Good evening,


I went today 01/02/2024 to see the service dept as my radio it is not working properly and the surface is peeling off this car is brand new, I been so upset that the technician try to say that the peeling is due to a probably chemical when I do not even use anything chemical to clean the interior or any odors that can leak or at all only a spray that i actually spray on the carpets. Now they make me wait almost 4 hours to then tell me that the technician couldn’t do a proper diagnosis as he supposedly needed my phone to see if that was the issue which it is ridiculous as i was at the location waiting for my vehicle for almost 4 hours and i was not notified until i got upset of the waiting and asked for an update and i am 100%sure that is when the technician started to do the diagnosis and didn’t even finished and only provided guesses. I did not purchase such an expensive vehicle for when i go to service i get guesses it should have be replaced and that is it and the wait make it worse i had the worst experience and service now i am stuck with a radio that does not work proper And the surface is peeling everywhere. I would like a call back and if possible a replacement of that radio so it can work properly instead of coming to me with guesses this was so unprofessional. I was there with my child in top of it i should not have to take a loaner for a diagnostic when i had an appt already set i did NOT go as walk in i only want that radio to be replaced so i can have one that will work properly and that is not peeling not to mention the car has permaplate which i have added to my financial statement when i financed the vehicle so there should be nothing peeling or cracking inside the vehicle. I only want this to be done right for me as a costumer this things should not be happening with a brand new vehicle if it was something that i fid I would not have bother to take it in but that was NOT the case and i was treated like it was.

 

If they offered you a loaner and chose to wait, that was a big mistake. They offer loaners for a reason, it takes time for a dealer to diagnose an issue like that. I wouldn't take a car in for a diagnosis like that and expect it to be done the same day, let alone while I wait. They have to communicate with Lexus for approval, etc. This is why they offer loaners.

What year and model is this Lexus? Do you have a picture of whats going on here? I don't know why the radio would be not working and peeling? What is peeling?

I would take the car back, request a loaner, and let them communicate with Lexus as to what they can do about this peeling trim...give them time to work on it.

 

Welcome to CL as a new poster.

I agree with most of SW17LS's comments. And it would definitely help if you took a photo of the damage and posted it for us so we could see what it looked like.

 

There is nothing that really peels with a radio. It’s typically a PVC or ABS panel.

 

I had a radio bezel one time on a Lexus that was stained by a cleaning chemical (glass cleaner at the car wash) and Lexus replaced it under warranty.

 

Checking the poster's profile it is showing an IS350, so maybe the center screen on the dash as the radio is integrated? If the radio is not working, I believe any Lexus dealer will provide a loaner while they work to find what the problem is, especially on a new vehicle.

 

Well to begin with if you notice i said they said that they needed my phone to be able to diagnose it was not until almost the 4 hrs me being there and because i asked for the status of the vehicle and because they where not sure i request my vehicle back then they choose to tell me they needed my phone to see what the problem was me 4 hrs there they could not bother to ask me to bring the phone that only means they weren’t even checking the car until the first time i went and asked for an status, i made an appt because i live an hour away i could not leave the vehicle to they come back and pick it up we all don’t have that luck and luxury to be able to take time off from work to be back forward.
The car is an IS350 2023 the CD gets stuck at times and the music glitches or makes a weir sound when playing. And the face of the radio the black film look like it was melting i do not put any products on my car and they were saying it was probably because some chemicals but they weren’t even sure they only came back to say they were not fixing that or replacing it.

 

Why on earth would they need your phone to diagnose peeling on your radio or the CD getting stuck in the slot?

 

That's what I was thinking too.

If the music only sounds bad when using a phone to play music using the radio's Bluetooth, this should have been clearly explained so the tech would know to use the customer's phone to duplicate and diagnose the issue.

This tells me the tech thought the radio sounded fine.

Also, CD's can jam from mechanical error but can also be caused by user error.
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* Need to see pics of the peeling bezel.

Please post pics.
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Yes I did explained but they did not pay attention to what i was saying i specifically told them i only use the Bluetooth and that the carplay is off to avoid miss connections as it happened before which i thought it was the problem but then it continued.

 

Where are the pic's?

 

The white parts that was dealer as they made it worse

 

Was this new off the lot or previously owned? It looks like a lot of use if I'm seeing it correctly is why I'm asking. If there was a previous owner they may have tried to do something to the system and not caught by the dealer when inspected.

 

It looks like someone took a hammer to do.

 

Brand new i am the only owner and it was fine until i got into the car 2 days ago and notice that.