◄ IMPORTANT UPDATE ► The attached Dealer Letter has been updated. Refer to the details below. DATE TOPIC 10/02/2019 KLG: Vehicle applicability for remedy in relation to Safety Connect Subscription. 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. © 2019 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: September 12, 2019 To: All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators LIMITED SERVICE CAMPAIGN KLG (Remedy Notice) Multiple Models and Model Years Safety Connect System – Vehicle Location Inaccurate Model / Years Production Period Approximate Total Vehicles 2011 – 2017 Model Year CT 200h Mid-February 2011 – Late March 2017 3,150 2013 – 2017 Model Year ES 300h Late June 2012 – Late August 2017 9,100 2010 – 2017 Model Year ES 350 Late October 2009 – Early September 2017 44,900 2016 – 2017 Model Year GS F Late October 2015 – Late July 2017 600 2016 – 2017 Model Year GS 200T Late October 2015 – Early September 2017 400 2011 – 2017 Model Year GS 350 Early October 2010 – Early September 2017 12,100 2013 – 2017 Model Year GS 450h Late February 2013 – Mid-July 2017 100 2013 – 2018 Model Year GX 460 Late September 2012 – Early August 2018 31,800 2013 – 2014 Model Year IS F Mid-September 2012 - Mid-July 2014 20 2016 – 2017 Model Year IS 200T Early August 2015 – Late September 2017 6,200 2010 – 2015 Model Year IS 250 Late August 2009 – Late July 2015 5,500 2011 – 2015 Model Year IS 250C Late May 2011 – Early August 2015 700 2016 – 2017 Model Year IS 300 Late July 2015 – Early October 2017 5,700 2013 – 2017 Model Year IS 350 Late August 2012 – Early October 2017 4,000 2013 – 2015 Model Year IS 350C Late August 2012 – Late July 2015 400 2011 – 2017 Model Year LS 460 Early July 2011 - Early August 2017 10,300 2013 – 2016 Model Year LS 600h Mid-November 2012 – Late June 2016 60 2013 – 2017 Model Year LX 570 Late January 2013 – Late July 2017 5,350 2015 – 2017 Model Year NX 200T Late October 2014 – Early September 2017 30,100 2015 – 2017 Model Year NX 300h Late October 2014 – Late August 2017 1,900 2015 - 2017 Model Year RC F Mid-September 2014 – Late June 2017 1,200 2016 – 2017 Model Year RC 200T Early October 2015 – Mid-November 2017 1,100 2016 – 2017 Model Year RC 300 Early October 2015 – Early November 2017 1,100 2015 – 2017 Model Year RC 350 Early September 2014 – Late November 2017 5,000 2010 – 2017 Model Year RX 350 Mid-August 2009 – Mid-December 2017 92,300 2010 – 2017 Model Year RX 450h Late September 2009 – Mid-December 2017 10,000 Condition The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the DCM software, after November 2nd, 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if one of the system’s features is activated. Remedy For all involved vehicles, any authorized Lexus dealer will reprogram the Data Communication Module at NO CHARGE to the vehicle owner. Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed. This Limited Service Campaign will be available until December 1, 2022 and is only available at an authorized Lexus dealer. Covered Vehicles There are approximately 283,100 vehicles covered by this Limited Service Campaign. There were no vehicles distributed to Puerto Rico. Note: Only vehicles which currently have or previously had an active Safety Connect subscription on or after 10/1/2017 are involved in this Limited Service Campaign. © 2019 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 K L G - D - P a g e | 2 Owner Letter Mailing Date Lexus will begin to notify owners in Mid-September 2019. A sample of the owner notification letter has been included for your reference. Lexus makes significant effort to obtain current customer 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 customer 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. Dealer Inventory Procedures New and Used Vehicles in Dealership Inventory (In-Stock Vehicles) To ensure customer 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 customer 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 customer that the vehicle is involved in a Limited Service Campaign. Lexus expects dealers to use the attached Customer 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 customer when the remedy becomes available. Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject line of the email state “Disclosure Form KLG” 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 (https://dealerdaily.lexus.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns. L/Certified Vehicles L/Certified 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 L/Certified until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed on that vehicle. © 2019 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 K L G - 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 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. Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time. Safety Connect System Active Subscription Verification Customers who receive the owner letter may contact your dealership to see if their vehicle has an active Safety Connect Subscription. Please use the Telematics tab on Service Lane to verify if the customers vehicle has an active subscription. Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed. 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. © 2019 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 K L G - 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 levels 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. Campaign Special Service Tools These tools have been provided to the dealership, they are necessary when performing the recalibration. * CABLE No.1 CABLE No.2 * DO NOT use these tools except for this campaign.