◄ IMPORTANT UPDATE ►
The attached Technical Instructions have been updated. Refer to the details below.
DATE
February 6, 2020

December 17, 2019

TOPIC
Tips for how to get a preliminary estimate approved by the website have been added to the Technical
Instructions.
• The process for requesting Toyota to review a rejected preliminary estimate has been enhanced.
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 Technical Instructions 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

TECHNICAL INSTRUCTIONS
Customer Support Program ZLL
Phase 2 – Customer Renotification and Repair Phase
Repair is Now Available
Certain 2008 – 2009 GX 460
Vehicles Painted with Blizzard Pearl (070) Paint Color
Coverage for Peeling of Factory-Applied Paint

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.

Customer Support Program ZLL – Technical Instructions
OPERATION FLOW CHART
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
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.

Not approved
(rejected)

Follow the tips in the website for
getting the estimate approved

I.

IDENTIFICATION OF AFFECTED VEHICLES
Check the TIS Vehicle Inquiry System to confirm the VIN is involved in Customer Support Program ZKG.

II.

CONFIRM THAT THE PAINT CONDITION IS COVERED BY THIS CUSTOMER SUPPORT PROGRAM

You must confirm if the paint peeling condition is covered by this Customer Support Program (ZKG).
1.

III.

Use the “Vehicle Inspection” procedure in L-SB-0046-19 to confirm that the paint peeling condition is covered by this Customer
Support Program.
CONFIRM ANY VEHICLE DAMAGE THAT MAY PREVENT PAINT REPAIRS

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.
1.

Confirm if there is any damage. Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.

2. If you believe the vehicle has damage that could prevent paint repair, inform the customer about this possibility prior to sending
the vehicle to the body shop.
3. If the customer agrees to pay for such repair, the body shop must estimate this cost in a separate preliminary estimate. If the repair
is included in the preliminary estimate for the Customer Support Program paint repair, the website will likely reject the estimate.

IV.

UPLOAD PHOTOS OF PEELING PANEL(S) TO WEBSITE

You must upload photos of each metal panel that was confirmed to have paint peeling
covered by this Customer Support Program (ZKG).
1.

Log in to the Website: URL:
https://zkg-zll-inspection.imagespm.info/lexus
If accessing for the first time, use the default credentials below:
User ID: Your dealer code
Password: XXXXX

2. Enter the VIN.
3. Each peeling panel requires photo upload. Peeling covered by this program
is identified using inspection procedure in L-SB-0046-19.
Click on each peeling panel and follow the instructions and examples in the
website for taking photographs.

List of panels.
4. After you’re finished uploading photos,
continue to the “Preliminary Estimate” screen.
Be sure to mark all non-peeling panels as “Not Peeling”.
Preliminary Estimate screen button

V.

OBTAIN PRELIMINARY ESTIMATE FROM BODY SHOP

You must obtain a preliminary estimate from a body shop for repairing the peeling. The labor hours and total cost from the preliminary
estimate will be inputted into the website in later steps. The website will automatically approve (or deny) the count of hours and total cost
based on the panels that were marked as peeling in the earlier steps.
1.

Share Customer Support Program ZLL Paint Repair Process to Body Shop: It is critical to provide the Customer Support
Program ZLL Paint Repair Process document to the body shop so that the body shop can write an accurate preliminary
estimate and help ensure the vehicle is repaired correctly for this program.

2.

Generate a Vehicle Inspection Report PDF from the Website. Use the website to generate a vehicle inspection report and
provide it to the body shop for the purpose of writing a preliminary estimate. Only panels indicated as peeling in this report
are authorized for repair by the body shop. The body shop requires this document to understand which panel are authorized
for repair and which panels are not authorized for repair.

3.

Obtain a preliminary estimate from the body shop. 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 (body shop, collision repair facility, etc.). A Lexus certified collision center is not required to perform the repainting
repair.

VI.

INPUT ESTIMATE DETAILS INTO WEBSITE

The labor hours and total cost from the preliminary estimate must be inputted into the website. The website will automatically approve, or
deny, the count of hours and total cost based on the panels that were marked as peeling in the earlier steps. This step is necessary to ensure
the estimate is not written with excessive count of hours.
1.

Find the “Estimate Totals” section near the bottom of the Preliminary Estimate.

Preliminary Estimate (Example)

Estimate Totals Section (Example)
A
B
C

D
A: Body labor hours.
B: Paint labor hours.
C: Mechanical labor hours.
D: Total cost (dollar amount).
2. Input the follwing information from the preliminary estimate into
the website:
Example of inputting hours
a) Total body labor hours.
b) Total paint labor hours.
c) Total mechanical labor hours*.
d) Total cost (dollar amount).
D
*Note: mechanical labor hours are uncommon and may not necessarily
exist on every preliminary estiamte. In these cases, enter 0 hours or leave
this section blank.
A
e) Upload the PDF copy of the preliminary estimate.
3. Click submit.

B

The website will either approve or reject the inputs based upon the panels that were
marked as peeling. Approval is required before authorizing the repair to proceed.

C

E

After clicking submit, website
will approve or reject.

INPUT ESTIMATE DETAILS INTO WEBSITE (Continued…)
Website Rejection: If the website rejects your inputs, follow the tips issued by the website to assist you with getting the estimate approved.
For your reference, the website’s tips are also listed below. Also, note that the website will provide you with a reason for rejection (see
below example).

Example reason for rejection

1.

Tips for Getting the Preliminary Estimate Approved:
Ensure that you have entered the body and paint hours from the preliminary estimate correctly.

2. Ensure that you have uploaded photos, and marked as peeling, all of the panels that are actually peeling. The maximum allowable
hours are based upon the panels that are marked as peeling. Only peeling panels may be marked as peeling. Do not mark panels
as peeling for any other reason beyond that they are peeling (affected by the condition).
3. Ensure that the preliminary estimate doesn't include repairing (stripping OEM paint from) panels that are not marked as peeling
in the website. Only peeling panels may be repaired and marked as peeling in the website.
•
•
•

Blending" non-affected panels is acceptable.
Repairing" (stripping OEM paint from) non-affected panels is not acceptable.
For example, if only the Left Rear Door is affected and correctly marked as peeling in the website, but the
preliminary estimate also includes "repairing" the Left Front Door and Left Quarter Panel, the website will likely
reject the estimate because the Left Front Door and Left Quarter Panel should not be "repaired". Note that those
panels may be blended.

4. Make sure the body labor time quoted to repair (remove OEM paint) from affected panels does not exceed the maximum times
outlined on page 2 of the Customer Support Program Paint Repair Process.
5. Ensure the preliminary estimate was created with industry standard estimating software. Note that CCC Estimating Solutions is
most compatible. However, other estimating systems will work.
6. Ask the body shop if it's possible to reduce the sum of the body+paint labor by the overage hours shown above. If they are unable
to do so, proceed to "Toyota Internal Review" below.
Request for Toyota Internal Review
If the body shop is unable to reduce the labor hours by the overage stated above, you have the option to request Toyota to
manually review the estimate by clicking below. The Toyota team member will manually review this estimate for any needed
corrections (if necessary) and reply back to you with further instructions for getting the estimate approved.

Click to request Toyota
Internal Review

After the website approves your estimate, proceed to step 3 in the website where you will be prompted to close/lock the
inspection. After you decide to close/lock the inspection, you will be locked-out of modifying anything with your inspection and
the website will issue a warranty authorization code which should be included in the CCR of the warranty claim.

Clicking “yes” and submit will lock inspection.

Warranty authorization code is required before
authorizing repair and needs to be included in
CCR of warranty claim.

VII. ENSURE Customer Support Program ZLL Paint Repair Process HAS BEEN SHARED TO THE BODY SHOP
Before repair begins on the vehicle, it is critical to ensure the Customer Support Program ZLL Paint Repair Process has been shared to
the body shop to ensure the proper repair process is used. This document should have already been shared in step V.

VIII. REPAIR VEHICLE
Send the vehicle to the body shop for repair once you have obtained a warranty authorization code from the website. A warranty
authorization code is required before starting any repairs under this program.
Additional peeling during repair: In the RARE instance that additional panels are found to be peeling while the vehicle is undergoing repair,
you must restart this process beginning with step #1 to ensure that the peeling is covered by this program and that pictures of the newly
peeled panels get uploaded to the website. Follow any special prompts issued by the website.

IX.

POST REPAIR PROCEDURES

Administrative Procedures: For instructions related to warranty claim filing, parts ordering, maximum claimable rental vehicle cost, etc..
refer to the Dealer Letter on TIS.
Comebacks on repaired panels: If a vehicle is exhibiting a paint quality issue (poor adhesion, flaking, clear coat peeling, etc..) on a panel
that was repaired under this program, you should coordinate with the body shop who performed the repair to understand why the panel is
peeling.
Previously non-affected panel now appears to be affected (peeling) after first repair on the other affected panels: If a previously nonaffected (non-peeling) panel is now exhibiting the condition (peeling) and the vehicle has returned to the dealership for repair, this process
should be completely restarted. If the peeling is confirmed to be covered by this program and if the vehicle has not yet expired from the
program, the vehicle is eligible to have the panel repaired. Follow any special prompts the website issues you during the photo upload
process.