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Lexus 1993 ES300 General Procedures

Lexus 1993 es300
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Special Service Campaign (SSC) and
Limited Service Campaign (LSC)
General Procedures
April 2005

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Summary of Contents for Lexus 1993 ES300

  • Page 1 Special Service Campaign (SSC) and Limited Service Campaign (LSC) General Procedures April 2005...

  • Page 2: Table Of Contents

    General Procedures for Lexus SSCs and LSCs PREPARING FOR AN SSC/LSC Overview......................Customer Notification ..................SSC/LSC and Customer Satisfaction ..............Identifying Affected Vehicles................Manpower and Facility Requirements..............Tools and Equipment................... Technical Training ....................Parts ........................DMS Systems ...................... Planning Your Communication Strategy ............

  • Page 3: Overview

    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.

  • Page 4: Tools And Equipment

    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.

  • Page 5: Dms Systems

    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.

  • Page 6: Calls From The Media

    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.

  • Page 7: The Service Write-Up

    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.

  • Page 8: Preparing For Delivery After Ssc/Lsc Completion

    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)

  • Page 9: Claiming Reimbursement For Special Services

    (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.

  • Page 10: Claim Preparation Instructions

    General Procedures for Lexus SSCs and LSCs Claim actual dealer cost Claim Preparation Instructions NOTE: Each sublet must be a separate entry with: • Unique invoice number • Description • Sublet Type • Dollar Amount...
  • Page 11 ES 300 Air Conditioning Expansion Valve Replacement Special Service Campaign PL1...
  • Page 12 Table of Contents OVERVIEW ..............PREPARING FOR THE SSC Determining Demand .

  • Page 13: Overview

    Lexus ES 300 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.

  • Page 14: Preparing For The Ssc Determining Demand

    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 Involved VIN Range...

  • Page 15: Tools & Equipment

    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’...

  • Page 16: Technical Training

    Lexus ES 300 © Your dealership was sent a video tape copy of repair Technical Training 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.

  • Page 17: Parts Availability

    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...

  • Page 18: Creating Menu Codes

    Lexus ES 300 TDN System The following steps must be taken to prepare your TDN system for processing the SSC claims. © Labor Operation codes were transmitted to your dealership. If you have not received these call the TDN hotline.
  • 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 © Attach part numbers to Menu Code ND1 Menu Option SC–8...

  • Page 21: Planning Your Communication Strategy

    Special Service Campaign to customers. 1. Affected Vehicles Which models are affected? The affected model is the 1992 & 1993 Lexus ES 300. How many vehicles are involved? Approximately 41,480 vehicles in the U.S. Is this a world–wide campaign? No.
  • Page 22 2 hours for replacement of the expansion valve. What should owners do? 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: Calls From The Media

    Calls from the Media We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance. The contact person is: D Art Garner, Lexus Public Relations Manager (310) 781–3282...

  • Page 24: Service Loaners

    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.

  • Page 25: Remote Area Service Plan

    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 CREATE APPOINTMENT SI–1 RESERVE PARTS SI–1 CMD 23...

  • Page 27: Write-Up

    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.

  • Page 28: Preparing For Delivery After The Ssc Completion

    Lexus ES 300 © Wash/clean each vehicle inside and out. Preparing for the Delivery After SSC © Fill the gas tank with premium unleaded fuel. This cost will Completion be charged as an SSC expense. © Notify customer of completion.

  • Page 29: Work Order Closing/Claim Submission

    Recap of Claims Submission & 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: Claiming Reimbursement For Special Services

    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.

  • Page 31: Invoicing

    Special Service Campaign INVOICING – Inspection Only Example Create Invoice SI–3 Condition Total SI–3 CMD–12...
  • Page 32 Lexus ES 300 INVOICING – Inspection Only Example Claim Information SI–3 CMD–12...
  • Page 33 Special Service Campaign INVOICING–Expansion Valve Replacement Create Invoice SI-3 © Attach reserved parts Condition Total SI-3 CMD-12...
  • Page 34 Lexus ES 300 INVOICING–Expansion Valve Replacement Example Claim Information SI-3 CMD-12...
  • Page 35 Special Service Campaign SUBLET INFORMATION–Example of Transportation Costs to Make Remote Repairs SI-3 CMD-22 Condition Total SI-3 CMD-12...
  • Page 36 Lexus ES 300 SUBLET INFORMATION–Example of Costs to Transport Vehicle to Dealership SI-3 CMD-22 Condition Total SI-3 CMD-12...
  • Page 37 Special Service Campaign WARRANTY INFORMATION SCREEN NOTE: Authorization required for expenses incurred for remote service or pickup and delivery in remote locations. REPAIR ORDER MANAGEMENT–Adding Fuel Costs CMD-22...

  • Page 38: Paper Claim Submission

    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.
  • 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.
  • 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.
  • 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: Sample Customer Letter

    Lexus ES 300...

  • Page 47: Technical Instructions

    Lexus ES 300 – Special Service Campaign Technical Instructions Table of Contents VIN LOCATION ........
  • Page 48 Check other locations. Recover the refrigerant. NO LEAK LEAK FOUND Recover the FOUND refrigerant. Replace the expansion valve or, if applicable, expansion Repair under Lexus valve and liquid tube. Recharge Warranty or charge specified at customer’s amount of expense.* Partially charge with refrigerant.

  • Page 49: Vin Location

    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.

  • Page 50: Sight Glass Inspection Of Refrigerant Volume

    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.
  • 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...
  • 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/C gas leak detector Refrigerant Charging tools and equipment 1.

  • Page 53: Procedure For Case A

    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.
  • 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.
  • 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.
  • Page 56 Procedure for Case A SPECIAL OIL INJECTION SERVICE: Proceed with the following Special Oil Injector Ser- vice only after 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.
  • 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.
  • 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.

  • Page 59: Performance Testing The A/C System

    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.

  • Page 60: Ssc Completion Label Installation

    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.

  • Page 61: Drain Hose Leak Inspection

    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/C gas leak detector Refrigerant Charging tools and equipment 1.

  • Page 62: Procedure For Case B

    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: Covered by Lexus Basic Warranty Policy Charged to customer 1. Use a leak detector to determine whether the gas is leaking from the locations shown by the arrows.
  • 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.

  • Page 64: Performance Testing The A/C System

    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.

  • Page 65: Ssc Completion Label Installation

    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.

  • Page 66: Procedure For Case C

    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.) NOTE: When refrigerant is recovered, compressor oil is recovered with the refrigerant.
  • 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.
  • 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. (c) Remove the ECU and ECU bracket as one assembly.
  • 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.
  • 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.
  • 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

    (a) Recover refrigerant. (b) Repair leaks, evacuate, and recharge. (c) Re–inspect for leaks. NOTE: Leaks are either: (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.

  • Page 73: Performance Testing The A/C System

    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.

  • Page 74: Ssc Completion Label Installation

    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.

  • Page 75: Es 300 A/C System Specifications

    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)

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