Paint
Driver
Joined: Apr 2003
Posts: 137
Likes: 0
From: Connecticut
**UPDATE FROM LEXUS***
Well here's the latest from both Lexus CUstomer Service and their discussion from the dealer.
Refreshing the situation:
The car was stone chipped, the dealer, once notified of my dissatisfaction was willing to do the repairs.
Prior to dropping off the car on a Tueday, I highlighted ALL paint chips and paint defects with black china marker, which the dealer service rep also commented on the steps I took.
On Friday, I was informed the car was ready, I then sent Armorglove up to "glove" the car. Upon return to their office, they informed me the job was done and that they noticed that chips are still on the lower bumper.
Lexus customer service has contect me today, and this is their resolution along with the dealer....
The dealer is willing to repair the chipped area again, and wants to keep the car several days for any paint to cure (were talking a chip now).
I would be responsible to have the glove removed and re-applied at MY COST! ..... WTF???
I pointed out to Lexus Customer Service that I WAS informed by the DEALER that the car was READY to which, Armorglove was dispatched to put the film on.
Now, I assumed that ALL repairs were made, and had no reason to leave my office, drive all the way to the dealer to inspect the car. After all, it's Lexus.
Again I stressed the point that if the dealer did the job correctly, we would not be having this conversation, however, the dealer accepted the car back in the condition in which all the repairs WERE NOT made, and was not informed of any issues.
So why should I expect to spend another additional $1100 to have it removed and new film installed because the dealer did not perform the required work? To this, there is no answer from Lexus Customer Service and has to call the dealer again. I insisted that Lexus Corporate has to step in at this point to insure customer satisfaction and to make whatever corrections at the cost to both the dealer and Lexus.
The Lexus Customer Service rep, then started on the fact that Armorglove is aftermarket product, which IS true, but as I pointed out again, Lexus had to know of these issues in the past, made no attempt to inform the customer, forcing the customer to seek alternate products just to protect the car so the customer may enjoy it.
I pointed out a situation at a different Lexus dealership service center I was in at the time with my other Lexus. A customer had a problem with the garage door opener button, it would only work once. They sent out a tech to the customers house and found the problem. The problem was that the door opener was too old to except rolling codes. The resolution: Dealer calls customer, informs of the problem and offers to replace the garage door opener at no cost to the customer stating that the car was under warranty regarding the button in the visor, and that the customer just inform them who he would like to install the new opener or they could handle it themselves. Now THATS customer service!
At this point, I informed him that his attempt to correct this situation has been poor, and I would start to seek alternate means if needed to accelerate the issue.
I've NEVER had issues with a Lexus dealer before, or Lexus in the past. Now they expect me to be responsible for the dealers mistakes and poor judgement by funding all this additional work....
I am expecting another call back, and I did inform him that serious repercussions will insue if this is not corrected. I trusted both the dealer and Lexus for a fair solution, and this is what I get. I am excalating this up further in Lexus for a more resonable responce and hopefully will find that Lexus does stand behind their products and services no matter who the dealer may be.
I hope all of you will learn from my experience with a Lexus dealer and Lexus Customer Service.
Regrettably,
Deanski
Refreshing the situation:
The car was stone chipped, the dealer, once notified of my dissatisfaction was willing to do the repairs.
Prior to dropping off the car on a Tueday, I highlighted ALL paint chips and paint defects with black china marker, which the dealer service rep also commented on the steps I took.
On Friday, I was informed the car was ready, I then sent Armorglove up to "glove" the car. Upon return to their office, they informed me the job was done and that they noticed that chips are still on the lower bumper.
Lexus customer service has contect me today, and this is their resolution along with the dealer....
The dealer is willing to repair the chipped area again, and wants to keep the car several days for any paint to cure (were talking a chip now).
I would be responsible to have the glove removed and re-applied at MY COST! ..... WTF???
I pointed out to Lexus Customer Service that I WAS informed by the DEALER that the car was READY to which, Armorglove was dispatched to put the film on.
Now, I assumed that ALL repairs were made, and had no reason to leave my office, drive all the way to the dealer to inspect the car. After all, it's Lexus.
Again I stressed the point that if the dealer did the job correctly, we would not be having this conversation, however, the dealer accepted the car back in the condition in which all the repairs WERE NOT made, and was not informed of any issues.
So why should I expect to spend another additional $1100 to have it removed and new film installed because the dealer did not perform the required work? To this, there is no answer from Lexus Customer Service and has to call the dealer again. I insisted that Lexus Corporate has to step in at this point to insure customer satisfaction and to make whatever corrections at the cost to both the dealer and Lexus.
The Lexus Customer Service rep, then started on the fact that Armorglove is aftermarket product, which IS true, but as I pointed out again, Lexus had to know of these issues in the past, made no attempt to inform the customer, forcing the customer to seek alternate products just to protect the car so the customer may enjoy it.
I pointed out a situation at a different Lexus dealership service center I was in at the time with my other Lexus. A customer had a problem with the garage door opener button, it would only work once. They sent out a tech to the customers house and found the problem. The problem was that the door opener was too old to except rolling codes. The resolution: Dealer calls customer, informs of the problem and offers to replace the garage door opener at no cost to the customer stating that the car was under warranty regarding the button in the visor, and that the customer just inform them who he would like to install the new opener or they could handle it themselves. Now THATS customer service!
At this point, I informed him that his attempt to correct this situation has been poor, and I would start to seek alternate means if needed to accelerate the issue.
I've NEVER had issues with a Lexus dealer before, or Lexus in the past. Now they expect me to be responsible for the dealers mistakes and poor judgement by funding all this additional work....
I am expecting another call back, and I did inform him that serious repercussions will insue if this is not corrected. I trusted both the dealer and Lexus for a fair solution, and this is what I get. I am excalating this up further in Lexus for a more resonable responce and hopefully will find that Lexus does stand behind their products and services no matter who the dealer may be.
I hope all of you will learn from my experience with a Lexus dealer and Lexus Customer Service.
Regrettably,
Deanski
Driver
Joined: Apr 2003
Posts: 137
Likes: 0
From: Connecticut
Lexus denies assistance to customer
****** UPDATE AS OF 06/11/2003******
Ok, here's the latest in the saga of paint chip repairs.
After calling Lexus Customer Service for an update to the isssue at hand, this was the responce.
Lexus corporate WILL NOT assist in this issue of paint chip repair and the Armorglove removal/replacement.
It seems that it will all fall on the dealer and myself!
So, the dealer will repair the paint (AGAIN) and I Have to foot the Armorglove removal/replacement.
This is again, after all the discussion of myself highlighting ALL defective and chipped areas with china marker, the dealer ONLY admits to the ones on the hood! Jesus H Christ, are they THAT blind?
After contacting Armorglove, they again stand by their statement that they informed the service department of the lack of repairs to the front bumper and side mirror and the look of the repairs to the hood. Now the dealer is pointing the finger at Armorglove.
The dealer is commenting that the paint repair was not cured fully. OK, great, so why did they let Armorglove cover the areas? Remember, they had the car from a Tuesday through Friday.
Armorglove's people are VERY reliable and I know they did notify service of the issues, but assumed that the areas in question were accepted by me and the chip repair areas were cured.
I'm at the point now that if I have to go through this again, it won't be with this dealer!
I may ask Armorglove to do the work at another dealer in my area. This dealer has a high rate of customer satisfaction and stands behind all work they or their vendors do for their customers.
It goes to show that dealer choice is VERY important!
Lexus corporate will get further communication from me, and I will pursue other media to shed some light on this issue.
For those also affected by paint chipping, the more that call in to respond to the brittle nnature of this paint and the vehicles desgin, the sooner a service bulletin will be sent out to the field for corrections and possible reccomedation for new owners to obtain paint protection film.
I do not take lightly that a dealer is at fault, and now is blaming an outside vendor (Armorglove) for the repairs. Funny, Armorglove does not do touch-up paint work. Funny again that the dealer missed several areas that were clearly marked. Maybe the dealer need better lighting or a new perscription for glasses or contacts!
I have yet to speak to Lexus management as to their answer and will continue to press my explanation that I have taken extreme messures to point out the chips, but those were missed.
It looks like customer service is not number one! Maybe I should send a picture of a local merchant in our area (Stew Leonards) that has a stone right at the enterance that says " 1: The customer is always right 2: If the customer is wrong, see rule number one".
I love this car, but I cannot see spending this kind of money and not getting service for simple chips!
I think maybe next time I will switch to another manufacture that DOES stand behind their customers and their product!
Once again, THANKS LEXUS YOU REALLY SHOW CUSTOMER SATISFACTION!
Again, GET YOUR SC430 PAINT PROTECTED NOW OR FACE THE SAME PROBLEMS!
Regards,
Deanski
Ok, here's the latest in the saga of paint chip repairs.
After calling Lexus Customer Service for an update to the isssue at hand, this was the responce.
Lexus corporate WILL NOT assist in this issue of paint chip repair and the Armorglove removal/replacement.
It seems that it will all fall on the dealer and myself!
So, the dealer will repair the paint (AGAIN) and I Have to foot the Armorglove removal/replacement.
This is again, after all the discussion of myself highlighting ALL defective and chipped areas with china marker, the dealer ONLY admits to the ones on the hood! Jesus H Christ, are they THAT blind?
After contacting Armorglove, they again stand by their statement that they informed the service department of the lack of repairs to the front bumper and side mirror and the look of the repairs to the hood. Now the dealer is pointing the finger at Armorglove.
The dealer is commenting that the paint repair was not cured fully. OK, great, so why did they let Armorglove cover the areas? Remember, they had the car from a Tuesday through Friday.
Armorglove's people are VERY reliable and I know they did notify service of the issues, but assumed that the areas in question were accepted by me and the chip repair areas were cured.
I'm at the point now that if I have to go through this again, it won't be with this dealer!
I may ask Armorglove to do the work at another dealer in my area. This dealer has a high rate of customer satisfaction and stands behind all work they or their vendors do for their customers.
It goes to show that dealer choice is VERY important!
Lexus corporate will get further communication from me, and I will pursue other media to shed some light on this issue.
For those also affected by paint chipping, the more that call in to respond to the brittle nnature of this paint and the vehicles desgin, the sooner a service bulletin will be sent out to the field for corrections and possible reccomedation for new owners to obtain paint protection film.
I do not take lightly that a dealer is at fault, and now is blaming an outside vendor (Armorglove) for the repairs. Funny, Armorglove does not do touch-up paint work. Funny again that the dealer missed several areas that were clearly marked. Maybe the dealer need better lighting or a new perscription for glasses or contacts!
I have yet to speak to Lexus management as to their answer and will continue to press my explanation that I have taken extreme messures to point out the chips, but those were missed.
It looks like customer service is not number one! Maybe I should send a picture of a local merchant in our area (Stew Leonards) that has a stone right at the enterance that says " 1: The customer is always right 2: If the customer is wrong, see rule number one".
I love this car, but I cannot see spending this kind of money and not getting service for simple chips!
I think maybe next time I will switch to another manufacture that DOES stand behind their customers and their product!
Once again, THANKS LEXUS YOU REALLY SHOW CUSTOMER SATISFACTION!
Again, GET YOUR SC430 PAINT PROTECTED NOW OR FACE THE SAME PROBLEMS!
Regards,
Deanski
Lead Lap
Joined: Nov 2001
Posts: 402
Likes: 0
From: Arizona
Deanski,
Again, sorry to hear about all your troubles. I said it some time back....the dealer staff that touched up your chips are poor chaps in the detail department that get paid 7 dollars/hr. The service advisor/writer only worries about how many customers he/she can sell 15,30,45,60k service maint schedules to and make more commission dollars. Its only a matter of chance that these people work in the Lexus service area...dealers are dealers and money drives the wagon.....yes, some people care...very hard to find.
Do these above mentioned people care about your 60k car? I doubt it.
Post some pics, can you live the car the way it is and learn from the experience? If not and your planning on keeping the car for some time....fix what is worst, have the chips prof airbrushed...inspect the work...let it cure....have it Armorgloved and be happy.
Again, sorry to hear about all your troubles. I said it some time back....the dealer staff that touched up your chips are poor chaps in the detail department that get paid 7 dollars/hr. The service advisor/writer only worries about how many customers he/she can sell 15,30,45,60k service maint schedules to and make more commission dollars. Its only a matter of chance that these people work in the Lexus service area...dealers are dealers and money drives the wagon.....yes, some people care...very hard to find.
Do these above mentioned people care about your 60k car? I doubt it.
Post some pics, can you live the car the way it is and learn from the experience? If not and your planning on keeping the car for some time....fix what is worst, have the chips prof airbrushed...inspect the work...let it cure....have it Armorgloved and be happy.
Driver
Joined: Apr 2003
Posts: 137
Likes: 0
From: Connecticut
Once I get this issue resolved, and when we get some sun and dry weather I will finally get the chance to correct the swirls they left.
Plan is: Menzerna polish, followed by Zaino, followed by Souveran paste to top off. Gotta love Zaino! And the Menzerna polish does a really nice job without any fillers or additional oils. Souveran is best for red and black finishes. One of the best waxes out there.
This should really make the red stand out!
I'm just disgusted with Lexus CS. They came to final offer of..... NOTHING!
Car only 15 days old, and chips on hood, front bumper, side mirror. Not one, but several. Now after looking at all the cars in our condo which are daily drivers, not one has chips on the hood/bumper area. My company car with 112K miles, has several sand type hits. Much smaller and not as noticeable.
Off to another dealer and shop to have this resolved. Armorglove is really doing whatever they can to assist, and is upset that the dealer will not offer to have it removed/replaced at the dealers expense since they ruined my car! This must be Lexus new customer service, stand back and deny anything.
I have another post on this on Autopia.org, and one person is quite upset why I'm "bashing" Lexus on this one.
Oh well, maybe if he ever owned a Lexus prior, he may understand the frustration. Just not like Lexus to deny.
Another issue I did point out to Lexus CS, this may be a paint defect. It only takes one to start, and maybe my vehicle has some type of problem with the way the paint bonded, or why it's so brittle etc. Looks like Lexus will never know.
Anyway, once I get the weather, then I can finish this and take the pictures. All this car does is sit in the garage. Yes, I do not drive it in rain right now. Rain may damage the paint at this point..... with my luck!
Just ordered some Einszett Lederpflege and Autoglym Leather Care Cream for the Ecru leather seats. I'll see which is better. I hate those glossy leather protecters such as Lexol. Want to keep that wondeful new car smell as well as keeping the Ecru clean as hard as that is.
Windshield does collect more debris, but that's easly cleaned with my Invisible glass. had some water stains removed with Zaino glass polish on the rear window. I guess I just was not fast enough with my water blade in removing water after I washed it. Now I have a waffle weave MF towel as well to quickly pick-up the rest of any water left after the blade.
Hopefully this weekend will be better and I'll get time in to polish/wax this thing!
Still love this car.
Regards,
Deanski
Plan is: Menzerna polish, followed by Zaino, followed by Souveran paste to top off. Gotta love Zaino! And the Menzerna polish does a really nice job without any fillers or additional oils. Souveran is best for red and black finishes. One of the best waxes out there.
This should really make the red stand out!
I'm just disgusted with Lexus CS. They came to final offer of..... NOTHING!
Car only 15 days old, and chips on hood, front bumper, side mirror. Not one, but several. Now after looking at all the cars in our condo which are daily drivers, not one has chips on the hood/bumper area. My company car with 112K miles, has several sand type hits. Much smaller and not as noticeable.
Off to another dealer and shop to have this resolved. Armorglove is really doing whatever they can to assist, and is upset that the dealer will not offer to have it removed/replaced at the dealers expense since they ruined my car! This must be Lexus new customer service, stand back and deny anything.
I have another post on this on Autopia.org, and one person is quite upset why I'm "bashing" Lexus on this one.
Oh well, maybe if he ever owned a Lexus prior, he may understand the frustration. Just not like Lexus to deny.
Another issue I did point out to Lexus CS, this may be a paint defect. It only takes one to start, and maybe my vehicle has some type of problem with the way the paint bonded, or why it's so brittle etc. Looks like Lexus will never know.
Anyway, once I get the weather, then I can finish this and take the pictures. All this car does is sit in the garage. Yes, I do not drive it in rain right now. Rain may damage the paint at this point..... with my luck!
Just ordered some Einszett Lederpflege and Autoglym Leather Care Cream for the Ecru leather seats. I'll see which is better. I hate those glossy leather protecters such as Lexol. Want to keep that wondeful new car smell as well as keeping the Ecru clean as hard as that is.
Windshield does collect more debris, but that's easly cleaned with my Invisible glass. had some water stains removed with Zaino glass polish on the rear window. I guess I just was not fast enough with my water blade in removing water after I washed it. Now I have a waffle weave MF towel as well to quickly pick-up the rest of any water left after the blade.
Hopefully this weekend will be better and I'll get time in to polish/wax this thing!
Still love this car.
Regards,
Deanski
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