•• PROTECTED 関係者外秘

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE

TOPIC

10/25/2023

Updated Warranty Reimbursement Procedures sec�on to include reimbursement for Lexus Touch
ac�vi�es.

The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this no�fica�on with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your coopera�on.

© 2023 Lexus, A Division of Toyota Motor Sales, USA

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: May 25, 2023
To:

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

LIMITED SERVICE CAMPAIGN 23LD03 Remedy Notice
Certain 2023 Model Year RX 350
Certain 2023 Model Year RX 350H
Certain 2023 Model Year RX500H
DCM Replacement
Model / Years
2023 Model Year RX350
2023 Model Year RX350H
2023 Model Year RX500H

Production Period
Early November 2022 – Late November
2022
Mid November 2022
Early November 2022- Mid November
2022

Approximate Total Vehicles
49
1
10

Condition
The subject vehicles are equipped with a Data Communication Module (DCM) which supports the use of connected service utilities such as
Roadside Assistance, Automatic Collision Notification, and Emergency Assistance (SOS). These connected services are available as a free
trial subscription when the vehicle is purchased. Due to a supplier shipping error, there is a possibility that incorrect, not activated DCMs were
installed in the subject vehicles, which causes connected services to be unavailable.
Remedy
Lexus dealers will replace the DCM with a new one FREE OF CHARGE.

This Limited Service Campaign will be available until March 31, 2033, and is only available at an authorized Lexus dealer.
Covered Vehicles
There are approximately 60 vehicles covered by this Limited Service Campaign. There are no vehicles involved in this Limited Service
Campaign distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in late May 2023. A sample of the owner notification letter has been included for your reference.

Lexus makes significant effort to obtain current guest 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 Limited Service Campaign announcement,
it is the dealership’s responsibility to forward the owner letter to the guest 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.

© 2023 Lexus, A Division of Toyota Motor Sales, USA

L i m i t e d S e r v i c e C a m p a i g n 2 3 L D 0 3 - P a g e |2

Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure guest satisfaction, Lexus requests that dealers complete this Limited Service Campaign on any new or used vehicles currently in
dealer inventory that are covered by this Limited Service Campaign prior to guest 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 guest that the vehicle is involved
in a Limited Service Campaign.
Lexus expects dealers to use the attached Guest 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 guest when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to quality_compliance@Lexus.com. In the subject line of the email state
“Disclosure Form 23LD03” 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.
Lexus Certified Used Vehicle
The LCertified 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 a LCertified 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
Guest Contacts
Guests who receive the owner letter may contact your dealership with questions regarding the letter and/or the Limited 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.
Guests with additional questions or concerns are asked to please contact the Lexus Brand Engagement Center 800-255-3987 - Monday
through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Salvage Title Vehicles
Every attempt should be made to complete an open Limited Service Campaign when circumstances permit, unless noted otherwise in the
LSC dealer letter.
For complete details on this policy, refer to Lexus Warranty Policy 4.17, “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
Joshua Burns (469) 292-6449 in Lexus Corporate Communications. Please do not provide this number to guests. 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.

All Safety Recall, Service Campaign (SSC/LSC) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
Part Number
86741-0E110

Description
Transceiver, Telematics

© 2023 Lexus, A Division of Toyota Motor Sales, USA

Quantity
1

L i m i t e d S e r v i c e C a m p a i g n 2 3 L D 0 3 - P a g e |3

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 have currently completed the following
courses:
• LIC206A – Electrical Repair 1
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.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.

This Limited Service Campaign will be available until March 31, 2033, and is only available at an authorized Lexus dealer.
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 guest delivery.
Parts Recovery Procedures
All parts replaced as part of this Limited 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.

© 2023 Lexus, A Division of Toyota Motor Sales, USA

L i m i t e d S e r v i c e C a m p a i g n 2 3 L D 0 3 - P a g e |4

Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the RO.
2. Check for Campaign eligibility using TIS.

Not
Covered

No further action required.

Covered

Replace the DCM (Telematics, Transceiver)
with a NEW one.

Perform the DCM Activation

Campaign complete.
Return the vehicle to the customer.

Op Code
23LD03R1
•
•

•

Description
Replace DCM + Perform DCM Activation

Flat Rate Hours
1.6

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this Safety Recall. Additionally, a maximum of two days of rental
vehicle expense (at a maximum rate of $55.00 per day) while the vehicle is being remedied under any of the Op Codes listed above, or
the cost of pick-up and redelivery of the customer’s car may be claimed if required and subject to the guidelines published in the Safety
Recall and Special Service Campaign General Procedures document on TIS.

This Limited Service Campaign expires on March 31, 2033.

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

© 2023 Lexus, A Division of Toyota Motor Sales, USA

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Campaign Designation / Phase Decoder

23LD03
23

L

D

03

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 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(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 Limited Service Campaign.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.

© 2023 Lexus, A Division of Toyota Motor Sales, USA

LIMITED SERVICE CAMPAIGN 23LD03 Remedy Notice
Certain 2023 Model Year RX 350
Certain 2023 Model Year RX 350H
Certain 2023 Model Year RX500H
DCM Replacement
Frequently Asked Questions
Original Publication Date: May 25, 2023
Q1:
A1:

Q2:
A2:

What is the condition?

The subject vehicles are equipped with a Data Communication Module (DCM) which supports the use of connected service utilities
such as Roadside Assistance, Automatic Collision Notification, and Emergency Assistance (SOS). These connected services are
available as a free trial subscription when the vehicle is purchased. Due to a supplier shipping error, there is a possibility that incorrect,
not activated DCMs were installed in the subject vehicles, which causes connected services to be unavailable.

What is Lexus going to do?

Lexus dealers will replace the DCM with a new one FREE OF CHARGE.

Q2a:
A2a:
Q3:
A3:

How long will this Limited Service Campaign be available?

This Limited Service Campaign will be offered FREE OF CHARGE until March 31, 2033

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

There are approximately 60 vehicles covered by this Limited Service Campaign.
Model Name
RX350
RX350H
RX500H

Q4:
A4:
Q5:
A5:
Q6:
A6:

Model Year
2023 Model Year
2023 Model Year
2023 Model Year

Production Period
Early November 2022 – Late November 2022
Mid November 2022
Early November 2022- Mid November 2022

How long will the repair take?

The repair takes approximately 2 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the
vehicle available for a longer period of time.

How does Lexus obtain my mailing information?

Lexus uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive registration or title
information, based upon the DMV records. Please make sure your registration or title information is correct.

What if I have additional questions or concerns?

If you have additional questions or concerns, please contact the Lexus Brand Engagement Center at 800-255-3987 Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

© 2023 Lexus, A Division of Toyota Motor Sales, USA

FAQ Page 1 of 1

LEXUS
Certain 2023 Model Year RX 350
Certain 2023 Model Year RX 350H
Certain 2023 Model Year RX500H
DCM Replacement
Limited Service Campaign 23LD03 (Remedy Notice)
[VIN]
Dear Lexus Customer:
At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to provide superior
customer satisfaction, Lexus is announcing a Limited Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current
owner.
What is the condition?
The subject vehicles are equipped with a Data Communication Module (DCM) which supports the use of connected service utilities such as
Roadside Assistance, Automatic Collision Notification, and Emergency Assistance (SOS). These connected services are available as a free
trial subscription when the vehicle is purchased. Due to a supplier shipping error, there is a possibility that incorrect, not activated DCMs
were installed in the subject vehicles, which causes connected services to be unavailable.
What will Lexus do?
Any authorized Lexus dealer will replace the DCM with a new one FREE OF CHARGE.
What should you do?
Before you are inconvenienced by this condition, any authorized Lexus dealer will replace the DCM with a new one FREE OF
CHARGE to you.
Please contact your authorized Lexus dealer to make an appointment to have the DCM replaced. The remedy will require parts
replacement. We recommend you contact your dealer to schedule an appointment in advance to confirm parts availability and
minimize your inconvenience. The remedy will take approximately 2 hours. However, depending on the dealer’s work schedule, it
may be necessary to make your vehicle available for a longer period of time.

This Program will be offered until 03/31/2033, and will only be available at an authorized Lexus dealer.
What if you have other questions?
•
•
•

Your local Lexus dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.Lexus.com/recall.
If you require further assistance, please visit http://Lexus.com/contact for options to contact the Lexus Brand Engagement Center.

If you would like to update your vehicle ownership or contact information, please visit https://drivers.lexus.com/lexusdrivers.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any inconvenience this
condition may have caused you.
Thank you for driving a Lexus.
Sincerely,
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2023 Lexus, A Division of Toyota Motor Sales, USA