The 1989 LS400 Recall - Above and Beyond the call of Customer Service

1. In 1987, Toyota announced Lexus

This was a new division that would build and sell luxury vehicles all throughout the world.

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

2. In 1989, the LS400 was delivered

It cost $40,000 which was nearly half the price of a full-loaded Mercedes S-Type.

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

3. A small glitch was noticed

The glitch was tied to the car’s cruise control system, and it was noticed by two customers in different parts of the country.

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

4. Lexus took the high road by issuing a recall on the vehicle

This was relatively unheard of – the admission that its engineers were, in fact, human, and made errors. What set Lexus apart from other brands was how they stepped up and issued a recall on the two cars publicly instead of acting as if nothing happened. 

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

5. A conscious decision to redefine “luxury”

The Lexus team wanted the world to know that this was a new kind of car company, one that didn’t just talk customer satisfaction but rather, one that lived it. 

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

6. Lexus did everything to put customers at ease

Every customer received a detailed apology letter, and advised that their dealer would come to their homes, pick up the car, and leave them a loaner car free of charge while the repair was made. Every car was returned to the owner washed, detailed, and with a full tank of gas. Additionally, there was even a gift sitting on the driver's seat as thank you for their patience.

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

7. The day the Lexus was truly established

The positive PR Lexus received following its efforts with the recall truly established the brand as a first of its kind, customer-focused luxury vehicle. 

>>Join the conversation about the 1989 LS400 Recall right here in our ClubLexus forum.

For help with your do-it-yourself maintenance or repair projects, please visit out how-to section in the forum