Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

Original Publication Date: September 27, 2018
To:

All Lexus Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZLZ
Certain 2008 – 2012 Model Year ES 350 Vehicles
Certain 2016 – 2018 Model Year GS F Vehicles
Certain 2016 – 2017 Model Year GS 200t Vehicles
Certain 2013 – 2018 Model Year GS 350 Vehicles
Certain 2013 – 2017 Model Year GS 450h Vehicles
Certain 2008 – 2014 Model Year IS F Vehicles
Certain 2010 – 2015 Model Year IS 250C and IS 350C Vehicles
Certain 2007 – 2014 Model Year LS 460 Vehicles
Certain 2008 – 2014 Model Year LS 600h Vehicles
Repair Coverage for the Dashboard (Instrument Panel) and/or Certain Interior Trim Panels
Model
ES 350
GS F
GS 200t
GS 350
GS 450h
IS F
IS 250C
IS 350C
LS 460
LS 600h

Model Year
2008 - 2012
2016 - 2018
2016 - 2017
2013 - 2018
2013 - 2017
2008 - 2014
2010 - 2015
2010 - 2015
2007 - 2014
2008 - 2014

Production Period
Early April 2008 – Mid-June 2012
Mid-July 2015 – Late September 2017
Early July 2015 – Early September 2017
Mid-July 2011 – Late September 2017
Early October 2011 – Late August 2017
Mid-July 2007 – Late July 2014
Early December 2008 – Early August 2015
Late November 2008 – Early August 2015
Early May 2006 – Late August 2013
Mid-October 2006 – Late August 2013

Approx. UIO
199,700
1,800
1,900
104,200
1,500
5,300
22,100
10,600
112,700
100

Background
Lexus has received reports indicating that a combination of high humidity, high temperatures, and light intensity may cause the surface of the
dashboard (instrument panel) and/or certain interior trim panels in some of the subject vehicles to become cracked and/or sticky over time.
The dashboard (instrument panel) and interior trim panels are covered by Lexus’ New Vehicle Limited Warranty for 4 years or 50,000 miles
(whichever comes first). However, because we at Lexus care about each customer’s ownership experience, Lexus is now offering a voluntary
Customer Support Program that applies to cracked and/or sticky dashboard (instrument panel) and/or certain interior trim panels of covered
vehicles as a result of heat, humidity, and light intensity, regardless of whether the vehicle is out of warranty.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.

© 2018 Lexus, A Division of Toyota Motor Sales, USA

Customer Support Program Details
The specific condition covered by this Customer Support Program is a cracked and/or sticky dashboard (instrument panel) and/or certain
interior trim panels as a result of heat, humidity, and light intensity over time, regardless of whether the vehicle is out of warranty. It does not
cover Dashboards and/or certain interior trim panels that have suffered damage from abuse, accident, theft, vandalism, misuse, alteration,
lack of proper maintenance, fire, or water contamination or any vehicles that are currently or previously titled as “scrap,” salvage,” or
“dismantled.” If the condition occurs and is verified, the affected dashboard (instrument panel) and/or certain affected interior trim panel(s)
will be replaced with a new one under the terms of this Customer Support Program. This Customer Support Program does not extend or
revive the vehicle’s original “New Vehicle Limited Warranty” or any other warranty. The timing of any repair under this voluntary Customer
Service Program is subject to parts availability.
•
•

This Customer Support Program will be offered for all covered vehicles regardless of mileage until March 31, 2021.
In addition, this Customer Support Program will be available for 10 years from the vehicle’s date of first use regardless of mileage for
all covered vehicles.

This Customer Support Program only covers work performed at an authorized Lexus dealer only.

Covered Vehicles
There are approximately 459,600 vehicles covered by this Customer Support Program. Approximately 670 vehicles covered by this
Customer Support Program were distributed to Puerto Rico.
Covered Components
Depending upon the specific VIN covered by this Customer Support Program, one or more of the following components listed below may
be covered. The mandatory Inspection Application* Process will determine which component, or combination of components, is/are
covered for a specific VIN. Refer to the Job Aid on TIS for a detailed summary of the covered vehicles and components and for instructions
on using the Inspection Application. Additionally, you may refer to the VIN inquiry memo field on TIS to quickly determine which
component, or combination of components, are covered for a specific VIN.
*The inspection application is currently being finalized and is not available at this time. Therefore, the inspection application is not currently
mandatory. To determine the covered components for a VIN, input the VIN into TIS and refer to the memo (see image below for an example).
Dealers will be notified once the inspection application becomes available and will become mandatory at that time.
TIS Memo Example

Component
Dashboard (Instrument Panel)
Front and Rear* Door Trim Panels
Lower Instrument Panel
Console Box
Glove Box
Console Box Rear Panel

Vehicles Covered As Identified Above
Covered for all vehicles except certain LS 460/600h vehicles.
Covered for all IS 250C/350C vehicles, covered for all IS F vehicles, and covered for
certain LS 460/600h vehicles.
Covered for certain LS 460/600h vehicles.

*The Lexus IS250C/350C vehicles covered by this Customer Support Program are two-door vehicles and; therefore, do not have rear door
trim panels.
Owner Letter Mailing Date
Beginning in October 2018, Lexus will send an owner notification letter to owners of involved vehicles and notifications will be mailed over
several months.
The owner notification letter will describe, to the owner, which component, or combination of components, is/are covered for their vehicle

C u s t o m e r S u p p o r t P r o g r a m Z L Z - D - P a g e |3

Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Customer Support
Program. Please welcome them to your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent
message is communicated.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-888-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
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
Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this
contact only to media.
Parts Ordering Process
The parts may have been placed under the SANet process. MAC code “V” or “D” will flag the SANET process on applicable part
numbers indicating that VIN validation is required to complete the order. As the parts inventory changes, the ordering process may
change. Please check the Lexus Special Activities MAC report on Dealer Daily for the most up-to-date parts ordering information.
As this is a voluntary Customer Support Program, most customers will only request reimbursement from TMS for past replacements; dealers
should not increase their stock of related repair parts. Dealers are requested to order parts for vehicles experiencing this condition only. DO
NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis
and order the applicable parts.

Refer to Customer Support Program Bulletin POL18-01 for additional parts ordering information.
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 “Safety 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:
•
•
•
•
•

Certified Technician with L623 (with 18 months experience)
Senior Service Technician
Senior Diagnostic Specialist
Master Service Technician
Master Diagnostic Specialist

Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com. It is 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.

© 2018 Toyota Motor Sales, USA

Remedy Procedures
Technical instructions for this Customer Support Program can be found in the applicable Technical Service Bulletin (TSB), please refer to the
table below for additional TSB information.
Model
ES 350, GS 200t/350/450h, GS F
LS 460/600h, IS 250C/350C, IS F

Applicable TSB
L-SB-0011-15
L-SB-0041-15

Inspection Application
Vehicles must be inspected for the condition and inspection results must be fully submitted in the Inspection Application* prior to performing
any repairs, filing warranty claims, and ordering any parts for this Customer Support Program. Parts should never be intentionally stocked at
the dealership for this Customer Support Program. Refer to the Job Aid on TIS for instructions on using the Inspection Application.
*The inspection application is currently being finalized and is not available at this time. Therefore, the inspection application is not currently
mandatory. To determine the covered components for a VIN, input the VIN into TIS and refer to the memo (see image below for an example).
Dealers will be notified once the inspection application becomes available and will become mandatory at that time.
TIS Memo Example

Warranty Reimbursement Procedures
Reimbursement Procedure
Refer to the Customer Support Program Bulletin POL18-01 for claim processing instructions.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information is used by Lexus for
various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an
incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
Lexus
A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.

CUSTOMER SUPPORT PROGRAM ZLZ
Certain 2008 – 2012 Model Year ES 350 Vehicles
Certain 2016 – 2018 Model Year GS F Vehicles
Certain 2016 – 2017 Model Year GS 200t Vehicles
Certain 2013 – 2018 Model Year GS 350 Vehicles
Certain 2013 – 2017 Model Year GS 450h Vehicles
Certain 2008 – 2014 Model Year IS F Vehicles
Certain 2010 – 2015 Model Year IS 250C and IS 350C Vehicles
Certain 2007 – 2014 Model Year LS 460 Vehicles
Certain 2008 – 2014 Model Year LS 600h Vehicles
Repair Coverage for the Dashboard (Instrument Panel) and/or Certain Interior Trim Panels
Frequently Asked Questions
Original Publication Date: September 28, 2018
Q1:
A1:

What is the condition?

Lexus has received reports indicating that a combination of high humidity, high temperatures, and light intensity may cause the
surface of the Dashboard (Instrument Panel) and/or certain interior trim panels in some of the subject vehicles to become
cracked and/or sticky over time.
The dashboard (instrument panel) and the certain interior trim panels are covered by Lexus’s New Vehicle Limited Warranty
for 4 years or 50,000 miles (whichever comes first). However, because we at Lexus care about each customer’s ownership
experience, Lexus is now offering a voluntary Customer Support Program that applies to a cracked and/or sticky Dashboard
(Instrument Panel) and/or certain interior trim panels of covered vehicles as a result of heat, humidity, and light intensity,
regardless of whether the vehicle is out of warranty.

Q2:
A2:

What is Lexus going to do?

Lexus will send, starting in October 2018, an owner notification by first class mail advising owners of this Customer Support
Program.
If the owner experiences the condition described above, he or she should contact their local authorized Lexus dealership for
diagnosis. If the condition is verified, the dealer will replace the affected component(s) with a new one FREE OF CHARGE to
the customer. The timing of any repair under this voluntary Customer Support Program is subject to parts availability.
The owner notification letter will describe, to the owner, which component, or combination of components, is/are covered for
their vehicle.

FAQ Page 1 of 3
© 2018 Toyota Motor Sales, USA

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?

There are approximately 459,600 vehicles covered by this Customer Support Program. Approximately 670 vehicles
covered by this Customer Support Program were distributed to Puerto Rico.
Model
ES 350
GS F
GS 200t
GS 350
GS 450h
IS F
IS 250C
IS 350C
LS 460
LS 600h

Q4:
A4:

Model Year
2008 - 2012
2016 - 2018
2016 - 2017
2013 - 2018
2013 - 2017
2008 - 2014
2010 - 2015
2010 - 2015
2007 - 2014
2008 - 2014

Production Period
Early April 2008 – Mid-June 2012
Mid-July 2015 – Late September 2017
Early July 2015 – Early September 2017
Mid-July 2011 – Late September 2017
Early October 2011 – Late August 2017
Mid-July 2007 – Late July 2014
Early December 2008 – Early August 2015
Late November 2008 – Early August 2015
Early May 2006 – Late August 2013
Mid-October 2006 – Late August 2013

Approx. UIO
199,700
1,800