complaint against lexus

[aly-g]

As i have said before, customer service in the uk is rubbish mostly, not just the motor industry , you would not be treated like that on the other side of the big pond.

Allan

[rayaans]

On 16/07/2016 at 0:03 AM, aly-g said:

As i have said before, customer service in the uk is rubbish mostly, not just the motor industry , you would not be treated like that on the other side of the big pond.

Allan

That's not true. Somehow the engineer decided it was within their tolerances. 

If the same happened in th US the car would either be left outside the dealer or would attract the same outcome

[PCM]

Have to say ... I've had some brilliant customer service from Lexus and others too.

Bad service for me has been very much the unusual.

 

[aly-g]

I did say rubbish 'mostly' and was not saying Lexus dealers are all bad but there are some as can be backed up with certain posts on this forum, there must be other members of this forum who have had bad experiences with independent motor repairers or is it just me ?, one independent wanted to charge me £ 2400.00 to supply and fit a new air con compressor and condenser ! I had the job done for £ 900.00 at a professional air con specialist , also when i had  problems with my bmw 328i getting water in the oil, the garage that serviced my car did not even want to diagnose the problem, another garage wanted to charge me £2000.00 to take the cylinder head off skim then refit with no warranty on the work afterwards.... turns out it was a cracked oil filter housing which is water cooled...  less than a £100.00 to fix !!!! these are just two examples of bad service ,i could give you more, but then it could just be i'm unlucky !

Allan

[rayaans]

On 20/07/2016 at 9:42 AM, aly-g said:

I did say rubbish 'mostly' and was not saying Lexus dealers are all bad but there are some as can be backed up with certain posts on this forum, there must be other members of this forum who have had bad experiences with independent motor repairers or is it just me ?, one independent wanted to charge me £ 2400.00 to supply and fit a new air con compressor and condenser ! I had the job done for £ 900.00 at a professional air con specialist , also when i had  problems with my bmw 328i getting water in the oil, the garage that serviced my car did not even want to diagnose the problem, another garage wanted to charge me £2000.00 to take the cylinder head off skim then refit with no warranty on the work afterwards.... turns out it was a cracked oil filter housing which is water cooled...  less than a £100.00 to fix !!!! these are just two examples of bad service ,i could give you more, but then it could just be i'm unlucky !

Allan

Yeah but everyone usually comes to forums to ask advice or when they have a problem. 

Therefore it misrepresents how many issues there are. There's about 300 RCs on the road, only 1 I've heard with this problem

[Linas.P]

On 7/23/2016 at 3:00 PM, rayaans said:

Yeah but everyone usually comes to forums to ask advice or when they have a problem. 

Therefore it misrepresents how many issues there are. There's about 300 RCs on the road, only 1 I've heard with this problem

I completely agree.. it is actually surprising when comparing with other forums - how few and how small problems Lexus has... except of maybe IS220d.. which should be purchased back by Lexus and scrapped, so that history will never remember such failure.

What is surprising is that Lexus did nothing to find nice way out of this situation and pretty much allowed the case to accelerate until customer ultimately left. Just shocking.. 

[para999]

well thought I would drop by to let you know how things are.i had to get rid of the RC and of course I lost a fair bit of money on it. I was passing a lexus dealership, as my last job was working for the AA,. and I had a look at a new RC parked in the showroom  I paid special attention to the door seal and surprise surprise the door seal has been modified. all I can describe it as is the bottom section of the seal where it meets the bottom of door now had a piece built out making a better seal with the window glass.you know the spot I was complaining about where the wind noise traffic noise was coming from. furthermore after doing a google search it seems it wasn't only me complaining.well you can imagine how I felt after seeing the car in the showroom, to put it mildly I was bloody fuming.and after all the cars I have bought audi TT, and RS Porsche and the list goes on I have never been treated that way by a manufacturer before.

I went back to autocar that did the article on my problem and they said unfortunately, as it's been 2 years now they can't help.so apart from me suing lexus, which I can't do, I have to bite the bullet.i could also write to lexus directly but once again after the fiasco before that would also be a waste of time.

[dutchie01]

What a sad sad  story, and all so not necessary.  You seem satisfied with the support the dealer gave you and  lay the blame at Lexus UK.  

I would turn that around fully. I think it is your dealer that is asleep and not willing to do that little extra. Lexus judged that all was within their tolerances so nothing wrong with the car is what they said. But it should not stop there. There is always a commercial solution possible if technical rejects a claim. Why did your dealer not offer to rectify the problem, why not even try and if that did not work offer you a new IS /GS or whatever they have standing in their stocks and want to shift at extra discount?

Anyhow, it is all too late now hope you are satisfied with Audi but i would point my finger at your dealer, not the importer.  

[para999]

thankyou for your reply.yes it was a difficult situation at the time.the dealership did try and pad out the seal and it fact it was the dealer principle that pointed out the gap by using a credit card. they were happy to continue up until lexus said that if any modifications were done they would invalidate the whole guarantee on the car.as the specs show there wasn't a fault.as I say obviously quite a few people must have complained about this fault before they decided to look further into it. and the sheer fact they modified the seal proves they realised there was a problem.i understand what you say about the dealership and perhaps at the time they should have offered another alternative but I was hoping that the article in autocar would have made a difference bad publicity and all that.but no, in fact the reply in the mag said firmly there wasn't a problem as the door was in the manufacturing tollerances.i suppose it was partly my fault in that I should have insisted on a different vehicle but not another RC but I was so taken aback that a luxury brand was not prepared to send someone to look at it (which they have done before). still as we both agree it's too late now.

p.s I'm not talking about someone from japan I'm sure they have technicians in the u.k possibly from the technical centre in MK

[rayaans]

3 hours ago, para999 said:

thankyou for your reply.yes it was a difficult situation at the time.the dealership did try and pad out the seal and it fact it was the dealer principle that pointed out the gap by using a credit card. they were happy to continue up until lexus said that if any modifications were done they would invalidate the whole guarantee on the car.as the specs show there wasn't a fault.as I say obviously quite a few people must have complained about this fault before they decided to look further into it. and the sheer fact they modified the seal proves they realised there was a problem.i understand what you say about the dealership and perhaps at the time they should have offered another alternative but I was hoping that the article in autocar would have made a difference bad publicity and all that.but no, in fact the reply in the mag said firmly there wasn't a problem as the door was in the manufacturing tollerances.i suppose it was partly my fault in that I should have insisted on a different vehicle but not another RC but I was so taken aback that a luxury brand was not prepared to send someone to look at it (which they have done before). still as we both agree it's too late now.

p.s I'm not talking about someone from japan I'm sure they have technicians in the u.k possibly from the technical centre in MK

Well atleast the whole thing is behind you now. I recall you went for something from the Audi stable, how's that been?

[para999]

yes I went for an S3 the second one I owned nice fast car.but I don't tend to keep my cars long so at the moment I'm running an A class Mercedes.  a nice car not as quick as the S3 but age is catching up and I no longer want/need a fast car.the new system for taxation having to pay an extra £310 per year for the first 5 years on top of the £120 certainly has narrowed the choice down and I'm sure it will have hit the sales figures of some brands,especially lexus.

[First_Lexus]

Having read this thread for the first time today, all I can say is that it's a sorry story. My assumption is that Lexus wouldn't 'do' anything to help you as they were sure that there wasn't a manufacturing fault i.e. your car was within their tolerances. Bad design perhaps, but not a fault as such. I agree with others that the dealer could have done more to keep you satisfied after such a large purchase - a replacement car of another type wouldn't have cost them that much, and could have retained you as a customer for years to come. I've been LED to believe that repeat customers are in a better position with this sort of thing as dealers and manufacturers are more certain that you will return to them - that certainly seemed to work with me and Honda...well, until I abandoned them for Lexus last year!

Having had experience with some issues with new cars over the years, and having had an issue with my NX, I can say that from my experience Lexus UK and the dealer went above and beyond to resolve my issue. Yes, there were some 'sticky' moments early on but discussions were always constructive and polite. My worst experience was with VW, who frankly couldn't care less once you've made the mistake of buying one of their poorly manufactured vehicles.

Regarding getting stories in the media, I was once told - by a dealer - that they absolutely didn't care about such stories as the impact was very short-lived. It would appear that in this case it didn't bother Lexus, that's for sure. Where it gets more interesting is if you have a friend who is actually a journalist for a major newspaper...