almostret

Thanks for the reply -- yes, that's the number I called. The rep did some checking with the local Lexus dealer and came back with offer of 50% off parts. BTW, the local dealership is not the dealership where the original work had been done. I had actually sold the RX350 to our son a few months ago, when we bought a new one. I got involved because I'm pretty anal about maintaining my cars, and I had all the records and receipts for the car. We had convinced our son that because of his job (military) he and his wife needed a reliable vehicle, and the Lexus was not only a great car, but every Lexus dealership I had dealt with was first-class, and also, we had just had the car checked out completely. Sure have egg on my face now -- nothing like a parent convincing your kid that this is the right move to make and having it completely backfire. I can't really say that Lexus has done anything special from a customer satisfaction standpoint. Not at all what I expected (I'm on my third RX).

Wondering if anyone has any tips/experience dealing with Lexus Customer Satisfaction group? In a nutshell, 2005 RX 330 with 90,000 miles. Had the rear struts replaced at 62K, and just been told that they need to be replaced again. Phoned Customer Satisfaction -- they've offered 50% discount on parts, no discount on labor. Final cost will actually be more than I paid originally. Just wondering if there is a way to escalate the issue or if I am wasting my time and I should just move on.