Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: December 16, 2021
To:

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

CUSTOMER SUPPORT PROGRAM 21LE03
Certain 2017-2018 Model Year ES 300h
Certain 2017 Model Year NX 300h
Coverage for Brake Booster and Brake Booster Pump Assemblies
Model / Years
2017-2018 Model Year ES 300h
2017 Model Year NX 300h

Production Period
Early August 2016 – Early June 2018
Early September 2016 – Late August 2017

Approximate Total Vehicles
9,600
2,690

In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for Brake Booster and Brake Booster Pump Assemblies on certain 2017-2018 model year ES 300h and certain 2017 model year NX 300h
vehicles.
Background
Although the Brake Booster and Brake Booster Pump Assemblies 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 certain internal malfunctions of the Brake Booster and Brake Booster Pump Assemblies in some of the subject vehicles.
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 Brake Booster and Brake Booster Pump Assemblies on certain 20172018 model year ES 300h and certain 2017 model year NX 300h vehicles. The specific condition covered by this program is related to
certain internal malfunctions of the Brake Booster Assembly. One or more of the following specific Diagnostic Trouble Codes (DTCs)
C1391, C1252, C1256 or C1253 will be stored in the vehicles memory to be used as verification. If the condition is verified, the vehicle
will be repaired with new Brake Booster and Brake Booster Pump Assemblies under the terms of this Customer Support Program.
•
•

The Primary Coverage will be offered until May 31, 2023, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles from the date of first use,
whichever comes 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 12,290 vehicles covered by this Customer Support Program. Approximately 28 vehicles involved in this Customer
Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in mid-December 2021 and will be mailed over several months. A sample of the owner notification letter has
been included for your reference.

© 2021 Lexus, A Division of Toyota Motor Sales, USA, INC.

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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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern 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 emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title ARE 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.
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. 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 and
order the applicable parts.

© 2021 Lexus, A Division of Toyota Motor Sales, USA, INC.

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Model Year / Model

Part Number
Service
Campaign
47050-33240
04009-05533
47070-33020
04008-54833
04001-13478
47050-78020
04001-13578
47050-78060
47070-12020
04006-22212

Description

Brake Booster Kit
Brake Booster Pump Kit
Brake Booster Kit
2017 Model Year NX 300h
Brake Booster Kit
Brake Booster Pump Kit
2017-2018 Model Year ES 300h
Brake Fluid – Use as Needed, Maximum
00475-1BF03-LX
2017 Model Year NX 300h
Quantity Per Vehicle 6
NOTE: Each repair will require a brake booster kit AND a brake booster pump kit. Service Part Number should be used to identify the correct
campaign part number.
2017-2018 Model Year ES 300h

The part number for the remedy part for this campaign should be verified by inputting the vehicle’s VIN into the Electronic Parts Catalog. Use
the service part number referenced in the Electronic Parts Catalogue to identify the correct campaign part number to order the required
remedy part. DO NOT order the service part number, those part numbers WILL NOT be accepted on a claim made under this campaign.
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 recall repair are required to currently have completed all of the
following courses:
• L071 – Hybrid Systems
It is the dealership’s responsibility to select technicians that have completed the above courses to perform this recall 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 the following Technical Service Bulletins.
• 2017-2018 Model Year ES 300h – L-SB-0049-21
• 2017 Model Year NX 300h – L-SB-0048-21
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, Toyota 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 Toyota.
• 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, INC.

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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
BK0014
BK0015

Description
Replace the brake booster assembly and brake booster pump assembly on 2017-2018
Model Year ES 300h vehicles.
Replace the brake booster assembly and brake booster pump assembly on 2017 Model
Year NX 300h vehicles.

Flat Rate Hours
3.5
2.3

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 Toyota 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.

© 2021 Lexus, A Division of Toyota Motor Sales, USA, INC.

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Campaign Designation / Phase Decoder

21LE03
19

T

A

01

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

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

T = Toyota
L = Lexus

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)

01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
(The sequence is unique for each Field
Action category)
(May use other characters in unique
cases)

Examples:
19LA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20LC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21LE05 = 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.

© 2021 Lexus, A Division of Toyota Motor Sales, USA, INC.

CUSTOMER SUPPORT PROGRAM 21LE03
Certain 2017-2018 Model Year ES 300h
Certain 2017 NX 300h
Coverage for Brake Booster and Brake Booster Pump Assemblies
Frequently Asked Questions
Original Publication Date: December 16, 2021
Q1:
A1:

What is the condition?

Lexus has received reports regarding the Brake Booster and Brake Booster Pump Assemblies on certain 2017-2018 model year
ES 300h and certain 2017 model year NX 300h vehicles. In these reports, customers have noted various brake system related
warning lamps are illuminated.

Q1a:
A1a:

Which brake system warning indicator(s) may be related to these conditions?

If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the Brake Booster or Brake
Booster Pump Assemblies that are covered by this Customer Support Program.

Master Warning
Light (Yellow)

Brake System
Warning Light
and Warning
Buzzer (Red)

Brake System
Warning Light
(Red)

ABS Warning Light
(Yellow)

SLIP Indicator
(Yellow)

NOTE: It is possible for the lights above to be illuminated and the condition not be related to this Customer Support
Program.
Q2:

What is Lexus going to do?

A2: Although the Brake Booster and Brake Booster Pump Assemblies are covered by Lexus’ New Vehicle Limited Warranty for
normal warranty coverage period, 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 certain internal malfunctions of the Brake Booster
Assembly. Your dealer can determine if your vehicle is experiencing the condition covered by this Customer Support Program by
confirming the presence of one or more of the following specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or
C1253 that will be stored in the vehicle’s memory. Lexus will send an owner notification by first class mail starting in midDecember 2021, advising owners of this Customer Support Program.

FAQ Page 1 of 3
© 2021 Lexus, A Division of Toyota Motor Sales, USA, INC.

Q3:
A3:

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

There are approximately 12,290 vehicles covered by this Customer Support Program.
Model Name
ES 300h
NX 300h

Q3a:
A3a:

•
•
•
•
•
•
•
•
•
•
•
Q4:
A4:

Model Year
2017-2018
2017

Production Period
Early August 2016 – Early June 2018
Early September 2016 – Late August 2017

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?

No. However, the following vehicles are covered for this condition. Please refer to the ZJB, ZKC, ZLM, ZKK, 20LE03,
20TE07, 21TE01, 21LE01, 21TE03, 21TE04 and 21LE02 Dealer Letters and FAQs for additional information.
Certain 2010-2015 MY Prius and Prius PHV vehicles are covered for this condition under Customer Support Program
ZJB.