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Lexus Customer Satisfaction - A Vehicle For Brand Building? - Brokerblogger

As I said in "2007 Lexus LS 460's Retro 1990 Trunk Lid Mechanism", I turned down my Lexus dealer's offer in 2002/3 to replace my 2001 trunk struts with the exact same ones, as I did not see any long term benefit.  Mine were just starting to not hold up the trunk lid very well, but my wife and I had not got hit in the head by that time.

Around the last week in January of this year, after my warranty was long gone, and many "trunk lid hits in the head", a dealer in San Diego said to call Lexus Customer Satisfaction (AKA = " Lexus Customer Assistance Center"). I did, and got this response on 2/7/07:  "Consumer opinion and perception also play an active role in our ongoing efforts to lead the automobile industry in quality, innovation, styling, and reliability. We apologize that you are displeased with the functionality of the trunk on your 2001 LS 430. We do not have any options available to change the design or functions of the trunk on your vehicle."  Lexus Corporate is basically stating here that Toyota (parent company) had not improved the trunk struts on my 2001 LS 430.

However, based on the fact that Lexus had changed the part number (with no date of change, or reason why, given the dealers), and on what "cneuman" said on 2/23/07 in Edmunds.com "Lexus LS 400/LS 430" chat room, I then had some hope that the replacement struts would, indeed, show "a definite marked improvement" (quoting "cneuman" who just had his 2002 LS trunk struts replaced). 

But, here is how Lexus (Corporate) Customer Satisfaction handled my Los Angeles BBB, 2/23/07 complaint (Id # 98174320).

NHTSA LS 430 Trunk Strut Investigation - Brokerblogger

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"

Has Lexus Read the "Cluetrain Manifesto"? - Brokerblogger

I do enjoy bringing loyal, long term buyers together with ethical and value driven sellers, especially when that loyal buyer is me.  While I believe that Lexus is, overall, an ethical and value driven seller, nobody (buyer or seller) is perfect.  We can all make mistakes. 

But, the keys to rectifying or avoiding mistakes are effective engagement, and upfront and continued transparency.  I hope I am continuing to do my "buyer" part by posting my constructive safety complaint and educational information in "2007 Lexus LS 460's Retro 1990 Trunk Lid Mechanism " 

The "Cluetrain Manifesto" says "Whether explaining or complaining, joking or serious, the human voice is unmistakably genuine. It can't be faked.", and then, "But learning to speak in a human voice is not some trick, nor will corporations convince us they are human with lip service about "listening to customers." They will only sound human when they empower real human beings to speak on their behalf."  This is a recent online BBB response to my complaint that I got from some anonymous person at "Lexus National Headquarters", "Customer Satisfaction":  "We apologize that the response the customer received was not what he hoped for."

There, Lexus was explaining to me that there was never a change or improvement in the engineering of the replacement trunk strut part # ending in "31" from "30", besides saying that they originally (back in 2002/3, I assume) offered to replace my trunk struts with the exact same ones under warranty.  They also said "Lexus is (STILL) willing to work with the customer to repair his vehicle, if desired."  That was posted anonymously by someone at "Lexus National Headquarters" on 3/1/07 on the BBB website.  I not only have not heard directly back from Lexus HQ's to my acceptance of their offer to do what I requested in my BBB complaint (no charge for struts due to "safety problem"), but my local dealer's Service Manager tells me he can't do the "no charge struts" (a $469.64 value), and he also can't find out who posted that BBB response from Lexus HQ!  So, today makes 12 days that have gone by with me not knowing if Lexus's offer was legitimate or not!

I have multiple goals in pursuing this. Even though I have the $469.64 to have the dealer put in a set of replacement struts, I believe some of the people who have this same trunk safety problem may not (See other's complaints in the "Comments" Section of my last blog post).  Plus, I love the Lexus brand, and am loyal to it.  I'm convinced that the original (and maybe replacement # "31") trunk struts are weakening too fast.  To me, Lexus is too good a quality of automobile manufacturer to let this go on, and let the customer pay for the replacement struts, if their car is out of warranty.  So, here is what I'm now suggesting.