UX warranty query

[Ammu]

Hello Hive Minds 

I need some advice , my F sport UX Takumi , manufacturer warranty will end this December . 
I took my car for intermediate service today to Lexus croydon , I also asked them to look at two issue .

1) front driver  and passenger leather seats along the sides of the seats showing stretch marks 

2) The lamp assembly under the drivers door came loose and it does not slot back in 

They did the service well and returned the car very clean but I was told that it’s normal for the leather seats to show stretch marks and head office wont   look at it or consider such issues . 

The door lamp  assembly  , I was told it does not fall under manufacturers warranty and that I need to buy a new door lamp assembly as it falls under the trim exclusion 

I thought first three years warranty was comprehensive when it comes to lamp assembly etc .

Have I been given the correct advice , what do you all think ? . 
 

Thank you 

 

 

 

 

 

[ColinBarber]

28 minutes ago, Ammu said:

I thought first three years warranty was comprehensive when it comes to lamp assembly etc .

Have I been given the correct advice , what do you all think ? . 

I agree with you. The 3 year manufacturer's warranty is more comprehensive than the 'used' Relax warranty and doesn't have the exclusion for trim. I would therefore insist this is fixed under warranty unless they can prove it was caused by neglect.

As for the leather, it's a common complain, especially for perforated leather, and Lexus seem to put it down to wear and tear and a character of the natural material. I don't think it's bad enough to take it to court for not being fit for purpose.

[fourbanks]

The leather is wear and tear, not covered unless extreme. As for the lamp assembly, that should be covered as the car is takumi. Having said that, most dealers have never operated at that level of service, and are negative, so in reality that won't be covered sad to say 

[ColinBarber]

24 minutes ago, fourbanks said:

As for the lamp assembly, that should be covered as the car is takumi

Yes it should be covered. Makes no difference if it is Takumi or any other grade - the warranty is identical.

[Govanguy]

Off topic. Are these seats real leather? I have the same, F sport and ...I`m not convinced.

 

[fourbanks]

58 minutes ago, Govanguy said:

Off topic. Are these seats real leather? I have the same, F sport and ...I`m not convinced.

 

No, they're not real leather 

[ColinBarber]

8 minutes ago, fourbanks said:

No, they're not real leather 

Yes, the F Sport seats are leather. 

[Ammu]

F sport is leather . I have written a complaint to Lexus  . Not expecting anything but let’s see . 
Thank you all 

[Don C]

Good for you posting photos, it helps no end.  I personally like to see some little stretch marks in the leather, it adds a little character as long as it isn’t too bad and yours look fine to me.  My understanding of those seat is that the facings are leather but the side panels are Nulux.  The light is a mystery.  Did it fall out on its own or did something happen to make it loose.  I think it should be fixable but if you didn’t damage it then without any doubt, it should be fixed by them.  How many miles have you done?

[ColinBarber]

24 minutes ago, Don C said:

My understanding of those seat is that the facings are leather but the side panels are Nulux

There hasn’t been a F Sport UX in the UK with that combination. Either fabric and Tahara (UK name for their fake leather) or full leather. The choice depends on the year and options pack. 

[Don C]

1 minute ago, ColinBarber said:

There hasn’t been a F Sport UX in the UK with that combination. Either fabric and Tahara (UK name for their fake leather) or full leather. The choice depends on the year and options pack. 

Not what a dealer told me a couple of weeks ago but there’s nothing to say he was right 👍

[Ammu]

30 minutes ago, Don C said:

Good for you posting photos, it helps no end.  I personally like to see some little stretch marks in the leather, it adds a little character as long as it isn’t too bad and yours look fine to me.  My understanding of those seat is that the facings are leather but the side panels are Nulux.  The light is a mystery.  Did it fall out on its own or did something happen to make it loose.  I think it should be fixable but if you didn’t damage it then without any doubt, it should be fixed by them.  How many miles have you done?

Thanks Don C , the stretch marks , I understand and I am ok with it . The light , i noticed it  2 weeks ago , I actually  thought that’s the way it is , when u open door one side would slide out 😀. I was corrected by my partner who does not drive 😀 as her side the light  was flush with the panel . I have never done anything on it . 
It’s done 23,000 miles 

Thanks 

 

[ColinBarber]

5 minutes ago, Don C said:

Not what a dealer told me a couple of weeks ago but there’s nothing to say he was right 👍

Wouldn’t be the first time a dealer was wrong. They would legally have to state it wasn’t all leather if it were the case. Part of the confusion is the two parts feel different - partly because one is perforated and one isn’t but I also believe the bolsters are more heavily lacquered for extra wear protection which gives it a less natural feel. 

[Ammu]

7 minutes ago, ColinBarber said:

Wouldn’t be the first time a dealer was wrong. They would legally have to state it wasn’t all leather if it were the case. Part of the confusion is the two parts feel different - partly because one is perforated and one isn’t but I also believe the bolsters are more heavily lacquered for extra wear protection which gives it a less natural feel. 

I am new to Lexus , I have always used BMW , last one I used for 12 years not a single stretch mark or sign of wear on the leather  I hated the poor customer service at BMW service , moved to Lexus as I was told by many they are exceptional . I never felt anything exceptional except at Lexus  , the dealership was clean and less crowded , and were good at welcoming and selling car . Oh , car is exceptional and I love it . 
 

[ColinBarber]

Lexus customer service being above the rest is now a myth, and certainly not what is was 10+ years ago. Having said that it is very much dealer dependent, even down to the individual you deal with. 
 

The cars are very reliable though, so you don’t actually interact with your dealer or Lexus head office very often. The service experience is very straightforward - the work is done and you pay the quoted price, no extra charges because of x number of problems found. 

[rayaans]

2 hours ago, Ammu said:

I am new to Lexus , I have always used BMW , last one I used for 12 years not a single stretch mark or sign of wear on the leather  I hated the poor customer service at BMW service , moved to Lexus as I was told by many they are exceptional . I never felt anything exceptional except at Lexus  , the dealership was clean and less crowded , and were good at welcoming and selling car . Oh , car is exceptional and I love it . 
 

The leather marks look entirely normal. They're much softer than BMW leather hence they stretch more especially if you've been having the BMW Dakota / vernasca leather which is processed to the point of almost being vinyl

The faux leather on Lexus is more hard-wearing in my opinion compared to the normal leather

[Gary H]

I have to say that looks like reasonably normal wear and tear to me, for a three year old car. My own 2020 UX has similar marks in similar places on the front seats. Obviously I don't know the mileage on yours, but mine is currently sitting on 25,600. 

I also have a crease mark on the passenger seat nearside bolster. 

I've attached some pictures for your reference. 

[Ammu]

1 minute ago, Gary H said:

I have to say that looks like reasonably normal wear and tear to me, for a three year old car. My own 2020 UX has similar marks in similar places on the front seats. Obviously I don't know the mileage on yours, but mine is currently sitting on 25,600. 

I also have a crease mark on the passenger seat nearside bolster. 

I've attached some pictures for your reference. 

Hi Gary 

Thanks for reassuring . That is very similar to what I have on mine . My car has done 23000 miles . 2.5 years old . Thanks 

an update all  : after I made a complaint yesterday , Lexus has offered to look at the door lamp situation . Glad they are addressing it , but I wish I dint had to make a complaint to  get this far . 
 

[ALAW]

The Light should definitely come under the manufacturers 3 year warranty as pointed out above. The leather i would put down to wear and tear and yes it is leather.

[Gary H]

No problem, @Ammu ! I'm glad it's something I can compare more or less directly given we both have UX's with the same leather (barring colour) of similar age!

Indeed. I wouldn't worry about the leather. I'm pretty fussy with my car when it comes to keeping it looking and feeling as 'new' as possible. It's a shame leather does get the odd mark on it but sadly that's just the nature of the material. This is my fourth car with full leather and all three of them started to develop similar marks in similar places after around 18 months/two years. It's something that I personally consider to be normal wear and tear. Now, if I saw marks of this nature on my seats or indeed yours after a matter of only a few weeks or months - then I'd be more inclined to bring it up with the dealer. 

However as what Brent says above, the light should certainly come under the three year warranty. Unless there's obvious accidental damage e.t.c, I don't understand why that shouldn't be covered. 

[Ammu]

47 minutes ago, Gary H said:

No problem, @Ammu ! I'm glad it's something I can compare more or less directly given we both have UX's with the same leather (barring colour) of similar age!

Indeed. I wouldn't worry about the leather. I'm pretty fussy with my car when it comes to keeping it looking and feeling as 'new' as possible. It's a shame leather does get the odd mark on it but sadly that's just the nature of the material. This is my fourth car with full leather and all three of them started to develop similar marks in similar places after around 18 months/two years. It's something that I personally consider to be normal wear and tear. Now, if I saw marks of this nature on my seats or indeed yours after a matter of only a few weeks or months - then I'd be more inclined to bring it up with the dealer. 

However as what Brent says above, the light should certainly come under the three year warranty. Unless there's obvious accidental damage e.t.c, I don't understand why that shouldn't be covered. 

Thank you for your detailed response . 

[Ammu]

Hi All 

Jemca has come back to me after I emailed them . They are going to look at the light and hopefully fix it on 21st 

Thank you all