2011 Headlamp Bubbling Defect
07-01-11, 07:46 PM
#1
Pit Crew
Thread Starter
2011 Headlamp Bubbling Defect
This is such a big issue, I thought it was appropriate to create a dedicated thread. I contacted Lexus customer satisfaction re: the bubbling on the black material right under the projector headlights (note I put the 2011 Sewell kit on my 2009 IS 350).
Based on their first reply, they didn't seem to understand what I was saying. They suggested I contact my service manager, which I already did. So I sent a follow up. Their latest reply is below (I bolded and underlined that they have no record of other complaints... I urge all 2011 owners to email Lexus Customer Satisfaction so they know how widespread the problem is).
I also will try and set up a meeting with someone from the Lexus regional office.
Thank you for contacting Lexus Customer Satisfaction. We are dedicated to providing superior service. In circumstances that require our attention, we will assist in the resolution process.
My apologies on confusing your model IS 350. I understand Sewell Lexus in Dallas is offering a kit that allows for older model IS 250/350 vehicles to have the integrated LED daytime running lights, however, this particular modification/kit is one that is not offered through our factory. Please keep in mind that each dealership is independently owned and operated and may offer and/or install parts and accessories outside of Lexus. I can understand your view that the kit they used was one from the 2011 model IS vehicle, however, certain modifications may have been made to allow for this integration to function which may ultimately cause adverse affects to the overall design of the headlight assembly, i.e. the harness becoming too hot causing the headlamp housing to bubble. The Lexus New Vehicle Limited Warranty covers components against manufacturing defects for a period of 4 years or 50,000 miles, whichever comes first, and because the LED daytime running light feature was strictly designed for our newer model Lexus vehicles, the one-year warranty you are referring to is something offered by the initial dealership that sold you this modified kit as its a component that your vehicle was not equipped with from the factory. Our records indicate that you contacted us on 06/14/11 and advised that this headlight kit was installed by an independent shop. In addition, we have no records of there being any known concern with the OEM LED daytime running lamps designed and intended for our 2011 IS vehicles.
To better assist you regarding your vehicle concern, I have forwarded your information to a Department Specialist who will contact you within three to five business days and consult with the dealership regarding this kit they're offering. If you require immediate assistance, you can speak with the Service Manager for additional information in regards to meeting with their regional manager.
If you require further assistance, please respond to this e-mail, or contact Lexus Customer Satisfaction at 1-800-255-3987, Monday through Friday, 5:00 am to 6:00 pm, or Saturday, 7:00 am to 4:00 pm, Pacific Time.
Sincerely,
Kevin Padilla
Lexus Customer Satisfaction
Based on their first reply, they didn't seem to understand what I was saying. They suggested I contact my service manager, which I already did. So I sent a follow up. Their latest reply is below (I bolded and underlined that they have no record of other complaints... I urge all 2011 owners to email Lexus Customer Satisfaction so they know how widespread the problem is).
I also will try and set up a meeting with someone from the Lexus regional office.
Thank you for contacting Lexus Customer Satisfaction. We are dedicated to providing superior service. In circumstances that require our attention, we will assist in the resolution process.
My apologies on confusing your model IS 350. I understand Sewell Lexus in Dallas is offering a kit that allows for older model IS 250/350 vehicles to have the integrated LED daytime running lights, however, this particular modification/kit is one that is not offered through our factory. Please keep in mind that each dealership is independently owned and operated and may offer and/or install parts and accessories outside of Lexus. I can understand your view that the kit they used was one from the 2011 model IS vehicle, however, certain modifications may have been made to allow for this integration to function which may ultimately cause adverse affects to the overall design of the headlight assembly, i.e. the harness becoming too hot causing the headlamp housing to bubble. The Lexus New Vehicle Limited Warranty covers components against manufacturing defects for a period of 4 years or 50,000 miles, whichever comes first, and because the LED daytime running light feature was strictly designed for our newer model Lexus vehicles, the one-year warranty you are referring to is something offered by the initial dealership that sold you this modified kit as its a component that your vehicle was not equipped with from the factory. Our records indicate that you contacted us on 06/14/11 and advised that this headlight kit was installed by an independent shop. In addition, we have no records of there being any known concern with the OEM LED daytime running lamps designed and intended for our 2011 IS vehicles.
To better assist you regarding your vehicle concern, I have forwarded your information to a Department Specialist who will contact you within three to five business days and consult with the dealership regarding this kit they're offering. If you require immediate assistance, you can speak with the Service Manager for additional information in regards to meeting with their regional manager.
If you require further assistance, please respond to this e-mail, or contact Lexus Customer Satisfaction at 1-800-255-3987, Monday through Friday, 5:00 am to 6:00 pm, or Saturday, 7:00 am to 4:00 pm, Pacific Time.
Sincerely,
Kevin Padilla
Lexus Customer Satisfaction
07-04-11, 11:22 PM
#3
seems like it might be harder to get Lexus to fix the older models that didnt come with the lights from the factory, and installed them by an Independant shop, themselves, etc...
07-05-11, 09:27 AM
#6
Right at the outter edge of the black part under the projector it looks like the paint is bubbling or peeling, I've noticed it on newer ones but almost looks like its just a reflection off the lense on the paint. Haven't seen pictures of worst case or if it actually peels...
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07-05-11, 03:30 PM
#10
I don't see it, gonna have to take a look at my buddys IS.
EDIT: Saw it in my buddys 2011, that sucks. Definitely gonna be a MASS recall from the looks of it.
EDIT: Saw it in my buddys 2011, that sucks. Definitely gonna be a MASS recall from the looks of it.
Last edited by OPTiK; 07-05-11 at 05:10 PM.
07-05-11, 05:10 PM
#11
Pit Crew
Thread Starter
Good news. A Lexus product specialist called me today and has been assigned to my case. He is arranging for me to meet with the corporate regional manager at the dealer so he/she can see the problem in person.
The specialist said they have received no complaints other than mine. I said the average person might not notice anything unless it was pointed out, but as time goes on and the bubbling gets worse more complaints should be expected. Once the regional manager sees all the new 2011s on the dealer lot have the defect, we should hopefully start to see some action being taken.
I'll keep everyone updated on what happens.
The specialist said they have received no complaints other than mine. I said the average person might not notice anything unless it was pointed out, but as time goes on and the bubbling gets worse more complaints should be expected. Once the regional manager sees all the new 2011s on the dealer lot have the defect, we should hopefully start to see some action being taken.
I'll keep everyone updated on what happens.
