How you had my loyalty but then completely lost it

Posted Sun July 1, 2012 11:48 am, by Katherine G. written to Lexus

Write a Letter to this Company

This is a story of how Lexus completely and forever had my loyalty and then completely lost it. In 2005, I bought a 2003 ES 300. This was my first entry into the luxury car market and, at the time, the max I could afford. That car was plush thru and thru. The external design was pretty grandma, but even as a single 31 year old, I was ecstatic to be rid of car issues and super super satisfied with the luxury found inside the car. The feel of the steering wheel clicking against my rings, the seats were so comfortable I could sleep there (which I had done a couple times). I even drove from Tucson to San Diego (8 hr drive) straight other than a very quick stop for gas - that's how comfortable that car was. The car's name was Bela - she was so beautiful on the inside - and I had no need to sell other than I wanted a sportier car design that better fit my personality. I had the Lexus car salesman take pictures with me and Bela as I traded her in, a big mistake.
In 2010 I bought a brand new 2010 IS 250, breakwater blue. Beautiful on the outside, but what a cost-reduced, UI-IGNORANT piece of metal. The list of issues that culminated in motivating me to write this letter starts with how terrible the User Interaction Design is on the navigator, especially the "call when driving" command. I mean really - do I really need to listen to the list of possible commands everytime before that lady will even take my command. Even then she NEVER understands me. This is the Sears version of UI. Go hire it out. If you have this as your internal compentency... this has me so frustrated I don't even want to waste any more time on it. Next, you couldn't put adequate insulation in my dashboard? I had to deal with a rattling dash board for 3 months before the Service people (who were very nice and tried very hard to make me happy - at least there are some people on staff who care about my experience) could also hear the sound (I dropped the car 3 times for this). My CD player ate my CD's, right off the lot - CD player had to be replaced. Next, as soon as the rattling in my dash board was fixed, now my seat belt is rattling. A Lexus search will show that this is ALSO a common issue. What the @#$% people. Now this is what has me utterly irate - how you've designed the interaction when the fob battery dies. You annoyed me for months that my key fob battery was weak, but you trained me with Bela that it doesn't matter. Every other car I can see is also designed the same way as Bela. Where there is an external key lock to still gain access when the fob is dead. Where there is an easy way to start the car when the fob is dead. There I was, rushing to go to Yoga class, with my keys, standing in front of a car that I paid for and I own and I have no way to get in the car. IF YOU ARE GOING TO ANNOY ME FOR MONTHS ABOUT A DAMN WEAK KEY BATTERY, THEN AT LEAST TELL ME WHY I SHOULD CARE. Yes, we eventually did figure out how to get in the car and even after more work figure out how to start the car, but how piss poor an experience that was. If I was alone in a dark parking lot and this had happened, my word. I am very disappointed with Lexus. I get lots of compliments on her (Isabel's) external design, which is a great segway for me to tell these people how terrible a car she really is and how she is always in the shop. One of the people that helped me open the car when the FOB died needs to replace his BMW, but after seeing this mess of a car design, he's not buying Lexus for sure.

I would like a better car with better, more consumer considerate UI. At a minimum, I want all the known issues on this car fixed NOW, so I don't have to deal with them one after the other forever. I want a Firmware reflash with the latest UI for all in-dash electronics - navigator, phone, etc.

Log In/Create an account | 8 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Just because one car by MA Bellamy Posted Mon July 2, 2012 @ 1:36 PM behaves a certain way does not mean that subsequent cars will do the same. The fob was telling you it needed attention, you chose to ignore it. I have a hard time feeling sorry about that. And as a piece of advice, I've found that all my cars behave much nicer when I don't tell everyone what hunks of crap they are. Just a thought. Reply Ugh.. by jeishere Tue July 3, 2012 @ 12:55 PM Re: How you had my loyalty but then completely lost it by RedheadwGlasses Posted Mon July 2, 2012 @ 1:20 PM Lexus isn't really a luxury automobile, they just market it as such then charge people accordingly. Reply Really it's just a glorified Camry. by PepperElf Wed July 4, 2012 @ 5:23 PM Re: How you had my loyalty but then completely lost it by almond Posted Sun July 1, 2012 @ 6:00 PM You ignored the low battery warning for months then blamed the manufacturer for the consequences. That's funny. If you had read the owner's manual you would have known what was going to happen. Reply Its the cars fault by McJohn Sun July 1, 2012 @ 7:20 PM You laugh by MA Bellamy Mon July 2, 2012 @ 4:03 PM