In this case you do not get what you have paid for
Imagine having a car that’ just over 12 months old. It’s done just over 5000kms and you paid nearly $50,000 for it.
As a part of that you pay for an upgrade that includes wireless phone charging.
You’re told the Enform app is the Lexus equivalent to AppleCarplay they sell you the features. Enform runs all mainstream features you would expect in a car.
A few months later all the Enform features disappear
No notice or communication from Lexus.
You are left with a car that no longer has the features you paid for.
Lexus then provide you with an Option to upgrade to AppleCarPlay. ...As you no longer have a useful entertainment system or basic features ie Where is the closest fuel station, weather ect you pay the $240 for the upgrade. You get the car back and for the next few nights you are following the link on the Lexus site trying to get it to work. Lexus do not provide instructions or help so you are googling how to set it up yourself. It does not state anywhere on the Lexus website you will need to have a cord running from your closed centre console that runs along the where you gear controls are to under the dash where the “ wireless “ charging is. The AppleCarPlay will not work without this. You are not told this before paying for the upgrade. You think because you have paid nearly $50,000 for a car it would work via Bluetooth. After all you can buy a cheap car under $20,000 that has this feature it’s not state of art. Since the upgrade you paid for EVERY time you get in your car you have the option of manually pairing up your phone so you can listen to music and take a call if the phone rings ect Or You take the case of your phone put the phone on the wireless charger as it won’t charge with the case on and have the cord running from under the dash to the centre console. When you get out of the car put your phone back in its case as it holds your cards & money ect. And repeat that every time you use your car. You call Lexus and tell them you don’t want the CarPlay to remove it at least that way you won’t have to have the cord running along the centre console to the wireless charging. You paid an extra few thousand dollars for that feature that’s now useless. You have to manually pair your phone to every time you get in the car. You tell them you don’t want a refund you just want the program removed. It’s not acceptable you have to do the above every time you start the car to use a basic feature. You speak with a manger at the call centre. You tell him you need the CarPlay removed and it’s not about the money. Lexus can keep the $240 you just want a car that you can use basic features you paid extra for without the cord or having to set up your phone every time you get in the car. You paid extra to have the wireless charging that is now useless. The manager speaks over you the whole call, you don’t get to explain it’s not about the cord you can’t use your Bluetooth feature without manually setting up the phone every time you get in the car. You are spoken down to in a condescending manner, then attacked personally and told you don’t know what type of day you have had but he is not there to listen to you complain about a cord and you are not getting a refund ( Even though you have said numerous times you don’t want one ) And that’s Lexus stance on the matter. The phone cuts out, you call again thinking the phone has cut out. Turns out he has hung up on you it didn’t cut out. You are greeted curtly and told you don’t know why you are calling back. You explain you are calling to have the above rectified. He then continues to speak over you and starts to raise his voice. You ask him not to raise his voice you are not yelling or abusing him you have the right to have the above fixed. He then tells you not to call again and hangs up on you for the second time. You call Lexus for help, you are spoken over, spoken down to, yelled at and hung up on. By a manger. That can be verified as being correct with the Lexus quality call recording control if they listen to the calls. You then send an email saying to don’t feel like you had the chance to discuss your concern in a fair manner and if he can not assist who can ? Over 1 month later no reply. If someone from Lexus head office would like to call me to discuss the above that would be great. If not looks like I will have to escalate the concern to the ombudsman. This is not for the dealership to sort out it’s Lexus as a corporation. You are selling people cars and they are paying extra for additional features. You then take away the basic features making the upgrades they paid for pointless. On top of that it’s absolutely disgraceful that you have a manger that speaks to people this way.
Purchased for $49,000.00.
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|Category||Small / Compact SUVs||Small / Compact SUVs||Small / Compact SUVs||Small / Compact SUVs|
|Transmission||Continuously Variable (CVT)||Continuously Variable (CVT)||Continuously Variable (CVT)||Continuously Variable (CVT)|
|Drive Type||Front Wheel Drive (FWD)||Front Wheel Drive (FWD)||Front Wheel Drive (FWD)||Front Wheel Drive (FWD)|
|Fuel Type||Petrol||Petrol||Petrol||Hybrid and Petrol|
|Wheels||17" Alloy||18" Alloy||18" Alloy||17" Alloy|
|Fuel Consumption||5.8 L/100km||5.8 L/100km||5.8 L/100km||4.5 L/100km|
|Fuel Tank Capacity||47 L||47 L||47 L||43 L|
|Engine||4 Cylinder 2.0L||4 Cylinder 2.0L||4 Cylinder 2.0L||4 Cylinder 2.0L|
|Max Power||126kW @ 6600rpm||126kW @ 6600rpm||126kW @ 6600rpm||107kW @ 6000rpm|
|Max Torque||205Nm @ 4800rpm||205Nm @ 4800rpm||205Nm @ 4800rpm||188Nm @ 5200rpm|
|Country of Manufacture||Japan||Japan||Japan||Japan|
|Manufacturer Warranty||4 year(s)||4 year(s)||4 year(s)||4 year(s)|
|Release date||Nov 2018||Nov 2018||Nov 2018||Nov 2018|
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