NHTSA ID Number: 10187256
Manufacturer Communication Number: 20LE01 - Dealer
TSB/Document Date: 2021-02-16
Summary
DP: There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle. Although the A/C servo motors 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 A/C servo motor(s) that have an internal electrical malfunction which could lead to the symptoms described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Lexus, A Division of Toyota
Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: January 12, 2021
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators
CUSTOMER SUPPORT PROGRAM 20LE01
Multiple Models and Model Years
Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction
Model / Years
2013 – 2017 GS 350
2013 – 2017 GS 450H
2016 – 2017 GS 200T
2016 – 2017 GS F
2014 – 2015 IS 250
2014 – 2017 IS 350
2016 – 2017 IS 200T
2016 – 2017 IS 300
2015 – 2017 RC 350
2015 – 2017 RC F
2016 – 2017 RC 200T
2016 – 2017 RC 300
2016 – 2017 LX 570
Production Period
Mid-July 2011 – Late June 2017
Early October 2011 – Early June 2017
Early July 2015 – Late June 2017
Mid-July 2015 – Late June 2017
Mid-October 2012 – Early August 2015
Mid-October 2012 – Late June 2017
Early April 2015 – Late June 2017
Early April 2015 – Late June 2017
Mid-April 2014 – Late June 2017
Early June 2014 – Late June 2017
Early June 2015 – Late June 2017
Early June 2015 – Late June 2017
Mid-June 2015 – Late June 2017
Approximate Total Vehicles
103,160
1,460
1,870
1,790
86,420
27,690
41,760
19,110
20,980
4,660
5,170
3,130
11,480
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for repairs for air conditioner (A/C) servo motor malfunction.
Background
There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air temperature
coming from the air conditioner (A/C) vents, air not coming out at the selected temperature, and/or air not coming out of the selected A/C
vent of the vehicle.
Although the A/C servo motors 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 A/C servo motor(s) that
have an internal electrical malfunction which could lead to the symptoms described above.
The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the A/C servo motor(s). The specific condition covered by this
program is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to inconsistent air
temperature coming from the air conditioner (A/C) vents, air not coming out at the selected temperature and/or air not coming out of
the selected A/C vent of the vehicles. In addition to internal malfunctions, specific Diagnostic Trouble Codes (DTCs) B1441, B1442,
B1443, B1446, B1447, B1448, B1449, B1453, B1454 and/or B1455 may be stored in the vehicle’s memory to be used as verification. If
the condition is verified, the dealer will reprogram the servo motor(s) and, if necessary, replace any failed servo motor(s) with a new one
FREE OF CHARGE under the terms of this Customer Support Program.
•
•
The Primary Coverage will be offered until January 12, 2022, regardless of year or mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles from the date of first use,
whichever occurs first.
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 328,700 vehicles covered by this Customer Support Program. Approximately 1,400 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners starting in late January 2021 and will be mailed over several months. A sample of the owner notification letter
has been included for your reference.
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 (1-800-255-3987)
- Monday through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
Salvage Title Vehicles
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
Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this
contact only to media.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
Parts Ordering Process
It is possible that parts for this support program 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. Dealers can identify which parts ordering method to use by reviewing the
parts information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code C, order through CPOR.
For MAC code D, refer to the MAC report for further instructions.
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 as per
L-SB-0000-00 for sedans, or L-SB-0000-00 for SUVs, and order the applicable parts identified by following the L-SB.
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 (Any specialty)
Senior
Master
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 this repair at all times.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in L-SB-0000-00 for sedans or L-SB-0000-00 for SUVs.
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.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
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.
GS Warranty Claim Flow Chart
Note* If vehicle is covered under the New Vehicle Limited Warranty please file claim under regular warranty.
Verify Vehicle Eligibility
Check TIS Vehicle Inquiry System to verify vehicle
eligibility
Not Covered
No further action required
No
Complete and file the
“Reprogram, Utility” Op Code:
Covered
Initialize servo motors using Techstream and
capture utility screenshot as per the L-SB.
Are there DTC’s present?
Yes
20L101
Reprogram, Utility
Are DTC’s B1441, B1442, B1443, B1447,
B1454, or B1455 present?
No
Is DTC B1448 present?
Yes
20L112
20L114
20L116
20L118
20L120
20L122
20L124
20L126
20L127
Yes
20L103
20L109
20L110
20L111
GS
0.6
Count the number of DTC’s and file the correct Op
Code from the list:
Reprogram, Utility, R&R HVAC and 1 Servo
Reprogram, Utility, R&R HVAC and 2 Servos
Reprogram, Utility, R&R HVAC and 3 Servos
Reprogram, Utility, R&R HVAC and 4 Servos
Reprogram, Utility, R&R HVAC and 5 Servos
Reprogram, Utility, R&R HVAC and 6 Servos
Reprogram, Utility, R&R HVAC and 7 Servos
Reprogram, Utility, R&R HVAC and 8 Servos
Reprogram, Utility, R&R HVAC and 9 Servos
GS
GS
GS
GS
GS
GS
GS
GS
GS
7.5
7.6
7.7
7.8
7.9
8.0
8.1
8.2
8.3
GS
GS
GS
GS
1.3
1.8
1.9
2.0
GS
GS
GS
1.2
1.3
1.4
Count if additional Driver Servo DTC’s (B1446,
B1449, or B1453) are present and file the correct
Op Code from the list:
Reprogram, Utility, 1 Passenger Servo
Reprogram, Utility, 1 Passenger Servo, 1 Driver Servo
Reprogram, Utility, 1 Passenger Servo, 2 Driver Servos
Reprogram, Utility, 1 Passenger Servo, 3 Driver Servos
No
Count the number of Driver Servo DTC’s and file
the correct Op Code from the list:
20L104
20L106
20L108
Reprogram, Utility, 1 Driver Servo
Reprogram, Utility, 2 Driver Servos
Reprogram, Utility, 3 Driver Servos
Return vehicle to customer.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
IS/RC Warranty Claim Flow Chart
Note* If vehicle is covered under the New Vehicle Limited Warranty please file claim under regular warranty.
Verify Vehicle Eligibility
Check TIS Vehicle Inquiry System to verify vehicle
eligibility
Not Covered
No further action required
No
Complete and file the
“Reprogram, Utility” Op Code:
Covered
Initialize servo motors using Techstream and
capture utility screenshot as per the L-SB.
Are there DTC’s present?
Yes
20L102
Are DTC’s B1441, B1442, B1443, B1454, or
B1455 present?
No
Reprogram, Utility
Yes
20L113
20L115
20L117
20L119
20L121
20L123
20L125
IS / RC
0.6
Count the number of DTC’s and file the correct Op
Code from the list:
Reprogram, Utility, R&R HVAC and 1 Servo
Reprogram, Utility, R&R HVAC and 2 Servos
Reprogram, Utility, R&R HVAC and 3 Servos
Reprogram, Utility, R&R HVAC and 4 Servos
Reprogram, Utility, R&R HVAC and 5 Servos
Reprogram, Utility, R&R HVAC and 6 Servos
Reprogram, Utility, R&R HVAC and 7 Servos
IS / RC
IS / RC
IS / RC
IS / RC
IS / RC
IS / RC
IS / RC
6.4
6.5
6.6
6.7
6.8
6.9
7.0
IS / RC
IS / RC
1.2
1.3
Count the number of Driver Servo DTC’s and file
the correct Op Code from the list:
20L105
20L107
Reprogram, Utility, 1 Driver Servo
Reprogram, Utility, 2 Driver Servos
Return vehicle to customer.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
LX Warranty Claim Flow Chart
Note* If vehicle is covered under the New Vehicle Limited Warranty please file claim under regular warranty.
Front A/C Servo DTC’s: B1441, B1442, B1445, B1448, B1457, B1496, B1443, B1446, B1458
Rear A/C Servo DTC’s: B1447, B1449, B1488
Verify Vehicle Eligibility
Check TIS Vehicle Inquiry System to verify vehicle
eligibility
Not Covered
No further action required
No
Complete and file the
“Reprogram, Utility” Op Code:
Covered
Yes
Is DTC
B1447 present?
Yes
Are DTC’s B1441,
B1442, B1445, B1448,
B1457, or B1486
present?
or
Yes
B1443 or B1446
w/ cool box.
20L153
20L154
20L155
20L158
20L159
20L160
20L163
20L164
20L165
20L168
20L169
20L170
20L173
20L174
20L175
No
Is DTC
B1458 present?
or
Yes
B1443 or B1446
w/o cool box.
No
Select and file the Op Code for correct number of front and rear DTC’s in the table:
Reprogram, Utility, R&R HVAC and 1 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 1 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 1 Front Servo, R&R HVAC and 3 Rear Servos
Reprogram, Utility, R&R HVAC and 2 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 2 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 2 Front Servo, R&R HVAC and 3 Rear Servos
Reprogram, Utility, R&R HVAC and 3 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 3 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 3 Front Servo, R&R HVAC and 3 Rear Servos
Reprogram, Utility, R&R HVAC and 4 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 4 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 4 Front Servo, R&R HVAC and 3 Rear Servos
Reprogram, Utility, R&R HVAC and 5 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 5 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 5 Front Servo, R&R HVAC and 3 Rear Servos
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
LX
8.9
9.0
9.1
9.0
9.1
9.2
9.1
9.2
9.3
9.2
9.3
9.4
9.3
9.4
9.5
Select and file the Op Code for correct number of front and rear DTC’s in the table:
20L143
20L144
20L145
20L148
20L149
20L150
Reprogram, Utility, R&R IP and 1 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R IP and 1 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R IP and 1 Front Servo, R&R HVAC and 3 Rear Servos
Reprogram, Utility, R&R IP and 2 Front Servo, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R IP and 2 Front Servo, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R IP and 2 Front Servo, R&R HVAC and 3 Rear Servos
LX
LX
LX
LX
LX
LX
7.6
7.7
7.8
7.7
7.8
7.9
No
Select and file the Op Code for correct number of rear DTC’s in the table:
Are DTC’s B1449 or
B1488 present?
Yes
Are DTC’s B1441,
B1442, B1445, B1448,
B1457, or B1486
present?
or
B1443 or B1446
w/ cool box.
No
No
20L138
20L139
20L140
Yes
Reprogram, Utility, R&R HVAC and 1 Rear Servo
Reprogram, Utility, R&R HVAC and 2 Rear Servos
Reprogram, Utility, R&R HVAC and 3 Rear Servos
LX
LX
LX
3.1
3.2
3.3
Select and file the Op Code for correct number of front and rear DTC’s in the table:
20L151
20L152
20L156
20L157
20L161
20L162
20L166
20L167
20L171
20L172
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TSB/Document ID: 20LE01 - Dealer
Replacement Service Bulletin Number:
MFR Communication Date: 2021-01-12
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
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