Overland

Thank you so much for this update.

Congrats to your dealer, look very smart.

I think the same as you... if other people will try, they discover the defected unit: I am sure hundreds are out there, they have paid for something that is not currently working well.

Lexus does not tell this probably because if they cannot solve via software (which I think is not possible) they have to spend lot of money to swap all the units in IS, NX, RX... and maybe this is the reason they never reply to me, and the dealer just take time (like at the other guys here) or and post pone any meeting with me with very stupid excuses, just to avoid my solid proof that there is a problem.

Anyway, the lawyer is working on the problem, for sure it is not accettable that they sold me a defective unit and they do nothing to solve this, in any way.

Stay in touch.

2 hours ago, vitorino said:

hi all, my hard and soft i think is this and my phone is a S8 and i am from Portugal, i was decided to complain on consumer court for this after 2 weeks of no sense excuses

Thank you so much for your time.

It seems the Hardware is different in the RX450H as seen by your different number, but the "Model discernment ID is the same.

I don't know what is the "repro" you have in the RX450H I have not that section on my system.

About S8 I am so sorry I cannot help you :(

I understand your willing to act via the court: it is unacceptable they treat you like that.

6 minutes ago, Robertas Z. said:

I got a replacement car, also an IS, so it wasn't a big inconvenience. 

Good, this is very important.

Also I will kindly ask to @vitorino and @bluebalu to check their numbers of hardware and software to match with ours, it's an importan data to consider: I don't know if NX and RX got the same Hardware of IS

Thank you in advance.

18 minutes ago, Robertas Z. said:

Hello all, 

Here's the update from Brussels. Last week I left the car at the dealer's for 4 days. They didn't manage to find some solution. They have contacted Lexus Technical Service for a solution. Next week I was aked to bring my car back to the dealer again for a view days for an inspection by Panasonic technicians. Apparently, Panasonic is the manufacturer of the system. Hopefully they will find a solution. 

Thank You Robertas Z, the info are valuable.

It's unbelievable they took your car for four days! They gave to you another car for free, while you was without your car?

Its a real unconfortable for a customer they need four days to check something that we all know is due to a defective system that has leaved Japan with a bunch of models from different segment: IS, NX and now also RX

I don't understand this behaviour.

Also, I invite members that has a MY2017 Lexus that never consider to use the portal, to try tho access connected services from the car, maybe they also have a defective unit in their car.

Hi @vitorino, 

Welcome in the "noportalconnectionclub"  They have your car for a week? 

You are in Ireland?

So we can have now: Italy, Germany, Belgium and Ireland.

I suspect there are more out there, but after some investigations I discover that there is more people that simply don't know they can have the connection services.

And it seems the dealers can do nothing as is not clear:

1. the problem is on the portal

2. the problem is on the hardware

In both case they cannot solve until Lexus does not act in some way.

This is bad because what is not clear is: 

- why Lexus is not clear and tell which is the problem, for sure they know very well;

Anyway, In Italy laws are very clear, if something does not work as it shoul and it's covered by a warranty should be fixed, or changed.

@vitorino about the SMS may I ask if you have an Iphone?

With Iphone is necessary set the phone to let the SMS work with Lexus multimedia, have you try?

I give them more than one month with totally no answer, so I think next week the lawyer will start his job.

It's sad to see a company like Lexus act as the worst brand of the market.

After four Lexus IS I never expect this will happen.

Thanks Bluebalu, it's great to see the dealer out there got some kind of answer while here all the system ignores the customer.

Right now, no anwers for me.

Please keep us updated... I will do the same.

Thank you JoeLex, a good information.

From my side no news.

@Robertas Z. in you have some news let us know ;-)

Hi, unfortunately I have not news for you.

The dealer call me this morning tell me they have received just an answer form Lexus Italy that ask us "to wait the set up of a new version of the portal, on line next Monday, to see if the problem is of my car or from the portal".

So another week is loose without a clear and effective response to my letter.

I give them this time, I want to see if what they say is true or just taking time.

I am sure they will able not taking time for three years as my warranty last: at certain point there must be

Anyway: @Robertas Z.any news from your side?

Thanks in advance.

Just now, Overland said:

After the letter of formal notice, the dealer call me, asking to go there to make some trials.

 

From the delivery of the car, more than on month ago, this is the first real formal act from Lexus,

 

I keep you informed.

 

Thanks 

Thank you all!

Thank you so much, your info are very valuable.

We are now having the same issue in Italy, Germany, Belgium... 

I think there are more out there but some of people that I've have asked they don't' know there's connected services on their system, as nobody tell them.

You tell you have the old portal in Belgium, it seems in UK and Italy we have the new one.... and from the picture Joerg has posted, in Germany too they have the old.

This shown that the problem is independent to the portal and drive me to think is hardware problem.

What we miss is to know if who is connecting with no problem from their IS300H to the new portal use the ID or the same email address they use to login via the web.

I ask please, if somebody here can give us this information.

Thank you in advance.

Robertas, please, when you have some information concerning the decision of the dealer about your system, please let me know.



 

Hi Robertas, as said I had no success with any other trial to meet dealer or Lexus, they refuse a meeting or any other help.

So I sent them a formal letter and if they don't answer I go on with a lawyer.

It's passed one month and nobody take care of this problem.

By the way, my system detail are exactly like your: same numbers.

may I ask you some question?

1) which country are you?

2) to login do you use email address or the ID given by the portal?

3) when you was at the dealer showroom did you use your phone to connect with their car? Which phone?

4) what is the decision of the dealer about it? They change the system?

Thank you so much.

Just now, Overland said:

Hi Terry,

 

and again thanks, to answer your suggestion I said that this was exactly I've done initially.

Then, afther the first email I sent to Lexus a guy call me and tell me to cancel all my accounts (I had a previous one with the old portal) and start again.

So he cancel my old portal account, and I cancel the first one on the new portal I've create the same day I've delivered the car.

Signed in via my Mac, add my VIN number and the car was recognized, then I have add the MMS and it was registered.

But any of the attempt from my iPhone or Wifi always sort out with: login failed.

Of course, as said: hotspot active, connections done, username and password no doubt they are correct.

Eventually, I remember during the process a window that invite to register the MMS in two way:

1. Straight from the portal

2. With a first connection from the car: I understand that they means that after the login, your MMS is recognized and added to the portal, but if you do by portal there will be some error (but this is my opinion)

this window appear during the first process, so not it is not possibile to see it.

So, this drive me to think that my error can come because I have added the MMS via the portal instead of via the first mobile connection: I know is a poor idea, but after tenth of daily trials... I don't where to 

Concerning the others dealer, to be honest: I am in Italy, Lexus is not so famous for dealers knoweldge and the customer care is so poor, I have another one more close, but it was really unfair and rude when I try to meet them after my old dealer (a great woman) close after 15 years, for problems with the new Italian Lexus management, for this reason I has choosen one so far around two hours from my location.

I remember the early 2000's when the dealers was like pioneers and work hardo to create a partnership with the customers... but then Lexus Italy fired most of them to unite Toyota showroom with Lexus and this was a mess.

Most of the new generation simply don't know very well the cars, others does not have these good manners as the old generation of dealers learn in Japanese trip with Tokyo management , they are very unskilled  and the method is:

"Dear Sir, we understand your problem and let you know ASAP"

While ASAP means NEVER.

It's sad.

 

 

 

Hi Terry,

and again thanks, to answer your suggestion I said that this was exactly I've done initially.

Then, afther the first email I sent to Lexus a guy call me and tell me to cancel all my accounts (I had a previous one with the old portal) and start again.

So he cancel my old portal account, and I cancel the first one on the new portal I've create the same day I've delivered the car.

Signed in via my Mac, add my VIN number and the car was recognized, then I have add the MMS and it was registered.

But any of the attempt from my Iphone or Wifi always sort out with: login failed.

Of course, as said: hotspot active, connections done, username and password no doubt they are correct.

Eventually, I remember during the process a window that invite to register the MMS in two way:

1. Straight from the portal

2. With a first connection from the car: I understand that they means that after the login, your MMS is recognized and added to the portal (but this is my opinion)

this window appera during the first process, so not it is not possibile to see it.

So, this drive me to think that my error can come because I have added the MMS via the portal instead of via the first mobile connection: I know is a poor idea, but after tenth of daily trials... I don't where to 

Concerning the others dealer, to be honest: I am in Italy, Lexus is not so famous for dealers knoweldge and the customer care is so poor, I have another one more close, but it was really unfair and rude when I try to meet them after my old dealer (a great woman) close after 15 years, for problems with the new Italian Lexus management, for this reason I has choosen one so far around two hours from my location.

I remember the early 2000's when the dealers was like pioneers and work hardo to create a partnership with the customers... but then Lexus Italy fired most of them to unite Toyota showroom with Lexus and this was a mess.

Most of the new generation simply don't know very well the cars, others does not have these good manners as the old generation of dealers learn in Japanese trip with Tokyo management , they are very unskilled  and the method is:

"Dear Sir, we understand your problem and let you know ASAP"

While ASAP means NEVER.

It's sad.

Thank You Steve, 

you help me a lot.

I do exaclty the same:

1. put the ID code on the website when I've registered my car
2. using the ID so called "My Lexus" below (and the same password I use to login on the website)

I have also try with email address too, but the result was always the same: failed to login.

To complete the mess I have to say that the WIFI only connect to a specific router, if I change the router (and of course I use another password for the new router) the car won't connect.

I start to think that my unit is defected.


 

Terry, just done... but nothing change...

Anyway.... just two pictures that speak more than words, anybody can answer bot the questions in red? I think it's crucial for me to know which is the correct data to use for the login, as Lexus does not reply to me, I will have to try both any time, is a big time spending, if I know which you use to login with success I focus on that.



Thank in advance

Hi Tel, 

thanks for this tips, I will try.

Yes Steve44, have tried everything possible.

I create a new account, paired my Iphone 6 (that was working flawless with the other IS300H) the phone connect via the hotspot (blue bar) work well for messages, music, anything... but when I try to connect to the services the message is always the same: "failed to login".

Of course I tried with my office Wlan and the car connecting well via wifi: but when I try to go into connected service there's always the same login failure.

I have sent them various email and just received a short phone call from a guy that ask me to send him a detailed photo-document of the process and a video eventually... I spent half a day to collect all the info show them all the screenshot... but after sending they never replied... same for the dealer that is around two hour far... I ask them to go there and try with their username and their phone on my car... no answer.

I am little be tired to wait to be honest... but everyone knows that Italian Lexus customer care and most of the dealers are the worst in the world.

in the 2000's when I start to drive Lexus they was great, now they are really poor.

By the way: may I ask you if you login with the email address or with the ID they give to you?

Steve44, thanks a lot for having confirmed that's a Lexus decision to set a default screen for the Nav.

I can only confirm what you say that the new premium system is better than the previous, I love the new glossy screen that give a more high definition graphic.

The car is great, the only thing I miss is the impossibility to use connected service due this repetitive "failed to login" that is really annoying, nobody in Lexus or the at dealer take care of that.

For sure they have to fix, it's not acceptable this feature is include and I cannot use.

Are you Ok with connected services and Iphone or wifi?

First of all thanks for the response.

I have make some more trials and double check all the steps after seeing the set up of the auto-screen in the preferences.

1. the screen was settled correctly so I had off the auto-screen
2. during the process I found the system very slow: so I have try to reset all the preferences, restart the system and set up everything again like it was the first time: it take some time but it worth because I solved partially my doubt, now the screen stay settled on the previous set up (Clima, Radio and so on) when you do any operation, I don't know why, but look like it was a simple bug, and the reset solve.
   
   It is not solved the "problem" of the map that always start with the destination window ready: I have to think this is the new software that is programmed to do this, I have to say that is not so nice… … if anybody can tell me if his Nav system has the same behavior when the map is settled has home screen at the start, please let me know (I mean on the IS300H MY2017)

The reset and restarting of the system, by the way, does not affect the constant impossibility to connect and use the "connected services" and while password and username are correct and the Iphone is correctly settled and connected… the login is still impossible: the message is always the same, even on wifi connection : login failed

Lexus, unfortunately, around after three week, has not take any action or provide any information about it.

Thanks for your help guys.

Yes, you right on the old Nav system, but the new one has not the corner box.

I am making some more trials into the various menus...