The NHTSA has a "File a Complaint" web page that says: "Government engineers analyze the problem. If warranted, the manufacturer is asked to conduct a recall." They also have an "Office of Defects Investigation" web page that you can see Complaint ("ODI") # 10178801 from "JB". His/her LS 430 trunk struts "failed", and caused injury "IN THE AREA AROUND THE EYE AND THE UPPER CHEEK BONE."
After reading that complaint, I filed Complaint ("ODI") # 10181946. While I haven't heard the results of the NHTSA's safety investigation yet, and I don't know exactly HOW the NHTSA does their investigation of possible safety defects, I wanted to say this. I hope the NHTSA gets the computerized service repair records of all the Lexus dealers (and larger Independents) in the U.S. to see how many 2001 to 2006 LS 430's have had their trunk struts replaced under warranty, out of warranty, and under extended warranties, and finds out how long the original OEM struts lasted. This is the "key" to me, since all struts wear out over time, but I believe that Lexus's trunk (and "hood", I now understand) struts could be made to last longer. They then could be less of a safety issue for Lexus mechanics and customers within as short a period of time, as these struts weaken!
I say this because I have had Lexus service managers tell me that it is not uncommon for those trunk struts to be replaced within 4 years (Their names will remain confidential, as I don't have their permission for disclosure). But, I do have permission from my two Lexus Independent Service and Repair shops who are both owned or operated by former "Lexus Certified Master Mechanics" (once they leave Lexus they can't legally keep that title).
Here is what Jim Pratt at PrattLexusCare.com and Craig Davenport at DavenportMotorCo.com recently both said: "I would not be surprised to see 2001 or 2002 LS 430 trunk struts in need of replacement before the 4 year or 50,000 mile warranty is up." They both could not remember (without researching first) at exactly what point in time after new car delivery, did these "replacement needs" happen, but I'll bet the computerized service records of the dealers and Independents could show that.
Now for the latest developments in my "Lexus Broken Repair Promise"
On 3/12/07 I called the 1-800- 25 LEXUS "Customer Satisfaction" number to try and find out who posted the 3/1/07 Lexus National HQ's response of ""Lexus is (STILL) willing to work with the customer to repair his vehicle, if desired." to my 2/23/07 online BBB complaint. I spoke to Jennifer who said someone will call me back. Well, today, 3/15/07, I got a call from Gerry at Lexus Corporate. He said that Lexus is willing to replace both my trunk struts at no charge to me. I said why did this take so long (from 3/1/07 to 3/15/07) for someone to call me or my local dealer's service manager to fulfill the original 3/1/07 offer (I did not ask, but should have, why I had to call 1-800-25LEXUS a second time on 3/12/07)? He not only did not know why, but then said that as far as the 3/1/07 BBB response was concerned, he knows from his training at Lexus that it is not standard operating procedure to respond to customer complaints "indirectly" vs. calling or e-mailing the customer directly. I found this interesting as the manager at the BBB told me that their " Business Response to Complaint" web screen for my complaint is private and not open to the public yet, as it is still an open case.
Gerry also did not know who the anonymous person at Lexus Corporate HQ's was who posted the 3/1/07 BBB "willing" response. Lexus (in Torrance, Ca.) must be a bigger company facility than I thought! Anyway, here are the three things that Gerry said he would do for me: 1. Send me an e-mail confirming the "no charge" vs. $469.64 replacement of my trunk struts. 2. E-mail my local dealer Service Mgr or the Shop Foreman (who both have my e-mail address, already) to e-mail me to come in to have the "no charge" work done. 3. Do his best to find out who it was that sent the 3/1/07 BBB "willing" response (Disclaimer - Gerry never really agreed to # 3, as I got the feeling he wanted me to forget it, and "move on".)
So, I want to see if after two Lexus "repair" promises, if my "no charge" repair actually happens. I do have some loss of TRUST in what Lexus tells me after a two week wait, and my local dealer Service Manager not calling me to tell me he has gotten the OK from corporate (because corporate never contacted him). I, also, have enough lack of complete trust, that I am going to take up my local dealer's offer of allowing me to go into the service area, and watch my car being repaired. He said that that was "OK" in a "face to face" meeting with me a few weeks ago. I'm sure there will be no problem getting the "old parts" to take home, as Lexus always has had that customer service policy.
I want to be an "ADVOCATE" for "Lexus Customer Satisfaction", but the way this has been handled (a "repair" promise, and then a two week delay), is making it hard for me to say that Lexus has good "Collaborative Customer Relations Management". I hope Mr.Teiji Tachibana (Senior Managing Director, Chief Director of Public Relation, Chief Director of Housing Business, as noted in Reuters), and Mr. Shinichi Sasaki (Senior Managing Director, Chief Director of Quality Assurance, Chairman of the Board of a Subsidiary, as also noted in Reuters) are reading these blog posts of mine.
See my first post on this at: "2007 Lexus LS 460's Retro 1990 Trunk Lid Mechanism"
See my second post on this at: "Has Lexus Read the "Cluetrain Manifesto"?"
See my next post on this at: "Lexus Customer Satisfaction - A Vehicle For Brand Building?"
Ihave a Lexus 2001 and I noticed trouble with the struts not holding open the trunk several months ago. Unfortunately while my head was under the trunk,it came slamming down causing near de-capitation and when I pulled up severe bruising to my right arm In the meantime, I am using a stick to prop open the trunk . My neighbor who owns the sports model recently had to replace hers also. After reading your posts I think I will be calling the dealer and then the customer care # to see what they are prepared to do or not do as my car is out of warranty.I'll keep you posted but down the line someone is not going to have as hard a head as mine and I foresee some real trouble liability wise.
Posted by: Lise | April 22, 2007 at 12:44 AM