backorder situations that
cou Id exceed 1.Q. days or
more.

--····-·-····

Make sure the customer understands there is a possibility that the condition at issue may not be
covered under this CSP. Ifthe condition does not relate to a defect in materials and/or
workmanship in one ofthe five (5) coveredcomponents, the customer may be responsible for
the diagnosis fee and any other repairs he/she may decide to have performed.

CSP ELL- 51

Customer Support Program (CSP)

Parts Ordering
The parts for this CSP will be placed on Manual Allocation Control (MAC). Please refer to the flowchart for additional information.

· .· ·. I

Place Parts Order

ECM
Throttle Body

Cruise Control
Accelerator Pedal Assembly
Stop Lamp Switch

Place parts order

Place parts order

Parts are on MAC

G

Parts are on MAC

Agents from the TAS Special Projects Line will assist with diagnosis
and will verify MAC parts release.

The part will be listed on ttie daily
Rejection Report with the corresponding
MAC code. Please provide additional
information by email as needed.
[email protected]

Before calllng TAS, an on-line TAS case must be initiated.
Ensure the TAS case contains the following information:

1-co;;;.;d Urid;r csP? Yo-;-N-

I - Covered Under Warranty?
I
Yor N
I
I
I
I
I
I
I
I
I

- Customer's Last Name
- Customer Pay? Yor N
- Dealer Code
ECM Case Coding
Service Categoty =Engine
Hybrid System
Section =Engine Control
Sub Component= ECU
Symptom Code= Use
Appropriate Code

-::- rnaQ;o;iicSteps"FoHc;w-;d- Order Reference#
- Part Number
- RO Number
- VIN
Throttle Body Case Codjng
Service Cstegoty =Engine
Hybrid System
Section =Intake/Exhaust
SubComponent=Throttle
Body I Linkage
Symptom Code= Use
Appropriate Code

I
I
I
I
I
I
I
I

I
I
I
I

~--------------------'
TAS agents will be unable to assist dealerships that fail to open a

B

r-------------.I

I
I

1
I
I
I
I
I
I

- Covered Under CSP? Yor N
I
- Covered Under Warranty? Yor N I
- Customer's Last Name
- Customer Pay? Yor N
- Dealer Code
- Order Reference#
- Part Number
- RO Number
-VIN

I
I
I
I
I
I

~------------1
If all information is provided correctly than
the order is approved for release.

TAS case prior to calling.

Contact TAS Special Projects Line
1 (855)-716-7676

Parts are released.
(Approved orders will be released
based on inventory level.)

Note: This hoHine is only to be used for assistance when releasing ECMs or
Throttle Bodies covered under this CSP. Please use the standard TAS
Hotline for any other diagnostic assistance.

FTS
Contacts
TAS

Parts are released.

Repair Procedure
Please refer to the Technical Information System (TIS) and the appropriate Repair Manual for diagnostic and repair procedures.·
CSP ELL-61

Customer Support Program (CSP)
Claim Processing
Please refer to Warranty Policy Bulletin (Bulletin POL13-01) for claim processing instructions for this CSP.

Allparts replaced for these

repairs will be subject to parts recovery and warranty parts inspection.

Please note that direct marketing ofthis Customer Support Program is strictly prohibited(Policy No. 5.22) Non-compliance with this policy
may result in a daim debit and warrantyparts inspection.

4;!§~£11-1nm.1011;;.Q1t.l1The repair quality of covered vehicles is extremely important to Lexus. To help ensure that all vehicles have the
repair performed correctly, please designate at least one associate (someone other than the individual who
performed the repair) to verify the repa ir quality of every vehicle prior to cu stomer delivery.

Media Contacts
Media contacts (local and national) should receive a consistent message. In this regard, all media contacts must
be directed to Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Plea se do not provide this
number to customers. Please provide th is contact only to media associates.)

Important Note:
- All parts replaced
under this CSP
are subject to
parts recovery.
- Marketing of CSPs
is strictly
prohibited.
- Confirm repair
quality.

Customer Questions
Please use the materials provided to answer any questions in regards to this CSP. If a customer has further
questions, please direct the inquiry to the Lexus Customer Assistance Center at 1-800-255-3987.
If the question is in reference to the other aspects of this settlement, please direct the customer to the settlement
website www.ToyotaELsettlement.com or call 877-283-0507. A copy of the proposed settlement agreement
is also available on the website; it includes a list of affected vehicles, a description of the settlement, and estimated
dates and deadlines.
Thank you for your cooperation.
Lexus
A Division

Important Note:
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

CSP.

of Toyota Motor Sales, U.S.A., Inc.

CSP ELL -

71

@l...EXl.15
Customer Support Program (CSP) ELL
1998 - 2010 Model Year Lexus Vehicles
Equipped with an Electronic Throttle Control System (ETCS)

Economic Loss Class Action Settlement
Background
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 certain components. This is NOTa recall or a

campaign, hut is provided to reassure owners that Lexus stands behindthe reliability ofour vehides.
01:

What are the parameters ofthis CSP and what is covered on mv vehide?

Al

This Cu stomer Support Program provides Primary Coverage and
components. Please see additi onal information below.

Secondary Coverage for the applicable

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

3 Year with NO Mileage Restrictions. Coverage Effective: 0810712013 - 0810712016
Secondarv 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: After the initial 3 year period, coverage under this CSP ends once the vehicle reaches 150,000 miles.

___________
00
..F,..u....,1

2

Cruise Control Switch
Accelerator Pedal Assembly
Stop Lamp Switch
*Throttle Body Assembly
*Engine Control Module

3

4

Years of Coverage
8 ~ 1.,0 ~1 1 2 1,,3 14 15 1,.6 17 18 19 20
1
1
1
'
'
t--r-+-;- :- :- + -;- ;- ;- i -;--+--1;;' -+--+-t

s,.

6

7

~1_1_1_1_;_>_!___,l_\-.!~-!-'.

J_jll)yr/1SOk~~~"!_j_j_j_!_1_i_!_!_i

!

l

!

!

\

!

!

!

!

!

i

:lf)yr/lSOk Maximum Miles

!

i

i

l

l

•

*Emissions warranties may vary depending on the vehicle's original emission certification and state emission warranty requirements.
See 03, 03a, 03b, and 0 3c for additional information on exclusions and limitations.
The additional coverage provided by this CSP will cover defects in materials or workmanship in the following five components:
•

Engine Control Module

•

•

Cruise Co ntrol Switch

•

•

Accelerator Pedal Assembly

- Accelerator Pedal Position Sensor**
** If Individually Serviceable
All work must be performed by an authorized Lexus dealer.

Stop Lamp Switch
Throttle Body Assembly
- Throttle Position Sensor**
- Throttle Body M otor**

Ola:

Whvis Lexus on/yprovidina addiHonal coverage for these specific components?

A 1a:

The CSP is part of a larger settlement between Toyota and a group of owners of ETCS equipped models. These five (5)
components were agreed upon by Toyota and plaintiffs' counsel and were approved by the Court overseeing the
settlement.

O!b:

What ifother parts are neededto complete the repair?

A1b:

This program also provides coverage for select ancillary parts related to the covered components (such as hoses, clips,
connectors, etc.) that are da~aged as a result of CSP repairs. Ancillary parts are only covered if they are necessary to
complete the CSP and were not damaged prior to repair.

02

WhatisLexusgoingtodo?

A2:

Starting in early February 2013, Owner Notifications were mailedto owners by the court appointed administrator, Gilardi and
Company. Approximately 22 million notices were mailed to 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.

03:

When does this CSP take eHect?

A3:

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

August7.2013
Auaust7, 2016

CSP Start Date:
Minimum (Primary} Coverage End Date:
This CSP is provided to ensure the covered components are free from
described in 01.

Defects in Materials or Workmanship for the period

03a:

Under the CSP. what is the deflnHion ofa "Defect in Materials or Workmanship?

A3a:

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 result in improper function of the component.

03b:

What ifI have previous/ypaidfor repairs to address the condiHon{s) coveredunder this CSP?
This CSP is no/retroactive; no refunds or payments will be made for repairs performed prior to the Court Order

A3b:

approving this settlement.

03c:
A3c:

!·

Are there anv other exclusions andlimitations?
This CSP does nofcover cosmetic damage or breakage due to outside forces, damage incurred from abuse, vandalism,
flood, misuse, tampering, a crash, and/or other impact, animal damage, fire damage, or carbon build-up.
The CSP does no/apply to scrapped, salvaged, dismantled, flood-damaged, rebuilt or other branded/salvage title
vehicles (excluding lemon law branded vehicles).
This CSP is applicable only to vehicles that were originally distributed in the U.S. or the U.S. Territories.
Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the U.S.
The defect in materials or workmanship in one of the covered components.must have occurred on or after the.date of
the commencement of the CSP.
-

04:

Is there a possibility that ihe condition Iam experiencing is not covered under this CSP?

A4:

Yes; there is a possibility that the condition you are experiencing is not covered under this CSP.

Please be aware that ifthe
condiHon does not relate to a defect in materials or workmanship in one ofthe five covered components, you may be responsible
for the diagnostic fees andany other repairs you may decide to have performed.

04a:

What ifmy AuthorizedLexus Dealership determines that the condition Iam experiencing is not coveredby this CSP. but
Isfronq/v disagree with the diagnosis?

A4a:

Please call the Lexus Customer Assistance Center (see 08). ·

04b:

What ifIchoose to have one ofthe coveredcomponents repairedat a non-Lexus Fact/ity? IMU Lexus reimburse me for
these repairs?

A4b:

No; this CSP is only applicable for repairs performed at an Authorized Lexus Dealership. There are no reimbursements
f(ilr repairs performed at other facilities, or for repairs made prior to the commencement of the CSP.

r- -

05:
A5:

Which vehicles are includedin this CSP?
This CSP includes 1998 throuah 2010 Model Year Lexus vehicles equipped with ETCS.
LEXUS
• 2002 - 2010 ES
1998 - 2010 GS
2007 - 2010 GS HV
2003 - 2010 GX
2010HS
2001 - 2010 IS
1998 - 2010 LS
2008 - 2010 LS HV
1998 - 2010 LX
2004 - 2010 RX
2006 - 2008 RX HV
2010RXHV
1998 -2000 SC
2002 - 2010 SC
05a:
A5a:

How do Idetermine ;fmy vehicle is part ofthe CSP?
You may determine if your vehicle is covered under this CSP using one of the following resources:
• Contact the Lexus Customer Assistance Center (see 08).
• Visit the settlement websitewww.TovotaELsettlement.com.
• Contact an Authorized Lexus Dealership.

06:
A6:

Are there any other Lexus, Toyota or Scion vehicles includedin this Settlement?
Yes 1998 - 2010 Model Year Tovota and Scion vehicles eauirmed with ETCS are a so included in this sett ement.
TOYOTA
TOYOTA
SCION
2001-2010 4Runner
2004-2010 RAV4
2008-2010 xB
2005-2010 Avalon
2001-2010 Sequoia
2008-2010 xD
2002-2010 Camry
2004-2010 Sienna
2005-2010 tC
2002-2008 Camry Solara (2AZ)
2001-2005 Spyder (MR2) SMT
2004-2008 Camry Solara (except 2AZ)
1998
Supra (2JZ-GE)
2007-2010 Camry HV
2005-2010 Tacoma
2003-2005 Celica (2ZZ)
2003-2004 Tacoma (5VZ w/ETCS-i)
2005-2010 Corolla (except 2ZZ)
2003-2004 Tundra (5VZ)
2005-2010 Corolla Matrix (except 1ZZ 4WD, 2ZZ) 2000-2010 Tundra (except 5VZ)
2007-2010 FJ Cruiser
2009-2010 Venza
2004-2010 Highlander
2007-2010 Yaris
2006-2010 Highlander HV
2006
Yaris Hatchback
1998-2010 Land Cruiser
[Puerto Rico]
2001-2010 Prius

07:
A7:

What shouldIdo ;fIbelieve one ofthe covered components on my vehicle has a defect in materials or workmanship?
Please contact your local Lexus dealer for appropriate diagnosis and repair. If the condition is in accordance with the terms of this
CSP, the repair will be performed at no charge (see 03 & 04).
07a:
A7 a:

08:
AS:

What iithe components coveredunder this CSP are functioning normally but Iwouldlike to have them redaced?
This CSP only applies to vehicles that have experienced a defect in materials or workmanship in the covered
components.

What iiIhave additionalquestions or concerns?
If you have questions or concerns please contact:
Lexus Customer Assistance Center at 1-800-255-3987.
Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00 pm Pacific Time.

For additional information regarding the Economic loss Class Action Settlement, please visit the settlement website
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y ;t.:m> C'F.TCS"l. ·nie Jaw;;i1i1 ~liege> 11ta1. ccrt;1in
Toy~I•. LO(ns, •ml S~i 1m vch.iclcs cqui 1~>•Htr St111!Jct1lcmei11i~ f;1ir.
J'tti~-Ouahl c, :tnd ~l\.k:(flJltlt' 311d (hJ lkdJr. lhr plai111 iff~· lear a1.1ht: he