New software update
Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
Thanks for the reply. I think we're in the same neighbourhood, Niagara Region and there's only 1 dealership. In my view they are a 2nd tier store with the types of interactions I had with them and 3 other dealerships from Oakville to London to Calgary. All the others provided much more supportive, responsive assistance. One even helped replace the first RX we bought from them in 2008.
I did call the Lexus line, that was the agent who said they don't know why the OTA doesn't work and didn't seem interested in finding out why. I just heard from the dealership and to my surprise, the service manager did contact Lexus yesterday. They are working on it behind the scenes, without telling me (until just now). So I have some glimmer of hope here.
Agree with all your comments, which is why I was so peed off. Update 2050 came OK, why not 2170? They are asking me about my phone, provider and data plan. So maybe there is something wonky from their end with that? I'll update if/when I find out tomorrow.
I did call the Lexus line, that was the agent who said they don't know why the OTA doesn't work and didn't seem interested in finding out why. I just heard from the dealership and to my surprise, the service manager did contact Lexus yesterday. They are working on it behind the scenes, without telling me (until just now). So I have some glimmer of hope here.
Agree with all your comments, which is why I was so peed off. Update 2050 came OK, why not 2170? They are asking me about my phone, provider and data plan. So maybe there is something wonky from their end with that? I'll update if/when I find out tomorrow.
Instructor
Joined: Jan 2023
Posts: 1,134
Likes: 635
From: Niagara Falls, Ontario
I don't think most people realize that the cell phone connectivity is a standard that all the phones are built to. How many brands can you name off the top of your head? Do you really think that every auto maker is going to update the radio software every time some random cell phone maker comes out with a new phone built to whatever connectivity protocol they want? From an earlier post of mine - None of my other cars of different makes need updates to connect with any phone, and 1 is a '12! The lexus updates are to give you the latest "experience", usually new screen colors and fonts, etc. They aren't giving you new "hardware features", except new apps that cross over from your phone. And again, this started from the update in May thru about August, and they can't diagnose the microphone separate from the whole radio, that's way too deep into electronics for an auto mechanic (I work in an electronics company). So that brings the basic question - is it the update or the microphone, and why would I want the latest update to be installed on the part coming obviously unpowered from a parts warehouse. Let's try it in a "as manufactured" state first that we know worked. As said above, I would be happy to lock out the radio from anymore updates and simply use the colors and fonts as they are for the life of the car. Maps, Iheartradio, and texting (with micrphone), etc had worked fine, what else do I need? What should I lose to try new apps? I bought it with a certain amount of functionality, and if they want to offer new software features, and they don't work, I should have the ability to step back an update to return to the original purchased functionality. Lexus has said that they have many complaints on the small screen, and especially those non-subscribing. Why does it take them so long to tear apart the dash? No idea, you can call and ask, but I'm getting a loaner, so it was more ridiculous than angering.
Plus an OTA update is also able to correct or improve issues like the 12 volt battery drain issues our NX's have struggled with. Some are reporting that they don't see it happening anymore and believe an update made improvements to this. Now, you are always able to go to a dealer to have the updates done to your car in the shop too, but an OTA is very convenient when it works right. Tesla is a perfect example. The big 'pita' is that the consumer doesn't know clearly what the update is improving and so can't make their own determination if they want to move ahead with it. I'm sure purely safety or operational improvements could be updated by the dealer you would think, but I haven't seen any evidence so far that Lexus is prepared to do that. The purpose of our OTA's are always handled with a degree of secrecy, we don't get any thorough explanation of what it's for, which I find bothersome to say the least. One things for sure an OTA update is surely less costly to perform than a trip to the dealer.
Last edited by TheCDN; Nov 21, 2024 at 10:15 AM.
Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
So the saga continues. Drove the car home and had to disconnect the WIFI in order for the Bluetooth to turn on allowing my phone to connect. So it appears its a 1 or the other situation. When I arrived home, again shut off Bluetooth, turned on WIFI and the car connected to my home. I then saw the cloud connected icon light up as well. That may be how the update will come. Don't know it if WIFI stays on when the car is turned off. Seems like a pain, though; will have to turn one on and the other off whenever I need to connect my phone! How do others here deal with this?
Racer
Joined: Apr 2015
Posts: 1,718
Likes: 807
From: Ontario
So the saga continues. Drove the car home and had to disconnect the WIFI in order for the Bluetooth to turn on allowing my phone to connect. So it appears its a 1 or the other situation. When I arrived home, again shut off Bluetooth, turned on WIFI and the car connected to my home. I then saw the cloud connected icon light up as well. That may be how the update will come. Don't know it if WIFI stays on when the car is turned off. Seems like a pain, though; will have to turn one on and the other off whenever I need to connect my phone! How do others here deal with this?
Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
The wifi is disconnected after you power off the car. I tried pressing Software Update today and got 101 error which means there is an issue on the Lexus end it seems. I connected to Wifi and the message disappeared. I have seen this before when I got Remote Connect functions earlier in the year and they had to totally reset my Infotainment and then something on the Lexus end had to happen for Remote Connect started to work again. Then a few weeks later the issue seem to have spread to other users and I did nothing and later on it was fixed. Definitely something is not working properly with the 4G cloud service. Keeping it on wifi and pressing the Software Update menu a few times should force it to check if the car needs a software update or not.
Also noticed that when WIFI is disconnected and Bluetooth is connected, the cloud connection symbol comes on automatically. So I presume this is how the updates are supposed to come to the car as I think that is on all the time the WIFI isn't connected to anything.
Back to square 1.
Racer
Joined: Apr 2015
Posts: 1,718
Likes: 807
From: Ontario
Tried the multiple taps on the software update section of the screen and that did nothing. My phone connected as "passive", though. It's called my name was so connected earlier. This has happened occasionally in the past. Random, no idea why, same when using phone link on my WIndows laptop.
Also noticed that when WIFI is disconnected and Bluetooth is connected, the cloud connection symbol comes on automatically. So I presume this is how the updates are supposed to come to the car as I think that is on all the time the WIFI isn't connected to anything.
Back to square 1.
Also noticed that when WIFI is disconnected and Bluetooth is connected, the cloud connection symbol comes on automatically. So I presume this is how the updates are supposed to come to the car as I think that is on all the time the WIFI isn't connected to anything.
Back to square 1.
Instructor
Joined: Jan 2023
Posts: 1,134
Likes: 635
From: Niagara Falls, Ontario
I went looking around at other dealers sites in the area and I found this: https://www.lexusofoakville.ca/staff/ If you scroll down to bottom of the page you'll find they have people on staff with the title of a Delivery and Technology Specialist . I know it's a little bit of a drive but I would give them a call to explain what you're dealing with and confirm they could help you. I'm not sure if this would be covered under warranty though.
Anyways, I've been wondering why Lexus dealers don't have such a position within the dealer framework so that owners can be educated on all the new tech especially with phone connectivity, wifi, bluetooth, all their Connected Services etc. A quick look through the manuals you're provided with has almost nothing to show for. I mean lets be serious here, these are 'features' that Auto Manufacturers are implementing in order draw in new sales with the appeal to owners getting all the latest tech. Then they are falling flat on their face and not providing any guidance at all on how to operate, setup, change, any of these features at the dealership level. I'm guessing there is internal push back on the typical 'who is going to pay for this' detail between corporate and dealers.
Lexus I hope you're listening, you have a real opportunity here to pull up your big boy pants and spend a little money and lead they way in the automotive experience world here and invite your buyers in to learn how all this wonderful stuff works! Who knows you might even get a second sale out of it or at least NOT lose one you already had because the owner was too dam frustrated to put up with chasing down some simple little tech thing they can't figure out and neither can your dealership staff.
Here's some 'how to's' on Lexus Canada site point form instructions for various how to setup scenarios: https://www.lexus.ca/lexus/en/know-y...d-services/faq
Youtube Lexus Canada info videos: https://www.youtube.com/@lexusca/videos
Anyways, I've been wondering why Lexus dealers don't have such a position within the dealer framework so that owners can be educated on all the new tech especially with phone connectivity, wifi, bluetooth, all their Connected Services etc. A quick look through the manuals you're provided with has almost nothing to show for. I mean lets be serious here, these are 'features' that Auto Manufacturers are implementing in order draw in new sales with the appeal to owners getting all the latest tech. Then they are falling flat on their face and not providing any guidance at all on how to operate, setup, change, any of these features at the dealership level. I'm guessing there is internal push back on the typical 'who is going to pay for this' detail between corporate and dealers.
Lexus I hope you're listening, you have a real opportunity here to pull up your big boy pants and spend a little money and lead they way in the automotive experience world here and invite your buyers in to learn how all this wonderful stuff works! Who knows you might even get a second sale out of it or at least NOT lose one you already had because the owner was too dam frustrated to put up with chasing down some simple little tech thing they can't figure out and neither can your dealership staff.
Here's some 'how to's' on Lexus Canada site point form instructions for various how to setup scenarios: https://www.lexus.ca/lexus/en/know-y...d-services/faq
Youtube Lexus Canada info videos: https://www.youtube.com/@lexusca/videos
Last edited by TheCDN; Nov 22, 2024 at 11:33 AM.
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Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
[QUOTE=TheCDN;11821982]I went looking around at other dealers sites in the area and I found this: https://www.lexusofoakville.ca/staff/ If you scroll down to bottom of the page you'll find they have people on staff with the title of a Delivery and Technology Specialist . I know it's a little bit of a drive but I would give them a call to explain what you're dealing with and confirm they could help you. I'm not sure if this would be covered under warranty though.
Thanks for looking into this for me. I was going to switch to them as my dealership of choice based on the outcome of this latest saga. That's the dealership I bough my first RX from in 2008 and the one that helped me get a replacement in 2009. Was also one I tried when shopping for the NX in January 2023 after our RX was stolen.
In my mind, this is a warranty item. If the updates they develop cannot be downloaded to the car, there is an issue somewhere and it's incumbent on Lexus to remedy it.. I may go to NHTSA and Transport Canada to lodge a complaint about this. There may be safety related items buried in this update. If this one can't be downloaded, then what if they need to send something else which is safety critical? I'm sure those 2 organizations would be interested in hearing about that.
Thanks for looking into this for me. I was going to switch to them as my dealership of choice based on the outcome of this latest saga. That's the dealership I bough my first RX from in 2008 and the one that helped me get a replacement in 2009. Was also one I tried when shopping for the NX in January 2023 after our RX was stolen.
In my mind, this is a warranty item. If the updates they develop cannot be downloaded to the car, there is an issue somewhere and it's incumbent on Lexus to remedy it.. I may go to NHTSA and Transport Canada to lodge a complaint about this. There may be safety related items buried in this update. If this one can't be downloaded, then what if they need to send something else which is safety critical? I'm sure those 2 organizations would be interested in hearing about that.
Intermediate
Joined: Dec 2022
Posts: 305
Likes: 102
From: MI
We just got called to schedule an appt in service for a new radio installation. LexusUSA Customer Service claims they won't get an update (actually I need a backdate) done anytime soon, so to keep us happy they will just replace the radio, on the off chance the mic is defective, that they couldn't figure out how to test. Service claims they will have it for 2 weeks to replace the radio - don't know how it would take that long, but with a loaner, whatever. Now here's the funny parts - service claims they have to get the part updated during replacement - uhmm, isn't that why we're doing this?? And, even tho we claimed this problem in July and clearly noted in the service record our mileage within the warranty, service claims they'll have to "fight" LexusUSA Warranty Dept. to pay for it. Whatever; with the "updated" new unit, I don't know how they think this is going to go well, but we'll see.
FYI 9.8" screen.
FYI 9.8" screen.
Intermediate
Joined: Dec 2022
Posts: 305
Likes: 102
From: MI
Radio started working yesterday, don’t know if it’s permanent. Lexus regional tech is supposed to come out and manually download some update. I hope it still works after that, and I’d love to get updates turned off so it works the rest of its life. Too bad about their reputation.
Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
Well, it's finally installed. Last week I had a discussion with the Lexus case manager and was told there was nothing to do. So I wasn't happy and let her know. Pretty much gave up then.
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Racer
Joined: Apr 2015
Posts: 1,718
Likes: 807
From: Ontario
Well, it's finally installed. Last week I had a discussion with the Lexus case manager and was told there was nothing to do. So I wasn't happy and let her know. Pretty much gave up then.
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Instructor
Joined: Jan 2023
Posts: 1,134
Likes: 635
From: Niagara Falls, Ontario
Well, it's finally installed. Last week I had a discussion with the Lexus case manager and was told there was nothing to do. So I wasn't happy and let her know. Pretty much gave up then.
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Today I received a call from the dealership and had to let it go to voicemail. When I picked it up, I nearly collapsed. It was the Service Manager; apparently Lexus sent out the update again. I went to the car, fired it up, pressed several times on the update screen and voila! There it was. Let it download and update the navigation and voice commands. Then restarted the car and it looks like it's there. Just like it was supposed to be last May when it rolled out. Awesome!
Instructor
Joined: Jun 2007
Posts: 895
Likes: 406
From: Ontario
Never really had any phone connection issues. AA acts up periodically, right now the Waze voice volume is wonky but that appears to be a problem with Waze. I was just concerned that my car wasn't able to accept OTA updates and the ramifications of that if an update was issued that had addressed some serious safety issues. Am now comfortable that there is nothing wrong with the car.