python1

My 2002 rx300 transmission awd died on the nj turnpike recently at 102000 miles,and way out of warranty. I was towed to the dealer and was told the repair would be about 5000. Of course i did my google research and found this to be a prevalent issue.So armed with all the internet data i made a phone call to lexus usa, who listened to my story and said they would get back to me in a few days. A young lady from lexux called me back a few days later and told me lexus would do a good faith replacement of the transmission,but i would have to pay the labor of 1300. That seems reasonable and did not take much effort, It pays to pursue what you beleive in.

lexus114

Way to go!!

salimshah

Did you have extended warranty, which lapses at 100k miles? Did you buy the RX brand new or recently? So what made your case so convincing? You were almost close to twice the base warranty.

Dont get me wrong, I am happy for you, but at the same time there has to be some rational in Lexus' action.

Salim

SGMIS3

Its not unheard of that they covered the transmission partially even though he was out of warranty.

salimshah

I am trying to ascertain the criteria, if any. Typically it is close to warranty expiring [odometers are never accurate] along with customer goodwill based on loyalty and vehicle service history. Although the best course of action for us customers would be that Lexus announces a milage [pick a number, say 150k miles] till which they provide in-warranty service. Randomly saying yes/no does not fit well with me. I am happy for python1, but feel for all others who have been turned down.

If during service, any thing breaks then we are talking negligence on dealership part .. but that is a different case altogether.


Salim

Edit: Python1: Please share what you think is the reason Lexus agreed to do the repair by eating up a portion of the repair cost. This information may be very useful to others.

python1

first i told lexus that i had a reasonable expectation of longevity when i bought my rx 300 new in 2002. i did not have an extended warranty.the service managers support is also important as they can be your strongest advocate to lexus.i also told lexus that i have read hundreds of internet postings on other rx300 stories regarding transmission failure.cases by case it is probably more cost effective for lexus to grease the squeaky wheel rather than to have a recall program.and lastly use a convincing tone and demeamor armed with the facts when calling lexus, they were reasonable with me.

salimshah

Thank you for the reply python1. When I look back at my posting, I was concerned that, it may seem I am doubting your claim ... [net post lack the expression and do not carry the tone].

I think the key is the attitude of the service adviser/manager. If they go to bat for you, Lexus would comply.

Hooray for you! and thanks again for taking my posts in the right spirit.

Salim

thomas1

Yes I am afraid it depends on the support from the dealership. Mine sucks (Lexus of Roseville)....

tomstep2

My experience with Lexus in Chattanooga was very good. Mine was not the tranny, but the dreaded engine sludge in my RX. It was well out of any warranty, (120K) and due to the service records showing oil changes at the recommended intervals and the known issue, they installed a new engine for free. I agree with Salim, the Service Advisor is your biggest advocate.