Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 27, 2019
All Lexus Dealer Principals, General Managers, Service Managers, and Parts Managers

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CUSTOMER SUPPORT PROGRAM ZLJ

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To:

Certain 2006 – 2008 Model Year Lexus IS 250 and IS 350 Vehicles
Certain 2008 Model Year Lexus IS F Vehicles
Coverage for Driver Side Knee Airbag Inflator Connector
Production Period
Late May 2005 – Mid-August 2008
Late May 2005 – Early August 2008
Mid-July 2007 – Early August 2008

Approximate Total Vehicles
131,490
30,800
2,810

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Model / Years
Lexus IS 250, 2006 – 2008
Lexus IS 350, 2006 – 2008
Lexus IS F, 2008

In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for the driver side knee airbag inflator connector on certain 2006 – 2008 model year IS 250 and IS 350 vehicles and on certain 2008
model year IS F vehicles.

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Background
Lexus has received reports regarding an illumination of the SRS warning light in some of the subject vehicles even though the airbags are
functioning. Due to a design issue in a connector, some degradation in its connection can cause the SRS warning light to illuminate constantly
or intermittently in the instrument cluster. This condition does not prevent the vehicle’s airbags or SRS system from deploying.
Note: If this condition is present, DTC B1861 will be present or stored in history.

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Although the driver side knee airbag inflator connector is covered by Lexus’s Restraint System Warranty for 6 years or 70,000 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.

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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

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This Customer Support Program provides coverage for the driver side knee airbag inflator connector. The specific condition covered by
this program is the constant or intermittent illumination of the SRS warning light in the instrument cluster due to the driver side knee airbag
inflator connector developing layers of oxidation between a terminal and its wire core due to insufficient crimping. If the condition is present,
Diagnostic Trouble Code B1861 will be stored in the vehicle’s memory.
If the condition is verified, the driver side knee airbag inflator connector will be replaced with a new one of improved design under the terms
of this Customer Support Program.
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This coverage will be offered until June 12, 2020 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.

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Covered Vehicles
There are approximately 165,100 vehicles covered by this Customer Support Program. Approximately 1,300 vehicles covered by this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in mid-March 2019. A sample of the owner notification letter has been included for your reference.

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

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Customer Handling, Parts Ordering, and Remedy Procedures

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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 at 1-800-255-3987 Monday through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
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.

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Parts Ordering Process
It is possible that parts for this campaign are either required to be ordered in Campaign Part Order Request (CPOR) on TIS 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.

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As this is a Customer Support Program, most customers will only request reimbursement from Lexus 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 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.

Refer to Customer Support Program Bulletin POL19-01 for additional parts ordering information.

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• Senior Technician
• Master Technician

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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”. 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:

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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.

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Remedy Procedures
Technical instructions for this Customer Support Program can be found in L-SB-0007-19.

© 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 J - D - P a g e |3

Warranty Reimbursement Procedures
Reimbursement Procedure
Refer to the Customer Support Program Bulletin (Bulletin No. POL19-01) for 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 Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.

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LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.

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Thank you for your cooperation.

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

CUSTOMER SUPPORT PROGRAM ZLJ

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What is the condition?

Lexus has received reports regarding an illumination of the SRS warning light in some of the subject vehicles even though the airbags
are functioning. Due to a design issue in a connector, some degradation in its connection can cause the SRS warning light to
illuminate constantly or intermittently in the instrument cluster. This condition does not prevent the vehicle’s airbags or SRS system
from deploying.

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Q1:
A1:

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Certain 2006 – 2008 Model Year Lexus IS 250 and IS 350 Vehicles
Certain 2008 Model Year Lexus IS F Vehicles
Coverage for Driver Side Knee Airbag Inflator Connector
Frequently Asked Questions
Original Publication Date: February 27, 2019

Note: If this condition is present, DTC B1861 will be present or stored in history.

Q1a:

Are there any warnings that this condition is present?

If this condition is present, the SRS warning light, shown below will illuminate constantly or intermittently in the instrument
cluster.

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A1a:

Note: the SRS warning light is designed to turn on when the “ENGINE START STOP” switch is turned to IGNITION ON
mode to indicate that a system check is being performed. Under normal operation, it goes off after a few seconds. The
warning light turning off after the check period means the system is operating as designed.** If the SRS warning light
remains illuminated after the few second check period, you may be experiencing the condition. Please contact your local
authorized Lexus dealer for diagnosis and appropriate repair. If the SRS warning light illumination is related to the
condition covered by this Customer Support Program, the driver side knee airbag inflator connector will be replaced with
a new one of improved design under the terms of this Customer Support Program.

SRS Warning Light (Red)

Does this condition impact the performance of my vehicle’s airbags or SRS system?

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Q1b:

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** Please refer to the Owner’s Manual for additional operation details related to this system.

A1b:

This condition does not prevent the vehicle’s airbags or SRS system from deploying. Those systems will deploy as designed
even if the condition is present.

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Note: Its possible for the SRS warning light to be illuminated and DTC B1861 to be stored in the vehicle’s memory for
other conditions unrelated to this Customer Support Program. Please read Q/A 6 for additional information.

What is Lexus going to do?

Lexus will begin to send owner notifications by first class mail starting in mid-March 2019, advising owners of this Customer Support
Program.

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Q2:
A2:

If the owner experiences the condition described above, they should contact their local authorized Lexus dealer for diagnosis. If the
condition is verified, the dealer will replace the driver side knee airbag inflator connector with a new one of improved design FREE
OF CHARGE.

FAQ Page 1 of 2
© 2019 Lexus, A Division of Toyota Motor Sales, USA

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

There are approximately 165,100 vehicles covered by this Customer Support Program.

Q3a:
A3a:
Q4:
A4:

Model Year
2006 – 2008
2006 – 2008
2008

Production Period
Late May 2005 – Mid-August 2008
Late May 2005 – Early August 2008
Mid-July 2007 – Early August 2008

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Model Name
IS 250
IS 350
IS F

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.

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Q3:
A3:

What are the details of this program?

This Customer Support Program provides coverage as it applies to the driver side knee airbag inflator connector.

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This Customer Support Program provides coverage for the driver side knee airbag inflator connector. The specific condition
covered by this program is the constant or intermittent illumination of the SRS warning light in the instrument cluster due to the
driver side knee airbag inflator connector developing layers of oxidation between a terminal and its wire core due to insufficient
crimping. If the condition is present, Diagnostic Trouble Code B1861 will be stored in the vehicle’s memory.

If the condition is verified, the driver side knee airbag inflator connector will be replaced with a new one of improved design under
the terms of this Customer Support Program.
•

This coverage will be offered until June 12, 2020 regardless of mileage.

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