Trust a Main Dealer?
Trust a Main Dealer?
I drove away, and within a mile or so used my offside drivers door mirror. I was shocked to find that I had 2 rather odd looking views. The glass was cracked across the middle. The crack was certainly not there when I made the journey to Lexus
I contacted Lexus who advised me that they had examined all CCTV with the exception of about 3 seconds and were unable to locate where my car had been damaged.
This was their response:
As discussed we have reviewed all images and events surrounding the duration of your vehicles presence on site yesterday, at no point of the cars journey was there any evidence to suggest this issue was caused whilst in our care We operate a in completely transparent environment and have always historically taken responsibility in cases where we have an valid obligation.Whist I fully understand your frustrations and disappointment I remain of the opinion we have no obligation on this occasion.
I advised Lexus that I had used my offside mirror on at least 3 occasions during my journey to their premises.
They have agreed to obtain a door glass at 'Cost' for me, however on this occasion I feel concerned and let down.
On Saturday 19th February 2010, I took my IS200 to my local Dealership in Norwich. The reason for doing so was for a problematic rear number plate light. The Aftersales Service Manager, of who I have previously had dealings with was most helpful. A mechanic was called across and about 20 or so minutes later the car was returned. The Aftersales Service manager informed me that there was no charge. I left the premises feeling very positive.
I drove away, and within a mile or so used my offside drivers door mirror. I was shocked to find that I had 2 rather odd looking views. The glass was cracked across the middle. The crack was certainly not there when I made the journey to Lexus
I contacted Lexus who advised me that they had examined all CCTV with the exception of about 3 seconds and were unable to locate where my car had been damaged.
This was their response:
As discussed we have reviewed all images and events surrounding the duration of your vehicles presence on site yesterday, at no point of the cars journey was there any evidence to suggest this issue was caused whilst in our care We operate a in completely transparent environment and have always historically taken responsibility in cases where we have an valid obligation.Whist I fully understand your frustrations and disappointment I remain of the opinion we have no obligation on this occasion.
I advised Lexus that I had used my offside mirror on at least 3 occasions during my journey to their premises.
They have agreed to obtain a door glass at 'Cost' for me, however on this occasion I feel concerned and let down.
![[Image: LexuS-Copy.jpg]](http://i65.photobucket.com/albums/h204/Sparkystav/LexuS-Copy.jpg)
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
Sparkystav
09-01-2018, 03:15 PM #2If they offer a completely transparent environment then ask if you can see all the CCTV footage?
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
Also they should of done a check on the car for damage before starting work on your car with a check sheet.
Sorry to hear this but these things happen all the time, it would of been correct for the garage to offer to replace the part for free.
I like Stav point but i bet you cant see the footage:laugh:
Also they should of done a check on the car for damage before starting work on your car with a check sheet.
Sorry to hear this but these things happen all the time, it would of been correct for the garage to offer to replace the part for free.
i would ask to see the CCTV
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
Sparkystav
09-01-2018, 03:23 PM #5Why should you pay anything?
i would ask to see the CCTV
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
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My point with Lexus being that it need not have been a visible strike on the mirror, what's to say that something did not fly up, or ping off another car being worked on? What frustrated me really was the Aftersales Service Manager suggesting that there was only about 3 seconds worth of non coverage when the car was not in view, thus implying that they have camera's everywhere. That seems strange in itself as most company CCTV;s either don't cover every angle,or simply don't work. Even City Centre CCTV does not provide 100% coverage......
you wish to see the vehicle inspection sheet prior to any work being undertaken
you wish to see the CCTV footage from the workshop as well as the surounding buildings that your vehicle had passed.
if the do let you see it see if they have zoom features if its digital you normally can to an extent see if you can see the cracked glass.
also ask to see the CCTV of your car going in you may be lucky and it will show the glass not being broken on its arrival.
i would contact lexus GB as you would not be driving a car with a broken wing mirror more to the point if you were taking it to the garage to have a bulb done u would have surely had the glass done had it been broken
you wish to see the vehicle inspection sheet prior to any work being undertaken
you wish to see the CCTV footage from the workshop as well as the surounding buildings that your vehicle had passed.
if the do let you see it see if they have zoom features if its digital you normally can to an extent see if you can see the cracked glass.
also ask to see the CCTV of your car going in you may be lucky and it will show the glass not being broken on its arrival.
The other issue which concerns me is that this particular dealership were having an 'Open' weekend, and the Car Park area was crowded'
I initially thought "cut your losses and go with them on the 'Cost' glass, but the more I think about it the more aggrieved I feel. Anyone got the Lexus GB address....
I would imagine that no such sheet was completed as they resolved the number plate bulb problem for free. The young mechanic who made the repair came into their reception carrying some form of electrical box.
The other issue which concerns me is that this particular dealership were having an 'Open' weekend, and the Car Park area was crowded'
I initially thought "cut your losses and go with them on the 'Cost' glass, but the more I think about it the more aggrieved I feel. Anyone got the Lexus GB address....
jay_russell
09-01-2018, 03:53 PM #10we now take photo's of all damage on customers cars before starting work as case in point.. also we are all told to tell of any damage we may cause to a car so that it can be repaired... even on used cars or new..... it costs us about 100,000 a year but thats the price we pay for getting it right
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