December 15, 2016

Subject:

Limited Service Campaign GLL (Remedy Notice)
Certain 2016 Model Year RX 350 and RX 450hVehicles
Power Back Door ECU Replacement

Condition
In the subject vehicles the power function of the back door could become inoperative if there is interference with an
object while using the power back door. Lexus has developed a new power back door Electronic Control Unit (ECU) to
prevent this condition from occurring.
Remedy
Any authorized Lexus dealer will replace the Power Back Door ECU at NO CHARGE to the vehicle owner until

November 30, 2019.
Covered Vehicles
There are approximately 46,400 Certain 2016 Model Year RX 350 and RX 450h vehicles covered by this Limited
Service Campaign.
There are 178 vehicles in Puerto Rico involved in this Limited Service Campaign.
Model Name

Model Year

Production Period

RX 350 and RX 450h

2016

Late September, 2015 through Late March, 2016

Owner Letter Mailing Date
Lexus will begin to notify owners in late December, 2016. A sample of the owner notification letter has been included for
your reference.

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 dealership receives a notice for a vehicle that was sold prior to the
Limited Service Campaign announcement, it is the dealership’s 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 you 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.
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Lexus requests that dealers conduct this Limited Service Campaign remedy on any new
or used vehicles currently in dealer inventory that are covered by this Limited Service Campaign prior to customer
delivery.
Also, as a reminder, Lexus L/Certified policy prohibits the certification of any vehicle with an outstanding Limited Service
Campaign or Safety Recall. Thus, no affected units should be designated, sold, or delivered as an L/Certified unit until the
Limited Service Campaign has been completed on that vehicle.

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
Senior
Master
Diagnostic Specialist

Always check which technicians can perform the recall remedy 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.
Remedy Procedures
Please refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns
on the vehicle during the time of appointment.
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.
Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check the
MAC/DOS report on the Lexus Customer Services website accessed via Dealer Daily for the most up-to-date parts
ordering information.
Part Number

Description

Quantity/Vehicle

04006-45148

COMPUTER, MULTIPLEX NETWORK DOOR

1

Warranty Reimbursement Procedure

Verify Vehicle Eligibility
1. Check the TIS Vehicle Inquiry
System.

Not Involved

No further action required.

Invoved

Record customized settings.

Replace the rear hatch multiplex ECU

Campaign complete.



Opcode

Description

Flat Rate Hours

CGG69B

Replace Power Back Door ECU

0.7 hr/vehicle

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.

Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this LSC. Additionally, one day of rental vehicle
expense (to a maximum of $45) or the cost of pick-up and delivery of the customer’s car may be claimed if required and
subject to the guidelines published in the Special Service Campaign and Special Service Campaign General Procedures
document on TIS.
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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not provide this
number to customers. Please provide this contact only to media associates.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or Safety
Recall remedy. 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 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.

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 Safety Recall.
Thank you for your cooperation.

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

Attachment
CC:

Customer Satisfaction Manager
General Manager
Parts Manager
Sales Manager
Pre-owned Manager
Service Manager
Warranty Administrator

Limited Service Campaign GLL (Remedy Notice)
Certain 2016 MY RX 350 and RX 450h Vehicles
Power Back Door ECU Replacement
Frequently Asked Questions
Published December 15, 2016

Q1:

What is the condition?

Q2:

What is Lexus going to do?

A1:

A2:

In the subject vehicles the power open and close function of the back door could become inoperative if there is
interference from an object while using the power back door. Lexus has developed a new power back door Electronic
Control Unit (ECU) to prevent this condition from occurring.
Lexus will send, starting in late December, 2016, an owner notification by first class mail advising owners to make an
appointment with their authorized Lexus dealer to have the Power Back Door ECU replaced at NO CHARGE.

Q2a: How long will this Limited Service Campaign be available?
A2a:

Q3:
A3:

This Limited Service Campaign will be offered at No Charge until November 30, 2019.

Which and how many vehicles are covered by this Limited Service Campaign?

There are approximately 46,400 Lexus vehicles covered by this Limited Service Campaign.
Model Name
RX 350 and RX 450h

Q3a:
A3a:

Model Year
2016

Production Period
Late September, 2015 through Late March, 2016

Are there any other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign?

Yes, there are approximately 93,000 2016 Model Year RAV4 and RAV4 Hybrid Vehicles covered by this
Limited Service Campaign.

Q4:

How long will the repair take?

Q5:

What if I previously paid for repairs related to this Limited Service Campaign?

Q6:

How does Lexus obtain my mailing information?

Q7:

What if I have additional questions or concerns?

A4:

A5:
A6:

A7::

The repair takes approximately 1.5 hours; however, depending on the dealer’s work schedule, it may be necessary to
make the vehicle available for a longer period of time.
Reimbursement consideration instructions will be provided in the owner letter.

Lexus uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive
registration or title information, based upon the DMV records. Please make sure your registration or title information is
correct.
If you have additional questions or concerns, please contact the Lexus Customer Assistance Center at 1-800-2553987 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific Time.

Page 1 of 1
© 2016 Lexus, A Division of Toyota Motor Sales, USA

Certain 2016 Model Year RX 350 and RX 450h Vehicles
Power Back Door ECU Replacement
Limited Service Campaign (Remedy Notice)
[VIN]
Dear Lexus Customer:
At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to provide
superior customer satisfaction, Lexus is announcing a Limited Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you
are the current owner.
What is the condition?
In the subject vehicles the power function of the back door could become inoperative if there is interference with an object
while using the power back door. Lexus has developed a new power back door Electronic Control Unit (ECU) to prevent
this condition from occurring.
What will Lexus do?
Any authorized Lexus dealer will replace the Power Back Door ECU at NO CHARGE to you.
What should you do?
Before you are inconvenienced by this condition, any authorized Lexus dealer will replace the Power Back Door ECU
at NO CHARGE to you.
Please contact your authorized Lexus dealer to make an appointment to have the Power Back Door ECU replaced.
The remedy will take approximately 1.5 hours. However, depending on the dealer’s work schedule, it may be necessary
to make your vehicle available for a longer period of time. This program will be offered until November 30, 2019 and
will only be available at an authorized Lexus dealer.
What if you have other questions?



Your local Lexus dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the 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.

If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.lexus.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
What if you have previously paid for repairs to your vehicle for this specific condition?

If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please mail a copy of your repair
order, proof-of-payment and ownership information to the following address for reimbursement consideration:
Lexus, a Division of Toyota Motor Sales, U.S.A., Inc
Lexus Customer Assistance Center L201
19001 South Western Avenue
Torrance, CA 90509
Include your name, address, and telephone number(s) in your request. Please allow us 6-8 weeks to process your request.

Thank you for driving a Lexus.
Sincerely,
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.