Preparing For the 3LC SSC
OverviewLexus is initiating a Special Service Campaign (SSC). The 3LC SSC is for 2003 GX 470s equipped with Rear Adjustable Height Control. In certain GX 470s equipped with Rear Adjustable Height Control, a pin that attaches the bottom of the air suspension pneumatic cylinder (air suspension) assembly may break. If this occurs, the bottom of the air suspension assembly may slide off the spring base on the rear axle. This SSC provides your dealership with an opportunity to further demonstrate its customer satisfaction philosophy and service convenience to our GX 470 owners, many of whom are repeat Lexus owners. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.
3LC Condition
In certain 2003 model year GX 470 vehicles equipped with Rear Adjustable Height Control, a pin that attaches the bottom of the air suspension pneumatic cylinder (air suspension) assembly may break. If this occurs, the bottom of the air suspension assembly may slide off the spring base on the rear axle.
3LC Repair
The 3LC SSC involves replacing the pin in the rear air suspension assembly with an improved one.
Customer Notification
Notification letters will be sent to the owners of affected vehicles in late March 2003. This letter will advise owners of the need to have the lower air suspension clip kit installed.
SSC and Customer Satisfaction
This Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 3LC SSC in an organized and efficient manner, we can nurture our on-going relationships with these customers and strengthen these associations. Throughout the campaign, we need to let our customers know that we are genuinely interested in resolving the matter in a timely fashion with as little inconvenience to them as possible.
Identifying Affected Vehicles
The 3LC Special Service Campaign only applies to specific 2003 GX 470s within the VIN range shown. Not all vehicles in the VIN range are involved in this SSC. No other vehicles before or after this range are to be repaired under the provisions of this SSC.
The SSC summary report lists vehicles sold by your dealership. From this list, please determine the actual number of customers who should come back to your dealership for this SSC.
Some vehicles subject to this SSC may also be a part of SSC 3LA (Certification Regulation Label) and/or SSC 3LB (Middle Row Seat Lock). Be sure that your service and parts department coordinate and correctly use the customer list so that parts and labels for the required repairs are available to allow all applicable campaigns to be completed in one service visit thereby minimizing customer inconvenience.
Manpower and Facility Requirements
Your dealership must plan carefully to accommodate the additional service volume generated as a result of this SSC.
In reviewing your dealership's manpower and facility requirements for this Special Service Campaign, there are several items you need to consider.
^ Do you need to develop ways to increase your service capacity?
^ Do you need to hire additional support staff for pick-up/delivery, car washes and fuel tank fill-ups?
^ The special Enterprise Rent-A-Car arrangements that started with SSC WL1 are also in effect for SSC 3LC.
You will need to hold a meeting with all dealership associates to discuss:
^ Importance of Lexus customer care for each SSC customer.
^ Various procedures such as phone inquires, pick up and delivery, loaners, etc.
^ Campaign specifics including your dealership's assigned quantity, completion of objectives, and technical details.
We recommend that one person at your dealership be designated as the campaign coordinator.
Your District Operations Manager will meet with you to answer your questions and monitor the progress of this SSC.
Tools and Equipment
In addition to standard tools and the Lexus scan tool the following special service tool (SST) is required.
^ SST # 09730-00010
Technical Training
The back of the handbook contains the repair procedures for this SSC. We suggest that all service department staff who will be directly involved in completing the repair or supporting the SSC should review the repair procedures to prepare for this SSC.
Parts
Your dealership has been sent a quantity of the Lower Air Suspension Clip Kit equal to 100% of the vehicles that Lexus shows your dealership to have retailed. No more Lower Air Suspension Clip Kits are available so please develop procedures to handle them accordingly at your dealership. If your dealership was involved in dealer trades on any vehicle involved in this campaign you must work with the trading dealer to move kits as appropriate.
TDN and DMS Systems
The labor operation code has been transmitted to your dealership. Remember that each dealership using TDN must request and apply it to the dealer system. If your dealership has not received the operation code, call the TDN hotline at (800-421-8154). DMS dealer files are automatically updated and no further action should be required.
Planning Your Communication Strategy
It is important that you develop a strategy to communicate effectively. The Questions and Answers shown are some general statements that can be used when explaining the SSC.
Calls to Your Customers
^ Customers involved in the SSC
=> Although each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the SSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service. Some vehicles subject to this SSC may also be a part of SSC 3LA (Certification Regulation Label) and/or SSC 3LB (Middle Row Seat Lock). Be sure that your service and parts departments coordinate and correctly use the customer list so that parts and labels for the required repairs are available to allow all applicable campaigns to be completed in one service visit thereby minimizing customer inconvenience.
=> Also let them know how valuable a customer they are and that this Special Service Campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.
^ Customers not involved in the SSC
=> Assure any customers with vehicles outside of the involved VIN range that this repair is not needed.
Calls from Your Customers
It is important to institute a system to respond to customers calling for more information regarding the SSC. We recommend designating an individual to answer these inquiries to ensure that callers get accurate, consistent information.
Calls from the Media
We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contact at Lexus is:
Holly Ferris, Lexus Public Relations Manager