Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 25, 2020
To:

All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators

SPECIAL SERVICE CAMPAIGN 20LC02 (Remedy Notice)
Certain 2016 - 2018 Model Year RX 350 and RX 450h
Front Inside Door Handle May Become Inoperative
Model / Years
2016 - 2018 RX 350
2016 – 2018 RX 450h

Production Period
Late April 2015 – Early September 2018
Late April 2015 – Early September 2018

Approximate Total Vehicles
258,900
27,800

Condition
There is a possibility that the front inside door handles may break where the latch release cable is attached if the handle is repeatedly used
with high force. If this occurs, the inside door handle can become inoperative.
Remedy
Any authorized Lexus dealer will replace both front inside door handles FREE OF CHARGE.
Covered Vehicles
There are approximately 286,700 vehicles covered by this Special Service Campaign. Approximately 600 vehicles involved in this Special
Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in late June 2020. A sample of the owner notification letter has been included for your reference.

Lexus makes significant effort to obtain current customer name and address information from each state through industry resources when
mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Special Service Campaign
announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not yet received a notification,
please verify eligibility by confirming through TIS prior to performing repairs. Dealers should perform the repair as outlined in the Technical
Instructions found on TIS.

© 2020 Lexus, A Division of Toyota Motor Sales, USA

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Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Lexus requests that dealers complete this Special Service Campaign on any new or used vehicles currently
in dealer inventory that are covered by this Special Service Campaign prior to customer delivery. However, if the campaign cannot be
completed (for example, due to remedy parts availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the
vehicle is involved in a Special Service Campaign.
Lexus expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information. Dealers are
expected to provide a copy of the completed form, along with the most current FAQ, to the vehicle buyer. Lexus and the dealer may use this
information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to quality_compliance@toyota.com. In the subject line of the email state
“Disclosure Form 20LC02” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in
Dealer Daily. The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
L/Certified Vehicles
L/Certified policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited Service
Campaign. Thus, no affected units are to be designated, sold, or delivered as L/Certified until all applicable Safety Recalls, Special Service
Campaigns, and Limited Service Campaigns have been completed on that vehicle.

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 Special Service
Campaign. 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.
Salvage Title Vehicles
Every attempt should be made to complete an open Special Service Campaign when circumstances permit, unless noted otherwise in the
SSC dealer letter.
For complete details on this policy, refer to Lexus Warranty Policy 4.15, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
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.

© 2020 Lexus, A Division of Toyota Motor Sales, USA

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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 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.
Part Number
04009-68148
04000-0910E
04009-91194

Description
Handle Kit, Door Inside
Panel Kit,Fr Door Armrest Base, UPR RH
Grease (Plus guard SG)

Quantity
1
1
1*

*NOTE: The grease part number used for this repair contains an amount which is usable for completion of up to 30 vehicle repairs. DO
NOT order one piece for every vehicle.
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:
• Certified
• Senior
• Master
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.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle during the
time of appointment.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Lexus. To help ensure that all vehicles have the repair performed correctly,
please designate at least one associate (someone other than the individual who performed the repair) to verify the repair quality of every
vehicle prior to customer delivery.
Parts Recovery Procedures
All parts replaced as part of this Special Service Campaign 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.

© 2020 Lexus, A Division of Toyota Motor Sales, USA

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Warranty Reimbursement Procedures
Warranty Reimbursement Procedure

Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the R.O.
2. Check the TIS Vehicle Inquiry System

Not Covered

No further action required

Covered

Replace the Front Driver’s and
Passenger’s inside door handle

Campaign completed, return
the vehicle to the customer

Op Code
20LC02
•

Description
Replace the front door inside handle – both sides

Flat Rate Hours
0.9

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.

Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. 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.

© 2020 Lexus, A Division of Toyota Motor Sales, USA

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Campaign Designation / Phase Decoder

19TA01
19

T

A

01

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall

01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year

19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...

T = Toyota
L = Lexus

(May use other characters in unique
cases)

(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)

Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to
implement this Special Service Campaign.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.

© 2020 Lexus, A Division of Toyota Motor Sales, USA

SPECIAL SERVICE CAMPAIGN 20LC02 (Remedy Notice)
Certain 2016 - 2018 Model Year RX 350 and RX 450h
Front Inside Door Handle May Become Inoperative
Frequently Asked Questions
Original Publication Date: June 25, 2020

Q1:
A1:

What is the condition?

There is a possibility that the front inside door handles may break where the latch release cable is attached if the handle is repeatedly
used with high force. If this occurs, the inside door handle can become inoperative.

Q1a:

Are there any warnings that this condition exists?

Q1b:

If the front inside door handle(s) become inoperative, how can occupant(s) exit the vehicle?

A1a:

If the condition has occurred on a door handle, occupant(s) may notice that operating the affected inside door handle will
not open the door. Occupants may also notice loss of tension to the affected handle, obvious misalignment of the handle,
and/or a sudden pop noise when the door latch release cable separates from the handle.

A1b:

Q2:

If this condition occurs, the window of the affected door can be rolled down and the door can be opened using the exterior
door handle allowing the occupant(s) to exit the vehicle. Occupants can also exit from an alternative door.

What is Lexus going to do?

A2:

Lexus will send an owner notification by first class mail starting in late June 2020, advising owners to make an appointment with their
authorized Lexus dealer to have both front inside door handles replaced FREE OF CHARGE. This notification will also contain
information related to rear inside door handles covered by Customer Support Program 20LE02.

Q3:

Which and how many vehicles are covered by this Special Service Campaign?

A3:

There are approximately 286,700 vehicles covered by this Special Service Campaign.
Model / Years
2016 - 2018 RX 350
2016 – 2018 RX 450h

Q3a:
A3a:

Q4:
A4: