irishbrahm

Yesterday I received the following email from Lexus (I purchased the car 2 months ago):

Congratulations on the purchase of your new Lexus. We hope you are enjoying your complimentary trial of Lexus Enform.

We understand that some of our Lexus guests may have experienced technical difficulties during the enrollment process for their complimentary Lexus Enform trial. We are sorry for any inconvenience this may have caused since your satisfaction is our highest commitment. As an expression of this commitment, we are extending your complimentary trial of Lexus Enform services for an additional year. This trial extension will be applied to your account by August 31STand no action is required from you. You can visit MyLexusEnform.com after that date to view your new renewal date and a full account summary.

If you have any questions regarding your complimentary Lexus Enform trial or do not wish to receive the additional 12-month trial, please feel free to contact us at 1‑855‑311‑4482.

We hope you are enjoying your Lexus and continue to benefit from the safety and convenience services of Lexus Enform.

Sincerely,
Lexus Enform Customer Support
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I think an additional year of Enform is extremely generous. This gesture distinguishes Lexus from other carmakers.

bc6152

Should be free IMO.

lesz

My Enform Remote subscription stopped working a few months after I bought my 2017 ES last fall. For about 2 months, it didn't work at all. Evidently, they switched their software and didn't have everything figured out before they started to use it.

When they finally got things working, I called, and they extended my subscription for 6 months. I thought that was pretty good, but you did better.

Popgun

I got that letter too. Bought my 2017 ES in July. And had BIG problems getting Enform to work. But has worked good since they did whatever they do!

BradTank

I agree that Enform should be free, or at least some stripped down version of it should run free with maybe extra services being pay. The whole thing just casts Lexus in a poor light. The remote start lockdown unless you buy Enform is maddening.

Probably why the whole thing was a disaster for them. Horrible reviews and very few people actually paying for it after the free period.

bc6152

When I bought my car the remote start was an option but you kept it as long as you owned the car. Now, it goes away when the free subscription expires. Very poor IMO. I ended up buying an aftermarket for half the cost of the Lexus accessory. Still use it 5 years later. Cost = 0.

TechNut

I have to agree. The remote start was sort of working for me - I could switch between cars and it would start the car at least one out of three tries <sarcasm implied>. I even paid for it three years in advance in a moment of weakness when it seemed to be working. Now for the last six months it has totally been clobbered. It dumped both of my cars from the app. When I try to add a car back in, only one car and a previous 2013 Lexus vehicle show on the list. If I try to add the current car from the web portal, it just fails and tells me I must call Lexus at a toll free number. I called them yesterday and they couldn't add either current car either and said they would have to contact their tech support during the middle of the day during the 30 minutes when they actually work (at least I'm assuming they don't take time from their beach volleyball for more than 30 minutes a day). Today I got a call and they told me I would have to press the SOS button from the car and speak to them. I suppose I need to call them during their 30 minute window again but they didn't specify an exact time.

This is very frustrating. If I could make the decision again I would not purchase the remote start service as it is simply too unreliable to be of any use. Toyota/Lexus may build nice cars but their IT support for their connected services is virtually non-existent. They clobber anything you get working and they don't appear to be able to remedy anything they break. Sadly this has been a complete waste of money.

lesz

When I couldn't get my Enform Remote to work for several months, I had tried contacting Lexus support directly several times, and they were of absolutely no help.

Finally, instead of contacting Lexus support directly, I called the tech specialist at the dealership. He explained to me that, with the new software, essentially, each customer's account needed to be programmed into the Lexus system individually before the the app would work for them. He said that he would use his contacts with Lexus support to get my account properly programmed. He told me that it would likely take 48 hours so for them to get the job done, and, as he promised, about 48 hours later, everything was working properly.

So, for those who are still having difficulty, I would suggest that, instead of calling Lexus, they should solicit the help of the tech specialist at their Lexus dealer.