Engine De Coke

tedm · April 25, 2009

Have an 2006 IS 220 SE with 35000 miles on clock. Last week the car started missing when in 5th gear and then lost all power in other gears until the turbo kicked in. Took it to Lexus Teesside and they said it needed a de coke. They have had the car for nearly a week now. Stripped engine and replacing valves. The manufacturers warranty runs out today. Very worried how this car is going to perform after this.

We have expereiced the usual complaints - turbo lag in 2nd gear, 6th gear unobtainable until 80 mph, nosiy engine, excessive use of oil and only returning 35 mpg even on motorway runs.

After we were told that the engine needed a de coke, we did some research and found that this shoudn't need to be done on new cars, especially on low mileage cars. We have returned the car several times to Lexus due to the above problems but they say that the computer can't find anything wrong. We sent a letter to head office in May last year stating how unhappy we were with the car and its performance. Basically we were told to keep taking the car back for regular download updates. However, after this recent episode of the engine, we once again wrote to head office explaining our concerns that the warranty soon expires and the engine obviously has a major problem. We heard nothing so we rang them. What a mistake. We spoke with head of customer relations, a lady called Sam.

Firstly, when I mentioned the de coke, her reply was that she was not technical so could not comment!

Secondly, when I mentioned that 6th gear is unobtainable unless doing excessive speed - her reply "This is a european car, and 6th gear was installed for use on the autobahns.

She kept referring to buying a car is like buying a washing machine or a fridge, they are also supplied with warranties in case things go wrong.

There is no chance of them offering an extended warranty as a gesture of goodwill, we, like any other Lexus customer can purchase an extended warranty.

We explained that a member of the family has worked with diesel engines for over 40 years, and engine de cokes are a thing of the past - her reply "We should question that man's ability - as anything mechanical or electrical can go wrong".

Overall, she was rude and abrasive.

This is the first diesel car we have ever had and it will be the last. Even a Lexus employee has said that the first Lexus diesel engine was rushed and has its problems - he personally wouldn't touch one!

Anybody else experienced this engine problem or had bad experiece with Cusotmer Relations.

Ted

Bumflake · April 25, 2009

How much would the de coke cost if it wasn't being done under warranty? I have to admit that I'm getting worried about my own IS220. The warranty runs out in Sept! I'm taking mine in on Tuesday, so I'll have more to say about the customer service after that. If I were you I would raise hell until you get what you want from them - usually works with my girlfriend!!! :P

Boothby Coggles · April 25, 2009

Standard practice for Lexus (stuff you) customer services.

ihpj · April 25, 2009

To be fair, Lexus are running a 'buy 12 months cover and get 15 months' offer if you purchase the extended warranty. I renewed my Lexus Warranty for my RX - and it was worth every penny; not because something major went wrong, but to the contrary it was a couple of little things that all added up!

Pram · May 1, 2009

Have an 2006 IS 220 SE with 35000 miles on clock. Last week the car started missing when in 5th gear and then lost all power in other gears until the turbo kicked in. Took it to Lexus Teesside and they said it needed a de coke. They have had the car for nearly a week now. Stripped engine and replacing valves. The manufacturers warranty runs out today. Very worried how this car is going to perform after this.
We have expereiced the usual complaints - turbo lag in 2nd gear, 6th gear unobtainable until 80 mph, nosiy engine, excessive use of oil and only returning 35 mpg even on motorway runs.

After we were told that the engine needed a de coke, we did some research and found that this shoudn't need to be done on new cars, especially on low mileage cars. We have returned the car several times to Lexus due to the above problems but they say that the computer can't find anything wrong. We sent a letter to head office in May last year stating how unhappy we were with the car and its performance. Basically we were told to keep taking the car back for regular download updates. However, after this recent episode of the engine, we once again wrote to head office explaining our concerns that the warranty soon expires and the engine obviously has a major problem. We heard nothing so we rang them. What a mistake. We spoke with head of customer relations, a lady called Sam.

Firstly, when I mentioned the de coke, her reply was that she was not technical so could not comment!

Secondly, when I mentioned that 6th gear is unobtainable unless doing excessive speed - her reply "This is a european car, and 6th gear was installed for use on the autobahns.

She kept referring to buying a car is like buying a washing machine or a fridge, they are also supplied with warranties in case things go wrong.

There is no chance of them offering an extended warranty as a gesture of goodwill, we, like any other Lexus customer can purchase an extended warranty.

We explained that a member of the family has worked with diesel engines for over 40 years, and engine de cokes are a thing of the past - her reply "We should question that man's ability - as anything mechanical or electrical can go wrong".

Overall, she was rude and abrasive.

This is the first diesel car we have ever had and it will be the last. Even a Lexus employee has said that the first Lexus diesel engine was rushed and has its problems - he personally wouldn't touch one!

Anybody else experienced this engine problem or had bad experiece with Cusotmer Relations.

Ted

I have had a similar experience with lexus customer services. I have called them numerous times, mainly about the vibrating mirror and bootlid rubbing on the bumper, and their response has always been "this is the FIRST time we have ever heard of this problem and this not a common fault and there is nothing more they can do". I have even printed out posts from here and shown it to my local dealer and they still will not admit there are problems with my car. I have no idea how lexus tops the customer satisfaction surveys. All I can say is this is my first lexus and will definitely be the last.

tedm · May 2, 2009

Got the car back after a week and half. We were told that if it hadn't been covered by the warranty - it would have cost £2500 to repair! We have heard nothing back from Lexus Customer Relations - very disappointing. The fault was due to a faulty injector.

The car seems to be running better but still only returning average 33 mpg.