user 720202

I very recently purchased a 2018 LS 500 and have only driven it for 5,000 miles (which included three trips of 1,500 miles each). On the last trip, my wife and I headed north from Texas and stopped for an overnight stay at a hotel in Topeka, Kansas. I checked in and went back to the parking lot to get our luggage, but i couldn't get the trunk to open. We tried everything we could think of: buttons, fobs, aux keys, jiggling, banging, cussing, etc. Nothing worked. Our suitcases, toiletries, and medicines were all inside, including what I probably needed most, the Owner's Manual and my computer. My best guess at the time was something like our garment bag or a luggage tag had jammed the latch when the trunk was closed. So I tried calling Lexus over the assistance lines asking for advice. No one had any idea of what to try, except to take it to the closest Lexus dealer. I called Destination Assist through our nav system and asked for directions to a Lexus dealership. I got a name and number, but by now, it was early evening, so no one answered the phone. The next morning, we got the nav directions to the "dealership," which turned out to be a tiny used-car lot in a run-down area of Topeka, which had a dozen "beaters" in a fenced-in lot, and a two-bay repair shop in back. After explaining our problem to the two mechanics inside, they looked at us like we were nuts. They offered no suggestions, but sure wanted to look over (and inside) our brand-new car. After the "wow's" and "how much did it cost?," we called Destination Assist again and told them about the place, suggesting they remove it from their dealer list. We were then advised that the next closest dealership was in Omaha, Nebraska, about 200 miles away. We called their number, got the receptionist, and asked to speak to someone in the service department, hoping they could tell us what to do. Unfortunately, the maintenance shop had just closed for the day. We explained our problem to the receptionist, who said she would leave a message with our name and cell-phone number. She was terrific. Next morning, we headed for Omaha, arriving just before noon, and were met in the parking lot by a young technician who said, "You must be the people with the trunk that won't open." He then asked me to let him sit in the driver's seat, he opened the glove department, pushed the Valet Parking control and the trunk release button, and the trunk lid opened immediately. Did I feel dumb!!! The Valet Parking feature was not new to me since I had used in in our previous car, an '08 LS 600hL. But, after 500 miles of driving the previous day, and in my tired and frustrated state-of-mind, I just didn't think of it.
That's a long story about a minor problem, but my bottom line concern is this: Shouldn't someone on the Destination Assist line know where actualLexus dealerships are located? Shouldn't someone at the customer-assistance site have a basic understanding of the most commonly used features of their cars? Maybe they could keep some Owner's Manuals of the various models somewhere nearby. All I got from at least three different people was, "I'm sorry, but I can't help you," or "Maybe your Lexus dealer could help."
In 20/20 hindsight, I could have waited for the Omaha dealership to open and then talked to a technician. I could have tried a Toyota dealership for help. My memory shouldn't have failed me after reading the entire Owner's Manual from cover-to-cover just a few weeks earlier. But I didn't.
So, for now, my rear-seat passengers have to put up with some very thick manuals laying under their feet. Sorry

Terravita

I want to laugh but I feel your pain. I agree, I expect more than you received from customer-assistance.

dsc07

D'oh!

Welcome to 21st-century America. Outsource all the positions formerly staffed by competent, local employees to some third world country. Then dumb-down the rest and staff them with low-level seat-fillers who can't do much more than pay you lip service and have absolutely no authority whatsoever to resolve your issue. All in the name of increasing profits. Hey, at least the assistance line got you someone in the US who spoke proper English (I hope!).

I had a similar experience dealing with the "technology specialists" at the dealership. Basically, they know nothing beyond how to pair a cellphone to the car and program a garage door remote. Anything else and they have to "research" it. After waiting several days, they called me back to say that they had someone at another dealership test the function on their LS's and they all behaved the same way "so your car is operating normally". They don't really understand what software is, and they have absolutely no concept of what a bug is.

Anyway, I find all the manuals fit quite nicely in the glovebox with enough room left over for a pair of glasses, a small pair of binoculars and a tire pressure gauge. No need to keep them on the floor.

FatherTo1

Are owner manuals not available on the LexusDrivers.com site for the 5th-gen LS? I have not checked, personally, but am able to get electronic versions of manuals this way for my LS 460.

shinonclub

The online version is available there, as well as PDF version on the Internet. So there is no need to lug around the paper book anymore.