NHTSA ID Number: 10134252
Manufacturer Communication Number: ZLD_Remedy Updat
TSB/Document Date: 2018-04-23
Summary
RL: This Warrant Enhancement Program provides a Primary and Secondary coverage for your vehicle's "New Vehicle Limited Warranty" as it applies to the Dashboard. The specific condition covered by this program is any cracked and/or sticky/melted Dashboard as a result of heat or humidity for any covered vehicle. If the condition is verified, the repair will be performed in accordance with the applicable TSB under the terms of this Warranty Enhancement Program.
September 11, 2015
To: Lexus Area General Managers
From: Don Fordiani, National Field and Dealer Operations Manager
Subject: Warranty Enhancement Program - ZLD
Phase 2, 3, & 4 - Part Replacement Available for all Models
2007 - 2008 Model Year ES 350
2003 - 2008 Model Year GX 470
2006 - 2008 Model Year |S 250/350
2007 Model Year LS 460
2004 - 2006 Model Year RX 330
2007 - 2009 Model Year RX 350
2005 - 2008 Model Year RX 400h
Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards
(Instrument Panels) as a Result of Heat or Humidity
In our continuing efforts to ensure the best in customer satisfaction, Lexus
announced a Warranty
Enhancement Program (the “Program") This Program extends the warranty coverage for repairs related to
cracked and/or sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2007-
2008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model year IS 250/350,
2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model year RX 350, and
2005-2008 model year RX 400h vehicles
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to
2006 - 2008 Model Year [5 250/350 and 2007 Model Year L5 460 vehicles for cracked and/or
sticky/metting front and rear interior door panels as a result of heat or humidity.
In mid-December, 2014, Lexus announced the reimbursement phase of this Program. Since prior to that
announcement, Lexus has been diligently making parts preparations for the parts replacement phase of this
Program. Due to the age, volume, and breadth of the covered vehicles subject to the Program and the size
and complexity of dashboard manufacturing, Lexus will be launching the part replacement portion of this
Program in several phases; please refer to the table below for part replacement model phasing,
Phase Model Description Current Mailing
Schedule
1 Al Reimbursement Mid-December, 2014
2 ES 350. Late May, 2015
3 RX 330/350/450h and GX 470 Part Replacement Late July, 2015
4 IS 250/350 and LS 460 September, 2015
Although Lexus is increasing production levels, it is diflicult to predict customer demand and where parts need to be
shipped to support customer demand. It is important that dealerships explain to customers that there still may be a
period of time the customer will need to wait before part replacement can be performed. Please be sure to take this into
consideration when performing customer scheduling
The following important information is provided to advise you and your associates of the program notification
schedule and the degree of your involvement. Additionally, an FAQ covering details of this Warranty
Enhancement Program is enclosed for your reference
Dealer and Owner Notification Letter Mailing Date
Lexus will notify its dealers with regard to Phase 4 of this Program on September 10, 2015
The first owner notification letter was sent in mid-December, 2014 advising owners that they could seek
reimbursement consideration for previous repair costs for cracked and/or sticky/melting dashboards, and if
applicable front and rear interior door pane's, as a result of hear or humidity. A sample copy of the owner
notification letter is enclosed for your reference
Lexus will now begin notifying owners regarding the part replacement phase of this Program in accordance
with the table below. This mailing schedule is based upon the part build rate and anticipated quantities
required for each model. A sample copy of the owner notification letter is enclosed for your reference
Phase | Model | Tentative Owner Letter Start Planned Duration of Owner Letter Mailing
Timing
2 ES 350 Late May, 2015 2 Month Mailing
RX 6 Month Mailing
3 GX Late July, 2015 4 Month Mailing
IS | 3 Month Mailing
4 atigr a_ September 2015 TMonth Maing
Please Note: Dashboards and tront and! rear interior door panels can become cracked and/or sticky/melled
over time for a number of aliferent reasons and under a number of different crcumstances. Mf the Dashboard
and/or front or rear interior door panel has become cracked! and/or sticky/melted as a result of heat or
hurmiality, the repair will be performed at no charge as soon as parts become available
Warranty Enhancement Program Details
This Warranty Enhancement Proaram provides a Primary and Secondary coverage for a covered vehicle's
“New Vehicle Limited Warranty” as it applies to the Dashboard The specific condition covered by this
Program is any cracked and/or sticky/melted Dashboard as a result of heat or humidity for any covered
vehicle. If the condition is verified, the repair will be performed in accordance with the applicable TSB under
the terms of this Warranty Enhancement Program.
NOTE: The same Warranty. Enhancement Program coverage described herein is also applicable to
2006 - 2008 Model Year /S 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or
sticky/melting front and rear interior door panels as a result of heat or humility.
«The Primary Coverage offers warranty enhancement until May 31, 2017, regardless
first use of the vehicle.
© Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty
enhancement described herein for 10 years from the date of first use of the vehicle, regardless of
mileage. For instance, if you own a 2009 RX 350 that was first used on January 1, 2010, you are
entitled to the warranty enhancement through January 1, 2020.
Please note that this coverage is for warranty repair performed at an authorized Lexus dealer only. A
lv
maximum of one dashboard replacement can be performed, if eligible, under this Warranty Enhancement
Program. Likewise, a maximum of one replacement for each front and rear interior door panel for 2006-
2008 Mode! Year IS 250/350 and 2007 Model Year LS 460 vehicles can be performed, if eligible,
under this Warranty Enhancement Program
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations set forth in the
New Vehicle Limited Warranty Section of the Owner's Warranty Information booklet, with the exception of
the warranty enhancement coverage for this specific condition For example, damage form abuse, accident,
theft, and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement
To the extent your New Vehicle Limited Warranty has expired, it is being extended only as to the specific
condition and parts identified above, subject to the terms, conditions, and limitations in that Warranly.
Number of Vehicles Covered
There are approximately 11 million vehicles covered by this Warranty Enhancement Program. Please verily
coverage by confirming through TIS.
Please review this entire package with your associates to familiarize them with the proper procedures to
implement this warranty enhancement.
Thank you for your continued support and cooperation
Attachments
Ce 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
Vehicle Field Sales Managers
September Tl, 2015
Subject: Warranty Enhancement Program - ZLD
Phase 2, 3 & 4 - Part Replacement Available for all Models
2007 - 2008 Model Year ES 350
2003 - 2008 Madel Year GX 470
2006 - 2008 Model Year [S 250/350
2007 Model Year LS 460
2004 - 2006 Model Year RX 330
2007 - 2009 Madel Year RX 350
2005 - 2008 Model Year RX 400h
Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards
(Instrument Panels) as a Result of Heat or Humidity
Dear Dealer Principal
In our continuing efforts to ensure the best in customer satisfaction, Lexus announced a Warranty
Enhancement Program (the Program’). This Program extends the warranty coverage for repairs related to
cracked and/or sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2007-
2008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model year IS 250/350,
2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model year RX 350, and
2005-2008 model year RX 400h vehicles.
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to 2006
- 2008 Model Year IS 250/350 and 2007 Model Year 15 460 vehicles tor cracked. and/or
sticky/melting front and rear interior door panels as a result of heat or humidity.
In mid-December, 2014, Lexus announced the reimbursement phase of this Program. Since prior to that
announcement, Lexus has been diligently making parts preparations for the parts replacement phase of this
Program. Due to the age, volume, and breadth of the covered vehicles subject to the Program and the size
and complexity of dashboard manufacturing, Lexus will be launching the part replacement portion of this
Program in several phases; please reler to the table below lor part replacement model phasing
Phase Model ] Description Current Mailing
Schedule
i All Reimbursement Mid-December, 2014
2 ES 350 Late May, 2015
3 RX 330/350/450h and GX 470 Part Replacement Late July, 2015
4 1S 250/350 and L$ 460 September , 2015
Although Lexus is increasing production levels, it is difficult to predict customer demand and where parts
need to be shipped to support customer demand. It is important that dealerships explain to customers that
there still may be a period of time the customer will need to wait before part replacement can be performed.
Please be sure to take this into consideration when performing customer scheduling
The following important information 's provided to advise you and your associates of the program notification
schedule and the degree of your involvement. Additionally, an FAQ covering details of this Warranty
Enhancement Program is enclosed for your reference
Owner Notilication Letter Mailing Date
The first owner notification letter was sent in mid-December, 2014 advising owners that they could seek
reimbursement consideration for previous repair costs for cracked and/or sticky/melting dashboards, and if
applicable front and rear interior door panels, as a result of hear or humidily. A sample copy of the owner
notification letter is enclosed for your reference
Lexus will now begin notifying owners regarding the part replacement phase of this Program in accordance
with the table below This mailing schedule is based upon the part build rate and anticipated quantities
required for each model. A sample copy of the owner notification letter is enclosed for your reference.
Phase | Model | Tentative Owner Letter Start Planned Duration of Owner Letter Mailing
2 ES 350 ee 2 Month Mailing
3 ta20 a
ED Seen 06 ae
Please Note: Dashboards and front and rear interior door panels can become cracked and/or sticky/melted
over time lor a number of different reasons and under a number of different circumstances. If the Dashboard
and/or front or rear interior door panel has become cracked and/or sticky/melted as a result of heat or
humidity, the repair will be perlormed at no charge as soon as parts become available.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage for your vehicle's "New
Vehicle Limited Warranty” as it applies to the Dashboard. The specific condition covered by this program is
any cracked and/or sticky/melted Dashboard as a result of heat or humidity for any covered vehicle If the
condition is verified, the repair will be performed in accordance with the applicable TSB under the terms of
this Warranty Enhancement Program
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to
2006 - 2008 Model Year 1S 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or
sticky/melting front and rear interior door panels as a result of heat or humidlity.
e The Primary Coverage offers warranty enhancement until May 31, 2017, regardless of mileage or date of
first use of the vehicle.
e Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty
enhancement described herein for 10 years from the date of first use of the vehicle, regardless of
mileage. For instance, if you own a 2009 RX 350 that was first used on January 1, 2010, you are
entitled to the warranty enhancement through January 1, 2020.
Please note that this coverage is for warranty repair performed at an authorized Lexus dealer only. A
maximum of one dashboard replacement can be performed, if eligible, under this Warranty Enhancement
Program, Likewise, a maximum ol one replacement for each front and rear interior door panel for 2006-
2008 Model Year IS 250/350 and 2007 Mode! Year LS 460 vehicles can be performed, if eligible,
under this Warranty Enhancement Program.
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations set forth in the
New Vehicle Limited Warranty Section of the Owner's Warranty Information booklet, with the exception of
the warranty enhancement coverage for this specific condition, For example, damage from abuse, accident,
thelt, and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement
To the extent your New Vehicle Limited Warranty has expired, it is being extended only as to the specific
condition and parts identified above, subject to the terms, conditions, and limitations in that Warranty
Number of Vehicles Covered
There are approximately 11 million vehicles covered by this Warranty Enhancement Program Please verily
coverage by confirming through TIS.
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-03) for identification of vehicles covered by this
Warranty Enhancement
Warranty Claim Processing Instructions
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-03) for warranty claim processing instructions
All parts replaced are subject to warranty parts recovery.
Technical Instructions (Repair Procedures)
Technical instructions can be found in the applicable Technical Service Bulletin (TSB), please refer to the
table below lor additional TSB information.
Model TSB Number
ES 350
RX 330/350/400h L-SB-OO11-15
Gx 470
IS 250/350
[5460 L-SB-0041-15
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 “Salety
Recall and Service Campaign Essentials”. 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:
Senior Service Tech
Senior Diagnostic Specialist
Master Service Tech
Master Diagnostic Specialist
Itis 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
Parts Ordering for the Covered Condition
Ifa customer experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Refer to Warranty Policy Bulletin POL14-O3 for detailed parts ordering information
Dealers are requested to only order parts for vehicles experiencing this condition DO NOT ORDER FOR
STOCK. The parts have been placed on DDMAX and will be systematically released. Please see the
weekly manual allocation (MAC) report for additional details.
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TSB/Document ID: ZLD_Remedy Updat
Replacement Service Bulletin Number:
MFR Communication Date: 2015-09-11
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE
MFR Component System:
MFR Component Subsystem:
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