Connect service is available by subscription on select, telematics hardware-equipped vehicles. Owners can contact any Lexus dealership or the Lexus Guest Experience Center to see if their vehicle has an active subscription.
Q2: Are there any warnings that this condition exists?
A2: No. There are no warnings that this condition exists.
Q3: Why are some vehicles involved in this Customer Support Program and others involved in Limited Service Campaign "KLG"? What is the difference?
A3: Lexus has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Lexus recommends that customers have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after 10/1/2017 were included in Limited Service Campaign LSC KLG. Vehicles that did not have an active Safety Connect subscription on or after 10/1/2017 but are affected by this condition are included in this Customer Support Program (19LE05).
Q4: My Safety Connect subscription is not active. Do I need to have this repair completed?
A4: This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer is not activating a Safety Connect subscription, it is not necessary to have the repair completed.
Q5: What is Lexus going to do?
A5: Because this condition will only impact customers who are reactivating their vehicles' Safety Connect subscription, customers will be notified of this CSP during the reactivation process and will be provided instructions on how to have the DCM software updated at their local authorized dealer. A copy of the communication that is provided to customers at subscription activation is included for your reference. The DCM software update must be performed in order for certain features of Safety Connect to work as designed.
Q6: What should I do to have the software update performed?
A6: If you are activating a Safety Connect subscription, please make an appointment with your local authorized Lexus dealer to have the software update performed FREE OF CHARGE. If you are not activating a Safety Connect subscription, there is no action necessary at this time.
Q7: Which and how many vehicles are covered by this Customer Support Program?
A7: There are approximately 1, 287, 840 vehicles covered by this Customer Support Program.
| Model Name | Model Year | Approximate Total Vehicles | Production Period |
|---|---|---|---|
| CT 200h | 2011 - 2017 | 57, 550 | Early March 2011 - Early April 2017 |
| ES 300h | 2013 - 2017 | 52, 560 | Early February 2012 - Late August 2017 |
| ES 350 | 2010 - 2017 | 231, 560 | Late October 2009 - Early September 2017 |
| GS F | 2016 - 2017 | 1, 150 | Mid-July 2015 - Early August 2017 |
| GS 200T | 2016 - 2017 | 1, 470 | Early July 2015 - Late August 2017 |
| GS 350 | 2011 - 2017 | 65, 170 | Early October 2010 - Early September 2017 |
| GS 450h | 2013 - 2017 | 390 | Early January 2013 - Late August 2017 |
| GX 460 | 2010 - 2018 | 97, 550 | Early January 2010 - Early August 2018 |
| IS F | 2013 - 2014 | 210 | Early September 2012 - Late July 2014 |
| IS 200T | 2016 - 2017 | 37, 500 | Early April 2015 - Early October 2017 |
| IS 250 | 2010 - 2015 | 88, 910 | Early April 2010 - Early August 2015 |
| IS 250C | 2013 - 2015 | 5, 090 | Late July 2012 - Early August 2015 |
| IS 300 | 2016 - 2017 | 14, 160 | Early April 2015 - Early October 2017 |
| IS 350 | 2013 - 2017 | 24, 460 | Late August 2012 - Late September 2017 |
| IS 350C | 2013 - 2015 | 2, 110 | Late August 2012 - Early August 2015 |
| LS 460 | 2013 - 2017 | 27, 020 | Late May 2012 - Mid-August 2017 |
| LS 600h | 2013 - 2016 | 220 | Early June 2012 - Early August 2016 |
| LX 570 | 2010 - 2017 | 16, 720 | Late June 2010 - Early August 2017 |
| NX 200T | 2015 - 2017 | 111, 280 | Mid-February 2014 - Early September 2017 |
| NX 300h | 2015 - 2017 | 5, 830 | Late February 2014 - Late August 2017 |
| RC F | 2015 - 2017 | 3, 360 | Early June 2014 - Early November 2017 |
| RC 200T | 2016 - 2017 | 4, 620 | Mid-June 2015 - Late November 2017 |
| RC 300 | 2016 - 2017 | 2, 380 | Early June 2015 - Mid-November 2017 |
| RC 350 | 2015 - 2017 | 16, 670 | Mid-April 2014 - Late November 2017 |
| RX 350 | 2010 - 2017 | 387, 320 | Late August 2009 - Mid-December 2017 |
| RX 450h | 2010 - 2017 | 32, 440 | Early November 2009 - Mid-December 2017 |
Q7a: Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
A7a: Yes, the following Toyota vehicles are also covered by Customer Support Program 19TE12. Certain 2013 - 2019 model year 4Runner, certain 2013 - 2017 model year Land Cruiser, certain 2016 - 2017 model year Mirai, certain 2013 - 2017 model year Prius and certain 2013 - 2017 model year Prius V.
Q8: How long will the repair take?
A8: The repair takes approximately two and a half to three hours. However, depending upon the dealer's work schedule, it may be necessary to make the vehicle available for a longer period of time.
Q9: What if I have additional questions or concerns?
A9: If you have additional questions or concerns, please contact Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
OWNER NOTIFICATION LETTER
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Thank you for your interest in Safety Connect! Toyota and Lexus are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to promote customer satisfaction, Toyota and Lexus have initiated a Limited Service Campaign and a Customer Support Program to resolve an issue related to the Safety Connect system. Our records indicate that your vehicle is involved in either the Limited Service Campaign or the Customer Support Program and the repair has not been performed.
Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota and Lexus recommend that you have the free remedy performed before reactivating Safety Connect.
The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect system*. Due to incorrect programming in the DCM software, after November 2nd , 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if one of the system's features is activated.
The Limited Service Campaign and Customer Support Program provide coverage as it applies to incorrectly calculated GPS coordinates due to the Data Communication Module being programmed incorrectly
*Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data and embedded cellular technology to provide Automatic Collision Notification, Emergency Assistance, Enhanced Roadside Assistance, and Stolen Vehicle Locator services to subscribers.
Coverage
The Limited Service Campaign and Customer Support Program are available until December 1st , 2022
What should you do?
If you are reactivating Safety Connect on your vehicle, please contact your authorized Toyota or Lexus dealer to make an appointment to have the Data Communication Module reprogram performed free of charge. The remedy will take approximately two and a half to three hours. However, depending on the dealer's work schedule, it may be necessary to make your vehicle available for a longer period of time.
What if you have other questions?
- Your local Toyota or Lexus dealer will also be more than happy to answer any of your questions.
- Toyota Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
- Lexus Customers with additional questions or concerns may contact the Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
We have provided this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition may have caused you.
Thank you for driving a Toyota or Lexus.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.