January 13, 2016

To:

Area General Managers

From:

Chuck Yaeger, National Manager Fixed Operations

Subject:

Special Service Campaign (SSC) FLF
Certain 2010 – 2012 Model Year HS 250h Vehicles
Fuel Pump and Wire Harness Replacement

In our continuing efforts to ensure the best in customer satisfaction, Lexus is launching a Special Service
Campaign (SSC) on certain 2010 through 2012 model year HS 250h vehicles. This SSC covers
approximately 21,000 vehicles.
Background
The subject vehicles are equipped with a fuel pump that could experience premature wear of internal
components, causing it to become inoperative. If this occurs the vehicle will illuminate various warning lamps
and enter a fail-safe mode, reducing motive power.
Remedy
Lexus has developed a new wire harness and fuel pump assembly to prevent this condition from occurring.
Dealer and Owner Notification Mailing Date
Dealers will be notified via e-mail late Thursday, January 14, 2016.
The owner notification will commence in mid-January, 2015, approximately one week after the Dealer Letter.

Lexus makes significant effort to obtain current customer name and address information from each state
through industry resources when mailing owner letters. In the event your dealerships receive a notice for a
vehicle that was sold prior to the SSC announcement, it is the dealerships’ responsibility to forward the owner
letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If your dealers are contacted by an
owner who has not yet received a notification, please verify eligibility by confirming through TIS prior to
performing repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
Pre-owned Vehicles in Dealership Inventory (In-stock Vehicles)
To ensure customer satisfaction, Lexus requests that dealers conduct this SSC remedy on any used vehicles
currently in dealer inventory that are covered by this SSC prior to customer delivery.
Number and Identification of Covered Vehicles
There are approximately 21,000 (certain 2010 – 2012 MY) vehicles covered under this SSC.
Vehicles Emission Recall Proof of Correction Form (California only)
The State of California requires the completion of Special Service Campaigns on emission related parts prior
to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission test

(SMOG Check) every two years and before it is sold. Without the completion of this no cost Special Service
Campaign, a vehicle in the state of California may be more likely to fail this test. California regulations require
Lexus to provide the Department of Motor Vehicles with a record of all vehicles that have not had the Special
Service Campaign completed.
Lexus dealers must provide a Vehicle Emissions Recall Proof of Correction Form after the campaign has
been completed. Please remind your customers to retain this form, because the DMV may require that they
supply proof that the campaign has been completed during their vehicle registration renewal process.

It is important to note that the forms are an official state document and blank forms must be secured to
prevent misuse. Booklets can be ordered from the MDC (material number 00410-92007).

Repair Quality Confirmation
The 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 repair quality of every vehicle prior to customer delivery.
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 Cindy Knight (310) 468-2170 in Toyota Corporate Communications.
(Please do not provide this number to customers. Please provide this contact to only media associates.)
Customer Contacts
A Q&A is attached to assist you in responding to any questions or customer concerns. If a customer has any
further questions they are requested to contact the Lexus Customer Assistance Center at 1-800-2553987 Monday through Friday, 5:00 am to 6:00 pm PST, or Saturday, 7:00 am to 4:00 pm PST.

Please review this entire package, including the dealer letter, with your Service and Parts staff to familiarize
them with the proper step-by-step procedures required to implement this Special Service Campaign.
Thank you for your on-going support.
Attachments
CC:

Assistant Area General Managers
Customer Satisfaction Managers
Customer Services Field Managers
Customer Services Operations Managers
District Service and Parts Managers
Field Technical Specialists
Field Product Engineers
Pre-Owned Managers