◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
12/15/2020
09/23/2020
06/26/2020

TOPIC
Multiple sections updated for inclusion of Phase 2 vehicles.
The Op Codes in the ‘Warranty Reimbursement Procedures’ section have been updated.
The Parts Ordering section has been updated for the ‘Handle Kit, Door Inside LH’ part number.

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.

© 2020 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 2 0 L E 0 2 - D - P a g e |2

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

CUSTOMER SUPPORT PROGRAM 20LE02
Certain 2016 - 2019 Model Year RX 350 and RX 450h
Rear Inside Door Handle May Become Inoperative
Model / Years
2016 - 2018 RX 350
2016 – 2018 RX 450h

Phase 1:
Production Period
Late April 2015 – Early September 2018
Late April 2015 – Early September 2018

Approximate Total Vehicles
258,900
27,800

Model / Years
2019 RX 350
2019 RX 450h

Phase 2:
Production Period
Late August 2018 – Mid-September 2019
Early September 2018 – Late August 2019

Approximate Total Vehicles
72,400
13,200

In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for rear inside door handles on certain 2016 – 2019 model year RX 350 and RX 450h vehicles.
Background
Lexus has received reports regarding rear inside door handles in certain 2016 – 2019 model year RX 350 and RX 450h vehicles. These
reports have indicated there is a possibility that the inside door handles can 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.
Although the rear inside door handles are 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 rear inside door
handle becoming inoperative.
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
This Customer Support Program provides coverage as it applies to rear inside door handles. The specific condition covered by this
program is rear inside door handle(s) becoming inoperative due to fracture at the door latch release cable attachment location. If the
condition is verified, the vehicle will be repaired with new rear inside door handle(s) under the terms of this Customer Support Program.
•

This coverage will be offered for 10 years from the vehicle’s date of first use, regardless of mileage.

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.

Covered Vehicles
There are approximately 372,300 vehicles covered by this Customer Support Program. Approximately 600 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus began notifying Phase 1 owners in late June 2020 and will begin notifying Phase 2 owners in late December 2020. A sample of the
Phase 2 owner notification letter has been included for your reference.
© 2020 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 2 0 L E 0 2 - 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 Brand Engagement Center (1-888-255-3987) Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been branded as salvage, total
loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every attempt should be made to complete an open emission
related CSP when circumstances permit, unless noted otherwise in the CSP dealer letter.
•

This CSP IS NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title are NOT
ELIGIBLE for coverage under this CSP.

For complete details on this policy, refer to Lexus Warranty Policy 4.15, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
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
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.
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.
Part Number
04009-68248
04009-68348
74271-0E070
04009-91194
*NOTE:

Description
Handle Kit, Door Inside RH
Handle Kit, Door Inside LH
Panel, Rear Door Armrest Base, Upper LH/RH
Grease (Plus guard SG)

Quantity
1 *(a)
1 *(b)
1 or 2 *(c)
1 *(d)

(a) This part is only necessary if the condition is confirmed on the right rear inside door handle.
(b) This part is only necessary if the condition is confirmed on the left rear inside door handle.
(c) This part quantity will be determined by the total number of rear inside door handles being replaced.
(d) 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.

© 2020 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 2 0 L E 0 2 - D - P a g e |4

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.

NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in L-SB-0024-20.
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.

Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Op Code

Description

Flat Rate Hours

20LE11

Replace the rear door inside handle both sides

0.6

20LE12
20LE13

Replace the rear door inside handle only right side
Replace the rear door inside handle only left side

0.4
0.4

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.

© 2020 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 2 0 L E 0 2 - D - P a g e |5

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 Customer Support Program.
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

CUSTOMER SUPPORT PROGRAM 20LE02
Certain 2016 - 2019 Model Year RX 350 and RX 450h
Rear Inside Door Handle May Become Inoperative
Frequently Asked Questions
Original Publication Date: June 25, 2020

◄ IMPORTANT UPDATE ►

DATE
12/15/2020

TOPIC
Included vehicles, Q2, and Q3 have been updated for Phase 2 inclusion.

The most recent update will be highlighted with a red box.
Q1:
A1:

What is the condition?

There is a possibility that the rear 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?

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.
NOTE: The rear doors also have a child-protector lock which, when on, will prevent the rear doors from being opened
using the inside door handle.

Q1b:
A1b:

Q2:
A2:

If an inside door handle becomes inoperative due to this condition, how can occupant(s) exit the vehicle?

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?

Lexus began sending an owner notification by first class mail starting in late June 2020 for Phase 1 vehicles, advising owners of this
Customer Support Program. Lexus will begin sending an owner notification by first class mail starting in late December 2020 for
Phase 2 vehicles. This notification will also contain information related to front inside door handles covered by Special Service
Campaign 20LC02.