NHTSA ID Number: 10172833
Manufacturer Communication Number: ZLL_Dealer_Lette
TSB/Document Date: 2020-03-30
Summary
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. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
December 17, 2019
TOPIC
This document has been updated to clarify that only authorized Lexus dealerships are authorized to confirm
if the paint peeling condition is covered by this program. However, after confirming that the paint peeling
condition is covered by this program, the authorized Lexus dealership may choose to coordinate to have
the repainting repair performed by a non-Lexus repair facility (e.g. third-party collision repair facility, body
shop, etc).
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.
© 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
Original Publication Date: December 4, 2019
To:
All Lexus Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZLL
Phase 2 – Customer Renotification and Repair Phase
Repair is Now Available
Certain 2008 – 2009 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.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
© 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 Coverage 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 specific panel affected will
be repainted.
•
•
The Primary Coverage will be offered until March 2, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use, regardless of
mileage.
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair facility from performing the
paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
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.
*Only authorized Lexus dealerships are authorized to confirm if the paint peeling condition is covered by this program. However, after
confirming that the paint peeling condition is covered by this program, the authorized Lexus dealership may choose to coordinate to have
the repainting repair performed by a non-Lexus repair facility (e.g. third-party collision repair facility, body shop, etc.).
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.
Program Phase Schedule
In early August 2019, Lexus announced the “Customer Notification Phase” of this program. Lexus is now launching the repair portion of this
program.
Phase 1 – Customer Notification
In the interest of customer satisfaction, Lexus first notified owners via first class mail between late August 2019 and mid-September
2019 about this program, provided a process for reimbursing out of pocket expenses associated with this condition incurred prior
to September 26, 2019, and informed owners that Lexus is working on the repair for their vehicle.
Phase 2 – Repair Available and Customer Re-notification
In early August 2019, Lexus announced the “Customer Notification Phase” of this program. Lexus is now launching the repair
portion of this program.
Owner Letter Mailing Date
In the interest of customer satisfaction, Lexus first notified owners via first class mail between late August 2019 and mid-September 2019
about this program, provided a process for reimbursing out of pocket expenses associated with this condition incurred prior to September
26, 2019, and informed owners that Lexus is working on the repair for their vehicle.
Lexus will now re-notify owners by first class mail regarding the availability of the repair phase starting in December 2019.
© 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, 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, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Lexus Warranty Policy 5.22, “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.
Parts Ordering Process
The repair for this customer support program involves re-painting the area of the vehicle exterior affected by the condition and; therefore,
may involve replacing non-reusable parts such as emblems, clips/retainers, windshield glass adhesive, etc.
Any parts replaced under this program must be*:
1. Lexus Genuine Parts.
2. Must be included in the parts section of the warranty claim.
*This does not apply to refinishing products and surface preparation products such as paints, primers, sand paper, metal conditioner, etc..
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore, dealers SHOULD NOT
increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition only. DO NOT
ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis and
order the applicable parts.
It is possible that some of the parts necessary for performing this campaign are either required to be ordered in Campaign Part Order Request
(CPOR) on Service Lane or have been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check
the CPOR/MAC report on Dealer Daily for the most up-to-date parts ordering information.
© 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 |4
Technician Training Requirements
These technician training requirements only apply to the Lexus dealership technician performing the procedure in the Technical Instructions
(i.e., they do not apply to the body shop technician refinishing the vehicle). The repair quality of covered vehicles is extremely important to
Lexus. All dealership technicians performing the procedure in the Technical Instructions are required to successfully complete the most
current version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that the Technical Instructions are
performed correctly; technicians performing the Technical Instructions are required to currently hold at least one of the following certification
levels:
•
•
•
•
Certified Technician any Specialty
Senior Technician any Specialty
Master Technician
Diagnostic Specialist
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 the Technical Instructions at all times.
Remedy Procedures
Refer to the Technical Instructions on TIS for complete remedy procedure instructions including:
1. Verifying if the paint condition is covered by this Customer Support Program
2. Ensuring there is no damage that requires repair prior to performing the Customer Support Program repair
3. Uploading mandatory photographs to the web application
4. Confirming that the preliminary estimate from the body shop has been accepted by Lexus
5. Coordinating repair of the vehicle at a body shop
6. Ensuring the body shop is provided with, and follows, the Customer Support Program ZLL Paint Repair Process
Non-Lexus Certified Repair Facility
After your dealership has confirmed that the condition is covered by this program and completed the website process, your dealership may
sublet the repainting repair to a non-Lexus certified repair facility (third-party collision repair facility, body shop, etc.). A Lexus certified
collision center is not required to perform the repainting repair.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until appropriate disposition is
determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether
to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as
well as other purposes.
To help minimize dealer storage challenges, Lexus recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid
by Lexus.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 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 |5
Warranty Reimbursement Procedures
Verify Vehicle Eligibility
Check TIS Vehicle
Did Inquiry System
to verify vehicle eligibility
No further action required
Not Covered
Covered
Confirm that paint condition is
covered.
Follow the inspection procedure
in L-SB-0046-19.
Confirm if any vehicle
damage may prevent
paint repairs
Not Covered
Damage
Inform customer that body shop may
not be able to perform the CSP until
the damage is repaired at the
Customer’s expense
No damage
Upload photos of peeling
panel(s) to website.
Obtain preliminary estimate
from body shop.
Additional panels found
peeling during repair?
Remember to share the Customer
Support Program ZLL Paint Repair
Process to the body shop
Input estimate details
(labor hours, etc..)
into the website for approval
Not approved
(rejected)
Follow the tips in the website for
getting the estimate approved
Approved
Ensure Customer Support
Program ZLL Paint Repair
Process has been shared to
body shop
Repair vehicle.
Vehicle is authorized to receive repair
under ZLL (warranty authorization code
is issued by website).
Return vehicle to customer.
Op Code
ZLL001
Description
Repaint the affected panel(s)
Flat Rate Hours
0.3
Note that a warranty authorization code must be issued by the website prior to authorizing any repairs. Include the code in the CCR.
•
The flat rate time includes 0.3 hours for administration cost per unit for the dealership which includes the administrative time to upload
photos and body shop estimate details to the website.
Sublet:
• The total cost of the final invoice from the body shop should be included in the sublet section as sublet type “PT”. A copy of the invoice is
required to be attached.
• DO NOT include the actual cost of parts in the sublet section. The actual cost of parts should be subtracted from the sublet bill if they are
included in the body shop’s final invoice. Parts should ONLY be claimed in the parts section.
• In the very rare case that your dealership was required to use damp cloth confirmation described in L-SB-0046-19, claim the cost under
sublet type “ZZ” using the following formula: 0.3 hours x Dealer Hourly Warranty Labor Rate x the number of panels where the condition
was confirmed using the damp cloth confirmation procedure. Photos must be attached to the claim showing that the condition exists after
the damp cloth confirmation.
© 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 |6
Loaner Vehicle Reimbursement Procedure
The cost of providing a loaner vehicle for the period that the vehicle is undergoing repairs may be claimed at a maximum rate of $45.00 per
day as sublet type “RT”. The maximum allowable claimable days should follow the table below.
Total “Body” + “Paint” Labor Hours from Body Shop
Invoice
0-3
4-8
9-16
17-24
25-32
33-40
41-48
49-56
57-64
65-72
73-80
81-88
89-96
97-104
105-112
113-120
•
•
Maximum Claimable Loaner Vehicle Days
0
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
For rentals that exceed the maximum number of allowable days and/or dollars per day, DSPM authorization is required.
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
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 2 – Customer Renotification and Repair Phase
Repair is Now Available
Certain 2008 – 2009 Model Year GX 470 Vehicles Painted with Blizzard Pearl (070) Paint Color
Coverage for Peeling of Factory-Applied Paint
Frequently Asked Questions
Original Publication Date: December 4, 2019
◄ IMPORTANT UPDATE ►
DATE
December 17, 2019
TOPIC
This document has been updated to clarify that only authorized Lexus dealerships are authorized to
confirm if the paint peeling condition is covered by this program. However, after confirming that the paint
peeling condition is covered by this program, the authorized Lexus dealership may choose to coordinate
to have the repainting repair performed by a non-Lexus repair facility (e.g. third-party collision repair
facility, body shop, etc).
The most recent update will be highlighted with a red box.
Q1:
A1:
What is the condition?
Lexus has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl paint colors. 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:
Q3:
A3:
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 going to do?
In early August 2019, Lexus announced the “Customer Notification Phase” of this program. Lexus is now launching the repair
portion of this program.
How will owners be re-notified that the repair is available for their vehicle?
In the interest of customer satisfaction, Lexus first notified owners via first class mail between late August 2019 and mid-September
2019 about this program, provided a process for reimbursing out of pocket expenses associated with this condition incurred prior
to September 26, 2019, and informed owners that Lexus is working on the repair for their vehicle.
Lexus will now re-notify owners by first class mail regarding the availability of the repair phase starting in December 2019.
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 5,770 2008 – 2009 GX 470 vehicles covered by this Customer Support Program.
Model Name
GX 470
Q4a:
A4a:
Model Year
2008 – 2009
Production Period
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.
FAQ Page 1 of 3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Q5:
A5:
What are the coverage 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 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 specific panel
affected will be repainted.
•
•
The Primary Coverage will be offered until March 2, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use, regardless
of mileage.
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TSB/Document ID: ZLL_Dealer_Lette
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