Lexus 1993 ES300 General Procedures

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Page 1

Special Service Campaign (SSC) and Limited Service Campaign (LSC) General Procedures

April 2005

Page 2

General Procedures for Lexus SSCs and LSCs

PREPARING FOR AN SSC/LSC

Overview.............................................................................................................. 3

Customer Notification .......................................................................................... 3

SSC/LSC and Customer Satisfaction.................................................................. 3

Identifying Affected Vehicles................................................................................ 3

Manpower and Facility Requirements.................................................................. 4

Tools and Equipment........................................................................................... 4

Technical Training ............................................................................................... 4

Parts .................................................................................................................... 5

DMS Systems...................................................................................................... 5

Planning Your Communication Strategy.......................................................... 5

Calls to Your Customers.................................................................................. 5

Calls from Your Customers.............................................................................. 5

Calls from the Media........................................................................................ 6

IMPLEMENTING AN SSC/LSC

Car Rental and Service Loaners...................................................................... 6

Remote Area Service Plan .............................................................................. 6

The Service Write-Up ...................................................................................... 7

Preparing for Delivery after SSC/LSC Completion.......................................... 8

Delivery of the Vehicle after SSC/LSC Completion......................................... 8

Follow-Up......................................................................................................... 8

Work Order Closing/Claim Submission ........................................................... 8

Recap of Claim Submission and General

Provisions of an SSC/LSC........................................................................... 9

Claiming Reimbursement for Special Services................................................ 9

Claim Preparation Instructions......................................................................... 10

PREPARING FOR AN SSC/LSC

Page 3

General Procedures for Lexus SSCs and LSCs

Overview

This handbook contains the general procedures dealers

should follow for each and every Special Service Campaign (SSC) or Limited Service Campaign (LSC) Lexus initiates. Campaign-specific details will be included in the dealer notification package sent to each dealer at the launch of a campaign.

Customer Notification

The customer notification schedule and sample letter

will be included in the dealer notification package sent to each dealer at the launch of a campaign.

SSC/LSC and Customer Satisfaction

Each Special Service Campaign or Limited Service

Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. Lexus requests that dealers use the fundamental principals embodied in the Lexus Covenant when servicing these owners and their vehicles. By implementing new campaigns in an organized and efficient manner, we can nurture our ongoing relationships with these customers and strengthen these associations. Throughout each 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

Specific vehicle model, model year and VIN range

Manpower and Facility Requirements

applications will be included with the campaign-specific dealer notification package sent to all dealers at the launch of a campaign.

Always consult Dealer Daily or TIS to confirm eligibility and to assure the SSC/LSC is applicable. This will verify the vehicle is involved and has not already been completed by another dealer. TMS warranty will not reimburse dealers for repairs conducted on vehicles that are not affected.

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General Procedures for Lexus SSCs and LSCs

Your dealership must plan carefully to accommodate

the additional service volume generated as a result of an SSC/LSC. In reviewing your dealership’s manpower and facility requirements for a 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 pickup/delivery, car washes and fuel tank fill-ups?

You will need to hold a meeting with all dealership

associates to discuss: ¾ Importance of Lexus customer care for each

SSC/LSC customer.

¾ Various procedures such as phone inquiries, pick up

and delivery, loaners, etc.

¾ 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 Service and Parts Manager will meet with you to answer your questions and monitor the progress of each SSC/LSC.

Tools and Equipment

Each dealer notification package will include information on the tools and equipment required to perform the campaign repairs.

Technical Training

Lexus suggests that all service department staff who

will be directly involved in completing a repair or supporting an SSC/LSC should review the repair procedures in the dealer notification package to prepare for a campaign.

Parts

Each dealer notification package will contain specific

part number information and order procedures. Your

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General Procedures for Lexus SSCs and LSCs

dealership is requested to order only those parts needed to repair vehicles with service appointments. Individual dealer tracking will be done

and irregularities in quantity ordering will be passed on to Lexus Area Offices for follow-up and correction. Lexus will ensure there will be sufficient inventory to accommodate an SSC/LSC but there will be only enough supply to cover the affected vehicle population. Please only order based upon true demand.

DMS Systems

Labor operation codes will be transmitted to your

dealership. (See dealer notification package for specific campaign opcode and labor hour information). 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. Each dealer notification package will contain a series of Questions and Answers (Q&A) that can be used when explaining an SSC/LSC.

Calls to Your Customers

• Customers involved in the SSC/LSC ⇒ Each affected vehicle owner will receive a

notification letter. Please let them that the campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.

• Customers not involved in the SSC/LSC ⇒ Assure any customers with vehicles outside of

the involved VIN ranges 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 an SSC/LSC. We recommend designating an individual to answer these inquiries to ensure that callers get accurate, consistent information.

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General Procedures for Lexus SSCs and LSCs

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:

Bill Ussery, Lexus Public Relations Manager

IMPLEMENTING

AN SSC/LSC

Car Rental and Service Loaners

One of the ways we can demonstrate that Lexus cares

is by honoring loaner car requests with the best loaner available for those customers unable or unwilling to wait for this repair.

Lexus Customer Convenience System (LCCS)

Officially enrolled LCCS vehicles may be claimed at a

rate of $44.00 per day. (Lexus vehicles only)

Lexus Dealer Fleet (Lexus vehicles only) A rate of $44.00 per day may be claimed if using this

option. Be sure to follow customer supplied insurance guidelines.

The motivating factor for any of these options is the

customer’s convenience and consideration. Again please provide the best available vehicle. If extraordinary customer requests are made, please contact your DSPM. In addition, loaner car requests

that exceed one day must carry proper DSPM authorization.

Remote Area Service Plan

“Remote” is defined as those distances where a

customer is 100 or more miles from the nearest Lexus dealership. Your DSPM will work with you to develop and authorize an action plan.

Guidelines to be used in performing remote repairs are:

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General Procedures for Lexus SSCs and LSCs

• If the customer is within 100 miles of the nearest Lexus dealership, the closest Lexus dealership will perform the repair provided that prior authorization for related expenses has been approved by the DSPM.

• If the customer is more than 100 miles from the nearest Lexus dealership, Lexus area associates or, Lexus national associates may perform the repair. Dealerships may also make these repairs but only with the authorization of the Area Coordinator (most likely the F.T.S.).

• Each situation will be handled on a case-by-case basis.

• Lexus will only pay for authorized costs that have been approved by DSPM or area offices.

• Alternatives include pick-up and redelivery of remotely located vehicles.

The Service Write-Up

Listed below are some general guidelines to use when

the customer arrives at your dealership for an SSC/LSC:

• Explain how long the repair will take. Inform the customer that the special services (refueling, car wash) will require additional time at your dealership.

• Explain the type of repair involved.

• If the customer does not have an SSC/LSC notice:

¾ Check the VIN against the national Service

History File or TIS to see if the vehicle has been previously repaired under the Campaign.

¾ Check the left front door hinge post for an

SSC/LSC completion label.

¾ If the vehicle falls outside of the above

guidelines, explain that the vehicle does not require the Campaign repairs.

¾ If the vehicle is eligible, explain the SSC/LSC

repair procedure to the customer.

• If the customer has an appointment, pull the work order; otherwise, create a work order reflecting the need to complete the campaign.

• Issue the work order to the technician and include job instructions for the SSC/LSC.

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General Procedures for Lexus SSCs and LSCs

Preparing for the Delivery after SSC/LSC Completion

• Wash/clean the vehicle inside and out.

• Fill the gas tank with the specified unleaded fuel

• Notify customer of completion and arrange for re-

delivery or return of rental vehicle.

Delivery of the Vehicle After SSC/LSC Completion

The delivery of the vehicle is a very important part of

ensuring a high level of customer satisfaction. Explain all SSC/LSC repairs to the customer and apologize for any inconveniences. Thank the customer for his or her time and their continuing patronage.

Follow-Up

Complete 100% after-service follow-up is critical to

ensure complete customer satisfaction with the repairs performed and the service provided.

Work Order Closing/ Claim Submission

Each SSC/LSC dealer notification package will include

information that explains the policies and procedures for preparation and submission of a warranty claim for reimbursement of a repair performed under the SSC/LSC.

NOTE: Lexus warranty will only accept one claim per

vehicle under the terms of an SSC/LSC. Please ensure that your dealership checks the National History File to see if the vehicle has been repaired under an SSC/LSC prior to servicing the vehicle.

Recap of Claim Submission and General Provisions of an SSC/LSC

• Lexus will pay for gas tank fill-up (actual cost)

• Lexus will pay for washing the vehicle (not to

exceed $20 per vehicle)

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General Procedures for Lexus SSCs and LSCs

• Lexus will provide a loaner vehicle if required (DSPM authorization required for more than one day)

• Lexus will pay for costs associated with remote repairs if required

• Lexus will pay for remote pick-up and delivery if required (DSPM authorization only)

Claiming Reimbursement for Special Services

You must use sublet to claim any special services

required in conjunction with an SSC/LSC repair.

• Issue “TW” (Tow Vehicle) ¾ Applicable if the nature of the SSC/LSC requires

the vehicle to be towed to the dealership

¾ Claim actual receipt amount as a sublet

• Issue “RT” (Rental)

¾ Applicable to every vehicle if required ¾ The loaner vehicle reimbursement rate cap is

one day per repair unless otherwise authorized by DSPM

• Issue “GA” (Gas Tank Fill-Up)

¾ Applicable to every vehicle ¾ Claim actual fill-up amount

• Issue “CW” (Car Wash/Administrative Time)

¾ Applicable to every vehicle ¾ Amount not to exceed $20.00 per vehicle

• Issue “DE” (Pick-Up and Delivery/Remote Repairs)

¾ Applicable only under special circumstances

(e.g. more than 100 miles from the nearest Lexus dealership)

¾ Claim actual dealer cost ¾ F.T.S/C.S.O.M. authorization is required for this

expense

• Issue “DE” (Pick-Up and Delivery/Remote Repairs) ¾ Applicable at dealer discretion

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General Procedures for Lexus SSCs and LSCs

¾ Claim actual dealer cost

Claim Preparation Instructions

NOTE: Each sublet must be a separate entry with:

• Unique invoice number

• Description

• Sublet Type

• Dollar Amount

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ES 300 Air Conditioning Expansion Valve Replacement Special Service Campaign PL1

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Table of Contents

OVERVIEW 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PREPARING FOR THE SSC

IMPLEMENTING THE SSC

Determining Demand 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Manpower & Facility Requirements 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tools & Equipment 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Technical Training 4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Parts Availability 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating Menu Codes 6. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Planning Your Communication Strategy 9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Calls from the Media 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Service Loaners 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Contacting Customers 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Remote Area Service Plan 13. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Write–Up 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Work Order Entry 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Preparing for Delivery After the SSC Completion 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Delivery After the SSC Completion 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Follow–Up 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Work Order Closing/Claim Submission 17. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Claiming Reimbursement for Special Services 18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

TDN Claim Preparation Instructions 18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Invoicing 19. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Paper Claim Submission 26. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Sample Customer Letter 34. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

TECHNICAL INSTRUCTIONS 35. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Page 13

Lexus ES 300

Customer Notification Notification letters will be sent to vehicle owners beginning June 1, 1993. A

Overview Lexus will be initiating a Special Service Campaign (“SSC” PL–1) for

certain 1992 and 1993 ES 300 vehicles. This booklet provides all the details necessary to plan and implement the SSC at your dealership. The key points of this Special Service Campaign are summarized below.

Condition Under certain conditions, particularly in high temperature and high humidity

areas, the air conditioning expansion valve in certain ES 300 vehicles may malfunction. As a result, there will be a gradual reduction of air conditioning efficiency and eventual loss of cabin cooling capability. The vehicle should operate normally in all other respects.

Repair This campaign involves the inspection of the air conditioning system and

injection of an anti–corrosion lubricant (Toyota ND6–AC Refrigerant Oil) OR, if necessary, replacement of the air conditioning expansion valve.

copy of the letter can be found on page 34 of this booklet. You will be provided with a list of owners/vehicles so that you may begin contacting your customers as soon as you are prepared.

Vehicles Involved Approximately 41,480 1992 and 1993 ES 300 vehicles are involved.

Toyota will be conducting a concurrent campaign involving the same parts and repair procedures. Lexus dealers cannot submit claims directly for repairing Toyota vehicles.

The SSC and Throughout this Special Service Campaign, please make every effort to

Customer Satisfaction ensure a positive experience for each and every Lexus owner. This

situation affords us all an opportunity to further demonstrate Lexus’ commitment to customer satisfaction in the “Lexus Cares” tradition.

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Lexus ES 300

Determine Your Demand Qualified vehicles are limited to the VIN range shown below. No other

vehicles before or after this range are to be repaired under the provisions of this SSC.

Model Model Year VDS Involved VIN Range ES 300 92-93 VK13T 0001001–0129016

NOTE: Canadian vehicles falling within this VIN range

qualify under the same guidelines.

 The enclosed SSC Summary Report lists vehicles sold by your

dealership.

 From the list, determine the actual number of customers who should

come back into your dealership for the Special Service Campaign.

Manpower and Facility It is estimated that approximately 60% of the vehicles involved will need

Requirements only to have the special anti–corrosion lubricant injected. This will take

about 1/2 hour. The remaining 40% of the vehicles will need to have the expansion valve and possibly the liquid tube replaced, which takes approximately two hours. This works out to an average repair time of one hour per affected vehicle.

It is critical that every effort be made to minimize the impact this activity will have on your other service customers. Based upon your projections of the number of customers who may have the SSC performed in your service department, you need to take the following actions to ensure adequate capacity:

 Determine if you have sufficient manpower and facility space to

process the number of vehicles in your area.

 Determine if you need to provide extended service hours, a second

shift and/or Saturday appointments to accommodate the number of vehicles to be serviced.

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Special Service Campaign

 Determine if you need to hire additional technicians either full

or part time.

NOTE: Technicians must be “MACS” or “ASE” certified to

perform the A/C type repairs in this campaign.

 Determine if you require additional equipment to service your

customers’ needs by repairing vehicles simultaneously.

Tools and Equipment Refer to the following list to determine if you have the proper tools and

equipment necessary to perform all aspects of the service. Ensure all coolant recovery and recharge equipment has been tested recently and is in excellent working order. The demand on this equipment will be substantial.

Air Conditioning Refrigerant Service Tool Set Recovery Machine

Vacuum Pump Charging Assembly Cylinder

Gas Leak AC Oil Detector Assembly Injector Kit

(TOY219721)

Socket Hexagon Torque Wrench Wrench 5 mm

Standard Tools

Stop valves must be used to meet your local state regulations.

NOTE: Special Service Tool Part No. TOY219721 (AC Oil Injection Kit)

has recently been shipped to your dealership, free of charge. Additional tool kits can be ordered through Owatonna Tool Co. (OTC) for $28.91 each.

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Lexus ES 300

Technical Training  Your dealership was sent a video tape copy of repair

procedures and instructions for training and future reference along with this booklet.

 We also recommend that key customer contact personnel

such as the Sales Manager and General Manager view this tape to better understand the nature of this Special Service Campaign.

 We recommend that one person be designated as the campaign

coordinator. All inquiries about this campaign should be directed to this person to avoid dissemination of incorrect or inappropriate information.

Required Parts

(a) Anti–Corrosion Lubricant (Supplied only in packages of 12 cans/package).

Part Number Part Name Qty Per Vehicle

00263–09106 Toyota ND6 AC Refrigerant Oil One Can

Charge

(b) Expansion Valve, Liquid and Suction Tube, and O–rings

Qty./Vehicle

Model Part Name Part No.

With Tube Without Tube

Replacement Replacement

Cooler Expansion 88515– 1 1

Valve 33010

ES 300 Liquid Pipe Sub– 88706– 1 0

VK13T Assy. 33020

O–Ring–Large 90099– 2* 4

14045

O–Ring–Small 90099– 0* 2

14044

* Two each of large and small O–rings are provided with liquid tube.

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Special Service Campaign

Parts Availability/Ordering  Sufficient supplies of all SSC parts will initially be sent to you

by including those part numbers on your Dealer Stocking Guide at the appropriate time.

 As used or obligated from your D.S.G., the automatic

replenishment system will generate timely reorder quantities to your facing Parts Distribution Center (P.D.C.). This should ensure continuous supply of parts inventory into your dealership.

 You are encouraged to order only those quantities of parts that

you have service appointments for. Individual dealer tracking will be made and irregularities in quantity ordering will be passed on to the Lexus Area Offices for their follow–up.

 An electronic mail message will be sent to all Lexus dealers

indicating quantities and D.S.G. installation dates as roll out commences.

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Lexus ES 300

TDN System The following steps must be taken to prepare your TDN system

Menu Option SC–2

for processing the SSC claims.

 Labor Operation codes were transmitted to your dealership.

If you have not received these call the TDN hotline.

 Create menu codes using the new labor operation codes

established for this SSC.

Menu Code ND1

Labor Op. Code: 350041

Menu Code ND2

Labor Op. Code: 350042

Page 19

Special Service Campaign

Menu Code ND3

Labor Op. Code: 350043

Menu Code ND4

Labor Op. Code: 350044

Page 20

Lexus ES 300

Menu Code ND5

Labor Op. Code: 350046

Menu Option SC–8

 Attach part numbers to Menu Code ND1

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Special Service Campaign

Planning Your It is important that you develop a communication strategy to

Communication Strategy communicate effectively. The following are some general

statements that can be used when explaining the Special Service Campaign to customers.

1. Affected Vehicles

Q1. Which models are affected? A1. The affected model is the 1992 & 1993 Lexus ES 300. Q2. How many vehicles are involved? A2. Approximately 41,480 vehicles in the U.S. Q3. Is this a world–wide campaign? A3. No. The expansion valve malfunction occurs only under

certain conditions, particularly high temperatures and humidity. The areas with the right combination of these conditions is limited to the U.S., mainly the Southern areas.

2. Condition

Q1. What is the function of the expansion valve? A1. The expansion valve controls the volume of liquid

refrigerant which flows into the evaporator and is converted

into a gaseous state. Q2. What is the condition? A2. Under conditions of high temperature and high humidity, a

chemical reaction of the refrigerant may cause gradual

corrosion within the expansion valve causing it to malfunction. Q3. How will this malfunction affect the air conditioning system? A3. The malfunction will be evidenced by a gradual reduction in

the efficiency of the air conditioning system and eventual

loss of cabin cooling capability. Q4. How was this condition discovered? A4. Last summer Toyota Motor Corporation received a report

from the U.S. and immediately began an investigation.

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Lexus ES 300

Q5. Does this condition affect the safety of the vehicle? A5. No. This condition does not affect safety. Q6. What effect does this condition have on the environment? A6. The amount and possibility of refrigerant being released into the

environment are negligible, but due to Lexus’ concern for the

environment, we have taken steps to eliminate even the slightest

possibility.

3. Remedy

Q1. How has the condition been remedied? A1. The expansion valve has been modified to include a special

surface treatment. Q2. What will Lexus do in the marketplace? A2. To prevent the chemical reaction from occurring, a protectant

will be injected with lubricant and refrigerant into the A/C

system. If the chemical reaction has already occurred, the

expansion valve will be replaced with a new one. Q3. Why aren’t expansion valves replaced on all affected

vehicles? A3. The protectant will stop the chemical reaction from occurring

and therefore, it is unnecessary to replace the existing

expansion valve. Q4. How long will this procedure take? A4. Approximately 1/2 hour for injection of the protectant OR

approximately 2 hours for replacement of the expansion

valve. Q5. What should owners do? A5. When Lexus has completed the necessary preparations,

owners will be notified by first class mail and requested to

bring their vehicle into the local Lexus dealer to conduct this

campaign.

Page 23

Special Service Campaign

You will have two general types of communications with customers concerning this Special Service Campaign:

 Outbound Calls

These are customers that your dealership will be calling. These will include:

 ES 300 owners involved in the SSC.

You may want to use the list provided in this package to begin calling your customers as soon as your preparations are completed.

 ES 300 owners not involved.

You may want to call these customers as well to address any concerns that they might have. You can use your TDN system to run a report of all ES 300’s sold at your dealership that are outside the campaign parameters.

 Inbound Calls

It is important to institute a system to respond to customers calling your dealership for more information regarding the SSC. We recommend designating an individual or certain individuals to answer these inquiries to assure that callers get accurate and consistent information.

Calls from the Media We ask that you refer any

directly to Lexus headquarters in Torrance. The contact person is:

 Art Garner, Lexus Public Relations Manager

(310) 781–3282

calls from the media or government agencies

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Lexus ES 300

Service Loaners Ease of servicing is a critical aspect of the customer’s perception

as to how well the SSC is handled. It is extremely important that every effort be made to conduct the SSC with minimal inconvenience to the customer.

 After determining the number of vehicles per day you will be

scheduling, verify that you have an adequate supply of service loaners available for customers.

 Because of the relatively short amount of time it takes to complete

the service you may want to develop a while–you–wait program. Items needed would include:

 Sufficient supply of parts  A dedicated work area, properly equipped  Dedicated technicians who are properly trained and certified

It is important to recognize that customers must know how long they will be required to wait. Every effort must be made to have the vehicle finished when promised.

 Consider a pick–up and delivery service at customer’s home or

place of business.

Contacting Customers  Check the service history of each customer before you contact

them to see if any other routine maintenance or services need to be performed at the same time. This will help minimize a customer’s perception of being inconvenienced.

 Begin contacting the customers on your SSC lists to schedule

appointments and reserve parts using the TDN system.

 Make sure you schedule appointments to coincide with the receipt

of all necessary parts.

 Be sure to have the information provided on page 9 so that you

are able to respond to any questions the owner might have.

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Special Service Campaign

Remote Area Service Plan  Your DSPM will work with you to develop an action plan.

Alternatives include:

 Pick–up and re–delivery of remotely located vehicles  Performing repairs in a location other than a Lexus dealership

 Each situation will be handled on a case–by–case basis.  Lexus will pay for certain related costs. DSPM or area

office authorization is required.

Page 26

Lexus ES 300

SI–1

CREATE APPOINTMENT

SI–1 CMD 23

RESERVE PARTS

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Special Service Campaign

The Write–Up Listed below are some general guidelines to use when the customer

arrives at your dealership for the Special Service Campaign:  Explain that in about half the cases the repairs will only take about 1/2

hour. And in the other half of the cases, when the expansion valve must be replaced, the repairs will take about 2 hours.

 Explain the types of repairs involved.

SI–2

 If the customer does not

 Check the left front door hinge post near the door check for an

have an SSC notice:

SSC completion label or the National History File to see if the vehicle has been previously repaired or inspected under this campaign.

 If there is no label, check the VIN against the SSC list.  If the vehicle is eligible, explain the campaign, the procedure and

the amount of time needed for the inspection/repair to the customer.

 Input the usual necessary information into the TDN system to create a

work order (VIN, mileage, etc.).

 Issue the work order to the technician, and include job instructions for

the SSC.

WORK ORDER ENTRY

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Lexus ES 300

Preparing for the  Wash/clean each vehicle inside and out.

Delivery After SSC

Completion  Fill the gas tank with premium unleaded fuel. This cost will

be charged as an SSC expense.

 Notify customer of completion.

Delivery of the Vehicle After The methods used to re–deliver the vehicle after performing the SSC are

SSC Completion an important factor in achieving high levels of customer satisfaction in this

activity.  Thoroughly explain to the customer all SSC and any other work

performed.

 Explain any additional work and/or charges if other services were

performed.

 Thank each customer.

NOTE: The costs of car washes and loaners/pick–up and delivery in

your normal servicing area (100 miles) are not reimbursable under this campaign.

Follow–Up 100% after–service follow–up is critical to the overall success of the

program.

Page 29

Special Service Campaign

Work Order Closing/Claim The following information explains the policies and procedures for

Submission preparation and submission of a warranty claim for reimbursement of an

inspection or repair performed under SSC PL–1.

Operation Code Description Labor Hours

350041 Add “Toyota ND6 AC 0.6 hr./vehicle

refrigerant oil charge” with protector only.

350042 Add “Toyota ND6 AC 1.0 hr./vehicle

refrigerant oil charge” after recovery and recharge of refrigerant

350043 Add “Toyota ND6 AC 0.9 hr./vehicle

refrigerant oil charge” after confirming no leaks of gas at the drain hose.

350044 Replacement of expansion 2.2 hr./vehicle

valve including liquid tube (if required).

350046 Customer reimbursement for

previous repairs.

NOTE: Lexus Warranty will only accept one claim per

vehicle under the terms of this Special Service Campaign. Please ensure that the claim for your dealer is submitted under the correct operation code at the time of submission. Also, please ensure that your dealership checks the National History File to see if the vehicle has been repaired or inspected under this campaign prior to servicing the vehicle.

Recap of Claims Submission  Only one of the five labor operation codes can be used per

& General Provisions vehicle claim.

of the SSC

 Lexus will pay for gas tank fill–up.  Lexus will pay for costs associated with remote repairs,

remote pick–up and delivery and loaner cars, with DSPM authorization only.

Page 30

Lexus ES 300

ClaimingReimbursem entfor You must use a sublet to claim any special services required in conjunction

Special Services with the special service campaign repair.

 ‘GA’ (Gas Tank Fill–up)

 Applicable to every vehicle.

 ‘RT’ (Rental Car)

 Applicable only under extenuating circumstances.  Must be authorized by a DSPM.

 ‘DE’ (Pick–up and Delivery)

 Applicable only under special circumstances (e.g., more than 100

miles from nearest Lexus dealer).

 Claimed at actual dealer cost.  DSPM authorization is always required for this expense.

 ‘ZZ’ (Remote Repair)

 Applicable only under special circumstances (e.g., 200+ miles from

nearest Lexus dealer which requires using an alternate repair facility).

 Claimed at actual dealer cost.  DSPM authorization is always required for this expense.

NOTE: Each sublet must be a separate entry with:

 Unique Invoice Number  Description  Sublet Type  $ Amount

TDN Claim Preparation  In Repair Order Management select claim type ‘SC’ (Special Service

Instructions Campaign) unless the dealer is requesting reimbursement for a remote

repair or pick–up and delivery of the customer’s vehicle. If you are claiming for remote repair or pick–up and delivery of a customer’s vehicle you must

use ‘RG’ (Regular) claim type. Refer to the TDN section of this manual (page 19) for examples of claim preparation via TDN.

Page 31

Special Service Campaign

Create Invoice SI–3

INVOICING – Inspection Only Example

Condition Total SI–3 CMD–12

Page 32

Lexus ES 300

Claim Information SI–3 CMD–12

INVOICING – Inspection Only Example

Page 33

Special Service Campaign

Create Invoice SI-3

INVOICING–Expansion Valve Replacement

Condition Total SI-3 CMD-12

 Attach reserved parts

Page 34

Lexus ES 300

Claim Information SI-3 CMD-12

INVOICING–Expansion Valve Replacement Example

Page 35

Special Service Campaign

SI-3 CMD-22

SUBLET INFORMATION–Example of Transportation Costs to Make Remote Repairs

Condition Total SI-3 CMD-12

Page 36

Lexus ES 300

SI-3 CMD-22

SUBLET INFORMATION–Example of Costs to Transport Vehicle to Dealership

Condition Total SI-3 CMD-12

Page 37

Special Service Campaign

WARRANTY INFORMATION SCREEN

CW1 CMD-22

NOTE: Authorization required for expenses

incurred for remote service or pickup and delivery in remote locations.

REPAIR ORDER MANAGEMENT–Adding Fuel Costs

Page 38

Lexus ES 300

Paper Claim Submission Please use the following instructions in the event that a paper

claim must be submitted. The following claim instructions list required information field by field corresponding to the format of the Lexus Warranty Paper Claim Form. If information is not required for SSC claim submission it will be noted.

Dealer Number: Enter the 5–digit number assigned to your dealership by Lexus.

Claim Number: Enter the 6–digit claim number that your dealership has assigned to the claim. The claim number must be unique and must begin with the letter “A” and be followed by numeric characters.

Repair Order Number: Enter the repair order number from the invoice created at the time of the repair.

In–Service Date: Enter the date the vehicle was first put into service (enter in MM–DD–YY format).

Vehicle Identification Number: Enter the complete 17–digit VIN number from the vehicle that was repaired.

Repair Date: Enter the date the vehicle was repaired (MM–DD–YY format).

Repair Miles: Enter the vehicle mileage at the time of repair (do not enter tenths of miles).

Original Part Number: Not required on an SSC claim.

Operation Code: Enter the 6–digit operation code that indicates

which SSC inspection or inspection/replacement was performed.

Combination Code: Not allowed with the SSC repairs.

Total Hours: Enter the total labor hours allowed for the SSC

inspection or inspection/replacement that was performed.

Sublet Invoice Number: Enter only if a special service was provided to the customer as per the guidelines on the previous pages of this manual.

Page 39

Special Service Campaign

Sublet Type: Enter the 2–digit sublet type–code only if a special

service was provided to the customer as per the guidelines on the previous pages of this manual.

Sublet Description: Enter a brief description of the sublet only if a special service was provided to the customer as per the guidelines on the previous pages of this manual.

T–1 Code: Not required for an SSC claim. T–2 Code: Not required for an SSC claim. T–3 Codes: Not used for an SSC claim.

Replacement Part Number: Enter any parts replaced as per the

SSC repair guidelines. Refer to the previous warranty instructions for a list of appropriate replacement parts by operation code.

Replacement Parts Quantity: Enter the number of each part replaced.

Original R.O./Installed Date/Installed Miles: Not required for an SSC

claim.

Authorization Number: Enter an authorization number if authorization is required as per the guidelines on the previous pages of this manual.

Authorization Type: Enter authorization type “G” only if an authorization number has also been entered and is required as per the guidelines on the previous pages of this manual.

Labor Amount: Enter the total dollar amount to be claimed for the labor portion of the repair. This figure is calculated as the dealers authorized warranty labor rate multiplied by the allowable labor hours for the repair performed.

Sublet Amount: Enter the total dollar amount to be claimed for sublet.

Parts Amount: Enter the total dollar amount to be claimed for any

replacement part. This figure is calculated as the total dealer cost of all parts replaced.

Page 40

Lexus ES 300

Parts Mark–up: Enter the total dollar amount to be claimed for

parts mark–up. This figure is calculated as the total parts amount claimed multiplied by 30% if 1992 vehicle and 45% if 1993 vehicle.

Claim Total: Enter the total amount to be claimed for the repair. This figure is calculated as the total of labor, sublet, parts and parts mark–up.

Battery Ship Code/Cell Readings: Not used at this time. Partial Adj. Labor/Sublet/Parts: Not used for SSC claims.

Condition/Cause/Remedy: Enter a description of the repair and

the conditions requiring use of the “Pick–up and Delivery” or “Remote Repair” special services. If a C/C/R is entered, something must be written in all three lines of the field.

Page 41

Special Service Campaign

Add “Toyota ND6 AC refrigerant oil charge” with protector only.

Page 42

Lexus ES 300

Add “Toyota ND6 AC refrigerant oil charge” after recovery and recharge or refrigerant.

Page 43

Special Service Campaign

Add “Toyota ND6 AC refrigerant oil charge” after confirming no leaks of gas at the drain hose.

Page 44

Lexus ES 300

Replacement of expansion valve including liquid tube (if required).

Page 45

Special Service Campaign

Customer reimbursement for previous repairs.

Page 46

Lexus ES 300

Page 47

Lexus ES 300 – Special Service Campaign

Technical Instructions Table of Contents

VIN LOCATION 37. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SIGHT GLASS INSPECTION OF REFRIGERANT

VOLUME 39. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PROCEDURE FOR CASE A 41. . . . . . . . . . . . . . . . . . . . . .

Performance Testing the A/C System 47. . . . . . . . . . .

SSC Completion Label Installation 48. . . . . . . . . . . . . .

DRAIN HOSE LEAK INSPECTION 49. . . . . . . . . . . . . . . . .

PROCEDURE FOR CASE B 50. . . . . . . . . . . . . . . . . . . . . .

Performance Testing the A/C System 52. . . . . . . . . . .

SSC Completion Label Installation 53. . . . . . . . . . . . . .

PROCEDURE FOR CASE C 54. . . . . . . . . . . . . . . . . . . . . .

Evacuation, Recharge, and Re–inspection 60. . . . . . .

Performance Testing the A/C System 61. . . . . . . . . . .

SSC Completion Label Installation 62. . . . . . . . . . . . . .

ES 300 A/C SYSTEM SPECIFICATIONS 63. . . . . . . . . . .

Page 48

Inspection and Repair Procedures Flow Chart

Check the vehicle identification number (VIN) and compare to chart on page 2 to see if vehicle is involved in this SSC.

YES NO

Check for SSC completion label affixed to the left hinge door post near the door check.

YES

No action required.

Check the amount of refrigerant in sight Partially charge with refrigerant glass based on inspection conditions (NO MORE THAN 1 POUND) applicable to the specific model. Check gas leakage at drain hose.

EMPTY OR

INSUFFICIENT

NO LEAK FOUND LEAK FOUND

PROPER OR EXCESSIVE AT DRAIN HOSE AT DRAIN HOSE

CASE A CASE B CASE C

SEE page 41 See page 50 See page 54

PROPER EXCESSIVE

Check other locations. Recover the refrigerant.

Recover the refrigerant. Replace the expansion valve

Recharge Warranty or charge specified at customer’s amount of expense.* Partially charge with refrigerant. refrigerant (NO MORE

FOUND

Repair under Lexus valve and liquid tube.

LEAK FOUNDNO LEAK

or, if applicable, expansion

THAN 1 POUND).

Add Toyota ND6 AC Recharge specified amount of Refrigerant Oil Charge. refrigerant under Lexus

Check at A/C operation. Repair under Lexus

Affix SSC completion label to the left hinge door post Charge to specified amount near the door check. of refrigerant.

* See original for footnote text.

Warranty or charge at Check gas leakage at customer ’s expense.* drain hose.

NO LEAK LEAK FOUND FOUND

Warranty or charge at customer’s expense.*

Page 49

VIN Location

NOTE: The technician must be MACS or ASE refrigerant recovery certified to perform the procedures in this booklet.

Determine if special service applies to vehicle as follows:

1. Check the Vehicle Identification Number (VIN).

(a) Locate one of the Vehicle Identification Number

(VIN) plates.

(b) Are the last seven digits within the following range:

0001001 – 0129016?

NO: Assure customer that the A/C on their ES 300

is okay. No further action is necessary.

YES: Check for a SSC–PL1 Completion Label affixed

to the left door hinge post near the door check.

2. Is an SSC PL1 Completion Label present?

YES: Special Service has already been performed.

No further action is necessary.

NO: Continue with the special service procedure by

inspecting the A/C Sight Glass (below).

Page 50

Sight Glass Inspection of Refrigerant Volume

Inspect A/C Sight Glass as follows:

1. Start the engine and maintain 1500 RPM.

2. Set the A/C controls to AUTO – MAX COOL.

3. Open all vehicle doors.

4. At the Under Hood Diagnostic Connector jump OP1 to E1 to maintain a stable fan speed.

5. Run the engine at 1500 RPM with the doors open for at least 2 minutes to stabilize the A/C system.

NOTE: Every A/C sight glass shows air bubbles both immediately after starting and after switching from one condition to another. So, it is necessary to wait 2 minutes after any A/C operating condition has changed.

Page 51

Sight Glass Inspection of Refrigerant Volume

6. While continuing to run the engine at 1500 RPM, check the sight glass. Compare the sight glass on the vehicle to the ones shown in the Refrigerant Volume Inspection Table (below).

REFRIGERANT VOLUME INSPECTION TABLE

Conditions in Refrigerant Symptom Service

sight glass Volume Procedure

Correct With the compressor operating, the refri– Proceed to

gerant flow in the sight glass will be trans– Case A parent with no air bubbles and a clear (See Page 41) indication of fluid moving through the system.

Too High With the compressor operating, the sight

glass will be clear with no indication of refrigerant flow because it is so full that fluid flow cannot be detected.

Empty With the compressor not operating, the sight Proceed with

glass is again clear with no fluid flow. A/C Drain

Hose Leak Check (See Page 49)

Too Low With the compressor operating, bubbles will

be seen continuously in the sight glass.

Page 52

Drain Hose Leak Inspection

Proceed with the drain hose leak inspection if the sight glass inspection (see page 39) indicated that the refrigerant volume is low or empty.

Equipment needed for this procedure:

(a) A/C gas leak detector (b) Refrigerant (c) Charging tools and equipment

1. Ensure the A/C system is at least partially charged:

(a) Is the A/C system partially charged or empty? Yes: Partially charged–Perform the Drain Hose Leak

Inspection Procedure (below).

No: Empty–Add no more than 450 g (1 lb.)

refrigerant and perform the Drain Hose Leak Inspection Procedure (below).

2. Perform Drain Hose Leak Inspection:

(a) Use an A/C gas leak detector to determine if

refrigerant gas is leaking from the A/C drain hose.

Gas NOT present at the drain hose: Follow Procedure for

Case B, page 50.

Gas IS present at the drain hose: Follow Procedure for

Case C, page 54.

Page 53

Procedure for Case A

SPECIAL SERVICE IF REFRIGERANT VOLUME IS PROPER OR EXCESSIVE

Depending on the refrigerant volume indicated by inspecting the sight glass, proceed as follows:

Refrigerant Volume Correct: Proceed to “Addition of Toyota ND6AC Refrigerant Oil Charge” (below).

Refrigerant Volume Too High: Take the following actions:

1. Recover refrigerant (following procedures in the equipment and service manuals).

2. Recharge with correct amount of refrigerant: 950 g + 50 g (33.51 oz + 1.8 oz, 2.1 lb + 0.1 lb)

3. Proceed to “Addition of Toyota ND6AC Refrigerant Oil Charge” (below).

ADDITION OF TOYOTA ND6AC REFRIGERANT OIL CHARGE

NOTE: Before starting this operation, please read and observe all cautions and warnings on the refrigerant oil charge can.

Equipment needed for this operation: (a) One can of Toyota ND6AC Refrigerant Oil Charge

(Part No. 00263–09106)

(b) AC R–12 vacuum pump

Service Tool Part No. TOY219721.

(d) Shop towel

Page 54

Procedure for Case A

SERVICE TOOL CHECK

Perform the service tool check as follows:

1. Verify the operation of the Special Service Tool. (a) Turn the service can valve counterclockwise. (b) Remove the service can valve from the service

can holder.

2. Turn the service can valve handle clockwise until it is fully seated. Make sure that the valve puncture needle protrudes fully.

NOTE: When you perform the AC refrigerant oil injection for the first time, or if the oil injection service can valve and holder assembly from the Special Service Tool has been accidentally opened to the atmosphere, it must be evacuated first.

SERVICE TOOL EVACUATION PROCEDURE

Evacuate the service tool as follows:

1. Check that the vacuum pump fitting has a Shrader valve. If the vacuum pump does not have a Shrader valve, use an adapter hose that does.

NOTE: In this procedure, you are to install the hose with the small opposite of the normal setup).

end attached to the valve (this is

Page 55

Procedure for Case A

2. To evacuate the service can valve and hose assembly, first attach smaller end of hose (without check valve) onto the service can valve.

3. Next, attach the larger hose end with check valve to the Shrader valve on the vacuum pump.

NOTE: Make sure all hose connections are tight.

4. Start the vacuum pump and allow it to run for approximately 2 minutes or until the vacuum gauge on the vacuum pump shows no more movement.

5. Quickly remove the hose connection from the vacuum pump BEFORE switching off the pump to keep air from entering the hose.

NOTE: If you turn off the vacuum pump before disconnecting the hose, the hose will be contaminated with a i r and you will have to repeat the evacuation procedure.

Page 56

Procedure for Case A

SPECIAL OIL INJECTION SERVICE:

Proceed with the following Special Oil Injector Service only af t e r you have checked the operation of the Special Service Tool and evacuated the service valve and hose assembly (if required).

1. Install the service can holder on the ND6AC refrigerant oil charge can.

2. With the service can valve still closed, quickly spin the oil charge can (and holder) clockwise to the service can valve as far as it will go.

NOTE: Be sure to turn the service can valve quickly onto the service can holder until it seats snugly against the refrigerant oil can. This will prevent refrigerant from escaping to the atmosphere when the valve needle punctures the top of the can.

3. Remove the cap from the low pressure charge valve on the vehicle. Attach the larger end of the hose to the low pressure charging valve (service valve).

NOTE: Use a shop towel when doing this to shield your hands from any refrigerant that may escape from the A/C system.

Page 57

Procedure for Case A

4. Run the engine at approximately 1,500 RPM and set the A/C control to AUTO––MAX COOL.

5. Turn the refrigerant oil charge can upside down to make sure all of the oil is forced into the system by gas pressure.

6. Open the service can valve.

7. Warm the refrigerant oil charge can with your hands or a warm towel. (This will allow the refrigerant oil charge to empty more easily.)

Page 58

Procedure for Case A

8. When charging is complete, close the service can valve fully.

9. Stop the engine and disconnect the charging hose from the vehicle’s low pressure charging valve (service valve).

10. Remove the service can valve from the service can holder and the refrigerant oil charge can.

11. Remove the service can holder from the refrigerant oil charge can by moving the lever counterclockwise.

CAUTION: Do not open the service can valve between services. If the valve is opened, you will have to evacuate the service can valve and hose again.

Page 59

Performance Testing the A/C System

Proceed with Performance T esting the A/C System after completing the Special Oil Injection Service.

1. Start the engine and maintain 1,500 RPM.

2. Set the A/C to AUTO –– MAX COOL.

3. Fully open all doors.

4. At the Under Hood Diagnostic Connector jump OP1 to E1 to maintain a stable fan speed.

5. Position one thermo meter in the center duct and one thermometer near the A/C inlet. (NOT laying on the carpet.)

6. After 5 minutes of operation compare the difference between the inlet temperature and the center duct temperature to the Performance Test Chart. System performance is acceptable if temperature difference is greater than the specified minimum (as shown).

Page 60

SSC Completion Label Installation

1. After completing the special service and successfully performance testing the A/C system, affix an SSC completion label to the left front door hinge post near the door check.

NOTE: An SSC completion label is enclosed in the owner’s letter. Additional labels, in sheets of 50 (P/N 00410–01917) can be ordered through the non–parts system on a 1459 order form or through the TDN system.

2. Fill out the label.

Page 61

Drain Hose Leak Inspection

Proceed with the drain hose leak inspection if the sight glass inspection (see page 39) indicated that the refrigerant volume is low or empty.

Equipment needed for this procedure:

(a) A/C gas leak detector (b) Refrigerant (c) Charging tools and equipment

1. Ensure the A/C system is at least partially charged:

(a) Is the A/C system partially

charged or empty?

YES: Partially charged – Perform the Drain

Hose Leak Inspection Procedure (below).

NO: Empty – Add no more than 450 g

(1 lb) of refrigerant and perform the Drain Hose Leak Inspection Procedure (below).

2. Perform Drain Hose Leak Inspection:

(a) Use an A/C gas leak detector to

determine if refrigerant gas is leaking from the A/C drain hose.

Gas NOT present at the drain hose – Follow

Procedure for Case B, page 50.

Gas IS present at the drain hose – Follow

Procedure for Case C, page 54.

Page 62

Procedure for Case B

GAS LEAK INSPECTION FOR LOCATIONS OTHER THAN DRAIN HOSE

Equipment needed for this procedure:

(a) A/C gas leak detector NOTE: Before proceeding verify that the

customer has given prior consent and under-

stands that the A/C fault is not part of the special service. Repairs are either:

(a) Covered by Lexus Basic Warranty

Policy

(b) Charged to customer

1. Use a leak detector to determine whether the gas is leaking from the locations shown by the arrows.

Leak Found:

(a) Recover the refrigerant following

cautions and procedures in the appropriate service equipment and manuals.

NOTE: When refrigerant is recovered, compressor oil is recovered with the refrigerant. When recharging a system that has been evacuated, DO NOT reuse the old compressor oil. Measure the amount of compressor oil removed and add the same amount of NEW Toyota ND Oil 6 Compressor Oil (Part No. 88899–28040) into the system.

Page 63

Procedure for Case B

(b) Complete the repair following procedures in the

appropriate service manual. (c) Evacuate for 10 minutes. (d) Check for air tightness for 5 minutes. (e) Partially recharge system. (f) Re–check for leaks using a gas leak detector. (g) Fully re–charge system. (h) Follow “Addition of Toyota ND6AC Refrigerant Oil

Charge Procedure” as shown on page 41 of this

booklet.

No Leak Found:

(a) Recover the refrigerant following cautions and

procedures in the appropriate service equipment

and manuals. NOTE: When refrigerant is recovered, compressor oil is

recovered with the refrigerant. When recharging a system that has been evacuated, DO NOT reuse the old compressor oil. Measure the amount of compressor oil removed and add the same amount of NEW Toyota ND Oil 6 Compressor Oil (Part No. 88899–28040) into the system.

(b) Fully recharge the system. (c) Follow “Addition of Toyota ND6AC Refrigerant Oil

Charge Procedure” as shown on page 41 of this

booklet. After the system has been fully recharged and no leaks

are detected, conduct a Performance Test of the A/C System (page 52).

Page 64

Performance Testing the A/C System

Proceed with Performance Testing the A/C System after completing the Special Oil Injection Service.

1. Start the engine and maintain 1,500 RPM.

2. Set the A/C to AUTO –– MAX COOL.

3. Fully open all doors.

4. At the Under Hood Diagnostic Connector jump OP1 to E1 to maintain a stable fan speed.

5. Position one thermometer in the center duct and one thermometer near the A/C inlet. (NOT laying on the carpet.)

Page 65

SSC Completion Label Installation

1. After completing the special service and successfully performance testing the A/C system, affix an SSC completion label to the left front door hinge post near the door check.

NOTE: An SSC completion label is enclosed in the owner ’s letter. Additional labels, in sheets of 50 (P/N 00410–01917) can be ordered through the non–parts system on a 1459 order form or through the TDN system.

2. Fill out the label.

Page 66

Procedure for Case C

SPECIAL SERVICE IF REFRIGERANT VOLUME IS LOW OR EMPTY

NOTE: Before replacing parts recover the refrigerant. Always use a recovery machine when recovering the refrigerant. (Follow equipment instructions and precautions.)

EXPANSION VALVE AND LIQUID AND SUCTION TUBES INSPECTION

1. Obtain the audio system security code (if the customer has one).

NOTE: With the ignition off, the red LED on the radio will flash if the audio system has a code.

2. Clear audio system security code.

3. Record on the back of the RO the 6 AM and 12 FM preset radio stations.

4. Disconnect the negative terminal of the battery.

Page 67

Procedure for Case C

5. Pull off the Under Cover No. 2.

NOTE: The cover is held in place by three clips.

6. Remove the instrument lower panel No. 2:

(a) Remove two screws. (b) Pull off the lower panel. (Held in place with

five clips.)

7. Remove the glove compartment door:

(a) Disconnect the damper ring from the door

check arm. (b) Remove three nuts. (c) Remove the door.

8. Remove the glove compartment:

(a) Remove the screw. (b) Pull out the glove compartment.

Page 68

Procedure for Case C

9. Remove the engine ECU and ECU bracket:

(a) Disconnect the connectors from the engine ECU. (b) Remove the nut on top of the ECU bracket and

the bolt in the far back.

assembly.

10. Remove the connector bracket:

(a) Disconnect the connector from the connector

bracket.

(b) Remove the two screws and the bracket.

11. Remove the blower unit:

(a) Disconnect the connectors from the blower unit. (b) Remove the three screws and one nut, and

blower unit.

12. Remove the evaporator cover:

(a) Remove two bolts for the liquid and suction

tubes.

(b) Remove eight screws and evaporator cover.

Page 69

Proceudre for Case C

13. Remove the evaporator:

(a) Pull out the evaporator.

14. Remove the expansion valve and the liquid and suction tubes:

(a) Remove the 2 bolts using a hexagon wrench. (b) Remove the expansion valve from the

evaporator.

15. Inspect the liquid and suction tubes to determine if the spacers are gold colored (made of zinc–plated steel).

IF the spacers are gold colored, replace the tubes. IF the spacers are NOT gold covered, DO NOT

replace the tubes. NOTE: Replace all o–rings with new ones. Large

o–ring Part # 90099–14045 Small o–ring Part # 90099–14044

(a) 2 o–rings (1 large and 1 small) between the expansion valve and the evaporator.

(b) 2 o–rings (1 large and 1 small) between the expansion valve and the liquid and suction tubes.

(c) 2 o–rings (1 large and 1 small) where the liquid and suction tubes join the vehicle tubes at the engine wall. NOTE: 2 large and 2 small o–rings come with Part # 88706–33020 tube.

Page 70

Procedure for Case C

16. Apply a few drops of compressor oil to o–ring fittings for easy tightening and to prevent leaking of refrigerant gas.

17. Install a new expansion valve with tubes that do not have gold–colored spacers. Tighten to specified torque. Torque: 5.4 N–m (55 kg–cm, 48 in–lb)

18. Reinstall the evaporator and cover. Tighten liquid and suction tubes to specified torque. Torque: 8.8 N–m (100 kg–cm, 7 ft–lb)

19. Reinstall the blower unit.

20. Reinstall the connector bracket.

21. Reinstall ECU and ECU bracket.

22. Reinstall glove compartment and glove compartment door.

23. Reinstall instrument lower panel.

24. Reinstall under cover No. 2.

Page 71

Procedure for Case C

25. Reconnect negative battery terminal.

26. Reset customer preset radio stations.

27. Reset the clock to the correct time.

28. Reset audio system security code to same code that you entered in step 1. DO NOT ENTER A CODE IF CUSTOMER HAD NO CODE.

Page 72

Evacuation, Recharge, and Re–inspection

After completing the repair, perform the following procedures:

1. Evacuate A/C system for 10 minutes.

2. Check for air tightness for 5 minutes.

3. Partially recharge system.

4. Re–check for leaks using a gas leak detector.

RE–INSPECTION RESULT AND ACTION

Leak Found:

(a) Recover refrigerant. (b) Repair leaks, evacuate, and recharge.

(a) Covered by Lexus Basic Warranty Policy. (b) Charged at customer ’s expense (ensure

customer gives approval before repair).

No Leak Found:

(a) Continue to charge the A/C system until full. (b) Re–check for leaks using a gas leak detector. (If

leaks are found repeat the Evacuation, Recharge, and Re–inspection procedure.)

Page 73

Performance Testing the A/C System

Proceed with Performance Testing the A/C System after completing the repair and recharging the system.

1. Start the engine and maintain 1,500 RPM.

2. Set the A/C to AUTO –– MAX COOL.

3. Fully open all doors.

4. At the Under Hood Diagnostic Connector jump OP1 to E1 to maintain a stable fan speed.

5. Position one thermometer in the center duct and one thermometer near the A/C inlet. (NOT laying on the carpet.)

Page 74

SSC Completion Label Installation

1. After completing the special service and successfully performance testing the A/C system, affix an SSC completion label to the left front door hinge post near the door check.

NOTE: An SSC completion label is enclosed in the owner ’s letter. Additional labels, in sheets of 50 (P/N 00410–01917) can be ordered through the non–parts system on a 1459 order form or through the TDN system.

2. Fill out the label.

Page 75

ES 300 A/C System Specifications

Torque:

Expansion valve x evaporator: 5.4 N–m (55 Kg–cm, 48 in–lb) Liquid and Suction Tube x A/C unit: 9.8 N–m (100 Kg–cm, 7 ft–lb)

Refrigerant Charging Volume:

Specified amount: 950 g + 50 g (33.51 oz + 1.76 oz, 2.1 lb + 0.1 lb)