victoryjk

Update - October 19, 2007 Finally we are getting a brand new car - 2008 400h and it should be in our driveway by the end of this month.

Gordon, I'm new here at this forum, and I'd like to offer one big "thank you" for taking the time to post here. It's great to have somebody from 'the other side' who is willing to share his knowledge with us. :) Communication is definitely the better way to go -- for everybody concerned. Here is the latest on the my Saga.... I called the dealership on Friday (June 15) and this is what I got. Me: What is the status on the Car? Dealership: The driver's seat is on back order. It will be available (the seat) at the end of the month. Me: We have asked for a buy-back. Why are you still fixing the car? Dealership: Just because you have asked for a buy-back does not mean Lexus has to do it. The car has to be fixed. Me: (upset) Dealership: By the way your service and sales paperwork has been sent to Lexus Corporate and Legal. Me: (Confused - My understanding from my conversation with Lexus Customer Service rep couple of weeks ago was this was a regional center issue and Corporate would no longer be involved) Me: Thanks for the status!!! Saturday June 16...called Lexus Customer Service. Here's the gist of the conversation This is our last attempt to get a fair resolution on this issue before we bring some legal action against your company. We have been extremely patient with you and your dealership and all we have is unresponsiveness and confusing processes to deal with. so on and so forth.... The call was escalated to the headquarters and we have been promised that somebodywho has been assigned to our case would contact us in 2 business days. ...Stay Tuned!!!!! Update ..June 20 We got a call back from Lexus yesterday as promised within 2 business days. He left us a message wanting to discuss about the car. We got in touch with them this morning and this is what we have been told. The buy back program is in progress. They will fax us the details soon. We have not received any fax so far but I am now hopeful that it will be there in a day or two. Also they indicated that this process will take about 4-6 weeks. I have never been in a buy-back situation so I am eagerly awaiting the details. I will update this post as soon as I know more. Update - August 1... We received a letter from Lexus on June 25 stating that they were looking into out buy-back request and asked for all the usual paperwork - service, sales docs, etc. They also indicated that the process takes about 4 to 6 weeks. No news yet on that front. In the meantime the service manager from the dealership called and said our car was 'fixed'. After going back and forth with the dealership and Lexus Corporate we decided to go and pick up our 'fixed' car. The Lexus corporate insisting that our car being fixed had nothing to do with the decision on the buy-back. Once at the dealership we discussed with the sales manager there and the decision was reached that there was no guarantee that the car is indeed fixed and that we would all wait for Lexus's decision. We are still driving the courstey car and hoping this will all be resolved with a brand new car..............

Gordon, I'm new here at this forum, and I'd like to offer one big "thank you" for taking the time to post here. It's great to have somebody from 'the other side' who is willing to share his knowledge with us. :) Communication is definitely the better way to go -- for everybody concerned. Here is the latest on the my Saga.... I called the dealership on Friday (June 15) and this is what I got. Me: What is the status on the Car? Dealership: The driver's seat is on back order. It will be available (the seat) at the end of the month. Me: We have asked for a buy-back. Why are you still fixing the car? Dealership: Just because you have asked for a buy-back does not mean Lexus has to do it. The car has to be fixed. Me: (upset) Dealership: By the way your service and sales paperwork has been sent to Lexus Corporate and Legal. Me: (Confused - My understanding from my conversation with Lexus Customer Service rep couple of weeks ago was this was a regional center issue and Corporate would no longer be involved) Me: Thanks for the status!!! Saturday June 16...called Lexus Customer Service. Here's the gist of the conversation This is our last attempt to get a fair resolution on this issue before we bring some legal action against your company. We have been extremely patient with you and your dealership and all we have is unresponsiveness and confusing processes to deal with. so on and so forth.... The call was escalated to the headquarters and we have been promised that somebodywho has been assigned to our case would contact us in 2 business days. ...Stay Tuned!!!!! Update ..June 20 We got a call back from Lexus yesterday as promised within 2 business days. He left us a message wanting to discuss about the car. We got in touch with them this morning and this is what we have been told. The buy back program is in progress. They will fax us the details soon. We have not received any fax so far but I am now hopeful that it will be there in a day or two. Also they indicated that this process will take about 4-6 weeks. I have never been in a buy-back situation so I am eagerly awaiting the details. I will update this post as soon as I know more.

Gordon, I'm new here at this forum, and I'd like to offer one big "thank you" for taking the time to post here. It's great to have somebody from 'the other side' who is willing to share his knowledge with us. :) Communication is definitely the better way to go -- for everybody concerned. Here is the latest on the my Saga.... I called the dealership on Friday (June 15) and this is what I got. Me: What is the status on the Car? Dealership: The driver's seat is on back order. It will be available (the seat) at the end of the month. Me: We have asked for a buy-back. Why are you still fixing the car? Dealership: Just because you have asked for a buy-back does not mean Lexus has to do it. The car has to be fixed. Me: (upset) Dealership: By the way your service and sales paperwork has been sent to Lexus Corporate and Legal. Me: (Confused - My understanding from my conversation with Lexus Customer Service rep couple of weeks ago was this was a regional center issue and Corporate would no longer be involved) Me: Thanks for the status!!! Saturday June 16...called Lexus Customer Service. Here's the gist of the conversation This is our last attempt to get a fair resolution on this issue before we bring some legal action against your company. We have been extremely patient with you and your dealership and all we have is unresponsiveness and confusing processes to deal with. so on and so forth.... The call was escalated to the headquarters and we have been promised that somebodywho has been assigned to our case would contact us in 2 business days. ...Stay Tuned!!!!!

I have a 2006 RX330 and have encountered this same problem. The air bag light comes on intermittently. I now have 20,000 plus miles on it and have not taken it back to the dealer. I also have issues with the Bluetooth wireless and my Verizon Treo 650 phone. The mute does not work and incoming calls kick the current call off - very annoying :cries: Have you ever gotten it fixed or have you just ignored the problem?

I have a 2006 RX330 and have encountered this same problem. The air bag light comes on intermittently. I now have 20,000 plus miles on it and have not taken it back to the dealer. I also have issues with the Bluetooth wireless and my Verizon Treo 650 phone. The mute does not work and incoming calls kick the current call off - very annoying :cries: Have you ever gotten it fixed or have you just ignored the problem?

Well, you DO at least have an exchange 400h to use, from the dealer, while you're getting a remedy (what ever avenue you choose), right? We have a 'courtsey vehicle' Rx330 from the dealership.

Don't discourage him from trying to work with the dealer in a gentlemanly manner to resolve the problem. There are plenty of hungry lawyers out there who need the work. I spoke to Lexus customer service again yesterday. Since this is a buy back sitaution she has asked me to go back to dealership and tell them that I don't want the car fixed but need a replacement. She also indicated this 'case' is with the regional office now and they speak to me through the dealership. The whole process sucks big time!!! I called the dealership and they were very polite and apologetic. But the status has not changed yet. As far as the car goes it sure works ....but do you feel safe driving a car with SRS lights blinking at you all the time...I don't think so. Of course the process sucks. Why wouldn't it be. The only people who told you go through the buyback process are the ones who probably never went through the process themselves. An automobile, particularly a hybrid, is probably the most sophisticated and complex piece of hardware a person will ever own. It doesn't seem like it because the operation has been simplied and dumbed down, that people just put gas in it and drive without realizing how an automobile operates. Your automobile encompasses everything that makes up your house if you think about it. It has miles of electrical wires, microprocessors, sensors, heating, air conditioning, hydraulics, mechanics, thermodynamics, etc. The difference is you call a specialist to fix either the plumbing, the furnace, or an electrician, but in the automotive world, a technician has to be knowledgeable in all those areas. They used to say patience is a virtue, but unfortunately in our society, that no longer has any meaning. You yourself said the dealership was working on the problem along with manufacturer. Thats what they do. Try to fix the problem. Even though it may take time, since everyone is learning and gathering data. Remember, if enough of this situation occurs, the manufacturer may go back and do an engineering or manufacturing redesign and/or put out a new TSIB so that information becomes available for everyone. Unfortunately with today's instant demand and expectation mentality, thats no longer good enough for the consumer. Please don't take it the wrong way, I'm not criticizing you or your decision. You had to make the decision that was right for you. This is more of a rant against our instant gratification mentality. It probably didn't help that your dealership didn't communicate with you as much as you would have like, but I can only go with what we did. As I mentioned we had the same problem with one of our customers. We put our lead diagnostic technician on it, and it also took some time to fix, but communication was a little better. The customer was actually in communication with the technician himself who explained what was going on with the vehicle and why and what the next steps were. Good luck. I truly appreciate your note. Look at it from my side. Bought this 'cool' hybrid, expecting good performance, reliability, safety, and service. All that has happened so far is I have received nothing and added to that have to deal with unresponsive, non-communicative dealership and a luxury car company. A very raw deal.... Have been very patient. The third time around the car was with the dealers for 3 weeks. I don't think any car that I have ever owned was out of commission for that long. And now it is already 2 weeks.....have no clue what is going on. I think the unresponsiveness is the one that bothers me most here. I don't like to be kept in the dark like this. This weekend we plan on going to the dealership in person and see what is going on...

Don't discourage him from trying to work with the dealer in a gentlemanly manner to resolve the problem. There are plenty of hungry lawyers out there who need the work. I spoke to Lexus customer service again yesterday. Since this is a buy back sitaution she has asked me to go back to dealership and tell them that I don't want the car fixed but need a replacement. She also indicated this 'case' is with the regional office now and they speak to me through the dealership. The whole process sucks big time!!! I called the dealership and they were very polite and apologetic. But the status has not changed yet. As far as the car goes it sure works ....but do you feel safe driving a car with SRS lights blinking at you all the time...I don't think so.

It's hard not to be disappointed and utterly frustrated with this experience. Lexus Customer Service has been very vague with their response. Since we have communicated that this is a 'Lemon' and we need a replacement all the I heard from them that this is a 'Buy-Back' situation. What is buy-back? How long does it take? What are the terms? etc...The only answer we get is.. this is going to take time. Moreover, the only way I can get any information is if I initiate a call. There has been no formal written communication from the Company acknowledging this issue. I feel the whole Lexus Experience is a MYTH and this Company is no different from any other I know when there are problems. In the meantime the factory rep is working with the dealership and the latest I heard (again after I called to get the status) from the Service Manager is they want to replace the seat which is now on order.......sigh!!!!!!

Here are the details 1st visit - R/side squib malfunction adjusted pin connector on both seats 2nd visit - Wiring connector tightened under the driver seat (looks like what you did in your case) 3rd visit - Tech found codes B0016 and B0017. Tech found left and right wiring harness bad. Factory field engineer came out to inspect. Tech replaced left and right floor harness. Now ok Just heard back from the service manager at the dealership today the same codes are back again. The factory tech rep has been contacted and he/she will be researching the issue....

When the light comes on, it means the system is disabled . . . a 'major' system failure, for purposes of California Lemon law. Tell your dealer, this is your third time (if I read your posts properly) and now it's time for them to GIVE you a new car ... because they definately don't want you to go to a lemon law attorny. Because if you do, they have to pay him/her, AND give you a new car. Or, at your option, you can continue to let them fiddle with it, until your patience has run out. Thanks fro the note. Our patience has run out and we have already threatened legal course of action if this is not resolved with a new car soon. The only reason the car is back at the dealer's bacause they want to make sure the computer code that is generated is the same one as before and not something new due to the recent repairs they did. Never in my wildest dreams did I ever imagine I would get a "Lemon from Lexus"....

2007 400h has been having problems. It has 6000 miles and had the best lexus experience for the the first 5000 miles. The problem started first in April when the air bag light came on and stayed on. Took it to the dealers to get it taken care of only for it to come back on a week later. Then it came again for the third time in early May. The car stayed at the dealers for 3 weeks where in the problem was identified in the right and left wiring harness. The wiring was changed and only 4 days after the car came back the light is back on again. The car is back at the dealers today. This has left a bitter taste on lexus performance, reliability, and safety for us. Has anybody else encountered this.....