Fixing issues with a new car. Expectations?

[whiskey33]

I am a first time owner in the UK. I have purchased a new ES recently. I had some trouble with the lexus link app which i am waiting to hear back from from the dealer.

I was wondering in these cases where i get called back into the dealership to get it fixed( a 130 mile round trip), do they reimburse the fuel cost? There is then a second cost of time spent away from work.  What would be your expectations and what is your experience?

[HPS13]

Hi

Do you live close to the Cambridge Lexus dealership? You should be able to visit your nearest Lexus dealership for help. 

 

[Illogan]

• I've not bought a brand new car, (ever!), but although (most) Lexus Dealerships have a great reputation, I would be extremely surprised if they ever offered more than an apology/cup of coffee & biscuit/pot of Lexus sweets.
• They have no legal obligation to cover petrol/mileage/ancillary costs - - for that would be a legal minefield!

[scythe]

However, you could ask them to collect the car from you, and leave you a loaner.

: o )

[Linas.P]

Depends on what it is... if it is strictly on Lexus then they may cover reasonable expenses e.g. they would put 1/4 of tank for recalls in the past. Some people say it was only for fuel pressure sensor gasket as they needed at least 1/4 tank to test the repair, but I as well got it when they did airbag.

Second example was - when they sold me RC without brakes and another dealership 100miles away diagnosed it, we reached following agreement: I deliver other dealership courtesy car back to them, they drive their courtesy car to another dealership, we meet there and we swap the courtesy cars, then they take my RC and drive it back to the dealership at their own risk and expense (it had no MOT, no brakes), then when they fix it they deliver RC back to my home and pick-up their courtesy car. They delivered the RC back to me with full tank of fuel, but to be fair it had like 90% of tank when they picked it up, still they did like 300 miles total so they must have put nearly full tank in it. So covering reasonable expenses on something that is their fault is not unusual.

That said I would not expect them to cover your time out of work or any other possible expenses not directly linked to getting to the dealership. And all that is assuming that issues you are facing are strictly speaking their issue, in my case that was recall and later miss-selling. 

[Spock66]

I think it would also depend if it's actually a fault or just user error (no offence intended as these are complex beasts) and the dealer is just providing advice rather than fixing a fault.