Lexus ES300 (2002 year). Service manual — part 437

2002 ES 300 Front Brake Tube (Left Hand)

4

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 1LF SSC in an organized and efficient

manner, we can nurture our relationships 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 1LF Special Service Campaign only applies to 2002 ES 300s

within the VIN range below. No other vehicles before or after this

range are to be repaired under the provisions of this SSC.

VIN

Model

Year

VDS

Range

Production

Period

ES 300

2002

BF30G

20012107 20017606

September

25, 2001

through

October 16,

2001

Not all vehicles in the VIN range area involved in this SSC. As

always consult TDN/TIS to confirm VIN eligibility and to

assure the SSC is applicable. This will verify the vehicle is

affected and has not already been completed by another dealer.

The enclosed 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.

M

anpower and Facility

Requirements

Your dealership must plan carefully to accommodate the

additional service volume generated as a result of this SSC and to

Lexus Special Service Campaign 1LF

5

manage your service appointments to the availability of

replacement parts.

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 1LF. See page 9 for

further details.

You will need to hold a meeting with all dealership associates to

discuss:

Ø Importance of Lexus customer care for each SSC customer.
Ø Various procedures such as phone inquiries, pick up and

delivery, loaners, etc.

Ø Campaign specifics including your dealership s assigned

quantity, completion 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 hand tools and a torque wrench, a union

nut wrench (SST # 09023−00100 or equivalent) is required for this

procedure.

Technical Training

2002 ES 300 Front Brake Tube (Left Hand)

6

The back of this 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

Availability / Ordering

Part Number

Part Description

Qty/Vehicle

47315−33180

No. 5 Brake Line

1

00475−1BF03

Brake Fluid

2 maximum

All dealerships have had a quantity of one brake tube sent to

them. Only a very small number of vehicles should actually

require the brake tube to be replaced. Therefore, Lexus is

strongly requesting that your dealership does not order additional

brake tubes in anticipation of a large number of vehicles requiring

their replacement. There will be sufficient inventory to

accommodate this SSC provided that dealers do not overstock

and over repair vehicles. Individual dealer tracking will be done

and irregularities in quantity ordering will be forwarded on the

Lexus Area Offices for follow−up and correction.

TDN System

The labor operation codes have been transmitted to your

dealership (see page 12 for opcodes). Remember that each

dealership must request and apply it to the dealer system. If your

dealership has not received the operation codes, call the TDN

hotline at (800−421−8154

).

Planning Your

Communication Strategy

It is important that you develop a strategy to communicate

effectively. The following are some general statements that can

be used when explaining the SSC.

Q1: What is the problem?

A1: On certain 2002 model year ES 300 vehicles built at one of

the two assembly plants in Japan, due to interference from the

Lexus Special Service Campaign 1LF

7

front coil spring spacers, the driver s side front brake line may

have been deformed. In the worst case, if the brake line is

deformed significantly it may contact the inner fender panel, and

eventually cause damage to the tube due to vibration during

driving. Brake tube damage could also lead to brake fluid leakage

after extended use.

Q2: What is the cause of this condition?

A2: Lexus installs front coil spring spacers at the assembly plant

to prevent front end damage during transportation. Due to mis−

positioning of the front coil spring spacers during installation at the

one assembly plant, it may have interfered with the driver s side

front brake line and caused it to deform. The front coil spring

spacers are removed at the dealership prior to customer delivery.

Q3: Are there any warnings that this condition has occurred?

A3: No. There are no warnings that this condition has occurred.

Q4: Which and how many vehicles are involved?

A4: Certain 2002 model year ES 300 vehicles are affected.

There are approximately 2,000 ES 300 vehicles involved in the

U.S.

Q5: What is the production range of the involved vehicles?

A5: The affected ES 300 vehicles were produced from late

September 2001 through late October 2001.

Q6: How many cases of this condition have been reported?

A6: There have been no reports of cases related to this condition

in the affected ES 300 vehicles.

Q7: Have there been any accidents reported?

A7: There have been no reported cases of accidents related to

this condition.

Q8: What is Lexus going to do?

A8: Owners of the involved vehicles will receive a campaign