OK, here is my rant. My 11 month old Lexus, with 3052 miles on it, needed an oil change. I got in to start it, and the electrics went wild. I pushed the start button, but the panel said, "Low Battery, contact your dealer." I called the dealer who advised they do not have their own tow truck, but simply contact "Lexus roadside assistance", and they were there within 20 minutes. The tow driver stopped on the street in front of the house and said he would not touch it until I had it on the street. He recommended that I jump it, get it started, pull it on the street, and he would return to tow it to the dealer.
Well, that sounded easy enough until I realized the doors are electronically opened, so no power, no open door to open the hood, in order to jump the battery. I called my Lexus dealer who said he had no idea how to open the electronic door, but would call Lexus of North America, who had special techs available to assist me. 10 minutes later "Sum Ting Wong" called me, and provided the secret way to open the door. Mr. Wong said to get a jump box, attach it to the two jump tabs on the main fuse block, jump the car, and drive it down. I used my anti-polarity jump box (if you cross wire the positive and negative, it will shut down), and the car started. I backed it down the driveway onto the street, and upon doing so, the car died. No biggie, I called back Lexus, and they sent their tow truck.
Well, the only way to get the car into neutral is to start the car, so the tow driver jumped the car, but had to do it 8 times total in order to get the car on the flatbed. Once I got to Lexus, the Service Advisor was very apologetic, saying he would take care of everything, and even gave me a really nice new loaner Lexus until my car was done.
I got a call from the Service Advisor who said all their techs were unable to troubleshoot my problem, so Lexus specialists came out and decided that my ECU (Computer brain) was fried, and MOST LIKELY as a result of the owner of the car (ME!) MUST have crossed the wires while jumping the car, and it would be my responsibility to pay for a new ECU. When I asked how much this ECU costs, the Service Advisor said, "Well, at least $5000, but don't worry, you won't pay a dime." He simply asked me to call Lexus of America, explain my issue, and they would provide authorization for the dealer to order a new ECU.
I called Lexus of America, explained the situation, but instead of providing authorization, she said once she receives payment from me for a new ECU, she would fix my car. When I explained it could have easily been their authorized tow driver, she snapped back that it was my responsibility to sue the tow driver and his business.
Well, this was where I lost my poop. I told this lady that I would rather burn that "flippin" car down in the dealership parking lot, rather than spend $5,000 to repair an obviously defective new car. I was asked to start the claim process with the tow truck company, but I had to yet another number, file a claim, then I would receive the name of the tow company. This lady was real nice and sensed my frustration. She asked me to call Lexus "Brand Engagement Center", explain my frustration, and maybe they can use my previous Toyota and Lexus loyalty to help me.
I called the engagement center, where she looked up my account, and saw that so far to date, I have purchased 9 new Toyota's and 3 Lexus's since 1988. Once she saw this, her tone changed and said although she was just the low man on the Totem Pole, but believes they will cover the cost for a new ECU. Well, right now, I have a great loaner, I will refuse to pay one red cent for any ECU, so it seems this will be a long ordeal.
To be continued...
