◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
November 8,
2019
May 8, 2019
January 25, 2018
November 1, 2017

TOPIC
Customer Support Program ZLI Expired October 31, 2019.
The interim repair Op Codes have been removed as Toyota now has sufficient inventory of repair
kit part number 04007-52147.
The claim filing details have been updated to clarify remedy OP Codes and Interim Op Codes for
vehicles that are currently exhibiting the condition vs. vehicles that have exhibited the condition in the
past.
The coverage parameter details have been updated to clarify coverage for vehicles that have
exhibited the condition in the past.

The most recent update in the attached Dealer Letter will be highlighted with a red box
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.

All Dealer Principals, General Managers, Service Managers, and Parts Managers

Subject:

Customer Support Program ZLI
Certain 2011 – 2013 Model Year CT 200h and 2010 – 2012 HS 250h Vehicles
Coverage for Halogen Low Beam Headlamp Bulbs

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01

To:

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October 31, 2017

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In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to
provide coverage for Halogen Low Beam Headlamp Bulbs on certain 2011 – 2013 CT 200h and 2010 – 2012 HS
250h vehicles.

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Background
Lexus has received a number of reports regarding the halogen head lamps on certain 2011 – 2013 CT 200h and 2010 –
2012 HS 250h vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam headlamp bulb
lifetime is shorter than expected.

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Although the Halogen Low Beam Headlamp Bulbs are covered by Lexus’ New Vehicle Limited Warranty for 4 years or
50,000 miles (whichever occurs first), we at Lexus care about the customers’ ownership experience. Lexus is providing
coverage related to the halogen head lamp bulbs due to these circumstances.

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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.

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Customer Support Program Details
This Customer Support Program provides coverage as it applies the halogen headlamp bulbs. The specific condition
covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the condition is
verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low beam headlamp bulbs
under the terms of this Customer Support Program.

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NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the
condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a
headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating
that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation
details.

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• This coverage will be offered until October 31, 2019, 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 Manual Supplement/Warranty & Services Guide
Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.

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Owner Letter Mailing Date
Lexus will begin to notify owners in early November 2017 and will be mailed over several months. A sample of the owner
notification letter has been included for your reference.

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Remedy Procedures
Technical instructions for this Customer Support program can be found in L-SB-0168-17 (CT 200h) and L-SB-0171-17
(HS 250h).

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NOTE: Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had
a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that
the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details.

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Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check the
Lexus Special Activities MAC/DOS report on Dealer Daily or the Lexus Customer Services website for the most up-todate parts ordering information.
As this is a customer support program, most customers will only request reimbursement from TMNA for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order parts for

vehicles experiencing this condition or for customers who have had a headlamp bulb replaced previously. DO NOT
ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct

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appropriate diagnosis and order the applicable parts.

Technician Training Requirements

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Refer to Warranty Policy Bulletin POL17-02 for additional parts ordering information.

•
•

Certified Technician with L623
Senior Technician

Master Technician

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•

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The repair quality of covered vehicles is extremely important to Toyota. 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 Diagnostic Specialist with L623

•

Senior Diagnostic Specialist

•

Master Diagnostic Specialist

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•

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

Warranty Reimbursement Procedure
Refer to the Warranty Policy Bulletin (Bulletin No. POL17-02) for warranty claim processing instructions. All parts

replaced for this repair are subject to warranty part recovery.

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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 opcode or a claim has been filed for an incorrect VIN, refer to Warranty
Procedure Bulletin PRO17-03 to correct the claim.

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Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter, and are also included in this document for
your reference.

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NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer
reimbursement AND are also eligible for the repair.

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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not provide this
number to customers. Please provide this contact only to media.

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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.

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Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1800-255-3987) - Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 6:00 pm Central Time.

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Thank you for your cooperation.

Lexus, a Division of Toyota Motor North America

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Attachments

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Cc:

Assistant Area General Managers
Customer Satisfaction Managers
Customer Services Field Managers
Customer Services Operations Managers
District Service and Parts Managers
Field Technical Specialists
Field Product Engineers
Pre-Owned Managers
Vehicle Field Sales Managers

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Customer Support Program ZLI
Certain 2011 – 2013 Model Year CT 200h and 2010 – 2012 HS 250h Vehicles
Coverage for Halogen Low Beam Headlamp Bulbs
Frequently Asked Questions
Published October 31, 2017

November 1, 2017

TOPIC

The coverage parameter details have been updated to clarify coverage for vehicles that have
exhibited the condition in the past.

A1:

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The most recent update will be highlighted with a red box.

Q1:

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DATE

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◄ IMPORTANT UPDATE ►

What is the condition?

Lexus has received a number of reports regarding the halogen head lamps on certain 2011 – 2013 model year
CT 200h and 2010 – 2012 model year HS 250h vehicles. In these reports, customers have indicated that their
vehicle’s halogen low beam headlamp bulb lifetime is shorter than expected.

What is Lexus going to do?

Although the Halogen Low Beam Headlamp Bulbs are covered by Lexus’ New Vehicle Limited Warranty for 4
years or 50,000 miles (whichever occurs first), we at Lexus care about the customers’ ownership experience. Lexus
is providing coverage related to the halogen head lamp bulbs due to these circumstances.

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Q2:
A2:

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Lexus will send (in phases consistent with parts availability and repair capacity) an owner notification by first class mail
starting in November, 2017, advising owners of this Customer Support Program.
If the owner experiences the condition described above, he/she should contact a local authorized Lexus dealership for
diagnosis. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace the halogen
low beam headlamp bulbs with new ones at NO CHARGE to the customer.

ZL

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NOTE:
Right and left side bulbs and harnesses will be installed even if only one side is exhibiting the condition.
Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has hada
headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation
indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for
documentation details.

Q3:

Which and how many vehicles are covered by this Customer Support Program?

A3:

There are approximately 71,000 vehicles covered by this Customer Support Program. Approximately 160 vehicles
involved in this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
CT 200h
2011 - 2013
End-August, 2010 – Mid-December, 2013
Page 1 of 3
© 2017 Lexus, A Division of Toyota Motor North America

HS 250h
A3a:

End-January, 2009 - Early-January, 2012

Are there any other Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
Yes, the Toyota Prius (MY2010-2011) vehicle is covered by this Customer Support Program.

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Q3a:

2010 – 2012

What are the details of this coverage?

A4:

This Customer Support Program provides coverage as it applies to the halogen low beam headlamp bulbs. The