@Qusus

Parts Allocation Report

Due to the logistics challenges associated with these dashboard assemblies, please be advised of the
following parts order processes specific to this program:

For dealers facing out of the Jacksonville or Dallas PDCs:

e Use “N" (holiday) order type for all orders.

¢ Parts orders will be received into the system on Monday and dropped for processing on Tuesdays
For dealers facing out of the Jacksonville PDC and Texas, Louisiana, and Oklahoma dealers lacing
out of the Dallas PDC, a dedicated attended delivery route will deliver parts to dealers once a week,
Tuesday through Saturday, between 7:00 AM and 500 PM.

¢ Forall other dealers facing out of the Dallas PDC, orders will be received into the system on the day
they are ordered and shipped with their normal stock order. Dedicated dash deliveries separate
from your daily order may be scheduled in the future

e Lexus will be unable to accept any requests for additional parts or parts deliveries, NO
EXCEPTIONS.

For dealers facing out of the Los Angeles, San Francisco, Chicago or New York PDCs:
¢ Use "L’ (Lexus Priority) order type for all orders.

e Lexus will be unable to accept any requests for additional parts or parts deliveries, NO
EXCEPTIONS.

Customer Reimbursement Procedures
Please refer to the attached owner letter for reimbursement consideration instructions

Please review this entire package with your associates to familiarize them with the proper procedures to
implement this Warranty Enhancement Program

Thank you for your continued support and cooperation

Lexus, a Division of Toyota Motor Sales, USA, Inc

Attachments

Ce

Customer Satisfaction Manager
General Manager

Parts Manager

Pre-owned Manager

Service Manager

Warranty Administrator

Warranty Enhancement Program - ZLD
Phase 2 3 8 4- Part Replacement for all Models

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 Mode! Year RX 350
2005 - 2008 Model Year RX 400h

Cracked and/or Sticky/Meliing Dashboards (Instrument Panels) as a Result of Heat or Humidity
BACKGROUND

In our continuing efforts to ensure the best in customer salislaction, Lexus announced a Warranty Enhancement Program (the
Program’). This Program extends the warraniy coverage for repairs relaled to cracked and/or sticky/melling Dashboards (Instrument
Panels) as a resutt 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
48 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or sticky/metting front and rear interior door panels as a result of |
Aeat or humialiy.

Qt __ What is the condition?
Al Lexus has received reports indicating thal under certain circumstances, a combination of high humidity and high temperatures
may cause the surlace of the Dashboard on the vehicles identiied above to become cracked and/or sticky/melled over time.

Olen times, those vehicles are out of warranty This cosmetic condition is corrected by replacing the affected Dashboard

Although the Dashboard 's covered by the Lexus’ New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever
occurs first), we at Lexus care about our customers’ overall ownership experience. To ensure our customers’ salislaction, we
have offered an extension of the warranty coverage for this particular condition, even for vehicles that are out of warranty

Please Note: Dashboards can become cracked and/or sticky/melted over time for a number of diferent reasons and under a
number of different circumstances If the Dashboard has become cracked and/or sticky/melted as @ result of heat or humidity,
the repamr will be performed at no charge as soon as parts become available.

Q2: What is Lexus going to do?

A2 In mid-December, 2014, Lexus announced the reimbursement phase of this Program. Since prior to the announcement of the
Program, Lexus has been diligently making parts preparations for the parts replacement phase of this Program. Due to the
number, age, 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 Tentative Mailing Schedule
1 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 I$ 250/350 and LS 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. Please be sure to take this into consideration when scheduling customers. It is imporiant that
dealerships explain to customers that there slill may be a period of time the customer will need to wait before part replacement
can be performed

O22; __ How will the owner notification for parts replacement phases be
A2a_—_ Lexus will 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.

Phase Medel Tentative Owner Letter Start Planned Duration of Owner Letter Mailing
2 ES 350. tae MoE 2 Month Mailing
Gx Late. 2085 a Muh eine
4 8 Seienbes 2015 iNook Me se

Q3. Which vehicles are covered by this Warranty Enhancement Program?

A3

There are approximately 11 million vehicles covered by this Warranty Enhancement

Model Model Year Production Period Appx. UlIO.
ES 350 2007-2008 Early March 2006 - Late March 2008 175,800.
GX 470 2003-2008 Late October 2002 - Late December 2007 156,200
IS 250/350 2006-2008 Late August 2005 - Late March 2008 146,000
LS 460 2007 Early September 2000 - Late February 2007, 19,000
RX 330 2004-2006 Mid-February 2003 - Md-February 2006 285,800.
RX 350 2007-2009 Mid-January 2006 - Mid- January 2009 233,100
RX 400h 2005-2008 Late July 2004 - Late March 2008 66,300

Oa: Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty Enhancement Program?

A3a_ Yes. Certain 2003-2005 model year 4Runner, 2005-2010 model year Avalon, 2007-2011 mode! year
Camry/Camry HV, 2004-2010 model year Sienna and 2004-2008 model year Solara vehicles are also covered
by this Warranty Enhancement Program.

O4: What are the coverage details of this Warranty Enhancement Program?

Aa:

O5:

AS

This Program provides a Primary and Secondary coverage lor 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/melting Dashboard as a result of
heat or humidity for any covered vehicle. If the condition is verilied, 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 Mode!
Year /S 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or sticky/meting front and rear interior door
panels as a result of heat or humidity.

————

© The Primary Coverage olfers warranty enhancement until May 31, 2017, regardless of mileage or date of 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 entilled 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

This Warranty Enhancement Programs subject to the same terms, conditions, and limitations set lorthin the New Velnele Limited Warranty Section of the Owner's
Warranty Information booklet, wath the exception af the warranty enhancement coverage lor ths speate condition Far example, damage form abuse, accident, thell,
andor vandalsnn s nol covered by the New Vehicle Lunied Warranly or this warranty entancement Toihe extent your New Vehicle Linwted Warranly has expired, t
45 being extended only as to the specilic condition and paris identihed above, subject to the terms, conaitians, and limtations in that Warranty

What should Ido ifmy vehicle has a cracked and/or sticky/melting dashboard?

If your vehicle has the condition described above, please conlact your local authorized Lexus dealership Once the condition is
verified, the repair will be performed in accordance with the applicable Technical Service Bulletin under the terms of this
Warranty Enhancement Program. Although Lexus has been diligently preparing replacement parts, you may need to wait

dashboard mar manlacturing the age, volume, ‘ard breadth ofthe vehicles subject lo the Proaram,. nd the difficulty in predicting

customer demand. We apologize for any inconvenience this may cause and thank you for your patience.

Q6: __ What itan owner has NOT experienced this condition but would like to have t

AG This Warranty Enhancement Program only apples to vehicles that have exhibited the condition described above If an owner
has not experienced the condition, he/she is asked to apply the warranty enhancement notification sticker to the Owner's
Warranty Information Booklet for future relerence

O7 How long will the warranty work take?
A7 ithe condition is present on your vehicle, the warranty work wil take approximately 4 hours. However, depending upon the

dealer's work schedule, il may be necessary lo make the vehicle available lor a longer period ol time. Additionally, due lo the size
of the dashboard the dealer will receive a special delivery schedule for dashboard assemblies. Please work with your loca! Lexus
dealer to schedule the best time to have the replacement par installed in your vehicle

Q8: What if | have previously paid for repairs to my vehicle for this condition?
A8 Ii you have previously paid for repairs to address this specilic condition, please refer to the owner letter for reimbursement
consideration instructions

OQ9-__ What if have adbdltional questions or concems?

AD lf you have addhtional questions or concerns, please conlact the Lexus Customer Assistance Center at 1-800-255-3987
Monday through Friday, 500 am to 600 pm, or Saturday 7:00 am through 4 00 pm Pacilic Time

Warranty Enhancement Noiification - ZLD:
Re

Dear Lexus Owner

At Lexus, we are dedicated to providing vehicles of outstanding qualty and value You previously received a notice regarding an
extension to portions of your Lexus New Vehicle Limited Warranty for repairs related to cracked and/or sticky/melting Dashboards
(Instrument Panels) and front and rear interior door panels as a result of heat or humidity This extension applies even il your covered vehicle
‘s out of warranty

Please Note: Dashboards and ront and rear interior deor panels can become cracked and/or sticky/melied over time for a number of diferent reasons and
under a number of diferent circumstances. It the Dashboard and/or front and rear interior doar penel(s) have become cracked endl/or stichy/meted as a result
of heat or humidlty, the repair will be performed at no charge as soon as parts become avaiable

Warranty Enhancement Program Details

This Warranty Enhancement Program provides a Primary and Secondary warranty extension to your vehicle's "New Vehicle Limited
Warranty’ as it applies to the Dashboard (Instrument Pane!) and front/rear interor door panels The specific condition covered by this
program is a cracked and/or sticky/melting Dashboard (Instrument Panel) and/or front and rear interior door panels in a covered vehicle
as a result of heat or humidity {I the condition is verified, the repair will be performed in accordance with the applicable Technical Service
Bulletin under the terms of this Warranty Enhancement Program”.

¢ The Primary Coverage olfers warranty enhancement described herein for al owners of covered vehicles until May 31, 2017,
regardless of mileage or date of first use of the vehicle,

© Secondary Coverage supplements the Primary Coverage far sore owners by offering the warranty enhancement described herein.
for 10 years from the date of the 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 work performed for the covered Dashboards and front and rear interior door panels at an
authorized Lexus dealer only A maximum of one dashboard and/or one each of front and rear interior door panels replacement can be
performed, if eligible, under this Warranty Enhancement Program.

*Please see your local Lexus dealer lor additional details

What should you do?

Ii your vehicle has the condition descnbed above, please contact your local authorized Lexus dealership. The dealership will need to verily
the condition and order the necessary replacement parl(s). Although Lexus has been diligently preparing replacement parts since before
the announcement of the Program, you may need to wail additional time belore a replacement part can be obta ned and installed in your
vehicle, given the size and complexity of dashboard manufacturing, the age, volume, and breadth of the covered vehicles subject to the
Program, and the difficulty in predicting customer demand. We apologize for any inconvenience this may cause and thank you lor your
patience.

#you have not experienced the condition described, there is no action necessary at this time.

It you would like to update your vehicle ownership or contact information, please go to www lexusdnvers. com You wil need your full 17-
digit Vehicle Identification Number (VIN) to update your profile

li you have previously paid for repairs to address any cracked and/or sticky/melting Dashboard as a result of heat or humidity, please mail
a copy of your repair order, prool-of-payment, and proof-ol-ownership to the following address for reimbursement consideration

Lexus, A Division of Toyota Motor Sales, USA, Inc
Lexus Customer Assistance Center L201
19001 South Western Avenue
Torrance, CA 90509
Please refer to the attached Reimbursement Checklist lor required documentation details
We have sent this notice in the interest of your continued satisfaction with our products.

Sincerely,

LEXUS, A DIVISION OF TOYOTA MOTOR SALES, USA, INC

Warranty Enhancement Program (CSP) |
Frequently Asked Questions S }

OF ts this arecall?
Al No This isnota recall At Lexus, we are dedicated to providing vehicles of outstanding quality and value. Lexus is advising you of
an Enhancement to the Warranty Coverage to assure you that we stand behind the product

Q2:_itmy vehicle does not have this condition, do /need to make an appointment with my dealership?

A2_ No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition described in this letter.

O3:_ ks the Warranty Enhancement Program
A3 Yes, this Warranty Enhancement coverage 1s lully transferrable to subsequent vehicle owners for the condition and terms specilied
in the notification letter.

ot What should | do if my vehicle's dashboard and/or front and rear interior door panels) is cracked andar sticky/metting?

Mt your vehicle has the condition described above, please contact your local authorized Lexus dealership. {f the condition is verilied,
the repair will be performed in accordance wih the applicable Technical Service Bulletin under the terms of this Warranty
Enhancement Program Lexus has been preparing replacement parts since before the announcement of the Program However,

Program, and the difficulty in predicting customer demand, you ou may need to w to wait additional time before a replacement part can be
gbtained and installed in your vehicle. We apologize for any inconvenience this may cause and thank you lor your patience.

4a: What if | previously paid to repair a cracked and/or sticky/melting Dashboard and/or front and rear interior door panel(s)?
Ada_ If you have previous paid lor repairs to address this specific condition, please refer to the owner letter for reambursement
consideration instructions,

O5: How long will the warranty work take?

A5 ithe condition is present on your vehic z, the warranty work will lake approximately 4 hours However, depending upon the dealer's
work schedule, it may be necessary to make the vehicle available for a longer period of time. Additionally due to the size of the
dashboard the dealer will receive a special delvery schedule for dashboard assemblies Please work with your local Lexus dealer to.
schedule the best lime to have the replacement part installed in your vehicle

O6:__What if | have additional questions or concerns?
AG Owners wilh additional questions or concerns are asked to please contact the Lexus Customer Assistance Center at |-800-255
3987 Monday through Friday, 5 OO am to 600 pm, or Saturday 700 am through 4.00 pm Pacific Time

* Warranty Enhancement
Reimbursement Checklist

Repair Order or Invoice
* Mast include the following information

- Mileage on the date that the repair order was created
- ltemzed breakdown of Jabor charges for each repair perlormed

- Detailed diagnosis statement
Proof-of-Payment
¢ Must include one of the following items as Valid Proof-of Payment
+ Copy of a cancelled check
= Copy ofa Signed Credit Card Receipt
- Copy ofa Credit Card Statement
+ (lf Patd By Cash) Letter from Repair Facilly, on company letterhead, signed by the manager, verilying the amount
paid by cash
Proof-of Ownership
* ~~ Must include one of the following items as Valid Proof-of Ownership
= Copy of the Bill ol Sale
- Copy ofthe Title

Name, Address and Phone Number printed on ali documents

Detailed diagnosis statement that must answer the following three questions
1 Why was the vehicle brought into the repair facility?
2 What was the repair facilly’s dagnosis?
3 What did the repair lacilly do to correct the concern?