As expected, complete bulls@&t reply from a useless customer service rep. Very disappointing but no surprise really given @mrfunex previous result.
Thank you for your comprehensive feedback on the dashboard trim concern of your Lexus GS. The team at Lexus Bristol has been most supportive in providing the detailed photographic evidence we required to enable us to present to our Product Technical Team.
Unfortunately our findings are not in favour of a common manufacturing defect concern. The information link regarding the conversation on an owners club makes mention of a couple of cases, and if we were to google the topic we may find some more conversations, however nowhere in the global Lexus technical databases have cases been reported via the Lexus Network to classify the issue as well documented and therefore a common concern.
After careful analysis of the pictures provided, the Product Technical team have come to the conclusion that at some point in the vehicle's life it has been cleaned with an aggressive cleaner (and it is not suggested that it was negligence but perhaps a standard operating procedure at a commercial car wash facility) or perhaps some type of air freshener has leaked onto the parts accidentally. As multiple parts have been affected in the same car this would indicate an event applicable to this one vehicle - a manufacturing defect would have had an impact on 100's/1000's of vehicles on that same production line, and we would have definitely seen an impact on Lexus Centres' technical cases raised over the years.
There is mention that some vehicles in the group chat may have had parts replaced under warranty before, which could have been the case on vehicles under manufacturer warranty where the benefit of the doubt would be given and where the Lexus Centres would have taken the initiative of the work to be done under warranty cover, but if the problem was to persist past the manufacturing warranty period, it would be more likely to be covered via a Centre's internal goodwill contribution scheme which is something the Centre could discuss with you directly.
In this instance where the vehicle has passed the manufacturer's warranty, the route cause of the problem is less likely to be a manufacturing defect and more likely therefore the result of an outside influence, and will therefore be unable to support a special grant to cover the cost of having the repairs done.
We are very grateful to you for maintaining your vehicle as per the recommended schedule, and we are appreciative of your continued support of the brand and especially the continuous support of the Lexus Dealer Network.
I hope the information has been helpful,
Thank you for taking the time to reach out to Lexus UK.
Kind regards
Liezl Dodkins
Lexus Customer Relations Case Manager
Toyota (GB) PLC - Lexus Division
Distributor of vehicles, parts and accessories for the UK
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