Most of the time collecting the car was being informed that, unlike in the US at that time, U.K. cars only get one key, no card key which was on the spec. The six digit number passcode you mention is not suggested by the demand for a Lexus security Password.

The password we have continually been asked for when my wife is driving is the Lexus password which has a symbol (@) in it. We tried that but as can be seen from the screenshot above, the @ is greyed out and cannot be entered. The Lexus mechanic who was sent out by Europe Assist kept trying this and then just said we would have to ask Lexus. I have been trying that ever since but no one from this side of the pond has ever mentioned a 6 digit passcode.
Still awaiting any response from Lexus Customer Services. That, like their cars, used to be something a customer could rely upon.

 

Just had a reply from Lexus:
Now just hope the tech support specialists can come up with a reply in time for me to get off this ferry.
What happened since the time you could simply ring up Lexus Customer Support - and get an answer?
Why is an international Facebook the only way we can get a reply of sorts?

Morning Joe, thanks for getting in touch. We can see that you have CASE210**** active with our Customer Relations team who are currently liaising with our Technical Support Specialists. The Customer Relations team will be in touch as soon as they have an update to share with you. Thanks

 

Well they did give me a code - 6 digit, letters and numbers. Crew were very helpful and I was escorted down to ferry garage deck.
But the code DOES NOT WORK

I know the US Lexus app can be used to reset the code but the U.K. app is handicapped. No Settings allowed.
At least the ferry crew are now alerted that there is an insurmountable problem with the car and will be ready with a battery charger.
I understand my new Lexus is not the first with this battery problem while in Europe.

My opinion of Lexus U.K. Help has not improved and clearly prospective customers must be warned.

 

OK , I have now had an email from the case manager, Lexus U.K. with a very helpful document they have prepared for dealers and roadside assist services. I have asked if I can reproduce it in full here and will do so if permitted.

She also supplied a new password - in lower case rather than the upper case version supplied by Lexus on Facebook.
Will try that when we dock.
the critical things is this - pull twice Within 1 second. My very upset disabled wife probably did not do this and would indeed struggle to do that. Another safety Feature!

 

I am sorry you are going through this.

On getting in and out of the car: You can open the door from inside with dead battery by PULLING the lever twice. From outside you remove that little plastic tab on end of the door handle and then use the mechanical key which is hidden inside your key fob / credit card key. Rotate to unlock then use the mechanical lever under the door handle to open the door with dead battery.

I do not think we have the vehicle security code in North America. We have the PIN for the infotainment system, but without it the car still works and is independent from theft deterrent system.

 

We do have some issues with U.K. versions of software. A pin would be much preferable to a Security Password.

Another key issue is that we have to pull the lever twice within one second otherwise it resets and then you cannot get out. See Lexus Important notice above that is now being issued.
I feel that is a safety issue as some would find it difficult particularly in a stressful situation such as being locked in a car.

 

Double locking? I was a bit confused about what this is actually referring to, never seen this before. Checked my manual, it has no mention of potentially trapping a person in the car by enabling the double locking feature.

 

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That was my concern Too. It may be that my desperate attempts to open the doors and release my wife may have triggered some undocumented double locking system that actually made things worse

 

We're traveling tomorrow and this thread is a good heads up..... I do carry a Jump Start bank battery. I connect the positive 1st and then the negative....

 

I do not remember getting a passcode. (I do not remember a lot of things)

 

Just make sure you don't connect the negative to anything near engine ECU besides the fusebox. It could damage the ecu.

 

I purposely did this video to hopefully be able to educate owners for these scenarios. Lexus delivery folks should seriously go over what to do. 12V battery seems to be a very common issue nowadays.

 

There are whole threads where this is discussed already

 

I hope that you get an answer from customer service. I worked for Lexus corporate headquarters in Texas, USA. It was a freaking nightmare. The way that they treated customers and tried to just pass off things was ridiculous. I heard stories like this and worse. The customers were angry and justly so, because they spent a lot of money on a premium car and the cars were not dependable. The customer service was lacking. I had to quit before I had a heart attack. But again, I am sorry that you had to go through this and I hope that you get some answers… one day.