braindead

GS450h 2007 Shock Absorber Failed

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In Feb 2015 I had the front offside shock absorber of my 2007 GS450h replaced by my local Lexus dealer.

Today - 2 years 5 month later they tell me it's leaking!!
Anyone any idea of a definitive source of info about the expected life of these things? I'm not going to let this rest.
Anyone used the Motor Ombudsman Service? - it seems Lexus UK are a member. 

 

:wallbash:

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First off, how many miles between failures?

Having said that, unless you have managed some ludicrous mileage, I can't see why it should have failed again.

As has been mentioned on this forum several times before, Lexus don't seem to buy into the idea of definitive miles per failure.  All we have discovered is that you are more likely to get your shocks replaced under extended warranty if your car has 50,000 miles rather than 100k!  Big help!

There are several procedures you would need to go through before contacting the Ombudsman.  What is the current state of play?  I assume you have had no joy from the dealer?  If so, then the next step is to lodge a complaint with Lexus UK directly, in writing.

If you get no joy from them within 8 weeks, then you can take the case to the Ombudsman. 

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I've only covered 20k since fitting. I'm waiting to see how the dealership respond officially and will take it from there. Just trying to understand the process at the moment. If the dealer appreciates that I understand the process then the response may be more favourable. 

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Have you seen the leak for yourself?

If you aren't able to check for yourself, then get an independent garage to check them over.

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OK, it seems Lexus UK are happy to fit parts that last less than 20k miles and have refused to budge. I'm going to take it to a local trusted workshop for a second opinion but hold out little hope of them being able to source a new shock absorber. That's what really bugs me, there is no competition. I can't go elsewhere as I would for pads, discs etc :-(
I've sent the case to the Motor Ombudsman as a last resort.

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That sucks.  Get an independent inspection for sure, as I'd want to verify that the dealer aren't trying to 'pull a fast one'.

Parts tend to typically only come with a years warranty but you'd expect better of Lexus.

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Failure in 20k is appalling. This must be done under warranty. This extract from my battle earlier this year may help..

A Mr. Paul Robertson, Lexus Claims Manager, rang me on 15/12/2016 to try and explain the decision not to replace my shock absorbers. I mentioned other people who had have shock absorbers replaced and whilst he could not discuss these claims without specific permission, they were claims occurring before 100k miles and usually for one shock absorber.

He further explained that in his experience of nine years a claim for one shock absorber at less than 100k miles seemed very different from a claim for all four at 113k miles. One looked like a manufacturing defect as the other three dampers were OK; the other a case of dampers having "reached the end of their useful life". (My italics here.)

I eventually wrote to Lexus UK CEO who dealt with it in 48hrs rather than the many months or so that the dealer took. The agreed settlement was that I would pay for the rears and Lexus would pay for fronts.

Feel free to quote my exchange with Robertson. A failure in 20k is a manufacturing defect.

John

ps  My repairs were done and I asked to have the replaced dampers. They gave me the rears but said they needed to send the fronts to Lexus to prove they had changed them. If I had some fronts I would offer you one so that you could get one of the LOC members to refurbish it.

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Thanks for that OldTrout. One email to the CEO coming up ;-)

 

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Well, that is no good.

I will admit to being slightly worried about this GS450h shock failure trend that seems to be building up since I am considering one as my next car.

I would keep pushing it up the Lexus food chain, but I am afraid I don't think you will get very far with the Ombudsman since it is clearly out of its warranty period.  Still, doesn't cost you anything to try.

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braindead,

Can we just be sure you are talking about the Lexus Extended Warranty and not just the warranty on a specific item. My comments assume the Extended Warranty.

If you mean just the warranty on a specific item then you are on much less certain ground.

John

 

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No extended warranty. My contention is that the part had to be faulty to fail after 20k. Sale of goods act 1979 (as amended) should apply. 

We will see. Email sent. 

The real killer issue is I seem to have no other option than to pay them again as there are no 3rd party options. 

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5 minutes ago, braindead said:

No extended warranty. My contention is that the part had to be faulty to fail after 20k. Sale of goods act 1979 (as amended) should apply. 

We will see. Email sent. 

The real killer issue is I seem to have no other option than to pay them again as there are no 3rd party options. 

I sugget that you pay Braindead, then seek to recover your costs via the small claims track of the Courts arguing that the parts fitted were not of sufficient quality ,thus they were not fit for purpose.

Regards

John

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Some progress.

An offer to replace it for £250 all in. I'm tempted but still feel aggrieved. I'm thinking that I may bank this, pass the email to the Ombudsman to append to my case. That way (I assume) I won't loose the current offer but may be awarded better.

Lexus have said that there is no history of repeated failures of the replacement part and that it seems to be a one off. That, to me says it was a faulty part.

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Interesting, did the dealer make the offer?

How can they say that the dampers have no history of failure? That's simply not right.

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Someone correct me if I am wrong, but surly the law in this country states that a product must be of merchantable quality.

The manufacturer may guarantee an item for 12 months, but this does not affect your statuary wrights. A shock absorber should last more than 20,000 miles, and could reasonably be expected to last 5 years given the price, and perceived quality of the Lexus brand. The manufactures guarantee does not over rule the law, and is almost meaningless.

Keep pushing even threatening the small claims court. The Lexus dealer will not wish this to become news worthy, and will cost them more in time to defend than the cost of repairs.

John

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Can't you fit aftermarket springs/shocks on the Gs450h then? (he says after just buying the car...)

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On 7/26/2017 at 3:43 AM, braindead said:

I have found none. I wish I had 😀

 

there are BCBR and Ksport

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Have you or anybody else other than the dealer actually seen the leak yet?

John

 

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Hi

I took it for an MOT at an independent centre a couple of weeks back. Hd a chat with the inspector who said there was evidence of slight weeping but nothing to worry about and wouldn't expect it to need replacing any time soon.

Also got a reply from the Motor Ombudsman after over six weeks! Waste of space. Just said I would have to prove it was a faulty part. I'm thinking it's not worth the effort.

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