NHTSA ID Number: 10164892
Manufacturer Communication Number: ZLL_Dealer Packa
TSB/Document Date: 2019-09-16
Summary
Dealer Package: Phase 1 - Customer Notification Phase Repair Not Yet Available. Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These reports indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels. Although the original factory paint is covered by Lexus? New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever comes first), we at Lexus care about the customers? ownership experience. Lexus is providing coverage for repairs related to the condition described above.
C u s t o m e r S u p p o r t P r o g r a m Z L L - D - P a g e |1
Lexus, A Division of Toyota
Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: August 9, 2019
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators
CUSTOMER SUPPORT PROGRAM ZLL
Phase 1 - Customer Notification Phase
Repair Not Yet Available
Certain 2008 – 2009 Model Year GX 470 Vehicles Painted with Blizzard Pearl (070) Paint Color
Coverage for Peeling of Factory-Applied Paint
Model / Years
2008 – 2009 GX 470
Production Period
Early January 2008 – Early August 2009
Approximate Total Vehicles
5,770
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for peeling of certain colors of factory-applied paint.
Background
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These reports
indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint peeling on exterior
metal body panels.
Although the original factory paint is covered by Lexus’ New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever comes first),
we at Lexus care about the customers’ ownership experience. Lexus is providing coverage for repairs related to the condition described
above.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m Z L L - D - P a g e |2
Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl paint. The covered
condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base
metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a
repair* under the terms of this Customer Support Program.
*The repair is not available yet and the details of the repair under this program have not been finalized yet. Please see below for additional
details.
Covered Vehicles
There are approximately 5,770 vehicles covered by this Customer Support Program. There are approximately 10 vehicles covered by this
Customer Support Program that were distributed to Puerto Rico.
Phased Launch Schedule
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two phases.
Phase
1
2
Description
Customer Notification
Renotification and Repair
Availability
BEGINNING NOW
NOT AVAILABLE YET
BEGINNING NOW: In Phase 1, the currently active phase, Lexus is preparing the repair for this condition and thus, the repair under this
program is NOT AVAILABLE. During this phase, dealers should not do any repairs for this condition under this program. Beginning in August
2019, Lexus will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer Support
Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for expenses incurred
prior to September 26, 2019. A sample of this owner notification letter has been included for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Lexus finalizes the repair for this condition. At that time, Lexus will update this Dealer Letter,
launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are available. Letters will be
sent over several months. At that time, if the owner experiences the condition, they should contact their local authorized Lexus dealership for
diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms
of this Customer Support Program.
TIS / Service Lane - VIN Search Display
Until the repair for this Customer Support Program is available, a VIN search for this Customer Support Program will appear in TIS / Service
Lane as follows:
A: Repair is not yet available
A
© 2019 Lexus, A Division of Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m Z L L - D - P a g e |3
Customer Handling 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 (1-800-255-4987) Monday through Friday, 7:00 am to 7:00 pm, 8:00 am to 5:00 pm Central 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.
Warranty Reimbursement Procedures
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.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZLL
Phase 1 – Customer Notification Phase
Repair Not Yet Available
Certain 2008 – 2009 Model Year GX 470 Vehicles Painted with Blizzard Pearl (070)
Coverage for Peeling of Factory-Applied Paint
Frequently Asked Questions
Original Publication Date: August 8, 2019
Q1:
A1:
What is the condition?
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These
reports indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint
peeling on exterior metal body panels.
Q1a:
A1a:
Q2:
A2:
What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Lexus paint code 070) paint color.
What is Lexus doing?
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two
phases.
Phase
1
2
Description
Customer Notification
Renotification and Repair
Availability
BEGINNING NOW
NOT AVAILABLE YET
BEGINNING NOW: In Phase 1, the currently active phase, Lexus is preparing the repair for this condition and thus, the repair under
this program is NOT AVAILABLE. During this phase dealer should not do any repairs under this program. Beginning in August
2019, Lexus will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer
Support Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for
expenses incurred prior to September 26, 2019. A sample of this owner notification letter has been included for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Lexus finalizes the repair for this condition. At that time, Lexus will update this
Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are
available. Letters will be sent over several months. At that time, if the owner experiences the condition, they should contact their
local authorized Lexus dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE
OF CHARGE in accordance with the terms of this Customer Support Program.
FAQ Page 1 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 5,770 2008 – 2009 GX 460 vehicles covered by this Customer Support Program.
Q3a:
A3a:
Q4:
A4:
Model Name
Model Year
Production Period
GX 470
2008 – 2009
Early January 2008 – Early August 2009
Are there any other vehicles covered by this Customer Support Program in the U.S.?
Yes, there are approximately 1,738,940 Toyota vehicles covered by this Customer Support Program.
What are the details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl paint. The covered
condition may occur when sunlight overtime degrades the adhesion between the factory-applied paint primer coat layer and the
base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will
receive a repair* under the terms of this Customer Support Program.
*The repair is not available yet and the details of the repair under this program have not been finalized. Please see Q2 for additional
details.
Q5:
A5:
Q6:
A6:
Why is Lexus notifying me now if Lexus is not ready to implement the repair for this Customer Support Program?
In the interests of customer satisfaction, Lexus is notifying customers about this condition and that Lexus is working on a repair. If the
condition does occur or currently exists with your covered vehicle, a repair will be provided at no cost to you in accordance with the
terms of the Customer Support Program once preparations for the repair are completed for this Customer Support Program. There
is no need to contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this program are
complete.
When does Lexus anticipate the repair will be ready?
Lexus is currently working on the repair procedures and necessary materials to complete the repair for the affected vehicles and we
anticipate that this may take several months. Once those preparations are complete, any vehicle exhibiting the condition will be
eligible to receive a repair under the terms of this Customer Support Program.
At that time, Lexus will begin notifying customers that repairs are ready to be performed under this program through a second letter.
Letters will be sent over several months. At that point, if the owner experiences or has experienced the condition, they should contact
their local authorized Lexus dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed
FREE OF CHARGE in accordance with the terms of this Customer Support Program.
Q7:
A7:
Q8:
A8:
Q9:
A9:
Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any authorized Lexus dealer for
diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of
pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify
for reimbursement. Lexus will not reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
What should I do if the factory-applied Blizzard Pearl paint is currently peeling from this condition?
Lexus is currently working on the repair for this condition under this program. Lexus recommends that you wait until the repair has
been launched because dealers are not yet ready to perform the repair. We will begin sending the second owner notification letter
as soon as the repair for this Customer Support Program is ready.
FAQ Page 2 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Q10:
A10:
What is involved in the repair?
Lexus is still developing the repair and the specific details of the repair covered under this program have not been finalized yet.
However, the repair will be limited to repainting the specific area of the vehicle’s exterior affected by the condition.
Please note, as the program is still under development, the above details are still subject to change.
When Lexus launches the repair for this Customer Support Program, the specific details of the repair covered under this program
will be provided.
Q11:
A11:
Q12:
A12:
Q13:
A13:
How does Lexus obtain my mailing information?
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.
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Lexus Guest Experience Center at 1-800-255-4987 Monday
through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels is covered by this
program.
Q13a:
A13a:
Is the factory-applied paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factoryapplied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this
program. Plastic body panels are not covered by this program because plastic body panels do not have the base metal
electrodeposition layer that is affected by this condition.
FAQ Page 3 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl Paint)
[VIN]
PL
E
Dear Lexus Owner:
At Lexus, we provide vehicles of outstanding quality and value. As part of our continuing efforts to ensure customer satisfaction, Lexus would
like to notify you of a voluntary Customer Support Program that has been initiated for your vehicle.
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint color. These reports
indicate that vehicles with this specific paint color, applied during the vehicle manufacturing process, may experience paint peeling on exterior
metal body panels.
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl paint. The covered condition
may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal
electrodeposition layer causing the paint to peel from the metal body panel.
What should you do?
At this time, Lexus is working on a repair for this Customer Support Program. However, we want you to know that your vehicle is included in
this program and that the repair under this program is forthcoming. Reimbursement may also be available if you have previously paid for
repairs involving this condition prior to September 26, 2019.
SA
M
We will send you another owner notification letter once the repair under this Customer Support Program is available for your vehicle. If you
have not experienced the condition described, there is no action necessary at this time. Please retain a copy of this letter for future reference.
What if you have other questions?
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-800-255-3987)
- Monday through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
If you would like to update your vehicle ownership or contact information, please visit www.lexus.com/drivers .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?
Please note: Once the repair is finalized and available, an authorized Lexus dealer inspection is required under this Customer Support
Program. The authorized Lexus dealer will confirm the condition and affected areas for coverage under the program.
PL
E
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to September 26, 2019, please
mail a copy of your repair details (for example: a repair order), proof-of-payment, and ownership information to the following address for
reimbursement consideration:
Note that the expense must have been incurred prior to September 26, 2019. Lexus does not reimburse for expenses incurred after
September 26, 2019.
Lexus
A Division of Toyota Motor North America, Inc.
PO Box 259001 – SSC/CSP
Mail Drop E3-2D
Plano, TX 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
M
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition
may have caused you.
Thank you for driving a Lexus.
Sincerely,
SA
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
Is this a recall?
Q2:
Why is Lexus notifying me now if Lexus is not ready to implement the repair for this Customer Support Program?
Q3:
When does Lexus anticipate the repair will be ready?
A2:
A3:
No. This is not a recall. At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to help ensure customer satisfaction, Lexus is advising you of this Customer Support Program.
In the interests of customer satisfaction, Lexus is notifying you about this condition and that Lexus is working on a repair. If the
condition does occur or currently exists with your covered vehicle, a repair will be provided at no cost to you in accordance with the
terms of the Customer Support Program once preparations for the repair are completed for this Customer Support Program. There
is no need to contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this program are
complete.
PL
E
A1:
Lexus is currently working on the repair procedures and necessary materials to complete the repair for the affected vehicles and we
anticipate that this may take several months. Once those preparations are complete, any vehicle exhibiting the condition will be
eligible to receive a repair under the terms of this Customer Support Program.
At that time, Lexus will begin notifying customers that repairs are ready to be performed under this program through a second letter.
Letters will be sent over several months. At that point, if you experience or have experienced the condition, you should contact your
local authorized Lexus dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE
OF CHARGE in accordance with the terms of this Customer Support Program.
Q4:
Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to receive a repair?
Q5:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Q6:
What should I do if the factory-applied Blizzard Pearl paint is currently peeling from this condition?
Q7:
What is involved in the repair?
A5:
A6:
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of
pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify
for reimbursement. Lexus will not reimburse for out of pocket costs incurred after September 26, 2019.
Lexus is currently working on the repair for this condition under this program. Lexus recommends that you wait until the repair has
been launched because dealers are not yet ready to perform the repair. We will begin sending the second owner notification letter
as soon as the repair for this Customer Support Program is ready.
Lexus is still developing the repair and the specific details of the repair covered under this program have not been finalized yet.
However, the repair will be limited to repainting the specific area of the vehicle’s exterior affected by the condition.
SA
A7:
No. As soon as the repair under this this Customer Support Program begins, you should visit any authorized Lexus dealer for
diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.
M
A4:
Please note, as the program is still under development, the above details are still subject to change.
When Lexus launches the repair for this Customer Support Program, the specific details of the repair covered under this program
will be provided.
Q8:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Q9:
Which factory-applied paints are covered by this Customer Support Program?
A8:
A9:
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms
specified in the notification letter.
The factory-applied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this
program.
Q9a:
A9a:
Is the factory-applied paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only the factoryapplied Blizzard Pearl (Lexus paint code 070) paint on the vehicle’s exterior metal body panels are covered by this
program. Plastic body panels are not covered by this program because plastic body panels do not have the base metal
electrodeposition layer that is affected by this condition.
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TSB/Document ID: ZLL_Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2019-08-09
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE:BODY
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