2003 GX 470
Rear Air Suspension

Special Service Campaign 3LC

M/N 00241-10006-3LC

March 2003

2003 GX 470 Rear Air Suspension
PREPARING FOR THE 3LC SSC
Overview................................................................................................................. 3
3LC Condition ......................................................................................................... 3
3LC Repair ............................................................................................................. 3
Customer Notification.............................................................................................. 3
SSC and Customer Satisfaction .............................................................................. 3
Identifying Affected Vehicles ................................................................................... 4
Manpower and Facility Requirements...................................................................... 4
Tools and Equipment .............................................................................................. 5
Technical Training................................................................................................... 5
Parts ....................................................................................................................... 5
TDN and DMS Systems .......................................................................................... 6
Planning Your Communication Strategy ..........................................................

6

Calls to Your Customers ..................................................................................

8

Calls from Your Customers..............................................................................

8

Calls from the Media........................................................................................

9

IMPLEMENTING THE 3LC SSC
Car Rental and Service Loaners......................................................................

9

Remote Area Service Plan .................................................................................... 10
The Service Write-Up............................................................................................ 11
Preparing for Delivery after SSC Completion ........................................................ 11
Delivery of the Vehicle after SSC Completion ....................................................... 12
Follow-Up.............................................................................................................. 12
Work Order Closing/Claim Submission ................................................................. 12
Recap of Claim Submission and General
Provisions of the SSC ....................................................................................... 13
Claiming Reimbursement for Special Services ...................................................... 13
Claim Preparation Instructions .............................................................................. 14
Customer Letter .................................................................................................... 15

TECHNICAL INSTRUCTIONS
Operation Flow Chart ............................................................................................ 16
Location of Affected Parts ..................................................................................... 17
Affected VIN Range .............................................................................................. 17
Preparation ........................................................................................................... 18
Work Procedure .................................................................................................... 19
SSC Completion Label Installation ........................................................................ 26

2

Lexus Special Service Campaign 3LC
PREPARING FOR THE SSC
Overview
Lexus is initiating a Special Service Campaign (SSC). The 3LC
SSC is for 2003 GX 470s equipped with Rear Adjustable Height
Control. In certain GX 470s equipped with Rear Adjustable Height
Control, a pin that attaches the bottom of the air suspension
pneumatic cylinder (air suspension) assembly may break. If this
occurs, the bottom of the air suspension assembly may slide off
the spring base on the rear axle. This SSC provides your
dealership with an opportunity to further demonstrate its customer
satisfaction philosophy and service convenience to our GX 470
owners, many of whom are repeat Lexus owners. This handbook
provides all the details necessary to plan and implement this SSC
at your dealership. Key points on the SSC are summarized below.

3LC Condition
In certain 2003 model year GX 470 vehicles equipped with Rear
Adjustable Height Control, a pin that attaches the bottom of the air
suspension pneumatic cylinder (air suspension) assembly may
break. If this occurs, the bottom of the air suspension assembly
may slide off the spring base on the rear axle.

3LC Repair
The 3LC SSC involves replacing the pin in the rear air suspension
assembly with an improved one.

Customer Notification
Notification letters will be sent to the owners of affected vehicles in
late March 2003. This letter will advise owners of the need to have
the lower air suspension clip kit installed.

SSC and Customer
Satisfaction
This Special Service Campaign provides us with an opportunity to
demonstrate the Lexus commitment to total customer satisfaction.
By implementing the 3LC SSC in an organized and efficient
manner, we can nurture our on-going relationships with these

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2003 GX 470 Rear Air Suspension
customers and strengthen these associations. Throughout the
campaign, we need to let our customers know that we are
genuinely interested in resolving the matter in a timely fashion with
as little inconvenience to them as possible.

Identifying
Affected Vehicles
The 3LC Special Service Campaign only applies to specific 2003
GX 470s within the VIN range below. Not all vehicles in the VIN
range are involved in this SSC. No other vehicles before or after
this range are to be repaired under the provisions of this SSC.
VIN
Model

GX 470

Year

2003

VDS

BT20X

Range

Production
Period

0001032 - 0005484

September
2002
through
December
2002

NOTE: Always consult Dealer Daily or TIS to confirm VIN eligibility and to
assure the SSC is applicable. This will verify the vehicle is involved and has
not already been completed by another dealer. TMS warranty will not
reimburse dealers for repairs conducted on vehicles that are not affected.

The enclosed SSC summary report lists vehicles sold by your
dealership. From this list, please determine the actual number of
customers who should come back to your dealership for this SSC.
Some vehicles subject to this SSC may also be a part of SSC
3LA (Certification Regulation Label) and/or SSC 3LB (Middle
Row Seat Lock). Be sure that your service and parts
department coordinate and correctly use the customer list so
that parts and labels for the required repairs are available to
allow all applicable campaigns to be completed in one service
visit thereby minimizing customer inconvenience.
Manpower and Facility

Requirements
Your dealership must plan carefully to accommodate the additional
service volume generated as a result of this SSC.
In reviewing your dealership’s manpower and facility requirements
for this Special Service Campaign, there are several items you
need to consider.

4

Lexus Special Service Campaign 3LC


Do you need to develop ways to increase your service
capacity?



Do you need to hire additional support staff for pickup/delivery, car washes and fuel tank fill-ups?



The special Enterprise Rent-A-Car arrangements that started
with SSC WL1 are also in effect for SSC 3LC. See page 9 for
further details.

You will need to hold a meeting with all dealership associates to
discuss:
Y

Importance of Lexus customer care for each SSC customer.

Y

Various procedures such as phone inquiries, pick up and
delivery, loaners, etc.

Y

Campaign specifics including your dealership’s assigned
quantity, completion objectives, and technical details.

We recommend that one person at your dealership be designated
as the campaign coordinator.

Your District Operations Manager will meet with you to answer
your questions and monitor the progress of this SSC.

Tools and Equipment
In addition to standard tools and the Lexus scan tool the following
special service tool (SST) is required.
SST # 09730-00010

Technical Training
The back of this handbook contains the repair procedures for this
SSC. We suggest that all service department staff who will be
directly involved in completing the repair or supporting the SSC
should review the repair procedures to prepare for this SSC.

Parts
Your dealership has been sent a quantity of the Lower Air
Suspension Clip Kit equal to 100% of the vehicles that Lexus
shows your dealership to have retailed. No more Lower Air

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2003 GX 470 Rear Air Suspension
Suspension Clip Kits are available so please develop
procedures to handle them accordingly at your dealership. If
your dealership was involved in dealer trades on any vehicle
involved in this campaign you must work with the trading dealer to
move kits as appropriate.
Part Number

Description

Quantity Per
Vehicle

04003-10135

Lower Air Suspension
Clip Kit

1

Note:
 Part number for use on SSC warranty claim only. Dealer cannot
order part.
 If the Suspension Clip Kit is no longer available, dealers may order and
install the right and left pneumatic cylinder assemblies. Reference the parts
catalog for the correct part number.

TDN and DMS Systems
The labor operation code has been transmitted to your dealership
(see page 12 for opcode). Remember that each dealership using
TDN must request and apply it to the dealer system. If your
dealership has not received the operation code, call the TDN
hotline at (800-421-8154). DMS dealer files are automatically
updated and no further action should be required.

Planning Your
Communication Strategy
It is important that you develop a strategy to communicate
effectively. The following are some general statements that can be
used when explaining the SSC.

Q1: What is the condition?
A1: In certain 2003 model year GX 470 vehicles with Rear
Adjustable Height Control, a pin that attaches the bottom of the air
suspension pneumatic cylinder (air suspension) assembly may
break. If this occurs, the bottom of the air suspension assembly
may slide off the spring base on the rear axle.

Q2: What is the cause of this condition?
A2: If the vehicle becomes stuck on steep off-road conditions and repeated
attempts to move the vehicle are made, excessive driving force may be applied
to the driveline system. The excessive force may cause the pin on the bottom
of the air suspension pneumatic cylinder (air suspension) assembly to break.

6

Lexus Special Service Campaign 3LC
Q3: Are there any warnings that this condition has occurred?
A3: No, there are no specific warnings for when this condition will
occur.

Q4: Which and how many vehicles are involved?
A4: 2003 model year GX 470 and 4Runner vehicles equipped with
Rear Adjustable Height Control (Lexus)/Rear Height Control Air
Suspension (Toyota). There are approximately 4,300 GX 470
vehicles and 700 4Runner vehicles involved in the U.S. market.

Q5: What is the production period of the affected vehicles?
A5: The affected vehicles were produced between September
2002 and December 2002.

Q6: Are there any other Toyota or Lexus vehicles involved?
A6: No, this condition only affects certain early 2003 model year
GX 470 and 4Runner vehicles equipped with Rear Adjustable
Height Control (Lexus)/Rear Height Control Air Suspension
(Toyota).

Q7: How many incidents of this condition have been
reported?
A7: There have been 4 reported cases of this condition in Japan
as well as other overseas markets.

Q8: Have there been any accidents reported?
A8: There have been no reported cases of accidents related to
this condition.

Q9: What is Lexus going to do?
A9: Owners of the involved vehicles will receive a Special Service
Campaign notification by first class mail. Lexus dealers will
replace the pin of the rear air suspension assembly with an
improved one at NO COST to the vehicle owner.

Q10: How long will the repair take?
A10: The repair will take approximately one and one-half hours.

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2003 GX 470 Rear Air Suspension
However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.

Q11: What should an owner do if they experience the
condition?
A11: Owners are requested to contact their local Lexus dealer for
diagnosis and repair.

Calls to Your Customers


Customers involved in the SSC
Although each affected vehicle owner will receive a
notification letter, we would like your dealership to use the
customer list provided in the SSC package to help manage
your service volume. We strongly suggest that your
dealership’s service management and consulting staff
review the list and proactively contact customers for
prompt service. Some vehicles subject to this SSC may
also be a part of SSC 3LA (Certification Regulation
Label) and/or SSC 3LB (Middle Row Seat Lock). Be
sure that your service and parts departments
coordinate and correctly use the customer list so that
parts and labels for the required repairs are available
to allow all applicable campaigns to be completed in
one service visit thereby minimizing customer
inconvenience.
Also let them know how valuable a customer they are and
that this Special Service Campaign is being undertaken by
Lexus to keep their confidence in the Lexus brand.



Customers not involved in the SSC
Assure any customers with vehicles outside of the
involved VIN range that this repair is not needed.

Calls from Your
Customers
It is important to institute a system to respond to customers calling
for more information regarding the SSC. We recommend
designating an individual to answer these inquiries to ensure that
callers get accurate, consistent information.

8

Lexus Special Service Campaign 3LC

Calls from the Media
We ask that you refer any calls from the media or government
agencies directly to Lexus headquarters in Torrance, California.
The contact at Lexus is:
Holly Ferris, Lexus Public Relations Manager

IMPLEMENTING
THE 3LC SSC
Car Rental and Service
Loaners
One of the ways we can demonstrate that Lexus cares is by
honoring loaner car requests with the best loaner available for
those customers unable or unwilling to wait for this repair.

{Preferred}
Lexus Customer Convenience System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a rate of
$44.00 per day. (Lexus vehicles only.)

{Preferred}
Lexus Dealer Fleet (Lexus vehicles only)
A rate of $44.00 per day may be claimed if using this option. Be
sure to follow customer supplied insurance guidelines.

Enterprise Rent-A-Car
Recognizing that loaner car capacity may become an issue, Lexus
is continuing special arrangements with Enterprise Rent-A-Car
to supplement the demand. The specially negotiated price includes
a $35.00 per day charge for premium cars and an $11.99 per day
rate, plus applicable taxes, for full collision protection (C.D.W.).
The total is $46.99, plus tax, in all 48 contiguous states except for
New York where the rate structure is different due to state laws
covering the sale of a Collision Damage Waiver.
An important feature to this preferred rental arrangement is that
this rate entitles your customers to any available Enterprise vehicle

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2003 GX 470 Rear Air Suspension
including luxury vehicles. So please provide them with a selection
of the best available vehicles. Also please employ the strategy
(where practical) that SSC customers receive Lexus vehicles and
Enterprise vehicles are reserved for regular service customers.
The motivating factor for any of these options is the customer’s
convenience and consideration. Again please provide the best
available vehicle. If extraordinary customer requests are made,
please contact your DOM. In addition, loaner car requests that
exceed one day must carry proper DOM authorization.

Remote Area
Service Plan
“Remote” is defined as those distances where a customer is 100
or more miles from the nearest Lexus dealership. Your DOM will
work with you to develop and authorize an action plan.

Guidelines to be used in performing remote repairs are:


If the customer is within 100 miles of the nearest Lexus
dealership, the closest Lexus dealership will perform the repair
provided that prior authorization for related expenses has been
approved by the DOM.



If the customer is more than 100 miles from the nearest Lexus
dealership, Lexus area associates or, Lexus national
associates may perform the repair. Dealerships may also
make these repairs but only with the authorization of the Area
Coordinator (most likely the F.T.S.).



Each situation will be handled on a case-by-case basis.



Lexus will only pay for authorized costs that have been
approved by DOM or area offices.



Alternatives include pick-up and redelivery of remotely located
vehicles.

The Service Write-Up

10

Lexus Special Service Campaign 3LC
Listed below are some general guidelines to use when the
customer arrives at your dealership for the SSC:


Explain that the inspection and repair will take about fifteen
minutes. Inform the customer that the special services
(refueling, car wash) will require additional time at your
dealership.



Explain the type of repair involved.



If the customer does not have an SSC notice:
Y Check the VIN against the national Service History File to
see if the vehicle has been previously repaired under this
Campaign.
Y

Check the left front door hinge post for an SSC completion
label.

Y

If the vehicle falls outside of the above guidelines, explain
that the vehicle does not require the Campaign repairs.

Y

If the vehicle is eligible, explain the SSC to the customer;
describe the procedure and the amount of time needed for
the repair.



If the customer has an appointment, pull the work order;
otherwise, create a work order reflecting the need to complete
the SSC 3LC repair.



Issue the work order to the technician and include job
instructions for the SSC.

Preparing for the
Delivery After SSC
Completion


Wash/clean the vehicle inside and out.



Fill the gas tank with the specified unleaded fuel



Notify customer of completion and arrange for re-delivery or
return of rental vehicle.

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2003 GX 470 Rear Air Suspension
Delivery of the Vehicle After
the SSC Completion
The delivery of the vehicle is a very important part of ensuring a
high level of customer satisfaction. Explain all SSC repairs to the
customer and apologize for any inconveniences. Thank the
customer for his or her time and their continuing patronage.

Follow-Up
Complete 100% after-service follow-up is critical to ensure
complete customer satisfaction with the repairs performed and the
service provided.

Work Order Closing/
Claim Submission
The following information explains the policies and procedures for
preparation and submission of a warranty claim for reimbursement
of a repair performed under the SSC 3LC.

Repair

Replace the clip of the pneumatic
cylinder

Claim
Type

SC

Opcode

3604C1

Labor
Hours*

1.6

Sublet

GA (fuel),
TW (tow),
RT (loaner vehicle),
DE (pick-up and
delivery or remote
repair), or CW (car
wash) as required
and substantiated
by invoices and not
requested on an
SSC 3LA or 3LB
claim.