Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 17, 2019
To:

All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators

CUSTOMER SUPPORT PROGRAM 19LE05
Multiple Models and Model Years
Coverage for Safety Connect System – Vehicle Location Inaccurate
Model / Years
2011 – 2017 Model Year CT 200h
2013 – 2017 Model Year ES 300h
2010 – 2017 Model Year ES 350
2016 – 2017 Model Year GS F
2016 – 2017 Model Year GS 200T
2011 – 2017 Model Year GS 350
2013 – 2017 Model Year GS 450h
2010 – 2018 Model Year GX 460
2013 – 2014 Model Year IS F
2016 – 2017 Model Year IS 200T
2010 – 2015 Model Year IS 250
2013 – 2015 Model Year IS 250C
2016 – 2017 Model Year IS 300
2013 – 2017 Model Year IS 350
2013 – 2015 Model Year IS 350C
2013 – 2017 Model Year LS 460
2013 – 2016 Model Year LS 600h
2010 – 2017 Model Year LX 570
2015 – 2017 Model Year NX 200T
2015 – 2017 Model Year NX 300h
2015 - 2017 Model Year RC F
2016 – 2017 Model Year RC 200T
2016 – 2017 Model Year RC 300
2015 – 2017 Model Year RC 350
2010 – 2017 Model Year RX 350
2010 – 2017 Model Year RX 450h

Production Period
Early March 2011 – Early April 2017
Early February 2012 – Late August 2017
Late October 2009 – Early September 2017
Mid-July 2015 – Early August 2017
Early July 2015 – Late August 2017
Early October 2010 – Early September 2017
Early January 2013 – Late August 2017
Early January 2010 – Early August 2018
Early September 2012 – Late July 2014
Early April 2015 – Early October 2017
Early April 2010 – Early August 2015
Late July 2012 – Early August 2015
Early April 2015 – Early October 2017
Late August 2012 – Late September 2017
Late August 2012 – Early August 2015
Late May 2012 – Mid-August 2017
Early June 2012 – Early August 2016
Late June 2010 – Early August 2017
Mid-February 2014 – Early September 2017
Late February 2014 – Late August 2017
Early June 2014 – Early November 2017
Mid-June 2015 – Late November 2017
Early June 2015 – Mid-November 2017
Mid-April 2014 – Late November 2017
Late August 2009 – Mid-December 2017
Early November 2009 – Mid-December 2017

Approximate Total Vehicles
57,590
52,640
232,050
1,170
1,480
65,440
390
97,990
210
37,700
88,980
5,100
14,280
24,540
2,120
27,100
220
16,810
111,690
5,850
3,390
4,650
2,390
16,740
389,010
32,560

In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for Safety Connect System – Vehicle Location Inaccurate.
Background
The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the location of the vehicle using the
Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the DCM software,
after November 2nd, 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect
vehicle coordinates if one of the system’s features is activated.
Note: Lexus has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect
system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Lexus recommends that customers
have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after
10/1/2017 were included in Limited Service Campaign LSC KLG. Vehicles that did not have an active Safety Connect subscription on or
after 10/1/2017 but are affected by this condition are included in this Customer Support Program (19LE05).
© 2019 Lexus, A Division of Toyota Motor Sales, USA

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The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to incorrectly calculated GPS coordinates due to the Data
Communication Module being programmed incorrectly.
•

This coverage will be offered until December 1, 2022 regardless of mileage.

This coverage is for work performed at an authorized Lexus dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.

This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer does not have a Safety
Connect subscription, this condition does not affect any functions of the customer’s vehicle.
Covered Vehicles
There are approximately 1,292,150 vehicles covered by this Customer Support Program. There were no vehicles distributed to Puerto Rico
affected by this Customer Support Program.

Customer Handling, Parts Ordering, and Remedy 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 (1-800-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to Lexus Warranty Policy 5.21, “Warranty Solicitation.”
Non-compliance of this policy may result in a claim debit.
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.
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” and course
HL511A. 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

Always check which technicians can perform the repair by logging on to https://LCTPReports.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.

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

© 2019 Lexus, A Division of Toyota Motor Sales, USA

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Campaign Special Service Tools
These tools have been provided to the dealership at the launch of LSC K0P, they
are necessary when performing the recalibration. *
CABLE No.2

CABLE No.1

* DO NOT use these tools except for this campaign.
Remedy Procedures
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.

Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty
claim.
Op Code
AHH006
AHH007
AHH008
AHH009

Description
Confirm Calibration ID, No Update Needed
Confirm Calibration ID and Recalibrate DCM Type 13/14
Confirm Calibration ID and Recalibrate DCM Type 12
Confirm Calibration ID, Partial Passenger Seat Removal and Recalibrate DCM Type 12

© 2019 Lexus, A Division of Toyota Motor Sales, USA

Flat Rate Hours
0.3
2.0
2.3
2.5

C u s t o m e r S u p p o r t P r o g r a m 1 9 L E 0 5 - D - P a g e |4

Model
CT200H
ES300H
ES350
GS F
GS200T
GS350
GS450H
GX460
IS F
IS200T
IS250
IS250C
IS300
IS350
IS350C
LS460
LS600H
LX570
NX200T
NX300H
RC F
RC200T
RC300
RC350
RX350
RX450H

Model Year
2011-2017
2014-2017
2013-2015
2015-2017
2010-2015
2015-2017
2016-2017
2016-2017
2011-2014
2015-2017
2013-2014
2015-2017
2010-2015
2014-2018
2013-2014
2016-2017
2010-2014
2014-2015
2013-2015
2016-2017
2013-2014
2014-2017
2013-2015
2013-2014
2015-2017
2013-2014
2015-2016
2010-2015
2016-2017
2015
2015-2017
2015-2017
2015
2015-2017
2016-2017
2016-2017
2015-2017
2010-2015
2016-2017
2010-2015
2016-2017

DCM Type
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14

Partial Passenger Seat Removal required
Yes
Not Required
Yes
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Yes
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required

Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information is used by Lexus for
various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified that a claim has been filed using an
incorrect Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.

© 2019 Lexus, A Division of Toyota Motor Sales, USA