When you click on links to various merchants on this site and make a purchase, this can result in this site earning a commission. Affiliate programs and affiliations include, but are not limited to, the eBay Partner Network.
Here's a short (?) story I'll offer you... My wife's Jeep Grand Cherokee had a locked engine. Purchased with Lifetime Power Train Warranty - fine print said vehicle must be taken to dealer within 30 days of every 5 year anniversary from purchase to have it inspected. That was not done. The Dealer said I was Sh%t out of luck. They said call Customer Care Center. They said "Your warranty was cancelled and we can do nothing for you." Again, SOL.
So I got online and did some searching and found FCA's Global Marketing Director and wrote him a letter.
Loooooooong story made short, he reinstated my warranty, told me to take it to the dealer of my choice, and told the Warranty Dept to work it as a normal warranty claim. They put me thru the ringer and I had to supply a bunch of service records. Ultimately, the location Service Director and I met one day and he showed me a pic of the block. One cylinder had a missing piston and its rings were jammed into the sidewall of the cylinder. He told me, "Warranty is saying this is showing signs of an overheat." I told him to go back to them and say, "The customer says he's not very happy and is asking where in the hell your piston is!"
1 hour later he called me to say they approved an engine replacement. They put a BRAND NEW 5.7L HEMI in my '07 Grand Cherokee Limited that I had put 162,000 miles on. I'm VERY HAPPY!!!!
Try to find a Global Executive and appeal to them. They don't like the underlings treating customers like herded sheep.
It took 4 months and I already bought the GX for my wife to drive. So now I have an extra vehicle with a brand new HEMI if anyone is interested...
just reading through this thread. I am bummed for you. I think most of us place some value on Lexus/Toyota reliability. Your issue is frustrating and not on par with the reputation. Sorry you are having to deal with it.
I'm assuming you are military. I would contact Lexus USA again and make sure they know you are military and that you took your vehicle with you as part of being assigned over seas. It is not popular right now to screw people serving their county.
Having had experience with this myself in the past (in Germany), there is no reason at all why a US car cannot be serviced at a dealer anywhere in the world. The software is all the same, as are the computer connections. The parts may have to come from the states, so it may take longer, and cost more if out of warranty, but ultimately, the fix will be able to be done.
It is against federal law for any company that operates inside the US to void its manufacturer's warranty on items taken overseas as a result of military service. As a result, Lexus USA is in direct violation of US Federal Law. The Servicemember's Civil Relief Act (SCRA) covers this in detail and was signed into law under the G. W. Bush Administration.
Hey guys, Sorry I haven't been up to date wit the status, but I did finally reach a resolution with Lexus Corporate. First of all, I love my Lexus vehicles. I knew that the answers the customer service reps were giving me were not on par with what the company stands for. I finally was able to reach a corporate office and deal with them directly. They certainly apologized and contacted the dealer here in the UK directly and sent me a check for almost $3K to pay for the repairs. All I had to provide them was my mailing address. I am totally satisfied that I get to drive my GX again, especially since the roads here suck. My little IS200 was taking a beating after a while.
I hope no one else has to go through this and if anyone needs help contacting Lexus with big issues PM me.
Hey guys, Sorry I haven't been up to date wit the status, but I did finally reach a resolution with Lexus Corporate. First of all, I love my Lexus vehicles. I knew that the answers the customer service reps were giving me were not on par with what the company stands for. I finally was able to reach a corporate office and deal with them directly. They certainly apologized and contacted the dealer here in the UK directly and sent me a check for almost $3K to pay for the repairs. All I had to provide them was my mailing address. I am totally satisfied that I get to drive my GX again, especially since the roads here suck. My little IS200 was taking a beating after a while.
I hope no one else has to go through this and if anyone needs help contacting Lexus with big issues PM me.
Cheers!
Who did you contact? I'm considering taking my 2011 (still covered under the CPO warranty) overseas on assignment with the defense department. I called Lexus and they gave me the spiel about vehicles taken overseas will have their warranty voided. I also asked about getting the passenger airbag replace (I'm in zone B) she told me that there is no recall. I then asked how a recall is handled when my GX requires one and she said it would be a US dealer handling it.
First of all, thank you for your service. Secondly, I am pleased that Lexus got you taken care of, as that was worrisome and $3k out of pocket is not right or fair on such a new and nice vehicle. Third, I bet you make everyone with a 177bhp diesel Prado jealous with your 301hp GX460!
It would be awesome for you to buy and install some cool Prado-only parts while you are there if you are bringing your GX460 back to the USA later.
Who did you contact? I'm considering taking my 2011 (still covered under the CPO warranty) overseas on assignment with the defense department. I called Lexus and they gave me the spiel about vehicles taken overseas will have their warranty voided. I also asked about getting the passenger airbag replace (I'm in zone B) she told me that there is no recall. I then asked how a recall is handled when my GX requires one and she said it would be a US dealer handling it.
Check my post in the Regional Air Bag thread about the NTHSAA website. The National Transportation Highway Safety Administration will know by your VIN.
The local Lexus dealer told me mine was not part of the recall. The NTHSAA website said it was.
Once you are armed with the correct info, you can hold their feet to the fire.
I'd force them to make the repair, at the nearest dealer, NO MATTER WHERE in the world I take my vehicle.
Check my post in the Regional Air Bag thread about the NTHSAA website. The National Transportation Highway Safety Administration will know by your VIN.
The local Lexus dealer told me mine was not part of the recall. The NTHSAA website said it was.
Once you are armed with the correct info, you can hold their feet to the fire.
I'd force them to make the repair, at the nearest dealer, NO MATTER WHERE in the world I take my vehicle.
Thanks
Thanks, according to the NTHSSAA web page, my VIN shows 0 recalls at this time. Mine was originally sold in Zone B and I also reside in Zone B.
.. I am totally satisfied that I get to drive my GX again....
Cheers!
If you decide to sell before leaving the UK, please let me know. Where I am located I have a short commute (so would need petrol not diesel) and with very poor roads. I regret selling mine when I moved. I sent you a PM a few months ago, perhaps this reply will initiate a forum notification to you.
09-21-17, 12:52 PM
