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General| Brand | Lexus |
|---|---|
| Model | 1993 ES300 |
| Category | Automobile |
| Language | English |
Handbook contains general procedures for Lexus SSCs and LSCs.
Schedule and sample letter included in dealer notification package.
Opportunity to demonstrate Lexus commitment to total customer satisfaction.
Specific vehicle model, year, and VIN range applications included in package.
Plan carefully to accommodate additional service volume.
Dealer notification package includes info on tools and equipment for repairs.
Service staff should review repair procedures in dealer notification package.
Dealer notification package contains specific part number info and order procedures.
Labor operation codes transmitted to dealership; DMS files updated automatically.
Develop strategy to communicate effectively using Q&A from package.
For customers involved and not involved in SSC/LSC.
Institute a system to respond to customer inquiries accurately.
Refer media calls directly to Lexus headquarters.
Demonstrate Lexus cares by honoring loaner car requests.
Plan for customers 100+ miles from nearest Lexus dealership.
Guidelines for customer arrival, explaining repair time and type.
Wash/clean vehicle, fill gas tank, notify customer for re-delivery.
Very important for high customer satisfaction; explain repairs.
100% after-service follow-up is critical for customer satisfaction.
Explains policies and procedures for warranty claim submission.
Lists provisions for gas fill-up, washing, loaners, remote repairs.
Use sublet to claim special services with SSC/LSC repair.
Each sublet must be a separate entry with specific details.
Qualified vehicles limited to specific VIN range for this SSC.
Determine manpower and facility needs to process vehicles.
Determine manpower and facility needs to process vehicles.
List of specific tools needed for A/C repairs in the campaign.
Technicians must be MACS or ASE certified for A/C repairs.
Part number and quantity for lubricant.
Parts for expansion valve, liquid/suction tubes, and O-rings.
System for timely reorder quantities of SSC parts.
Labor operation code for AC refrigerant oil charge.
Labor operation code for AC oil charge after recovery/recharge.
Labor operation code for AC oil charge with no leaks.
Labor operation code for expansion valve replacement.
Labor operation code for customer reimbursement.
Details on models affected, quantity, and campaign scope.
Explanation of AC expansion valve malfunction due to temp/humidity.
Details on how Lexus remedies the condition and what owners should do.
Contacting customers involved in the SSC.
Addressing concerns for customers not part of the campaign.
System for accurate and consistent customer information.
Contact person for media inquiries at Lexus headquarters.
Ensuring adequate supply of service loaners for customers.
Checking customer service history before contact.
Scheduling appointments and reserving parts.
DSPM works with dealers to develop action plans for remote customers.
Details of the appointment/work order entry screen.
Screen for reserving parts for the SSC.
Guidelines for customer arrival, explaining repair time and type.
Wash/clean vehicle, fill gas tank.
Explain repairs and thank the customer.
Critical for overall success and customer satisfaction.
Explains policies and procedures for warranty claim submission.
Key provisions for gas fill-up, washing, loaners, remote repairs.
Using sublet codes like 'GA', 'RT', 'DE', 'ZZ' for special services.
Selecting 'SC' or 'RG' claim types in Repair Order Management.
Example of creating an invoice for inspection services.
Display of total amounts, cost, sale, and warranty information.
Example of creating an invoice for expansion valve replacement.
Display of total amounts, cost, sale, and warranty information.
Procedure to locate the Vehicle Identification Number (VIN) on the vehicle.
How to inspect the A/C sight glass for refrigerant volume.
Steps for Case A: refrigerant volume proper or excessive.
Steps for Case B: gas leak inspection in locations other than drain hose.
Steps for Case C: refrigerant volume low or empty.
Technical specifications for the ES 300 A/C system.
Flow chart to determine if a vehicle is involved in the SSC.
Procedure to locate and check the VIN for SSC eligibility.
Check for existing SSC completion label on the vehicle.
Details on information required for submitting a paper warranty claim.
Fields for sublet type, description, part numbers, and quantities.
Fields for authorization number, type, labor, sublet, parts, and mark-up amounts.
How to calculate the total claim amount including parts mark-up.
Field for describing conditions requiring special services like pick-up/delivery.
Example claim for adding refrigerant oil charge with protector.
Example claim for AC oil charge after recovery and recharge.
Example claim for AC oil charge after leak confirmation.
Example claim for expansion valve replacement.
Example claim for customer reimbursement for previous repairs.
Explanation of the AC expansion valve malfunction.
Lexus' actions: inspection, repair, lubricant injection.
Customer actions: make an appointment, present notice.
Contact information for Lexus Customer Assistance Center.
Affix and fill out the SSC completion label on the vehicle.
Procedure to locate and check the VIN for SSC eligibility.
Check for existing SSC completion label on the vehicle.
Table showing refrigerant volume conditions and corresponding symptoms.
List of equipment required for the drain hose leak inspection.
Procedure to determine if refrigerant gas is leaking from the drain hose.
Steps for correct refrigerant volume, including oil charge.
Steps for too high refrigerant volume: recover, recharge, oil charge.
Steps for low or empty refrigerant volume, including disassembly and inspection.
Steps for removing covers, panels, and compartments.
Steps for removing ECU, blower unit, and evaporator cover.
Removing, inspecting, and reinstalling expansion valve and tubes.
Actions based on leak found or no leak found results.
Torque values for expansion valve and tube installations.
Specified amount of refrigerant for charging the A/C system.
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