"zar, can you write a sample email and we all (I hope) will be more then happy to sign it?"

Great idea.

 

Two comments:

1) Concerning "warranty" for the DVD. Lexus CS clearly stated that *they* believe the navigation functions properly and don't see it not knowing about a road or incorrectly routing you as a defect. This is part of the problem. They just don't understand that having incomplete data is almost as bad as having a system that doesn't work at all.

2) Regarding me writing a letter. Well, I have done this (many times) and I think the most powerful message would be if everyone wrote a letter. Now, here is a *suggestion* and you can then modify it and send it (email or snail-mail) so they get many of these.

Here is mine:

Dear Lexus Customer Satisfaction,

I am writing you to urge you to reconsider your current policies regarding you navigation DVD updates. Many of your customers have been waiting for over a year for updates that they have been promised by their dealers and Lexus. After many missed dates you have finally released an update but you have priced it at $500 (dealer price) and the dealers are requiring installation (quoted at $100).

I find this to be an unreasonably high price for an update to a system that was out-of-date when I purchased my vehicle. In addition, requiring installation should not be required in light of the simple procedure to install the update.

Lexus should price the update such that every navigation user would be able to upgrade every year, as you have promised for updates in the future. As one can buy a complete GPS-based navigation system, including hardware from other manufacturers for $500, it would seem that your upgrade fee is not reasonable. A $50-$100 fee would be considered reasonable by a large majority of your customers and would encourage them to keep their systems up-to-date which is very important for safety reasons.

I feel the current pricing and policy of requiring installation by a dealer is unfair to your customers who invested over $2000 in your system and even more in your automible. Please, resonsider your pricing and installation policy and allow all of your loyal customer the opprotunity to keep their navigation systems up-to-date.

I hope to hear of your new policy in the near future so I may be afforded the opportunity to upgrade my system.

Regards,

David M. Zar

 

The local Acura dealer said that updates are ordered directly by the customer via the following number. 888-549-3798.

I called & was told that the update for 9/1/2001 is available for $152.00 + S&H.

This I could live with, but the 228% higher cost for the Lexus is hard to justify. Am I missing something?

 

You are missing NOTHING. Lexus doesn't seem to care about its customers who shelled out $2000 (or more) for the DVD navigation system. They have proven that to me for over one year. This is why I am urging everyone I can to write them and tell them they are being unreasonable. I believe they see this update as a way to make a lot of money from people who have already spent thousands of dollars on their products with promises to keep them up-to-date.

Oh yes, they did tell me that (paraphrase) "we don't care what other companies do, we do what we want because we can..." when I informed them of the Acura (and GM is similar is price) deal.

 

Sounds like ANOTHER reason to shop non-Lexus for my next car.

 

Can somebody give an Lexus Customer Satisfaction' email address?

 

The Lexus Customer Assistance Center
Monday - Friday, 6:00 a.m. - 5:00 p.m. PT
Phone: 1-800-255-3987 prompt #4
Fax: 1-310-468-2992

Address:
P.O. Box 2991 - Mail Drop L202
Torrance, CA 90509-2991

Now, you cannot email them unless you set up an account on their web site (lexus.com) and then there is a link for email submissions. You can *try* Customer_Satisfaction_Inquiries@lexus.com but this may not work. Just a thought based on some of my experiences with them.

 

I still don't know why they didn't update it for free? It is still under warranty isn't it? My mother's LS is a CPO and she got her's free, but oh well. $499 is still too much. $250 is still too much. I'm gonna help complain. Best of luck bro.