-->> my Lexus ISF has been in for 1 service appointment 74 days! <<---
12-20-11, 10:54 AM
#1
Lexus Test Driver
Thread Starter
-->> my Lexus ISF has been in for 1 service appointment 74 days! <<---
Is this reasonable? I brought my Lexus ISF in to the dealer (under warranty) for an engine noise, a knocking sound that has been heard in a small number of other ISFs at idle. I have already brought the car in 2 other times, the first was 3 days with no fix (although problem was video documented). The second time they had the car for 21 days, this time they changed a fuel system part, it didn't fix the problem. Now the third time, my car was dropped off on Oct 7th, and I STILL do not have it back (74 days). 98 days total.
My car has been at the dealer for over 1/4 of a year to have the engine fixed.
They are currently rebuilding the cars engine. Problem was failing valve springs (sound familiar?) but they disassembled the entire motor to diagnose.
I have run out of patience. What kind of customer service is this? I'm pretty sure the entire car was built in a week.
In my opinion, the dealer should be replacing, not rebuilding if they cannot complete in a timely fashion. The decision to rebuild was made by the Lexus Corporate District Manager that releases parts. They determined to rebuild rather than replace.
What are your thoughts? Is this good customer care? Is this what you expect from Lexus (or ANY manufacturer?)
My car has been at the dealer for over 1/4 of a year to have the engine fixed.
They are currently rebuilding the cars engine. Problem was failing valve springs (sound familiar?) but they disassembled the entire motor to diagnose.
I have run out of patience. What kind of customer service is this? I'm pretty sure the entire car was built in a week.
In my opinion, the dealer should be replacing, not rebuilding if they cannot complete in a timely fashion. The decision to rebuild was made by the Lexus Corporate District Manager that releases parts. They determined to rebuild rather than replace.
What are your thoughts? Is this good customer care? Is this what you expect from Lexus (or ANY manufacturer?)
12-20-11, 11:10 AM
#2
How long have they been rebuilding the engine? 74 days is a LONG time if that's what they have been doing the whole time. I'm guessing since your car is a 2008 that's the only reason why they didn't lemon law it when you brought it in the 3rd time. I would be pretty upset if my car spend 98 days of the year at the dealer. Actually i would have sold it...lol
I hope they at least provided you with a loaner car for these 98 days...it seems like Lexus corporate is taking care of you but the dealership maybe lagging on the repairs.
I hope they at least provided you with a loaner car for these 98 days...it seems like Lexus corporate is taking care of you but the dealership maybe lagging on the repairs.
12-20-11, 11:22 AM
#3
Lexus Test Driver
Thread Starter
Every step has been drawn out. It took weeks for the diagnostic, measuring parts, checking to spec. It took weeks for a field tech to come and look. It took weeks to get parts (often the wrong part ordered and reordering), it is taking weeks to assemble. I am pursuing a buyback. Corporate DOES NOT communicate well. Through the mail only, no phone numbers or email address provided. They are slow to respond and do not include the owner in any part of the decision. Horrible customer service on all fronts.
12-20-11, 11:24 AM
#5
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Every step has been drawn out. It took weeks for the diagnostic, measuring parts, checking to spec. It took weeks for a field tech to come and look. It took weeks to get parts (often the wrong part ordered and reordering), it is taking weeks to assemble. I am pursuing a buyback. Corporate DOES NOT communicate well. Through the mail only, no phone numbers or email address provided. They are slow to respond and do not include the owner in any part of the decision. Horrible customer service on all fronts.
12-20-11, 11:28 AM
#7
Lexus Test Driver
Thread Starter
Lexus is a marketing machine, with little care of actually customer satisfaction in my experience.
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12-20-11, 11:32 AM
#8
Paid cash for the car. No go.
Those contacts get you no where. You get an operator with a pretty voice that talks nicely to you, but really knows nothing. They take notes and save the record of your call. I've even had them tell me they would have a supervisor call me back and it never happens. I call back and they pulled the notes from the last call, not a mention of a request for a supervisor to call and the "notes" were not even close to what I explained to them. Their customer service is a joke. All they try to do is make you THINK someone is listening to you, in reality they are just a pretty voice (did I mentioned that EVERY customer service rep is a young woman?).
Lexus is a marketing machine, with little care of actually customer satisfaction in my experience.
Those contacts get you no where. You get an operator with a pretty voice that talks nicely to you, but really knows nothing. They take notes and save the record of your call. I've even had them tell me they would have a supervisor call me back and it never happens. I call back and they pulled the notes from the last call, not a mention of a request for a supervisor to call and the "notes" were not even close to what I explained to them. Their customer service is a joke. All they try to do is make you THINK someone is listening to you, in reality they are just a pretty voice (did I mentioned that EVERY customer service rep is a young woman?).
Lexus is a marketing machine, with little care of actually customer satisfaction in my experience.
12-20-11, 11:42 AM
#9
Lexus Test Driver
Thread Starter
Purchasing the car is a contract to give up your rights and follow what it written in the warranty. The warranty stipulates that you first: deal with customer service, Second: arbitration, Third (last) go to trial.
I'm at 98 days and only on step 1.
I am waiting for the car to be back in my hands (repaired) before hiring an attorney. To much they can do to sabotage my case while the car is with them. People stop being "friendly" once lawyers are hired.
I'm at 98 days and only on step 1.
I am waiting for the car to be back in my hands (repaired) before hiring an attorney. To much they can do to sabotage my case while the car is with them. People stop being "friendly" once lawyers are hired.
12-20-11, 11:46 AM
#10
Purchasing the car is a contract to give up your rights and follow what it written in the warranty. The warranty stipulates that you first: deal with customer service, Second: arbitration, Third (last) go to trial.
I'm at 98 days and only on step 1.
I am waiting for the car to be back in my hands (repaired) before hiring an attorney. To much they can do to sabotage my case while the car is with them. People stop being "friendly" once lawyers are hired.
I'm at 98 days and only on step 1.
I am waiting for the car to be back in my hands (repaired) before hiring an attorney. To much they can do to sabotage my case while the car is with them. People stop being "friendly" once lawyers are hired.
True but 3 repair visits on the same problem is a slam dunk.
I wouldn't want the car back even if it's repaired.
Get an Lemon Law attorney and you'll never see court and I think you'll win quickly.
Wait,it's an '08 which can change things.I thought it was new or newer.
12-20-11, 11:49 AM
#11
Lexus Test Driver
Thread Starter
Lemon Law is very specific. It must occur in the first 18 months or 18,000 miles. My first engine complaint was at 20,000 and I'm not sure the months. However I can dig deeper and see if my alignment problems (pull to right) or the squealing brake problems (both attempted to fix many times) qualify as they were earlier problems.
12-20-11, 11:50 AM
#12
Lemon Law is very specific. It must occur in the first 18 months or 18,000 miles. My first engine complaint was at 20,000 and I'm not sure the months. However I can dig deeper and see if my alignment problems (pull to right) or the squealing brake problems (both attempted to fix many times) qualify as they were earlier problems.
Yeah,I edited my post above.
I didn't see the car was an '08.
That changes things.
12-20-11, 12:05 PM
#14
If I were you I would try calling (800)25-Lexus, if anything ask for Michael Ludwig. I worked with him and he was great! Or just send them a tweet and they should help. I think you should see some free services at the least, but more likely they would be willing to put you in a new car.
I found corporate to be very responsive to my problems and they were quick to come to a resolution. I started with a tweet where I mentioned them. (@Lexus). Within 20 minutes I had a tweet back saying that they weren't satisfied with what my dealer did either and to expect contact shortly. Within the next day they tracked down my car, my dealer, and my phone number without any of my own input and gave me a call. They were determined to come to a conclusion that both of us would be happy with.
I found corporate to be very responsive to my problems and they were quick to come to a resolution. I started with a tweet where I mentioned them. (@Lexus). Within 20 minutes I had a tweet back saying that they weren't satisfied with what my dealer did either and to expect contact shortly. Within the next day they tracked down my car, my dealer, and my phone number without any of my own input and gave me a call. They were determined to come to a conclusion that both of us would be happy with.
12-20-11, 12:22 PM
#15
Lexus Test Driver
Thread Starter
Only ~7,000 ISFs have been built. No one knows how to work on them, most is being done over the tech phone line, also slows the process.
If I were you I would try calling (800)25-Lexus, if anything ask for Michael Ludwig. I worked with him and he was great! Or just send them a tweet and they should help. I think you should see some free services at the least, but more likely they would be willing to put you in a new car.
I found corporate to be very responsive to my problems and they were quick to come to a resolution. I started with a tweet where I mentioned them. (@Lexus). Within 20 minutes I had a tweet back saying that they weren't satisfied with what my dealer did either and to expect contact shortly. Within the next day they tracked down my car, my dealer, and my phone number without any of my own input and gave me a call. They were determined to come to a conclusion that both of us would be happy with.
I found corporate to be very responsive to my problems and they were quick to come to a resolution. I started with a tweet where I mentioned them. (@Lexus). Within 20 minutes I had a tweet back saying that they weren't satisfied with what my dealer did either and to expect contact shortly. Within the next day they tracked down my car, my dealer, and my phone number without any of my own input and gave me a call. They were determined to come to a conclusion that both of us would be happy with.