Late model '08 IS - Smart card programming
01-13-10, 09:48 AM
#1
Lead Lap
Thread Starter
Late model '08 IS - Smart card programming
Good morning,
I have a frustrating issue, and I thought someone might have some input on the topic.
I have a 2008 Lexus IS 350. I wanted to get a smart card (as an Xmas gift), so I called multiple dealers for pricing (we only have 1 in my area though). Some dealerships asked for the part number and some asked for my VIN. Every dealership that asked for my VIN number said I needed the '09-'10 smart card, which I found extremely odd. Has anyone else experienced this situation before? My best explanation is it's a late production run for the 2008?
The best price for my Smart Card was Sewell, which isn't a surprise. I haven't had my car long, but I've purchased most of my accessories through them, and they have been fantastic from a sales aspect.
My local dealership (Peterson Autoplex) charged significantly more for the Smart Card, and they wouldn't budge on the part or the programming fee, so I ordered the part from Sewell. I took the key to my local dealership to get it programmed ($55). They said the Smart Card is either the wrong part (although their own parts department confirmed it's the correct part) or it's defective, and then they basically washed their hands of the entire situation.
Now, I've contacted Sewell and sent an e-mail to my local dealership last night, but I have this horrible feeling that they will both point fingers at each other, which will leave me stranded in the middle. Hopefully I'm wrong.
Feel free to skip this next vent section. :-)
<vent>
I should say Sewell has been great to me (although I've never really had any problems before so this is the first real test), but I've become very frustrated with the *situation* (and more so my local dealership...but I only have 1 dealership in my area, so I don't have a lot of options).
I've tried to work with my local parts department (Peterson Autoplex), but they always seem annoyed when I call (even though I have my VIN and part numbers readily available). They seem too busy to take my call and when I suggested to them that they do a price match they laugh because they are a "small dealership" and can't compete with "larger dealers", which is somewhat understandable (and I'm willing to pay a small increase, but frankly they are a small dealership that charges a premium for parts and service, but doesn't deliver on the customer service aspect), so.....
I then suggested they give me a break on the programming and he said that's a different department (duh!). I understand the separation of departments and that they have their own goals, but don't they realize that I'm a customer and I'm looking for the end solution. I did talk to service (after calling back because they couldn't transfer me for some reason) and they were willing to give me 10% off which was $5.50, so ordering through Sewell was a no-brainer.
Sometimes I feel like no one is willing to own the issue from start to finish. Should I as a customer have to call different departments to negotiate pricing? Why do dealerships sometimes treat different departments like red-headed step children? Should I as a customer have to start calling and e-mailing different dealerships to get this issue resolved? Both Sewell and my local dealership agree on the part number. Shouldn't my local dealership try another key (if they have one in stock) or a different part number to confirm the issue? Shouldn't someone in the Lexus family take ownership for the issue and make sure a solution is achieved?
I love my Lexus, but I'll be honest...I miss my Honda dealership (no I'm not going back, so please don't just say 'sell your Lexus'). There is someone there that always takes ownership for every question/issue. I don't have to call different departments or different dealerships (even if the parts come from different places). The question or issues (which there were very, very few) just get resolved.
What happened to customer service? Is it just my local dealership?
</vent>
I have a frustrating issue, and I thought someone might have some input on the topic.
I have a 2008 Lexus IS 350. I wanted to get a smart card (as an Xmas gift), so I called multiple dealers for pricing (we only have 1 in my area though). Some dealerships asked for the part number and some asked for my VIN. Every dealership that asked for my VIN number said I needed the '09-'10 smart card, which I found extremely odd. Has anyone else experienced this situation before? My best explanation is it's a late production run for the 2008?
The best price for my Smart Card was Sewell, which isn't a surprise. I haven't had my car long, but I've purchased most of my accessories through them, and they have been fantastic from a sales aspect.
My local dealership (Peterson Autoplex) charged significantly more for the Smart Card, and they wouldn't budge on the part or the programming fee, so I ordered the part from Sewell. I took the key to my local dealership to get it programmed ($55). They said the Smart Card is either the wrong part (although their own parts department confirmed it's the correct part) or it's defective, and then they basically washed their hands of the entire situation.
Now, I've contacted Sewell and sent an e-mail to my local dealership last night, but I have this horrible feeling that they will both point fingers at each other, which will leave me stranded in the middle. Hopefully I'm wrong.
Feel free to skip this next vent section. :-)
<vent>
I should say Sewell has been great to me (although I've never really had any problems before so this is the first real test), but I've become very frustrated with the *situation* (and more so my local dealership...but I only have 1 dealership in my area, so I don't have a lot of options).
I've tried to work with my local parts department (Peterson Autoplex), but they always seem annoyed when I call (even though I have my VIN and part numbers readily available). They seem too busy to take my call and when I suggested to them that they do a price match they laugh because they are a "small dealership" and can't compete with "larger dealers", which is somewhat understandable (and I'm willing to pay a small increase, but frankly they are a small dealership that charges a premium for parts and service, but doesn't deliver on the customer service aspect), so.....
I then suggested they give me a break on the programming and he said that's a different department (duh!). I understand the separation of departments and that they have their own goals, but don't they realize that I'm a customer and I'm looking for the end solution. I did talk to service (after calling back because they couldn't transfer me for some reason) and they were willing to give me 10% off which was $5.50, so ordering through Sewell was a no-brainer.
Sometimes I feel like no one is willing to own the issue from start to finish. Should I as a customer have to call different departments to negotiate pricing? Why do dealerships sometimes treat different departments like red-headed step children? Should I as a customer have to start calling and e-mailing different dealerships to get this issue resolved? Both Sewell and my local dealership agree on the part number. Shouldn't my local dealership try another key (if they have one in stock) or a different part number to confirm the issue? Shouldn't someone in the Lexus family take ownership for the issue and make sure a solution is achieved?
I love my Lexus, but I'll be honest...I miss my Honda dealership (no I'm not going back, so please don't just say 'sell your Lexus'). There is someone there that always takes ownership for every question/issue. I don't have to call different departments or different dealerships (even if the parts come from different places). The question or issues (which there were very, very few) just get resolved.
What happened to customer service? Is it just my local dealership?
</vent>
01-13-10, 09:56 AM
#2
i hear ya. its unfortunate what has happened with your situation. all you wanted was a smart card access programmed into your 08 Lexus. you purchase what should be the correct part online from a reputable vendor, which was good customer service. but then when you went to the dealership, they didn't know what to do. im sure you'll be able to have it programmed into your model year Lexus, but i was under the assumption that its basically the same process as re-prgramming a new key (the one with the fob). same code, same procedure, just using a card instead of a key. im not sure about this, so if anyone else knows more about the programming side, please chime in.
its a shame that dealerships want to maximize profit without taking into account who gives them that profit- the customers! if they want our business, they better be damn sure to at least work with us instead of hiding behind some desk or saying they're too busy to talk to us on the phone. i truly understand where you're coming from rebs, but the fact of the matter is that it shouldn't have to be experienced in the first place. how about trying a different dealer, or even the closest lexus (im not sure if Peterson Autoplex is a lexus dealership). best of luck man!
its a shame that dealerships want to maximize profit without taking into account who gives them that profit- the customers! if they want our business, they better be damn sure to at least work with us instead of hiding behind some desk or saying they're too busy to talk to us on the phone. i truly understand where you're coming from rebs, but the fact of the matter is that it shouldn't have to be experienced in the first place. how about trying a different dealer, or even the closest lexus (im not sure if Peterson Autoplex is a lexus dealership). best of luck man!
01-13-10, 10:12 AM
#3
Have you talked directly to the Service Manager? Talked to corporate customer service?
They tend to take it very seriously if you tell them you are going to take your complaints to corporate. It's sad that you have to demand customer service, but if you complain loudly enough someone will help.
They tend to take it very seriously if you tell them you are going to take your complaints to corporate. It's sad that you have to demand customer service, but if you complain loudly enough someone will help.
01-13-10, 10:21 AM
#4
Lead Lap
Thread Starter
.. i truly understand where you're coming from rebs, but the fact of the matter is that it shouldn't have to be experienced in the first place. how about trying a different dealer, or even the closest lexus (im not sure if Peterson Autoplex is a lexus dealership). best of luck man!
I would have to travel 6-8+ hours to get to another Lexus dealership, so that doesn't really seem to be a viable solution. Since, I haven't even got a simple 'we are investigating the issue' response yet, I feel like I'm going to have to call corporate. I hate to do it. I just don't understand why this is so difficult.
01-13-10, 10:34 AM
#5
Lead Lap
Thread Starter
Have you talked directly to the Service Manager? Talked to corporate customer service?
They tend to take it very seriously if you tell them you are going to take your complaints to corporate. It's sad that you have to demand customer service, but if you complain loudly enough someone will help.
They tend to take it very seriously if you tell them you are going to take your complaints to corporate. It's sad that you have to demand customer service, but if you complain loudly enough someone will help.
I literally spent hours finding the right part (partially because my 2008 Lexus IS350 VIN brings up a 2009-2010 only part) and then price comparing. I took time off work to get it programmed. Now I'm having to spend several more hours getting troubleshooting the issue.
If I don't at least get a response of 'we are investigating' by lunch time I'll probably just call/e-mail corporate...which really disappoints me.
Has anyone heard of a 2008 VIN bringing up a part for a 2009-2010 (only) IS? I'm still confused by this fact. I'm assuming it's because it was a late production run, but it seems odd it wouldn't take the '06-08 part number.
01-14-10, 08:45 AM
#6
Lead Lap
Thread Starter
Here's where I'm at today (Response from Corporate Lexus):
Response (Briana Barkley) 01/14/2010 08:31 AM
Dear Mr. Rebel:
Thank you for contacting Lexus Customer Satisfaction. Your concern is important to Lexus, and we appreciate the time you have taken to share your thoughts. We are dedicated to providing superior service. In circumstances that require our attention, we will assist in the resolution process.
Lexus would like the opportunity to further research your inquiry regarding your 2008 IS 350 with Peterson Lexus. I have forwarded your information to a Department Specialist who will complete a full review and then contact you within three to five business days by phone. We do apologize for any inconvenience this may cause you.
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 a.m. to 6:00 p.m., or Saturday, 7:00 a.m. to 4:00 p.m., Pacific Time.
Sincerely,
Briana Barkley
Lexus Customer Satisfaction
/sigh - It's amazing how some dealerships can ruin a vehicle experience (and no I can't go anywhere else...it's the only dealership within a 6-8 hour drive).
Response (Briana Barkley) 01/14/2010 08:31 AM
Dear Mr. Rebel:
Thank you for contacting Lexus Customer Satisfaction. Your concern is important to Lexus, and we appreciate the time you have taken to share your thoughts. We are dedicated to providing superior service. In circumstances that require our attention, we will assist in the resolution process.
Lexus would like the opportunity to further research your inquiry regarding your 2008 IS 350 with Peterson Lexus. I have forwarded your information to a Department Specialist who will complete a full review and then contact you within three to five business days by phone. We do apologize for any inconvenience this may cause you.
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 a.m. to 6:00 p.m., or Saturday, 7:00 a.m. to 4:00 p.m., Pacific Time.
Sincerely,
Briana Barkley
Lexus Customer Satisfaction
/sigh - It's amazing how some dealerships can ruin a vehicle experience (and no I can't go anywhere else...it's the only dealership within a 6-8 hour drive).
Last edited by rebs; 01-14-10 at 09:08 AM. Reason: I have really bad grammar
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01-14-10, 10:11 AM
#8
Lead Lap
Thread Starter
However if you look at the Sewell literature it says the correct part number for a 2008 Lexus IS350 is 89904-50641. See the following link: http://www.sewellpartsonline.com/par....asp?id=187179
The interesting thing is when both my local dealership and Sewell put my VIN number in it points to the 2009 part number you specified (50480).
/sigh.
Last edited by rebs; 01-14-10 at 10:25 AM. Reason: grammar, grammar, grammar.
01-14-10, 10:11 AM
#9
so i dont get what corporate lexus is going to do. you said they tried to program it yet failed. you want corporate lexus to do what...make them try again? just take it to the toyota dealer...tell them to program it like any other key. it will work.
01-14-10, 10:18 AM
#10
did lexus release new smart keys specifically for other vehicles now? i am confused as to why an IS vin would matter when the card(at least in the past) was only for the LS600.
01-14-10, 10:23 AM
#11
Lead Lap
Thread Starter
If it's defective I need a new card, if it's the wrong part number I need the right one. I can't diagnose the issue (unless they give me access to their equipment). The local dealership should let me know what the issue is, so I can take the appropriate action.
Also, I passed the info from my local dealership to Sewell 2 days ago....no response yet on what they think (which is also *very* disappointing to me).
Why as a customer do I have to do all this leg work? I bought the part I was told to (and they aren't exactly cheap) and I'm paying to get it programmed.
Last edited by rebs; 01-14-10 at 10:29 AM.
01-14-10, 10:25 AM
#12
Lead Lap
Thread Starter
I was told by multiple Lexus parts departments that they usually place orders by the VIN number (just so they get the right part number...I guess Sewell is one exception to that rule, but I know when I gave them my VIN I was told I needed a different part)
Last edited by rebs; 01-14-10 at 10:36 AM.
01-14-10, 12:53 PM
#13
Lead Lap
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1. Yes using the vin# is the best way to go about ordering any parts, but it's really not needed for this case because there's only one option for that year and model (89904-50480)
2. I know people here told u to got corporate. Dont listen to what everyone here says. For me to go calling corporate i would need to have a really big isue either twith the car or the dealership. Nex time talk to the service manager and the shop foreman and see what they have to say about the situation.
3. If the dealer is saying that the key may be defective and it cant be programed try another lexus dealer or a toyota dealer and see what they say. If it still dosent work send it back to sewell and have them send u a new one.
2. I know people here told u to got corporate. Dont listen to what everyone here says. For me to go calling corporate i would need to have a really big isue either twith the car or the dealership. Nex time talk to the service manager and the shop foreman and see what they have to say about the situation.
3. If the dealer is saying that the key may be defective and it cant be programed try another lexus dealer or a toyota dealer and see what they say. If it still dosent work send it back to sewell and have them send u a new one.
01-14-10, 02:07 PM
#15
Lead Lap
Thread Starter
1. Yes using the vin# is the best way to go about ordering any parts, but it's really not needed for this case because there's only one option for that year and model (89904-50480)
2. I know people here told u to got corporate. Dont listen to what everyone here says. For me to go calling corporate i would need to have a really big isue either twith the car or the dealership. Nex time talk to the service manager and the shop foreman and see what they have to say about the situation.
3. If the dealer is saying that the key may be defective and it cant be programed try another lexus dealer or a toyota dealer and see what they say. If it still dosent work send it back to sewell and have them send u a new one.
2. I know people here told u to got corporate. Dont listen to what everyone here says. For me to go calling corporate i would need to have a really big isue either twith the car or the dealership. Nex time talk to the service manager and the shop foreman and see what they have to say about the situation.
3. If the dealer is saying that the key may be defective and it cant be programed try another lexus dealer or a toyota dealer and see what they say. If it still dosent work send it back to sewell and have them send u a new one.
2. Well I did contact corporate yesterday. I tried contacting my service and sales person. They both ignored me so I took it up a notch. However, you may be right and maybe I should have went to the service manager first (and if this type of situation arises...I'll try that first...) I do have to say I ran into the service manager once on a warranty issue...and it wasn't pleasant, but I should probably give him the opportunity.
3. They said "it's either the wrong part or it's defective", so I didn't know which direction to go (get different part # or replacement part). I e-mailed Sewell for advice. They still haven't responded either. Again, I don't have any other Lexus dealerships in the area. I have 1 other Toyota dealership and they were confused about how to program Smart Cards (and reading another thread I guess that's common).
Last edited by rebs; 01-14-10 at 02:49 PM.