I bought my RX300 brand new in Oct 2000. Last year in 2004, the plastic back plate of the remote key broke (near where the screw fits). I contacted Lexus and was told that they do not sell just the plastic piece and that I had to get a whole new key and get it programmed etc,... (read big $$$$ cost). On searching the web, I find that this is a common defect for the Lexus keys. - cheap plastic components that will not stand up to normal wear and tear. I contacted LEXUS customer care about this and below, I share the two replies as well as my response to their first response. Has anyone had a good experience yet on this problem?? Or am I SOL?
Thanks
My original message:
Customer )
My 2000 Lexus RX300 key with the remote has a problem. The plastic back piece has broken off near the screw. All other components work perfectly on the key - the electronics, etc. It is only the cheap plastic part! I am told that I have to replace the whole key instead of the little plastic back. WHY IS THIS??? I have searched on the internet and this appears to be an extremely common problem. Why have you folks not fixed that? Or offered free replacements? This is not what I expected of Lexus because I always thought you made a very reliable, and great vehicle.
Their response
Dear Dr. N:
Thank you for contacting Lexus Customer Satisfaction regarding your 2000 RX 300. Lexus appreciates the time you have taken to communicate with us.
Lexus sells vehicle’s keys as complete units and not as subparts. I apologize that we will not be able to sell you just the plastic key casing. Our Lexus dealers are our distributors of parts and equipment. To buy a new key, you would need to contact a Lexus dealer in your area. You can find the nearest Lexus dealer by clicking http://www.lexus.com/dealers/.
If you have any further concerns, you can also reach the Lexus Customer Satisfaction Department at 1-800-255-3987, Monday through Friday, 5:00 a.m. to 6:00 p.m., Pacific Time.
Sincerely,
Saul Flores
Customer Satisfaction Representative
My followup response to them
Thanks for your prompt reply but I consider the matter UNRESOLVED....
What I find difficult to understand is your policy of not selling parts
for the keys when a defect for that particular part is well known and
documented! Please look up the problem I mentioned on the internet, or
conduct a survey of your dealers about the key's plastic back plate
breaking off near the screw location. You will find that this is a very
common situation! I am surprised that LEXUS has not acted to rectify it
or help the customers with the problem. This is most unfortunate (and
certainly not what I expected!) for a car manufacturer that is reputed
to be one of the best in owner satisfaction. Your asking me to buy a
complete replacement key when all I need is a small plastic piece is
not helpful. By the way, my current service center (Lexus of Lehigh
Valley) is wonderful. They have done more than what I expected them to
do, but the same cannot be said for your policy of NOT selling parts or
helping customers for what is known to be a prominent defect in the
plastic casing for the key. I will not buy another key to replace the
one that is broken because paying in excess of $10 is rather
nonsensical. I sincerely hope that you will bring this matter up to
your superiors so that they can act to correct this problem and not
cause any serious damage to the reputation of LEXUS as being responsive
to the needs of the customer.
Their response
The Lexus Customer Satisfaction Department is currently reviewing your submission. Please expect a response within the next three business days.
If you have any further concerns, you can also reach the Lexus Customer Satisfaction Department at 1-800-255-3987, Monday through Friday, 5:00 a.m. to 6:00 p.m., Pacific Time.
Sincerely,
Saul Flores
Customer Satisfaction Representative
