Lexus disaster

[BillSt]

Just for everyone’s info in the UK, this is all you can rely upon from Lexus UK.

No agents available, try help Centre, Repeat.

[BillSt]

I have found Lexus UK customer relations email address - cr@lexus.co.uk

Have emailed them with full details including mention of this site and discussion being the only help I have been getting.

I will keep you informed ….

[BillSt]

2 minutes ago, BillSt said:

I have found Lexus UK customer relations email address - cr@lexus.co.uk

Have emailed them with full details including mention of this site and discussion being the only help I have been getting.

I will keep you informed ….

Might have guessed - only a machine available:

 

Thank you for contacting Lexus UK Head Office.

This is an automated response, sent to you whilst we review your query. Most of the time the fastest way to get your questions answered is by talking to your local Lexus Centre. Therefore, if you are looking for help with your vehicle, such as booking a service or repair (including body repair), or if you have questions about Parts or Accessories (including compatibility), the best people to help you are the team of trained experts at your local Lexus Centre. Similarly, if you are interested in buying a new or used Lexus, the Sales team at your local Centre can help find the perfect car for you - whether you’re a private or business customer.

To find your nearest Centre, please tap the following link http://www.lexus.co.uk/forms/find-a-centre

If you would like to talk to us straight away, you can tap the Live Chat icon whenever you see it on any of the pages on our website. Otherwise one of our team will follow-up with you soon to assist you and make sure you get all the answers you need.

Finally, thank you once again for taking the time to contact Lexus.

  

Customer Support

Lexus UK

Needless to say, the Live Chat just goes into the recursive No agents available.

[Steve]

remember the day when customer support used to be really good

[BillSt]

2 minutes ago, Steve said:

remember the day when customer support used to be really good

That was part of the reason that I spent £80,000 on Lexus. That day Lexus had an excellent reputation for support, reliability and safety.

[BillSt]

Finally a reply from Facebook

Morning Joe, thanks for getting in touch. We can see that you have CASE2105**** active with our Customer Relations team who are currently liaising with our Technical Support Specialists. The Customer Relations team will be in touch as soon as they have an update to share with you. Thanks

Just hope the Tech Support Specialists can come up with something in time that will get me off this ferry 🙂 

[dutchie01]

18 hours ago, Harrier Man said:

if the car won't start after installing a 12v battery, then touch the Lexus emblem side of the key fob to the power switch to start the car and wait for the buzzer to sound. The manual also recommends that if you have a jump start, keep the second vehicle connected for about 5 minutes and during that time open and close any of the doors with the power switch OFF and then turn the power switch to ON and wait for the Ready indicator to come on.

What a load of total rubbish. Does it also mention that you have to dance around the car 5 times at full moon whilst holding a burning candle in both hands? I do think it is a disgrace that a major manufacturer leaves you standing like that. I have read on numerous occasions that 12v batteries are a real issue in todays cars with more electronics than a space shuttle. They. Go. Dead. When parked at the airport for 2 wks, when only driving short city trips etc. So WHY is this not expected and a solution at hand? WHY does Lexus European assistance sends you the local batteryman not knowing what to do? This is the lack of service expected from a Chinese BEV producer but Lexus? I would collect all expenses you made including loss of time and write to the m/d of Lexus UK his name is Chris Hayes contact details to be found at LinkedIn.    

[BillSt]

OK they have just come up with a security code, will now see crew and see if I can get access to test.

Will report back ….

[Scotlex]

48 minutes ago, BillSt said:

OK they have just come up with a security code, will now see crew and see if I can get access to test.

Will report back ….

At least you are making progress 😀

[BillSt]

No - the code they gave me did not work.

Will try Facebook again

[BillSt]

Have now had a useful email from Lexus U.K. case manager with some very useful new data that is being sent out to dealers and help centres.

Two things - the safety code is in lower case unlike the Facebook reply.

secondly the manual levers must be pulled twice within one second!

I am quite certain my very upset disabled wife would struggle to do that. Another safety issue. …

i have asked permission to copy the full document here - we all need to see it.

one critical  part I copy now.

 

[Al D-Much]

WOW with all the "horror" stories coming out about the new NX, it seems to be a right bag of S**T compared to the previous model.
The one and only time my impatience paid off. bought a facelift model new in 2020, 4 years of totally trouble free motoring so far.

[dutchie01]

5 hours ago, BillSt said:

Have now had a useful email from Lexus U.K. case manager with some very useful new data that is being sent out to dealers and help centres.

Two things - the safety code is in lower case unlike the Facebook reply.

secondly the manual levers must be pulled twice within one second!

I am quite certain my very upset disabled wife would struggle to do that. Another safety issue. …

i have asked permission to copy the full document here - we all need to see it.

one critical  part I copy now.

 

I could be misunderstanding this but lets have a theoretical accident where the 12v Battery is disconnected and the fuel tanker that hit you is about to engulf your car in flames. How do you get out?

[BillSt]

1 hour ago, dutchie01 said:

I could be misunderstanding this but lets have a theoretical accident where the 12v battery is disconnected and the fuel tanker that hit you is about to engulf your car in flames. How do you get out?

And how would anyone get in to help you with double glazed windows that do not smash.

[Tickedon]

15 hours ago, BillSt said:

And how would anyone get in to help you with double glazed windows that do not smash.

There’s a manual physical lever on the outside of the car as well. Car should unlock in an accident (theoretically). 

[Harrier Man]

On 6/26/2024 at 2:08 PM, BillSt said:

Have now had a useful email from Lexus U.K. case manager with some very useful new data that is being sent out to dealers and help centres.

Two things - the safety code is in lower case unlike the Facebook reply.

secondly the manual levers must be pulled twice within one second!

I am quite certain my very upset disabled wife would struggle to do that. Another safety issue. …

i have asked permission to copy the full document here - we all need to see it.

one critical  part I copy now.

 

I didn't mention the 'one second' rule in my first post because I quoted the manual that states the power switch should be OFF and when it is OFF, my understanding is that the one second rule doesn't apply (although I admit that I haven't physically tested this). The manual (p732) explains as follows: "To prevent a door from being opened accidentally, when the power switch is in ON, after an inside manual release handle is operated once, operation will automatically be disabled after approximately 1 second". My view is that the designers designed it this way in case a child inadvertently opened the door when the car is moving by pulling on the latch.

To that end, I think the design is fair enough. However, unfamiliar passengers do get confused, especially when I'm just dropping them off (hence, the power switch is still ON, I'm in Park), as they do the natural thing, pull the handle to open the door. Unless they quickly, with one second, make a second attempt - they can't get out!

I'm not defending the system, the push button operation with emergency manual release is just an unnecessary over-engineered complication that confuses and frustrates people. Lexus make a big play of how readily to hand the switch gear falls (good ergonomics) but then fail with the door opening (and the multimedia system - bring back knobs, buttons and switches I say - but that's another story).

[Pm4]

Respect Bill, considering your nightmare you are coping exceptionally well (I hope) I would have had a nervous breakdown, wishing you all the best of luck. 

This following link does not help you now but is an interesting subject for anyone to read, finally some common sense may being used.

https://www.linkedin.com/posts/euro-ncap_bringbackbuttons-ncap-euroncap-activity-7209880275189657601-LV_5?utm_source=share&utm_medium=member_android

[BillSt]

Lexus U.K. told me that they set the code to their head office post code for all cars imported to U.K. Provided it had not been changed then that should solve the problem. In my case it did not….

I have no means of changing the code (unlike those with USA apps)

After getting to the dealer who sold me the car, it took just a few minutes to fix it with a 4 digit numerical pin. Very different from a postcode or normal password.

i can only deduce that the dealer had changed the code so only he could fully service the car.

It would seem prudent that we should all demand knowledge of any hidden codes before we accept delivery. And that anyone who does not currently have the security code should demand a copy from your dealer ….

No explanation was available for the inability to give me my code when I asked them for help.

[Scotlex]

Hopefully no more problems for you.

[BillSt]

12 minutes ago, Scotlex said:

Hopefully no more problems for you.

I will now carry a Battery in the front cabin and attempt to find a warning device for low Battery. 

[BillSt]

10 hours ago, Pm4 said:

Respect Bill, considering your nightmare you are coping exceptionally well (I hope) I would have had a nervous breakdown, wishing you all the best of luck. 

This following link does not help you now but is an interesting subject for anyone to read, finally some common sense may being used.

https://www.linkedin.com/posts/euro-ncap_bringbackbuttons-ncap-euroncap-activity-7209880275189657601-LV_5?utm_source=share&utm_medium=member_android

Thank you! Now in my U.K. home.

The only thing that kept me sane was the support and help I received from members here and in ClubLexus.

Could I give a very heartfelt thankyou to everyone who has contributed.

It probably will be a few days before I am fully recovered and will post again with some suggestions and feelings about Lexus.

It should be studied by anyone thinking about buying a new Lexus.

While it has been felt a disaster, I must admit that the Lexus safety features, those that were working, are probably largely responsible for my being able to get home. However I would not wish this experience on anyone.

[RONNIE W HODGEKINSON]

On 6/25/2024 at 3:33 PM, Spock66 said:

I think the reality is we have put too much tech into cars and made them completely dependent on it, which becomes an Achilles heel if something goes wrong.

True across all makes not just Lexus.

Very true Andrew  Spot On..!!

[Malc1]

3 minutes ago, RONNIE W HODGEKINSON said:

Very true Andrew  Spot On..!!

possibly one of the reasons Ls400s are fetching brilliant money right now  ..  wonderful Lexus cars that have stood the test of time, decades,  and with present owners, generally well maintained and capable of a million miles and with potentially ZERO electronic glitches that would make the driver and passengers that terrible  HOSTAGE at those challenging electronically grievous moments of modern cars, especially LEXUS it might seem 

 

Bill, I think I'd have tipped the car into the " drink " at the earliest opportunity departing your ferry ...  sans pax of course ....  and claimed for the write-off under insurance 😇

Malc

[johnboyslim]

Hi all I'm new to the club and this is my first post . This awful situation is worrying to say the least , I have a new 350h and am about to pack all our luggage into the car including top box , we are in the Isle of Skye so don't fancy a flat Battery. I'm going to start the car as I pack which should prevent this happening.

Hope you have success bill . 

[Malc1]

44 minutes ago, johnboyslim said:

Hi all I'm new to the club and this is my first post . This awful situation is worrying to say the least , I have a new 350h and am about to pack all our luggage into the car including top box , we are in the Isle of Skye so don't fancy a flat battery. I'm going to start the car as I pack which should prevent this happening.

Hope you have success bill . 

Welcome to the Forum John 

Beautiful Isle of Skye except I’m reading it’s wet wet wet for you sadly right now ……. the “ new” bridge is good with no necessary ferry these days to get across to mainland Scotland ………. Enjoy the trip in your new Lexus ….. fingers xd you’ll never have these similar issues to contend with ……

Enjoy 

Malc