PaulFromSwindon

Thanks guys

Hiya, Does anyone have phone / postal / email address for Lexus UK customer service? I need to have a major whinge to them.. Thanks Paul

Hi Guys, I am in a state of shock and anger, having been lured originally into buying a Lexus by the illusion of Bullet-proof engineering. In the 1.5 years I have owned the car, I have so far had 3 of what seems to be the four classic problems; Juddery clutch, Dodgy steering ball-joints, and knackered sat-nav screen. At least I managed to get them repaired under warranty (after a massive amount of arguing with respect to the judderry clutch). Now my warranty has expired, I have the big one. My gearbox now scrunches changing from first to second. I read som posts on this site, and clearly there is another pattern - many posts regarding the same issue. Apparently the problem is due to iffy synchromesh rings. I phone Lexus in Swindon and Reading, and was staggered to be told that it would cost £1400 to repair (not replace the gearbox,, that would cost £2500 for a recon unit). They have got to be kidding. This is a car with only 60000 miles on the clock. I could buy a Hyundai budget-wagon, and be pretty confident that the 'box would last longer. What angers me more is that it is clearly an issue known by Lexus, judging by the posts here, and the fact that there are modified parts available. How can this be justified? The fact the fault exists is bad enough, the fact that it will cost at least 1400 quid to repair is ridiculous. £1400 quid to repair an inherent design fault in the vehicle. How many industries would get away with it? In the year and a half I have owned the vehicle, if I had not originally had the extended warranty, I would have had to have spent £3400, including this repair, (which I am going to have to pay for). This is on a Lexus - bullet-proof build quality? I accept that many people have no problems, but reading this site suggests there are definitely some disturbing patterns. I am going to be writing to Lexus, but I doubt they will lose too much sleep over it. I feel it is a massive shame that despite the fun I have had with the car, I could never feel comfortable to own another one. I hope people reading this will see the importance of having a warranty, and accepting that these cars are not as flawless as the publicity suggests. Even that that may not help (took me a year before I could get them to sort my clutch, even then they nearly got out of it) Has anyone who has had the gearbox problem contacted Lexus? If so, any joy? Have a nice day folks... Paul

Phew, Finally got my probs resolved. After some degree of persuasion on my part, Lexus Reading changed the clutch and flywheel under warranty. I now have a judder-free IS200. They also fixed the Sat-Nav screen. I am now firmly convinced the the problems of it stopping short of the destination a few times is a bit of bad mapping on the electronic maps. I have spoken to others with completely different systems who have the problem occasionally - they probably all buy the maps from the same place. The rattles I have resolved myself, just by tightening a few screws. The only thing Lexus Reading would not fix is the squeaky seat-belt holder, even though Lexus Swindon was sure it was covered under warranty. Particularly tight of them considering it only costs a tenner. So - persistence pays it seems. I now have a faultless car. The only sad ending is that I have been made redundant, so I have to sell it. REluctant would be a suitable word. Have fun Paul

Don't count on it. Mine is a 2001 build and has a judder. Clutch was replaced under warranty and was no better. Then clutch + flywheel + slave cylinder and now worse. Dealer has requested the car back in later this month. Think they're getting techies from Lexus in to investigate I just dare them to say 'they all do that' or 'needs some revs' They'll be mentally scarred for life if they try that bull with me tell you what this clutch issue must be embarrasing for lexus,they wont admit its a problem cause the cars cost so much,they should get there act together Considering that the IS200 has just won the Top Gear Car survey, and always do well in JD Power etc., they probably are a tad embarrassed. I am a bit fed up with being fobbed off by dealers on this issue. I'm going to Reading when I get back from my Hols, and if they don't sort it, I'm contacting Lexus. Then Toyota in Japan if I have to, and everyone else I can think of. I don't intend to let it lie. I bought a 3-year old IS instead of a brand-new Rep-mobile purely because of the supposed quality. I have yet to see the Bullet-proof Build-Quality and Reliability or the legendary customer service. Every service advisor in every dealer knows this flaw exists, Lexus just don't have the will to sort it as far as I am concerned. In fairness the guy in Swindon was helpful, but that's little consolation when my gear-lever tries to jump out of the car when I pull away. However helpful he may have wanted to be, I spent nearly an hour with him, and have a grand total of zero of my problems resolved. Perhaps everyone who has the juddery clutch should write to Lexus. Power in Numbers. I'll keep you posted... have fun P

Thanks for your thoughts chaps, some interesting views. To answer a couple: The sat-nav always has a good signal - Green on the sat-nav signal indicator. No metallic stuff on the parcel shelf. I agree that it does tend to choose long routes, but it alway used to be consistent. It never used to select some of the routes it does now, the one near my house is a riduculous diversion, and it never used to try and suggest it, as it now does 50% of the time. Interesting theory about volt-drop. It could happen. I work in computers and have seen some funny things when the voltage gets iffy. I will keep you posted though if the dealer comes up with answers, could be interesting.. many thanks Paul

Thanks chaps - a bit of an update, though no fixes yet: Took it to swindon, but after spending quite some time trying to help by contacting warranty people, he's recommended I take the car to Reading, where I bought it from, because it may need some goodwill on the seller's part in case the warranty won't cover the clutch (see below). He recommended I discuss all the issues with Reading. In fairness he was very helpful, if it weren't for the clutch issue, he would have sorted what he could for me. The first point is that it was pointed out that the Lexus used warranty is not as good as the main warranty- it's a third party warranty (insurance policy) that does not cover anywhere near as much. They have to accept the claim before a repair can be carried out. 1) Sat-Nav screen: Basically needs a new screen - apparently there is a spacer that can be installed to fix it, but he said do not accept that, as it is not effective. Cost for a new screen? £1800!!! He said it should be covered by the warranty but will require an engineer from the insurance company to look at it. 2) Sat-Nav bad routing - he did not know why this may be, and it may or may not be covered by the warranty. 3) Sat-Nav stopping short of destination - same as point 2 above 4) Squeaky seat: Suggested it was probably the seat belt buckle and said this would be covered. If it's the actual seat, it would not be covered under the warranty. Grrr! 5) Various Rattles: None are covered under the warranty. Grr Grr 6) Clutch Judder: Right, are we sitting comfortably? Apparently this is much more of a problem with cars built before 2000, after which a modified flywheel is fitted (he did not know what was different about the newer ones). He said straight away that a new flywheel and clutch (not just a new clutch) would probably solve it. He felt that the warranty insurers would probably accept a claim for the flywheel, but that I would have to pay £180 for the clutch kit. When he phoned them, they actually said they would cover the whole cost, but on one condition. If the flywheel is removed and checked for warps etc, and none are found, then I would have to pay. The dealer's view is that this is risky - he cannot guarantee that the flywheel could be proved to be warped (else why is it so much worse some days, and almost non-existant on others - a warp is a warp is a warp). Incidentally, the cost of this work would be just over £1000! He felt that due to the risk of the warranty claim not getting accepted I should take it to Reading, where I bought the car. I noticed a judder on the test drive and asked for it to be checked - I know this fact is on thier records. Therefore, in my (and the guy in Swindon's) view, Reading may be more inclined to ensure the matter is resolved as a matter of goodwill, especially as it was raised by me when I bought the car. They also told me at the time that any faults on the sat-nav were covered (not just the screen). I'll try to get there this week, or the week after next, and will let you know what happens. If I get no joy, I intend to take it up with Lexus. I have to say, I am not impressed with the extended warranty, it is clearly nowhere as good as the original one, and importantly, it is not controlled by Lexus, so clearly one cannot expect the same kind of service, however helpful the dealers try to be. (how many warranty claims do Lexus themselves quibble over, I wonder?). I am between a rock and a hard place though - will probably have to renew it, because I cannot risk the cost if the Sat-Nav goes wrong! Bah! Take care Paul.

I discussed updated CDs with Swindon Lexus when I was in there, and he seemed to think there was a new CD out in August. Cheers Paul

My wife just banged my alloy for the umpteenth time. She took it to a place in Reading who refurb wheels for Lexus in Reading, who recommended them. At 80 quid inc VAT for one wheel, it wasn't cheap, but it was an exceptional job. If anybody wants me to I'll get the details from my other half and post them on the site. Cheers Paul

Cheers for your thoughts guys, Took it to my dealer in Swindon. He's mystified by the guidance issues, but he has said the blue screen is a problem which occurs from time to time and it requires a new screen. Apparently there is a fix where they install a spacer, but he reckons it's highly unreliable. Cost of the new screen: £1800. GULP! He has recommended that I take it to Reading, where I bought the car. He feels that the screen should be covered under the extended warranty but he's not sure about the guidance issues (remember the extended warranty is basically an insurance policy from a 3rd party insurer. He said that the showroom that sold the car would normally consider some issues should be fixed as good faith even if not technically covered... Have fun guys Paul

Guys, I have lost all faith in my Sat-Nav System. About to take it to the dealer in Swindon. I was wondering if anyone else has found these problems? I expect the dealer to solve the first one, but imagine they will fob me off about numbers 2 and three - by the way these problems did not all start at the same time: 1) Display stopped working for 4 days, now has a blue tinge permanently. 2) For some reason it has started sending me ridiculously long routes some times and good routes others. No pattern, tried it lots of times on same route from Reading to my house in Swindon to test the theory. Sometimes sends me correct way - literally turn off at motorway, go down dual carriageway and I am home. No Brainer. Other times want to send me via completely different motorway junction which would be a 12-mile detour, and won't even recalculate to the correct route when I ignore it, until I am literally a minute from home. Played with the preferences (avoid motorways etc) and this didn't help. The routing was faultless till a few month ago, now I have to confirm the routes with a map. 3) Sat-Nav: After 8 months of being really impressed, I am losing trust. On two recent journeys, the system got me to within two miles of my city-centre destinations, then kept telling me I had reached my destination, even though I clearly had not - I could see the marked point on the screen, and I was nowhere near it - the routing had evidently stopped way short for some reason. Highly, highly annoying! Dodgy mapping on CD I wonder? (by the way, getting it wrong twice doesn't sound much if you are using it every day, I am not - I've only used it four times in anger lately) By the way, it's the CD-based system. I'd love to know if others have experienced these, or other issues. I'll let you know what the dealer says. Take care paul

To be honest matey, I'd eat my hat if you got that much from a dealer.... Seems reasonable privately though, from what I've seen in Auto-Trader...

Hiya, I've had my V Reg IS200 nearly a year (has 52K miles on it, with Full Service History), and I'm starting to wonder about Lexus' supposed build quality. I'm about to go see my dealer in Swindon with a list of faults. Am I alone in wondering whether these jind of problems are right for a car of this supposed quality? Here are my list of woes, I'd be interested to know if any other have sufferred, and what the solution is: Firstly, one that the dealer did fix: The good old knocking steering, they replaced the balljoints for me at the last service. Good service from the dealer, but I don't accept they should be going at under 50K miles. Here's my latest list: 1) Sat-Nav: Display stopped working for 4 days, now has a blue tinge permanently. 2) Sat-Nav: For some reason has started sending me ridiculously long routes some times and good routes others. No pattern, tried it lots of times on same route from Reading to my house in Swindon to test the theory. Sometimes sends me correct way - literally turn off at motorway, go down dual carriageway and I am home. No Brainer. Other times want to send me via completely different motorway junction which would be a 12-mile detour, and won't even revert to the correct route when I ignore it. Played with the preferences (avoid motorways etc) and this didn't help. The routing was faultless till a few month ago, now I have to confirm the routes with a map. 3) Sat-Nav: After 8 months of being really impressed, I am losing trust. On two recent journeys, the system got me to within two miles of my city-centre destinations, then kept telling me I had reached my destination, even though I clearly had not - I could see the marked point on the screen, and I was nowhere near it - the routing had evidently stopped way short for some reason. Highly, highly annoying! 4) Squeaky Seat: My drivers seat is now squeaking like a squeaking thing. 4) Rattles: It sounds like my old 1973 Marina. Rattles from the Sunroof, both nearside door panels, and somewhere in the back that I can't quite place. 5) Clutch: Judders when in traffic and when pulling off, much much worse on wet days. The dealer who sold me the car and the one who serviced it have both road-tested it and cannot find anything, so apparently I'm an idiot and must be imagining it. It'd not as though it's minor - sometimes it feels like the car is shaking itself to death. Reading these forums suggest it's a well known problem. The words fobbed and off spring to mind. I love the car anyway, but bought it because of it's percieved quality and reliability. Now I'm not so sure. Am I the only one to find this? I will be seeing the dealer to get this lot sorted under my warranty. If I get fobbed of, then I will lose faith in the 'Lexus Ownership Experience' and sell the old girl. I'll let you know... Have fun Paul

My IS200 comes alive at 4000 RPM. You can feel the power kick in. Loverly!!

My Seat has just started squeaking in the past week. Same as RYX above. Around the left buttock area. Bl**dy annoying it is too. I'll be speaking to the dealer soon. Just want to make sure it does it all the time, otherwise i'll take it in and the ruddy thing won't squeak for the dealer! Don't you just hate it when that happens!! Apart from that there does seem to be a rattle coming from the rear of the inside, but can't figure out exactly where it's from. Have fun Paul