DISTRIBUTE TO:
 Service Manager
 Warranty Administrator

Customer Support
Program Bulletin

No.:
Date:
Page:

POL18-01
9/27/2018
1 of 22

REVISED 10/8/18

SUBJECT: CUSTOMER SUPPORT PROGRAM BULLETIN (ZLZ):
REPAIR COVERAGE FOR DASHBOARD (INSTRUMENT
PANEL) AND/OR CERTAIN INTERIOR TRIM PANELS ON:
• CERTAIN 2008-2012 MY ES 350 VEHICLES
• CERTAIN 2016-2018 MY GS F VEHICLES
• CERTAIN 2016-2017 MY GS 200t VEHICLES
• CERTAIN 2013-2018 MY GS 350 VEHICLES
• CERTAIN 2013-2017 MY GS 450h VEHICLES
• CERTAIN 2008-2014 MY IS F VEHICLES
• CERTAIN 2010-2015 MY IS 250C & IS 350C VEHICLES
• CERTAIN 2007-2014 MY LS 460 VEHICLES
• CERTAIN 2008-2014 MY LS 600h VEHICLES
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.
Applicability
The Dashboard (Instrument Panel) and interior trims are covered by the Lexus
New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever occurs
first). However, Lexus is announcing a Customer Support Program (CSP) to
cover repairs related to the Dashboard (Instrument Panel) and/or certain interior
trim panels due to these circumstances.
This CSP will be offered for all covered vehicles regardless of mileage until
March 31, 2021.
This CSP is applicable for 10 years from the date-of-first-use, with no mileage
limitation.
Verify VIN applicability for this CSP by checking Technical Information System
(TIS) before completing any repairs.
Direct marketing of this CSP is strictly prohibited pursuant to the Lexus Warranty
Policy 5.22, “Warranty Solicitation.” Non-compliance of this policy may result in a
claim debit.

Lexus Customer Support Program Bulletin

POL18-01
9/27/18
REVISED 10/8/18
2 of 22

Applicability (Continued)
*This CSP does not cover the dashboard (Instrument Panel) and/or certain
interior trim panels that have suffered damage from abuse, accident, theft,
vandalism, misuse, alteration, lack of proper maintenance, fire, water
contamination or any vehicles that are currently or previously titled as “scrap,”
“salvage,” or “dismantled”.
Covered Vehicles
Not all vehicles are covered by this CSP. Verify VIN applicability by checking TIS
before completing any repairs.
Covered Components
Depending upon the specific VIN covered by this CSP, 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.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Lexus Customer Support Program Bulletin

POL18-01
9/27/18
REVISED 10/8/18
3 of 22

Photo Requirements and Parts Retention
Lexus requires photo documentation of removed dashboard assemblies, door
trim panels, lower instrument panels, console box, glove box and console box
rear panels to be recorded as part of the RO documentation for this repair.
Photos must provide perspective image(s) that illustrate the damage.
A photo must also be taken with the odometer in focus and the dashboard in the
background. Photos must be made available for TMS Warranty Department
review upon request.
Removed dashboard assemblies and door trim panels must be retained for 3
calendar days after the repair has been completed. Dashboard assemblies, door
trim panels, lower instrument panels, console box, glove box and console box
rear panels are not requested for return in PRS or inspection by District Service
and Parts Managers (DSPMs) or Field Technical Specialists (FTS) may be
scrapped after 3 calendar days.
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 “LSC17A - 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
Senior Service Technician
Senior Diagnostic Specialist
Master Service Technician
Master Diagnostic Specialist

Claims for repairs that were performed by non-qualified technicians are subject to
debit.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Lexus Customer Support Program Bulletin

POL18-01
9/27/18
REVISED 10/8/18
4 of 22

Claim Submission
Claim filing will be available by October 8, 2018.
Due to the unique nature of this CSP, the Operation Codes are separated into 2
groups.
Group 1 – Repair Pgm No. ZLZ Instrument Panel and Front/Rear Door Trim(s).
Group 2 – Repair Pgm No. Z2Z Lower Instrument Panel, Glove Box Assembly,
Console Box Assembly, and Console Box Rear Panel Assembly.
For claim filing purposes, 2 Operation Codes will need to be filed in CPS
ONLY in the unlikely case that parts from both groups are replaced.
Since the use of 2 designations are only for claim filing purposes, TIS will
only show ZLZ as the Potentially Eligible Customer Support
Program.
Claim Type: Repair Program
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Lexus Customer Support Program Bulletin

POL18-01
9/27/18
REVISED 10/8/18
5 of 22

Model

R&R Rear Door Trim, (BOTH SIDES)

R&R Rear Door Trim, (ONE SIDE)

R&R Front Door Trim, (BOTH SIDES)

R&R Front Door Trim, (ONE SIDE)

R&R Instrument Panel

Claim Submission (Group 1)

Description of Repair

Opcode

Flat Rate Time
(hours/vehicle)

ES 350

●

ZLZ001

2.7

LS 460
LS 600 h

●

ZLZ003

3.2

IS 250C
IS 350C
IS F

●

ZLZ004

2.0

GS 200t
GS 350
GS 450h
GS F

●

ZLZ005

3.0

ZLZ006

0.4

ZLZ007

0.7

ZLZ008

0.4

ZLZ009

0.8

ZLZ010

1.1

ZLZ011

0.6

ZLZ012

1.0

ZLZ013
ZLZ028
ZLZ029
ZLZ030

1.3
3.6
3.9
3.6

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LS 460
LS 600 h

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next page)

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Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Model
LS 460
LS 600 h
(Continued)

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R&R Rear Door Trim, (BOTH SIDES)

POL18-01
9/27/18
REVISED 10/8/18
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R&R Rear Door Trim, (ONE SIDE)

R&R Front Door Trim, (BOTH SIDES)

R&R Front Door Trim, (ONE SIDE)

R&R Instrument Panel

Lexus Customer Support Program Bulletin

Description of Repair

Opcode

●
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ZLZ031
ZLZ032
ZLZ033
ZLZ034
ZLZ035
ZLZ016
ZLZ019
ZLZ044
ZLZ045
ZLZ020
ZLZ021
ZLZ022
ZLZ023
ZLZ024
ZLZ025
ZLZ026
ZLZ027
ZLZ036
ZLZ037
ZLZ038
ZLZ039
ZLZ040
ZLZ041
ZLZ042
ZLZ043

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IS 250C
IS 350C

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IS F

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Flat Rate Time
(hours/vehicle)
4.0
4.3
3.8
4.2
4.5
0.3
0.5
2.3
2.5
0.3
0.4
0.4
0.7
0.8
0.6
0.9
1.0
2.3
2.4
2.4
2.7
2.8
2.6
2.9
3.0

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Lexus Customer Support Program Bulletin

POL18-01
9/27/18
REVISED 10/8/18
7 of 22

Model

LS 460
LS 600h

R&R Console Box Rear Panel
Assembly

R&R Console Box Assembly

R&R Glove Box Assembly

R&R Driver Side Lower Instrument
Panel

Claim Submission (Group 2)

Description of Repair
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Opcode

Flat Rate Time
(hours/vehicle)

ZLZ046

1.5

ZLZ047

1.4

ZLZ048

0.9

ZLZ049

0.8

ZLZ050

1.1

ZLZ051

1.0

ZLZ052

0.5

ZLZ053

0.4

ZLZ054

1.1