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
Early July 2008 – Late March 2013
Early June 2008 – Mid-March 2013

Approx. UIO
199,700
1,800
1,900
104,200
1,500
5,300
22,100
10,600
112,700
100
114,900
10,000

What components are covered by this Customer Support Program?

Depending upon the specific VIN covered by this Customer Support Program, one of 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 coved 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 now available and completion of the inspection process is a mandatory requirement. Lexus will not
release parts to a VIN until that VIN has completed the inspection process. The inspection process includes uploading a
photograph of each affected component(s) requiring replacement. If such photographs are not available, parts will not be released
for that component until a photograph is uploaded into the inspection application.
TIS Memo Example

Note: The owner notification letter will describe, to the owner, which component, or combination of components, is/are covered for
their vehicle.
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, covered for
certain LS 460/600h vehicles, and covered for all IS 250/350 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.

Q5:
A5:

What are the details of this program?

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.
All models except IS 250/350
• This Customer Support Program will be offered for covered vehicles (except IS 250/350 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.
IS 250/350 models ONLY
• This Customer Support Program will be offered for all covered IS 250/350 vehicles regardless of mileage until July 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.
Q6:

What should an owner do if experiencing this condition?

Q7:

What if an owner HAS NOT experienced this condition but would like to have the repair completed?

Q8:

How long will the repair take?

A6:

A7:

A8:

If an owner thinks that he/she has experienced the condition described in this Customer Support Program, a local Lexus dealer
should be contacted for appropriate diagnosis and repair. If the condition is verified as being in accordance with the terms of the
program, the repair will be performed FREE OF CHARGE to the owner.
This Customer Support Program only applies to vehicles that have exhibited the condition described above. If an owner has not
experienced the condition, he/she is asked to tear off the sheet included in the owner letter and insert it into their vehicle’s owner’s
manual for future reference.
Depending upon the vehicle model and the component, or combination of components, requiring replacement, the repair time will
range
between
approximately
one
hour
to
approximately
six
and
one-half
hours.
•
•
•

Lexus ES and GS vehicles will take approximately 3.5 hours to repair.
The repair time for Lexus IS F, IS 250/350, and IS C, vehicles will range between approximately 1 hour and approximately 3.5
hours.
The repair time for Lexus LS 460 and LS 600h vehicles will range between approximately 1 hour and approximately 6.5 hours.

Please note that depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period.
Due to the extensive repair time necessary for certain repairs to Lexus LS vehicles, the dealer may offer those customers a loaner
vehicle depending upon the repair time necessary for the Lexus LS vehicle.

Q9:

What if the customer previously paid for repairs related to this Customer Support Program?

Q10:

How does Lexus obtain customer mailing information?

Q11:

What if customers have additional questions or concerns?

A9:

A10:

A11:

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. Customers must make sure their registration or title information is correct.
If customers have additional questions or concerns, they may 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.

FAQ Page 3 of 3
© 2018 Lexus, A Division of Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM ZLZ
Repair Coverage for the Dashboard (Instrument Panel) and/or Certain Interior Trim Panels
Covered Vehicles and Components
Model
ES350
GS F
GS200T
GS350
GS450H
IS F
IS250C*
IS350C*
IS 250
IS 350

LS460

LS600H

(Dashboard)
Instrument
Panel
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔
✔

✔
✔

Front and Rear
Door Trim
Panels

✔
✔*
✔*
✔
✔
✔
✔
✔
✔

✔
✔

Covered Components
Lower
Instrument
Console Box
Panel

✔
✔
✔
✔
✔
✔
✔
✔

✔
✔
✔
✔
✔
✔
✔

✔

✔

Glove Box

✔
✔
✔
✔
✔
✔

Console Box Rear
Panel

✔
✔
✔
✔

✔

✔
✔

Model Year

Production Period

Approximate UIO

2008 - 2012
2016 - 2018
2016 - 2017
2013 - 2018
2013 - 2017
2008 - 2014
2010 - 2015
2010 - 2015
2008 – 2013
2008 – 2013
2007 - 2012
2010
2007 - 2011
2007 - 2012
2012 - 2012
2007
2007
2013 - 2014
2013
2010
2008
2013 - 2014

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 July 2008 – Late March 2013
Early June 2008 – Mid-March 2013
Early March 2007 - Mid-July 2012
Early March 2010 - Early September 2010
Mid-March 2007 - Mid-September 2010
Early March 2007 - Late August 2012
Early October 2011 - Early March 2012
Early May 2006 - Late February 2007
Mid-September 2006 - Late February 2007
Late May 2012 - Late August 2013
Mid-June 2012 - Early July 2013
Late August 2010
Mid-October 2006 - Late August 2007
Mid-November 2012 - Late August 2013

199,700
1,800
1,900
104,200
1,500
5,300
22,100
10,600
114,900
10,000
700
6
100
82,400
200
18,400
40
10,800
5
1
6
60

*The Lexus IS250C/350C vehicles covered by this Customer Support Program are two-door vehicles and; therefore, do not have rear doors.