Update 08107 /2013 - MAC B Process Flow Updated
Previous versions of these documents should be discarded.

To:

Lexus Dealer Principals, General Managers., Service Managers, Parts Managers
and Warranty Administrators

Subject:

Customer Support Program (CSP) ELL

Please note that direct marketing ofthis Customer Support Program is strictly prohibited
{Warran(y Policy No. 5.22) Non-compliance with this policy may result in a claim debit
Allparts replaced for this repair willbe subject to parts recovery and warran(y parts inspection.
On July 24, 2013, a settlement of claims for Economic Loss arising from allegations of unintended acceleration was approved. The settlement
includes Toyota's agreement to provide a Customer Support Program ("CSP") for 1998-2010 model year (MY) vehicles equipped with an
Electronic Throttle Control System (ETCS) to enhance the coverage of certa in components. This is NOTa recaU or a campaign, but is
providedlo reassure owners that Lexus stands behindthe reliability ofour vehides. Please ensure that involved staff members thoroughly
read and understand the documents relating to this CSP (e.g., the Service Consultant Reference Guide, the Dealer Letter, the O&A, the
Warranty Bulletin and the Service and Parts Operations Communication (SPOC)).

CSP Coverage for Defects in
Material or Workmanship
This Customer Support Program provides Primary Coverage and SecondaryCoveragefor
the applicable components. Please see additional information below.

Primary Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in materials or workmanship in
covered components from the start of CSP ELL, regardless of mileage.

3 Year with NO Mileage Restrictions. Coverage Effective: 08107113- 08107116
Secondary Coverage:
After the 3 year Primary Coverage, Secondary Coverage against defects in materials and workmanship is
applied to the Original Manufacturer's Warranty for each covered component up to a limit of 150,000 miles or
an additional 10 years, whichever comes first.
Note: alter the initial 3 year period, once the vehicle reaches 150,000 miles, it is no longer eligible under this CSP.

DOFU

1

2

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Accelerator Pedal Assembly
Stop Lamp Switch
*Throttle Body Assembly

*Engine Control Module

3

4

5

6

7

Years of Coverage
8 9 10 11 12 13 14 15 16 17 18 19 20

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j10yr/150k Maximum Miles 1
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; 10yr/150k Maximum Miles

:

*Emissions Warranty may vary depending on the vehicle's emission certification and state emission warranty
requirements. Refer to Lexus Warranty Bulletin POL13-01 for assistance.
See Section Titled - Umitations(on following page) for additional information on exclusions and limitations.
Please refer to the Service Consultant Reference Guide for additional information.

Important Note:
-Applicable on or
after 817113
- Not retroactive
- Does not cover:
Abuse
Misuse
Tampering
Vandalism
Flood/Fire
Rebuilt
Impact
Salvaged Title
- Vehicle must be
operable at the
time of the
commencement of
the CSP
-Applicable only to
vehicles that were
originally
distributed in the
US or the US
Territories
- Follow Lexus
Warranty Policy
and Procedures
guidelines.

Customer Support Program (CSP)
Limitations
CSP ELL becomes effective on August 7, 2013. Only 1998-2010 MY vehicles equipped with an Electronic Throttle Control System (ETCS)
are covered under this CSP.

CSP Start Date:
August7, 20t3
Minimum (Primary} Coverage EndDate: August7, 2016

•

This CSP is not retroactive; no refunds or payments will be made for repairs performed prior to the Court Order approving this
settlement.
Only covered components that fail due to a defect in materials or workmanship and otherwise fall within the parameters of this CSP
will be covered.
This CSP does nofcover cosmetic damage or breakage due to outside forces, damage incurred fro~ abuse, vandalism, flood,
misuse, tampering, a crash, and/or other impact, animal, fire, or carbon build-up.
The defect in materials or workmanship in one of the covered components must have occurred on or after the date of
commencement of the CSP.
.
The CSP does not apply to scrapped, salvaged, dismantled, flood:damaged, rebuilt or other branded/ salvage title vehides
·
·
(excluding lemon law branded vehicles).
This CSP is applicable only to vehicles that were originally distributed in the US or the USTerritories.

•

Imported vehicles (ex. Mexico and Canada) are notcovered, even if currently registered in the US.

•
•
•
•
•

* Please refer to the Lexus WatranQI Policy& Procedures Manual (L WPP)for additional assistance.
CSP ELL also provides coverage for select ancillary parts related to the covered components, such as necessary hoses, clips, connectors, etc.,
that are damaged as a result of the CSP repair. Ancillary parts are only covered if they are needed to complete the CSP and were not
damaged prior to repair.

Covered Components
Coverage provided by this CSP ELL will cover defects in materials or workmanship in the following five
components:
•
Engine Control Module.
•
Cruise Control Switch
•
Accelerator Pedal Assembly
Accelerator Pedal Position Sensor (if individually serviceable)
•
Stop Lamp Switch
•
Throttle Bpdy Assembly
Throttle Position Sensor (if individually serviceable)
Throttle Body Motor (if individually serviceable)

Important Note:
The Thr;ottleBody
Assembly may
have f)l1rts that can
be. ih.divid11a/ly ·
serviced. Before
replacing any .
defective Throttle
BodyAssembly,
please ensure the
defective part
cannot be replaced
separately.

CSP ELL-21

l

Customer Support Program (CSP)
What is defined as a· defect in materials or workmanship" under CSP ELL7
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing parts or components (not caused
by abuse/ misuse) and which results in improper function of the component.
Th e fo II owina examo es are orovi ded for re erence:

Not
Covered Covered

Examoles:
Rubber hoses connected to the throttle body are damaged during repairs to the throttle body.

./

Rubber hoses connected to the throttle body are cracked and worn prior to repa ir but the throttle body is OK.

./

Throttle plate has excessive carbon bu ild-up.

./

An animal has damaged the component (e.g. chewed through the wiring).

./

Accelerator pedal position sensor (APPS) is inoperative due to electronic failure.

./
./

Accelerator pedal has a foreign substance on it (e.g. tar, chewing gum, etc.)

./

Cruise control switch is inoperative due to an internal defect.

./

Cruise control switch has broken off or the exterior is heavily worn.
Stop lamp switch is no longer operating correctly due to electronic failure.

./

./

Stop lamp switch is out of adjustment.

./

ECM appears to be damaged by a foreign substance (e.g. Water).

./

ECM is no longer communicating with the ETCS.

./

An aftermarket product has been spliced into the covered component's circuit.

12002 - 2010 ES

2010 HS

1998 - 2010 LX

1998 - 2010 GS

2001 - 2010 IS

2004 - 2010 RX

12007 - 2010 GS HV 1998 - 2010 LS

2006 - 2008, 2010 RX HV

12003 - 2010 GX

1998 - 2000, 2002 - 2010 SC

2008 - 2010 LS HV

Important Note:

Only model year 19982010 vehicles equipped

with an Electronic Throttle
Control System (ETCS)
are covered under this
CSP.
Please refer to TIS and the
Warranty Policy Bulletin
(POL 13-01) to identify
vehicles covered under
this CSP.

Owner Notification
•

Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed administrator, Gilardi and Company.
Approximately 22 million notices were mailed to Lexus, Toyota, and Scion customers informing them of the settlement. In early March
2013, notice of the settlement was also run in select U.S. publications along with banner ads that were posted on the internet.

•

As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty Policy No 5 .22. If it is
determined that a dealer has violated this policy, reimbursement for work performed is subject to charge back.

CSP ELL-31

Customer Support Program (CSP)

Preparation of Dealership
Customer Contact Points
Customers who contact your dealership regarding CSP ELL may not fully understand the parameters of this CSP and how it applies to them.
Lexus has provided the following information along with a Service Consultant Guide (Laminated 11 x 17 inch document) to assist your
dealership in this regard:
•
We suggest each Dealership designate two management level associates with complementary schedules to
become familiar with the details of this CSP.
Important Note:
Responsibility of these Two Associates:
Assign two
Work together to coordinate activities both within the dealership as well as communicate with the Area
(nanagemeht level
Offices.
associates to:
Ensure associates (e.g. Service Consultant, Warranty Administrators, etc.) become familiar with the details - .Coordinate CSP
Activitie$.
and materials related to this CSP.
- Train a/I
Ensure strict adherence to CSP Policies. Inappropriate activities may be subject to claim debit and
associates.
warranty parts inspection.
.- Ensure strict
Reassure customers that Lexus stands behind its products.
adherence to the
Be the first touch points for customers contacting your dealership regarding this program.
CSP Policies.
Reassure the customer of the coverage offered under this CSP (see section titled - CSP Coverage for
"Bethe main

Defects in Materials or Workmanship).

Make sure the customer understands that there is a possibility that the condition at issue may not be
covered under this CSP. If the condition does not relate to a defect in materials and/ or workmanship in
one of the five (5) covered components, the customer may be responsible for the diagnosis fee and any
other repairs he/her may decide to have performed (see section titled - CSP Coverage for Defects in ·

customer contact.
- Explain coverage
and limitations to
customers.

Materials or Workmanship).

•
•

If a customer believes his/her vehicle is experiencing a condition covered by this CSP, the designated associate(s) should arrange with
the appropriate service staff for diagnosis and, if applicable, repair.
Some of these customers may be the second, third, or later owners and may have never visited a Lexus dealership. Please be patient
and supportive as they may not be familiar with your operations. Each step in the process should be carefully explained to them.

CSP ELL-41

Customer Support Program (CSP)
'

Customer

D

{

' Customer Support Program (CSP) Flow Chart

,,,:

'

"

'

Service Consultant

'

'

'

Technician

Parts

"

*Customer contacts

dealer.

.L
'

Customer condition
could be related to a

Yes-

CSP covered
component.

N'o

0

-

Customer is responsible

en

for diagnosis and

r

N

optional repairs_

Confirm vehicle is covered
by CSP by checking TIS .

I

Y~s

-a

Explain CSP coverage to
customer.

Customer may be
responsible for diagnosis

-

and repair cost.

-

r-..

D iagnose Vehicle

Return car to

Ye

customer.

:t.·

,4

I

N_

0

Order Parts

Is the cause of the
~Yes-+ following SPOC #
condition a CSP
2013-18
covered component?

Is the vehicle

Follow
technician's

operable?

determination .

N

Yes/No

"lo
Contact DSPM before

0
:::J"'
D> ·

""'

arranging customer
accommodations* or repair
options based on customer

.. ·

needs/repair timing.

I.

I'
"

Customer returns
when parts arrive.

I
I

•t

inquiring about the CSP,
utilize the Q&A to answer
the customers questions.
No diagnosis of the
vehicle is required at this
time.

Repair Vehicle

I
I'

.

Yes

I

Return the vehicle to I
customer.
I

*Note: If the customer
contacts your dealership
f;.

.1

fNote: The rental must have District
Service and Parts Manager

(OSPM) authorization. Dealer selfauthorization (SMAP) Is not
allowed.
Refer to Warranty Policy Bulletin
POL 13-01 .

..........

--

-Parts availability &

backorder status Is
monitored daily by the
CEC. Area/Dealers may
be contacted for p~rts