Eunos800

Hi guys, and thanks for the words of encouragement, nice to see a few names of old :winky: I thought I would attach a copy of the letter I have just sent, in case anybody is thinking that I have been overly aggressive or impolite in my communications with lexus to date. I have been accused in the past of arrogance, and although I am sometimes guilty of this, I hope this letter conveys mythoughts correctly and hopefully proffesionally ? All the other letters ( 6 in all to either XXXXX or Lexus GB ) have been in a similar vein. I doubt that I could reject the car at this stage ( almost 12 months on ) I believe Jamboo tried this MUCH sooner after purchase and was knocked back. I should stress that although there are some niggles with the car which should NOT be present in such a vehicle, most of them are things which I have come to accept, and my main complaint is about the service /lack of service received from Lexus since purchase. I am firmly of the opinion that it is no better than any other car company, and certainly way short of my expectations, which were high. Dear NNNN Further to our lengthy telephone conversation of last week, I thought I would communicate this time in writing. ( Incidentally….I thought you had indicated that you were writing to me? ) Firstly, thank you for the flowers which we received, my wife especially was delighted with them. I think it is un-necessary for me to reiterate yet again my overall disappointment with Lexus XXXXXXX, as I am sure you were left in no doubt as to my feelings following that conversation, I am afraid though that matters remain un-satisfactory, and despite conversations with ZZZ relating to the replacement satellite navigation unit, I seem unable to get the answers or service I require. As you may be aware ( and ZZZ certainly should be ) the diesel version of the IS does NOT have automatic air recirculation switching ( page 178 – 182 of the manual incidentally ), and the lack of this feature and its associated indicator lamp was missing from my car when I was journeying home following the initial repair last week, indeed it was this omission which prompted me to call ZZZ on that day. Following my telephone call to yourself that afternoon it transpired that this unit was in fact a second hand item, and as I suspected, had been taken from a diesel car. The fact that the entire facia / heating / audio / control unit etc had to be replaced was bad enough, but being supplied with an inferior unit lacking this very useful feature made it worse. Further to that conversation, I was contacted by ZZZ and informed that a whole new system was on order, and that it could be fitted on Wednesday 20th June, which I agreed would be possible. I mentioned the air circulation feature AGAIN to ZZZ, and he assured me that the new unit would be exactly the same as the one removed. The car was duly collected on Wednesday 20th, and later in the day I received a call from ZZZ to inform me that the car was being returned to my home and all work had been completed. I once AGAIN clarified that the automatic air re-circulatory feature was now present, and was assured that - and I quote - “Yes it is exactly the same as the original, the unit was ordered to match with the VINâ€. It was with some disbelief then, ( or maybe not ? ) that upon checking the vehicle upon its arrival, I find that the exact same facia without my auto air feature is still in the car !! …complete with the original scratch across the brown plastic lens – confirming to me that the “temporary†facia unit remains. Having spent a working lifetime in a customer service focussed business, I and I am sure you, appreciate that most people do not like complaining, and I am no exception. I really am not an awkward or difficult man – but I am a perfectionist and expect things to be right – is that asking too much ? - especially of a company who proclaims their mission to be….. “The pursuit of perfection†! Remember, when we returned from CCCCCCC to collect the car last week, we were told “ everything is fixed and the car is ready to collectâ€. We collected the keys from JJJJ, and NOTHING was mentioned as we left the showroom, we were already driving away, when I noticed that part of the dashboard / facia had been broken during the repair process, and I naturally returned to your dealership to have it rectified. Even after this was attended to, there was still no mention of the fact that it was a temporary repair. Both my wife and I remain convinced that had I not been so vigilant, we would still be driving around with it now…. none the wiser. I am stating here, in writing, that I am NOT satisfied with the repair work that has been conducted on the vehicle. Having spent a considerable sum on the top range version of that model, I am annoyed that the satellite system failed at all, but am even more annoyed at your dealership’s attempts to rectify it. I insist that the unit concerned be replaced to the exact same specification and features as my original. I am now honestly at a loss as to know just what I am supposed to do to obtain satisfaction. Yours sincerely TTTTTTT

Hello me old mate :) Glad to see you are still as active on this boardas ever ! Thanks for the comments, and sorry to hear your prettty well done with them too....and NO of course it is not acceptable for these sort of issues to present in a so called luxury marque of car. After last weeks shamble, I immediately got home, having been lied to again on the car phone by the after sales manger and spoke to one of the 2 directors of this particular dealership, and he was left in NO DOUBT about my feelings. He apologised, made some excuses for some of the issues, and promidsed that "If I give HIM the chance" he will make amends and ensure I am returned to full satisfaction - I said I would give him that chance, and we ended the call. 3 days later a huge bouquet of flowers arrived with an apology from "Lexus *******" no personal name at all, and to date i still have received no written communications from him. When the car was returned today there was anote from the aftersales guy saying I could have 50% discount off my next service ! I have now written a letter to this director, having not even received the courtesty of a response from his partner last year, and just posted it 30 mins ago. I just pushed a few buttons on the sat nav on my way to post office, and guess what..... the "HOME" destination contains an address in the Wirral that I have never even heard of, and there are at least 15 previous "memory points" showing from allaround the arera of the dealership. How can they tell me STILL that this is a brand new complete system. I just despair...... I can see the only way forward for me is to take a huge hit on depreciation, and trade it in for something else, ANYTHING ELSE !!

I will NEVER be won back to Lexus, and as for lexus GB they couldnt care less either Steve Settle et al just dont think it is important, and have dismissed my letters with standard responses such as "we are sorry that you etc etc... DISGUSTED I am. As for naming and shaming to provide a kick up the arse, believe you me, they have already had my size 10 several times, and it produces not one jot of genuine concern. The salesman who "sold " us the car, has not spoken to me ONCE since I collected the car, not even to ask how I am getting on. A couple of weeks ago he personally felt the whole wrath from me and the wife, and was " very sorry to hear it" and " leave it with me, I shall sort things out NOW" That was 12 days ago - NOTHING ZILCH *****, if he was any more laid back he would fall over, and I hope he does !

Hi guys and gals.....It has been a long time since I frequented this board, having become disillusioned with my car and especially my dealer. 2 weeks ago @ 10300 miles, my SEL250 fully loaded car's satellite navigation system packed up. It was due for its first service the following week ( last Wednesday) so I informed them of the problem and they said they would order the parts, and whilst having the service, they would fix it. Well I wont bore you with the whole drama, but suffice to say it contained lying, shoddy workmanship, and only served to further my disgust at this so called legendary customer service. Part and ONLY part of the situation ongoing, is that they replaced my MM /console /facia unit with a second hand unit from a diesel which does NOT have the " automatic switching air circulation system". When I complained, and they EVENTUALLY confessed to fitting a second hand unit, it was arranged that an entire £3000 unit would be ordered and fitted this week. I could live without this feature for a week. Today the car was returned with a supposed completely new unit, and guess what? - the same old s/h diesel version is still in there. I am at my wits end with the service I have received from day one, and my stack of letters ( many of which were never even answered) continues to grow, but my question which I need you guys to help with is this... Does the current, latest, IS250 SEL M/M car have the feature I mentioned? On my original unit, I had a switch marked internal /external air intake, and in the middle of this switch was a 3rd green light with the the word "auto" above it. I was able to switch manually from external to internal air, or select "auto" -this green light came on, and in traffic fumes etc, the unit would automatically switch from one to the other as conditions dictated. I believe that the diesel does NOT have this feature. I just need confirmation that the latest model ( mine is an 06 plate ) still has the same setup, before they try and tell me otherwise. Incidentally I have both the dashboard and drivers pillar "rattles" so well documented here last year, but of course....when this was mentioned to the dealer, I got NFF ( "No fault found" ) Why oh why did I not get the beemer I liked so much during my test drives.......that was a retorical question by the way.......

make me a sensible offer

Sorry to hear that al. I have not been on here lately for various reasons, but have now got the dreaded rattle myself - 7k on the clock, bought last July, top spec 250sel, and amongst all the other lies, ignorance and crap stuff I have been fed by Lexus GB and my dealer, I was assured that there would be no rattles. I did hope that the 06 cars would be rattle free, but there you go...... As relationships between me and lexus including the dealer are so poor, I dont even feel like bothering to tell them...*** knows what further aggro I would suffer if it goes in the workshop. Rattle is from the dash passenger side ...like a cable / rod or something knocking against something. gets worse day by day. I cant face the thought of the whole dash coming out, and the subsequent damage they would probably cause. If I could take the depreciation hit, and terrible hassle I will get from the missus about "how much!!" etc, I would sell it tomorrow. I wish I had gone for the beemer . dissapointed doesnt begin to describe. Lexus are no better at service than the rest - I havent been back to the dealer since I collected the car....just have no desire to have anything to do with the b*****ds.

keep us posted...I am interested in these myself. How much did it all cost in the end ?

As well as another poster pointed out, I can't understand that they designed this car that when it rains... and you open a door, that water comes poring in... major designflaw in my book. That was I, and Lexus GB response to this and other complaints I made in writing? - "every car is inevitably a compromise " blah blah blah.

Consider this as the "flurry of you do NOT want to that messages " !! I cannot for the life of me see where this is a safe practice, and what way of watching a film is that - to glance occasionaly at the screen when stopped /slow ??

dont think this is the same thing ??

Ah hah - well done that man :)

But that would be ETC - and I am pretty sure it is ECT. I know it changes power delivery ( bit like PWR mode on others ) One setting allows smoother less agressive gear change ( winter /snow mode ) the other is "power" and changes up the cogs a bit slower giving more aggresssive acceleration As for training little wifey to operate the hatch handle - she cant even reach it - no Honestly!

Ha ha nice one Jamboo :D Exterminate Chav toggle - thats me fav Incidentally, I was actually serious about not knowing the TRUE meaning :) Yeh those POIs -what crap ( there I go again ) loads of useless ones like libraries and schools, but fast food joints ( just for a coffee and the loo ) NOTHING. And another thing - I told you not to get me started !! - why the heck did they not fit a remote button to open the "ski hatch". It is darned near impossible to reach in and get at the bloomin ( crap ) handle from the boot ...(or trunk if you are from the other side of the pond ) I have to use this through load hatch a lot - 'cos the boot is so crappily small They told me ( Lexus GB ) that it was a security issue, as to why it was not openable from the inside. better tell all the mainstream manufacturers then...because I have had loads of cars Ford etc, that you can fold the seats down from the inside, to get access to the boot. Besides, if the security system is so good, how is thief gonna get into the cabin in the first place. B888acks if you ask me - crap actually !! And ANOTHER thing....customer service is crap too. 3 letters sent to Steve Settle, and last one copied in to the dealer principal, and NOTHING , 3 weeks ago they were sent. Once they have your money ( and a lot of it too ) you dont matter any more. Forget the hype - your just another figure on the P+L account. Profit before people etc etc. I included these sort of criticisms in my last letter ( in a far nicer and more professional manner ), and the response ?? See above :tsktsk: CRAP. I will never buy another Lexus. Rant over. ...for now.

Dont get me started on complaints buddy ! :D Incidentally what does ECT actually stand for ( apart from that dreadful mental illness treatment ) I know what it DOES, but why "ECT" answers on a postcard please to..... to start off....Electronic crap tidier Elephant crap tipper etc etc

This will NOT work, as the system also has a motion detector which blanks the screen when reaching 3 miles per hour. You can confirm this by driving off with the screen playing, and your handbrake applied "just on a bit" IYSWIM There is a hack involving complicated wiring alterations, and removal of half the cars interior if you want to bother ( and I also think it is a dumb idea to want to watch on the move ) - I know you will say "but it is for my passenger" yeah right...until you get distracted and then.....CRASH!

my set up still has "daylight saving" activated - so do I de-activate it ? Why cant the darn thing just do it itself...as I say even cruddy old VCRs do it

The predicted remaining journey time is NOT the problem - it is the arrival TIME. This can only be fixed by altering the clock as seen above :)

Nope - and no it isnt there from what i can see. the arrival time stated does say "GMT" but surely a car and mm system this clever, could work out that we are on GMT -1 at present. Even my 8 yr old VCR can do that ! Not sure if I'm being helpful or pedantic here - but we're on GMT at the moment. During the summer we're on BST (GMT + 1). Did you remember to change the clock in your car?? :D Not pedantic at all sir - you are quite right to point out my error :) As Jamboo says...I dont think the sat nav time is linked to the dash clock - changed that the morning all the clocks went back. I only really noticed the nav thing recently, 'cos I had not set a destination /route in it for a while. :winky:

Hi matey....yes, both warm and nice :D Also, been clocking up quite few miles in lexy ( for a retired gentleman :D ) and getting to know her a little better. No, I agree with you, I dont think the sat is linked with the reular clock ( whichalso has to be changed manually re: GMT +/- ) As I said, it does display "GMT" alongside the destination arrival time, but I am blowed if I can find a way to alter it. At the moment I am just using "remaining time" option instead...but thats not the point is it :winky: Anyway, if you can find a hidden menu ( although *** knows why they have to hide some of this stuff ) I would appreciate it. How are you buddy, and why is lexy back at the doctors ??

Nope - and no it isnt there from what i can see. the arrival time stated does say "GMT" but surely a car and mm system this clever, could work out that we are on GMT -1 at present. Even my 8 yr old VCR can do that !

LOL! Was in Towyn in September, Rhyl (3 miles away) can best be described as a $#!+hole, desperately in need of investment. Yep...you're not wrong I am afraid - however pretty much everything west ( I am thank *** ) and south is Okeydokey bootiful :) Oh and of course remember that the roads around here were just made for driving :) Our other car positively gloats every time we take it up the llanberis pass etc :) :) - and Lexy gets a good workout on the flappy paddles too :) :)

surely someone knows?????

Living in North Wales, I am, of course biased :D However I did have an office in Cardiff, and lived in Chepstow and worked all around South Wales for several years. North Wales is, in my opinion far nicer scenery wise. We have REAL mountains here ( 20 mins drive from my house into Snowdonia range ) none of those grassed over coal slag heaps :o If you come this way matey, wifey and I would be glad to meet up and show you the sites...we NEVER tire of driving the area :D PS we also have the best ice cream factory /outlet in THE WORLD ( Cadwalladers of Criccieth )

Just noticed today after entering a route, that the time of arrival is showing as 1 hour later than correct. I am assuming this is something to do with the recent change of GMT, but thought this would have been adjusted automatically. NE1 else have this....and how do I fix it ?? :D

that is horrid