Hi all,
Just thought I'd share my experience on claiming under my extended warranty with you.
I called Lexus Manchester to tell them I had a lazy wing mirror motor. The After Sales Consultant informed me it wasn't broken and just needed adjusting (as the dip when you put it in reverse can be adjusted). I explained to him that I knew it couldn't be adjusted, I had tried it and the opposite mirror was fine. He said bring it in and he would have a look. I asked that if I brought it in on Thursday at 08:30 could it be diagnosed and fixed by Friday night - he said yes.
I arrived early on Thursday morning and was greeted nicely by the staff. The ASC seemed in a bad mood - not a good start. He said he would go into the car park and it would be fixed in 10 mins. Around 20 mins later, he came in and apologised and said it needed to go down to a technician. At this point I had stupidly signed off the paperwork stating a £75 diagnostic fee - I will come back to that.
So, I had explained that I needed to be in a meeting in central Altrincham at 10:00. The ASC said I would need to allow 60 mins travel time. So, by 09:30 I was becoming anxious. Finally at 09:40 the ASC said the technician had taken the wing mirror apart and greased everything etc and it couldn't be fixed. He was happy to put the claim forward to Lexus for it to be repaired under the extended warranty I bought through Lexus Manchester for £950, but there was the fee of £75 - for ensuring there hadn't been any damage caused by me and it was a fault of the part!!!! Long story short - I refused to pay. In the end the ASC said "Its not worth it" and handed my keys back. He then asked me if my car had been re-sprayed another colour!!!! He said he asked because its rare to find a white 400h. Yes it is, that s why I bought it. Cheeky blighter. I was very annoyed.
I left the building and he said he would call me to let me know if Lexus were willing to repair it under the warranty and when I could bring it back. I was 30 mins late for a meeting - so annoyed.
The ASC called later in the day and left me a voicemail requesting photographs of the wing mirror. I called back to ask why on earth they would need photos. The ASC explained that it was like an insurance policy and they wanted photographic evidence to prove it wasn't damage caused by me. Not good enough that the dealership could vouch for that, Lexus needed more evidence!! I sent the photos and all was fine. Full wing mirror to be replaced. I don't know if its necessary to replace the full wing mirror unit - I wonder if the dealership are pulling a fast one with head office?
Finally, car booked in for this Thursday and a courtesy car to be provided. I asked the ASC when I could pick my car up and he said "The courtesy car will be booked for the duration of the day, the dealership will close at 17.30." Is it just me or does this not really answer my question properly. I'm a fan of good communication - this guy isn't.
I received a follow up call from RRG and I explained to them the painful circumstances in which I wanted to have a repair carried out under warranty. I told them I was frustrated, given promises they couldn't keep, insulted and felt I had to bend over backwards to facilitate the repair. This isn't a Mickey Mouse warranty or like claiming on travel insurance. I pay a shed load of money for it and wanted an easy ride. Lexus Manchester were amazing when I was paying them £745 for a 60k service and £950 for a 2 year warranty. Not bothered about me when I want to use the warranty I pay for.
Lets see if they redeem themselves this week.
Anybody else got any good or bad feedback on Lexus Manchester?
Tempted to take my car elsewhere in future. I live in York, so Leeds or Hull may be worth a go. Heard bad things about Hull. Not sure on Leeds. Any opinions?