voyager15

Sometimes it is hard for a company to give the service a customer deserves. Sometimes, it is hard because we might not be trained or have the technical knowledge to serve our customers better. Sometimes, it could be just plain apathy to our clients needs or even laziness as, to go for a big fix is easier than to go for a simpler, more cost effective solution that may or may not fix the problem. Sometimes it could be due to the fact that we know about the problem, know the simple solution (and more cost effective for our customer) but we are driven by a need to make a bigger profit. I will let you decide which sometimes Lexus UK and Lexus Reading applied to my brothers vehicles Hybrid problem. The following is a story told to me by my brother over many months of him asking for a solution to a problem with his Lexus 600 car that he uses to ferry his chauffeur customers around in. Its a tale of a customer that is not easy to deal with as he, like all of us, gets emotional when he thinks he is being asked to pay over the top for a situation that should be covered by a guarantee or in his case a problem that is known to the manufacturer and their many service centres across the world. Sometime last year my brother had a small accident where another car rear ended his car a couple of weeks after the repair his HYBRID broke down coincidence? Perhaps he approached his insurance company and was adamant that the hybrid broke down as a result of the accident the car was taken to a hybrid specialist within Lexus Reading the management system indicated there was a fault and Lexus reading said along with the insurance assessor that the hybrid was faulty and had nothing to do with the accident and that it would cost around £4,000 to replace various parts and they recommend a gear box change too. Of course, this was disappointing to my brother and he then took it to a number of Hybrid specialist to ascertain the truth, some of them claimed that they knew Lexus vehicles inside out and all of them came up with the same answer replace the gearbox and all would be well. Lots of arguments ensued, tempers got frayed but eventually (after 6 months or more) my brother found the solution via a forum thread with a guy in the same situation to paraphrase the thread, this chap had gone through the same issues was unprepared to pay the cost of repair that a garage wanted again around £4,000 so undertook to investigate and repair it himself. The repair involved draining the gearbox oil, taking is apart in situ and finding that the ball bearings had worn, he found replacement ball bearings for about £14.00 fitted the ball bearings, put everything back together and after 4-5 hours of labour started his engine and the Hybrid fault had disappeared. Having read this thread, my brother decided to go the same route, although he was wise enough to employ a mechanic to carry out the work 5 hours labour and £14.00 for parts was worth the risk. So off to Motolube in Maidenhead for a chat they agreed with the diagnosis, agreed to give it a go and lo and behold the problem is now fixed, it was indeed the bearings the cost? Just over a £1,000 that is a net saving of £1,500 including taking the car to various hybrid specialists. The car is now running perfectly, has the hybrid intact and is saving fuel costs too which is why the car was bought in the first place. My brother is in a better place and we can now talk to him about the car and he wont bite our heads off a good end result for everyone concerned. The takeaway from this is twofold if you are a customer get a second opinion, even from people that have gone through what you are going through search the internet its a wonderful resource, do not take initial advice from your service provider as gospel If you are a supplier do EVERYTHING you can to save your customer extra expense if there is a better, more cost effective solution advise your client keep up to date with current trends, keep up to date with your professional knowledge it is not rocket science give your customer the service they deserve and you will benefit from good testimonials and at the end of the day add to your bottom line just like Motolube did.

Hi Steve thanks for the info. I think Lexus have been very bad as a dealer and repairer. They really could not tell me the exact problem. So without Giles input I would be screwd.

Hi all my name is Bruce Palmer I own a Lexys 600 LH 16 months ago I lost all hybrid drive, I have been looking for a solution all this time. After seeing Giles' blog on here on how he fixed his pump by changing the bearings. I have now fixed my problem in the same way. My car is now working perfectly. A massive thankyou to Giles and the forum without which I would still be searching for a solution. Or having been told by Lexus reading that I needed a new gearbox at a cost of over £6000.00. Now fully repaired by Motolube of Hawthorn Hill (Andy) At a cost of £700.00. Anyone else having problems with their Hybrid drive. It is a small fix if the pump is seized. Code P 2797 Lexus UK said in every case it has required a new Gearbox. Once again thanks to Giles and Andy

Hi Giles any chance you could call me on +441628673344. Not sure where you are in the country.Your post on the bearings is very interesting to me ,as i have been battling with the insurance company ever since i was crashed into. The Auxillary pump has not worked Kr Buce