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 the halogen
low beam headlamp bulbs under the terms of this Customer Support Program.

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01

Q4:

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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 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.

The coverage offers warranty enhancement until October 31, 2019 regardless of mileage.

•

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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.
Which part(s) are covered by this Customer Support Program?

A5:

The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses

Q6:

What should an owner do if experiencing this condition?

A6:

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 at NO CHARGE.

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What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that now exhibited the condition described above or have
previously had a low beam headlamp bulb replaced. If an owner has not experienced the condition, he/she is asked to
apply the notification label to the Owners Warranty Information Booklet for future reference.

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A7:

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Q7:

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Q5:

How long will the repair take?

The repair takes approximately 3 hours. However, depending upon the dealer’s work schedule, it may be necessary to
make the vehicle available for a longer period of time.

ZL

Q8:

A8:

Q9:
A9:

What if I previously paid for repairs related to Customer Support Program?

Reimbursement consideration instructions will be provided in the owner letter.

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.
Page 2 of 3
© 2017 Lexus, A Division of Toyota Motor North America

Q10: 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.

Q11:

What if I have additional questions or concerns?

01

If you have additional questions or concerns, please contact the Lexus Guest Experience Center
(1-800-255-3987) - Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.

ZL

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Page 3 of 3
© 2017 Lexus, A Division of Toyota Motor North America

9

Lexus, a Division of Toyota Motor North America
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

01

CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZLI
[VIN]

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Dear Lexus Owner:

At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to ensure customer satisfaction,
Lexus would like to advise you of a Customer Support Program that has been initiated for your vehicle.

31

Lexus has received a number of reports regarding the halogen headlamps on certain 2011 – 2013 model year CT 200h and certain 2010 – 2012
model year HS 250h vehicles. In these reports, customers have indicated that halogen low beam headlamp bulb lifetime is shorter than expected.
While the majority of vehicles will not experience this condition, we are offering the following Customer Support Program:
Customer Support Program Details

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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.
NOTE:

Peel and Stick Label
onto the Owner’s
Warranty Information
Booklet

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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.

The coverage offers warranty enhancement until October 31, 2019 regardless of mileage.

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•

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Please note that this coverage is for warranty work performed at an authorized Lexus dealer only.
This coverage 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.
*Please see your Lexus dealer for additional details

VIN#

What should you do?

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Please apply the label above to your Owner’s Manual Supplement/Warranty & Services Guide for future reference. If you have not experienced
the condition described above, there is no action necessary at this time.

ZL

If you have experienced this condition, please contact any authorized Lexus dealer and make arrangements for diagnosis and, if applicable, repair.

If you would like to update your vehicle ownership or contact information, please go to http://drivers.lexus.com/lexusdrivers. You will need your
full 17-digit Vehicle Identification Number (VIN) to input the new information.
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 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-of-payment, and ownership
information to the following address for reimbursement consideration:

Lexus Customer Assistance Center
Lexus, a Division of Toyota Motor North America
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.

01

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NOTE: Customers that are eligible for customer reimbursement are also eligible for the repair, even if the vehicle is not
currently exhibiting the condition.

Sincerely,

ZL

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LEXUS, A DIVISION OF TOYOTA MOTOR NORTH AMERICA

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Thank you for driving a Lexus.

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We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any inconvenience this condition
may have caused you.

CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS

,2

ZLI

01

9

Lexus, A Division of Toyota Motor North America
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

Q1:
A1:

Is this a recall?

Q2:
A2:

If my vehicle does not have this condition, do I need to make an appointment with my dealership?

Q3:
A3:

What if I previously paid for repairs related to Customer Support Program?

31

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.

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er

No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the conditions described in
this letter or if you have had a low beam headlamp bulb replaced in the past. If you have not experienced this condition,
please apply the sticker to your Owner’s Manual Supplement/Warranty & Services Guide booklet for future reference.
Reimbursement consideration instructions will be provided in the owner letter.

O

Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition
and terms specified in the notification letter.

What should I do if my vehicle has the condition described?

d

Q5:
A5:

Is the Customer Support Program coverage transferable if I sell my vehicle?

If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis
and, if applicable, repair.

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Q4:
A4:

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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.

Q6:
A6:

How long will the repair take?

Q7:
A7:

Which part(s) are covered by this Customer Support Program?

IE

The repair will take approximately three hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.

ZL

The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses

Q8:
A8:

What if I have additional questions or concerns?

If you have additional questions or concerns, please contact the Lexus Guest Experience Center at 1-800-255-3987,
Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.