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Lexus Wants Your Lunch--For An Online Chat

75 7,163 views Nov 10, 2010
Follow Joel

2011 Lexus IS 350 F Sport

2011 Lexus IS 350 F Sport

Lexus may have been late to the social media party but they're definitely making up for lost time. Recently they held a dinner at a customer's house while live tweeting the conversation. This brought interactive focus groups consumer engagement to a whole new level.

Now, Lexus plans to hold what they are referring to as a "virtual lunch" for its Facebook fans and Twitter followers. The idea is to give fans and followers a chance to ask Lexus's General Manager, Mark Templin, questions and to provide feedback. Lexus is hoping the real time feedback and interaction will appeal to enthusiasts and its fans.

During the dinner at the customer's house, Lexus said they were trying to get back to their roots. In doing so, they want to engage and interact with both current customers and enthusiasts, along with potential customers. The Lexus covenant is: "we will treat each customer as we would a guest in our home," and that is the source of this recent push for customer engagement and feedback.

The virtual lunch will be for one hour this Friday, November 12 at 12 p.m. PST. Lexus Facebook fans and Twitter followers can log on and ask questions of Mark Templin in two different ways:

  • Facebook: Lexus will post a statement at 11:30 a.m. on 11/12. Questions will be selected by the comments received in reply to the post
  • Twitter: Lexus will post a statement at 11:30 a.m. on 11/12 asking people to tweet their question to @Lexus and/or use the hashtag #LexusChat to ask their question

Lexus has given us the opportunity to let you submit questions to us in advance. We will choose the best question and pass it along to Lexus, which will start the conversation with one question submitted in advance.

Break out that thinking cap and come up with the best question you can for the General Manager of Lexus and post it in the comments below, tweet it to us or post it on our Facebook fan page.

And don't forget a picnic lunch--this one's strictly BYOF.

[Lexus]


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Comments (75)

  1. Steve Lin Posted: 11/10/2010 4:42pm PST

    As you may of know, my vehicle had spent at least three to six months at your service department for countless repairs; which really is time consuming and frustrating for both of us. My wife does not feel safe or secure riding in my vehicle anymore, also she had name it "LEMON" !!!
    -Pulling issue (within first 5k), multiple visits alignment and 3+ sets of tires -- resolved
    -Creaking & Squeaking issue (within first 5k), countless visits -- new creaking/squeaking noise coming out of passenger-side's front windshield area (also see below) and rear passenger area (my wife's car does not even have a single creaking/squeaking noise, even after 8 years of ownership)
    -Brake noise issue (within first 10k), multiple visits (10+ times) -- ON GOING ISSUE
    -Cold start issue (within first 10k), multiple visits -- I HEARD THE GRINDING NOISE AGAIN LAST WEEK
    -Headlight going out issue, multiple visits (3+ bulbs and 2or3+ set of headlights) -- resolved for now, but for how long ???
    -Valve spring issue, initially addressed to you in the beginning of this year, even before Lexus' recall -- repaired ??? rough at idling again
    -Creaking noise from the body frame, multiple visit -- NOW THE SAME CREAKING NOISE IS COMING OUT OF THE PASSENGER-SIDE
    -A/C actuators making buzzing noise, multiple visit -- now it even makes the buzzing noise when A/C is not in use.
     
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  2. Chris Gibson Posted: 11/10/2010 5:01pm PST

    @Steve Lin - I feel for you, my Lexus LS460 had the weird mystery squeak from front and rear windows for quite a while - it was worse when the weather was hot. NEVER RESOLVED but...it seemed to go away after about 1.5 YEARS. Sheesh.
    My question proposal: Smart Phones are becoming a standard for the well-equipped professional. Bluetooth integration for the phone is nice, but what are Lexus' plans for full integration with the sound system (play and control digital content on the mobile device(s)) as well as access to the main vehicle screen(s) and controls? In short, what are your plans to provide us with full integration of our handheld devices with the interfaces of our Lexus vehicle?
    ..Chris Gibson..
     
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  3. TUSA6 Posted: 11/10/2010 5:04pm PST

    from my new ls and my new rx, why is it that the oem factory tires are usually the worst riding and worst rated tires going back to my first ls with the goodyears and the new rx 2010.. i was told to buy my own tires and they would change them.. what you getr is it? excellent cars, lousy trires.. it needs to be fixed with a credit or tire options. can't see throwing out new tires, so have to wait till wearout to get trhe best rated and ride...
     
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  4. Gary Smith Posted: 11/10/2010 5:23pm PST

    I have a LS 460 Lexus 2010. I also have a 2011 Infiniti QX SUV. The QX has more standard OPtions than the LS. There is no comparison between the Qx and your suv or the LS 460. Your Lexus Cars should at least match up to the QX.Your Lexus vehicles are about 15 to 20,000 dollars more.
     
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  5. Eric Wisniewski Posted: 11/10/2010 5:36pm PST

    Question for Mark Templin:
    In my 20s and 30s I was inundated with the "The Pursuit of Perfection" ads and truly believed that Lexus was the best automotive brand (foreign or domestic)....now in my 40s and as an owner I am completely disappointed with my purchase and the onslaught of Technical Service Bulletins and Recalls. The product for the past 3-4 years is obviously not "as advertised".
    My Question: What are you going to do as General Manager to regain the faith and trust of current owners and show that Lexus is pursuing "Perfection" once again???
    thank you in advance
     
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  6. Bob Farris Posted: 11/10/2010 5:46pm PST

    There is considerable discontent with Lexus regarding the lock out on the navigation system while moving. I have a Garmin unit for my second car that cost less than $200 and I can do anything I want sitting still or moving. It doesn't make sense to have to pull over on a busy freeway to be able to input a destination or do a search. That to me is more dangerous than doing it while moving. And another thing is the price of the navigation map DVD updates at $200 or more...you can buy a portable unit that works just as well for much less than $200 and get lifetime map updates and traffic. My other complaint is the price of services at a Lexus dealer. I can get an oil change and car wash at my local Toyota dealer for $39 and the Lexus dealer wants $90...there is something wrong here. Same oil filter and oil.
     
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  7. Zapato Posted: 11/10/2010 5:51pm PST

    I have a 2007 Lexus ES 350 with 35,000 miles on it and would like to know if I can get warranty coverage on non-engine items without a history of oil changes. I have issues with the rear brakes squealing when I back the car and the roof has started to "collapse" at two, opposite corners of the sunroof.
     
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  8. Bud Posted: 11/10/2010 6:00pm PST

    Need to resolve drive by wire transmission problems in IS 350. Clunky, unresponsive, imprecise. Its about as far from European performance as one can imagine. I think there is a biggggggg gap between IS 350 and ISF just waiting to be filled! (is the answer an 8 speed transmission..perhaps a 6 speed..please)
     
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  9. David Robison Posted: 11/10/2010 6:21pm PST

    I am on my third Lexus ES and in general they are great cars: quiet ride, good mileage.I bought all three from the same dealership and the last one I bought, I felt like I was at a used car lot. Back and forth and generally used car like treatment. I almost bought another brand. If my next purchase attempt turns out to be like the last one, I'll be driving another brand. Nav system is mediorce, voice commands are marginal,the speed lock out is rediculous, Ford has a better navagation system and usuable options. a lexus should be fun to drive how about adding elevation to the nav. even my camera gives me that. Lastly: Great product that is not hungry enough to keep ahead of the up and coming competitors. Please change that
     
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  10. Don Renninger Posted: 11/10/2010 6:47pm PST

    Why are all lexus cars under wheeled/tired..have owned a 97,2000,2010 ES. Had to put 8 inch wide wheels on the 97 and 2000 to install bigger tires. Have 8 inch x 18s on the 2010. At least offer a optional wheel/tire package. Owned an 04 Infiniti and an 07 Acura just to avoid spending $1600 for tires/wheels on a new car. Missed the Lexus refinement but will look elsewhere in the Fall of 2012 if you don't wise up on the wheel package.
     
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  11. Len Posted: 11/10/2010 6:48pm PST

    I have LS 460 2008 , after numerous visits to the dealership most of the problems were solved , I lucked out, as my service department has very good professionals, and they know what they are doing.
    The last visit really nailed down the wind noise problem it is finally tolerable and over all I am happy with the car. I got some low frequency noise that starts at 50 and goes away at about 75 Mph. And the severity of it is weather related I think. Could be tires. Original Dunlops were causing more vibration then Bridgestones but were softer and quieter. I have only 12K on the vehicle and hope not to have any problems in the future. I think Lexus need to use better or more insulation material everywhere. And paint is very thin and chips away easily.
     
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  12. Rob Murdock Posted: 11/10/2010 6:48pm PST

    I've had 5 Lexi in the last 8 years. 3 were LS (2-430's and a 460) and currently have two RX 350's (an '07 and '10). I'm happy to say we have had zero problems. The question is, when will Lexus meet (ahem) Ford with implementation of a working voice recognition system and better implementation of external media devices (see my Ford Sync). Love the RXs
     
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  13. Greg Harris Posted: 11/10/2010 6:48pm PST

    We have an IS-250. The most dangerous feature of the car is the navigation system doesn't work when we are driving so I constantly have to stop on the freeway so my wife can use the system. This is extremely dangerous. I think someone had the wrong idea on this, turning off the nav when driving is much more dangerous than leaving it on. When someone is in the passenger seat, there is no reason it can't be on. Our Audi figured this out. It isn't rocket science. Our next car will not have this dangerous flaw. Everything else about the car is great. Mileage is much better than advertised.
     
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  14. Bob Salerno Posted: 11/10/2010 7:06pm PST

    bought my first lexus....es350 new. love it. disappointed in a few things: agree with some of the comments about the nav system. it is not good. same with blue tooth integration. there should be auto sync with my phone and the system of contacts, itunes, etc. that really sux. my friend has a simple little ford mini suv and she has TONS more options/bells/whistles. embarrasing as a lexus owner. i also agree with the cost of service. also, they rotated the tires and it totally threw my alignment off. they were going to charge me for an alignment and they finally agreed not to charge me. they had to change a tire. while the alignment is ok my steering wheel is off center now. still love the car. smooth ride. classy look. beautiful.
     
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  15. Carlo Boscaino Posted: 11/10/2010 7:40pm PST

    I have a GS 350, which is my first Lexus. So far, not a bad car at all. My question, when is the new style coming out - hearing in 2012 year. Can you pleas confirm, Any signifiant changes - if so, can you please explain. The second question, how is Lexus address the top honor going to Mercedes Benz, after having it for so many years of being top quality and top with customers....
     
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  16. Andy Kern Posted: 11/10/2010 7:49pm PST

    I have had a number of Lexus coupes since 1992. My current
    one is a IS350C. But it will probably be my
    last Lexus. Although all of the cars have been
    more than grand, it was the service that made
    me a repeat customer. Now I dread making a
    service appointment at Lexus of North Miami.
    It is a horror show and not worth the stress and
    aggrivation that results from what is now a
    chore rather than a reward for owning a Lexus.
     
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  17. Barry Duke Posted: 11/10/2010 8:16pm PST

    I have an 07 ES350. Love it. Need to have the side mirrows fold in for the garage and have the navagation system where you can plug in an address while driving (pasenger plug it in).
     
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  18. Misty L. Posted: 11/10/2010 8:25pm PST

    Steve Lin's lemon must've fallen from the same tree as my '07 IS 250. Out of a 33 month lease, the dealer had it for 3 months! But I made lemonade and got an '09 GS.
    Concern for Mark: Lexus spends a great amount of time and money on surveys and focus groups, are they going to listen to the complaints and suggestions and update the interior of the car? The technology is lacking, the options are weak, and the designs are getting boring. Other manufacturers are producing higher quality options and designs for half the cost.
     
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  19. King Embry Posted: 11/10/2010 8:47pm PST

    A year ago I purchased a 2010 RX for my wife, and it is a fabulous vehicle. Prior to that purchase I looked at a Lexus ES for myself but being 6'1" tall, I could not sit upright in the back seat. Very cramped! I ended up buying a high end 2006 Honda Accord, which is the perfect size for me and passengers, who are also over 6' tall. When the next generation ES comes out, I hope it will be based on the Avalon instead of the Camry, in which case I will definitely consider buying one.
     
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  20. Joe McAdams Posted: 11/10/2010 8:51pm PST

    Have had over 20 Toyota products of which 5 have been Lexus models. I personally have never had a major repair with any of them. Recalls handled efficiently and courteously at my dealer - Northside Lexus in Houston. GS models have been my favorite - although under-powered for the vehicles I like to drive. I am hoping an update will be forthcoming for the new GS-F model. I am hopeful it will be competitively priced with BMW M5 and also hopeful that it will have LFA engine. I also believe that offering sport seats in the GS that would be a little more comfortable would be a great addition. I do find the BMW sports seats to be more comfortable than my Lexus.
     
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  21. Greg Sylvester Posted: 11/10/2010 8:54pm PST

    I have GS460 and it is great car... will this car stay in the GS line up? When is the next body style modification? I also have a GX470... I would like to thank lexus for finding a fix to the accelleration issue I had on it after a few months of analysis via software upgrade.
     
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  22. Sid Griggs Posted: 11/10/2010 9:09pm PST

    I have an LX570. Why not make a two-wheel drive that can be changed to four-wheel drive, instead of full-time four-wheel? Might get better gas mileage with two-wheel drive.
     
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  23. M. Patel Posted: 11/10/2010 9:13pm PST

    I have an 09 LS 460 which I bought after driving Mercedes models for 12 years. I am VERY disappointed with Lexus and am going back to Mercedes. Problems include bad handling (floating suspension), foul stink from AC/heating system which they cant seem to fix, Rough gear shifting--transmission seems to be unsure of which gear to select, rotten egg smell from exhaust, navigation lock out feature, no direct ipod support, substandard service at Lexus dealership, excessively frequent maintenance service intervals. I have filled several surveys but no one at Lexus has bothered to contact me which makes me wonder if they care at all. I have 24,000 miles on it right now but I think I will get rid of it within a year. A very boring car.
     
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  24. Sharon Bales Posted: 11/10/2010 9:35pm PST

    I have an '06 IS250. I like the car except for a few issues: brakes squeak, interior creaking noises, blind spots when trying to look over my shoulder to see.
    Hope these issues can be fixed in a redesign. Also, when the oil needs to be changed the alert obscures other information I would like to see without having to push a button on the steering wheel constantly. The best thing is the service department-Jim Hudson Lexus.
     
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  25. Sharon Bales Posted: 11/10/2010 9:37pm PST

    I have an '06 IS250. I like the car except for a few issues: brakes squeak, interior creaking noises, blind spots when trying to look over my shoulder to see.
    Hope these issues can be fixed in a redesign. Also, when the oil needs to be changed the alert obscures other information I would like to see without having to push a button on the steering wheel constantly. The best thing is the service department-Jim Hudson Lexus.
     
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  26. Damian Posted: 11/10/2010 9:52pm PST

    I purchased a 2009 LS460 after owning two LS430 models. My dealer has given me excellent service but on rare occasion would require a little "discussion" to get it done. I have to agree with the nav complaints, that is ridiculous not allowing a passenger to adjust, and I know that it can be defeated easily in the shop. Voice commands I don't use, it just doesn't work! Repairs have been well done but getting knocked senseless when the trunk dropped on my head when parked in Atlanta in my son's slopped driveway and being told that was normal was the most stupid, incompetent and ignorant statement from the dealer there and here; dealer "fixed" it but it happened again on the last trip there. I should have let my son, he is a liability attorney and a damn good one, handle the injury!
     
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  27. Ricky Stone Jr Posted: 11/11/2010 1:46am PST

    3x Lexus owner: '01 IS300, 07 GS350 RWD, & '10 GS350 AWD. The Nav is a joke. The so called safety feature prohibiting use while driving needs to go. Force feeding customers AWD needs to go too. My area doesn't get enough snow to justify $1,500 option. Why did Lexus do away music burner on the HDD? Why isn't Lexus building the IS, GS, & LS to accomodate 20's? Why not offer a manual for the GS? Chevy's V8's outperform your all your V6s on the highway. In closing, Lexus "Sport" cars should be sporty and "FUN" to drive straight out the factory. Past time for Lexus to step it's game up.
     
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  28. Joe Posted: 11/11/2010 4:35am PST

    All of you people leaving comments need to read that this is a comment section this isnt where you leave your questions for Mark. I thought Lexus owners could read or at least had some common sense. I am finding otherwise by reading several of the comments here. I am a proud lexus owner on my second one first was an RX350 now I am driving a HS250H hybrid.
     
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  29. Jerry Christian Posted: 11/11/2010 4:52am PST

    I have a 2008 ISF that is awesome. I was wondering if Lexus is coming out with either a ISF coupe or an ISF convertible?
     
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  30. Terry Yates Posted: 11/11/2010 5:10am PST

    Wow! Discouraging to read all negatives here. But I agree will just about all of them. I'm on my second (and last) Rx350, newest a 2010 -- both purchased solely on the basis of reliability and gas milage, not hype. I've called both of them "Toyota trucks in prom dresses." Engineering, design and toys are way below previous three Jeep SUVs. Same ole hesitation on acceleration, except in 'reverse' not 'drive.' Love how you have to dismantle the center arm rest to plug in the phone three feet down in the 2010 RX. This one also had a "history." Front and back end fenders "rebuilt" prior to sale, but not disclosed. Lexus replaced the front end once, but already popping off again two months later. Try calling the customer service numbers on the website -- months before someone actually calls back. Will you handle the issues, or just "twitter?"
     
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  31. Frank Gaura Posted: 11/11/2010 5:33am PST

    Intersting to understand all of the product quality issues highlighted in the attached posts... I thought it was just my vehicle. I have a 2008 GS350 with squeaks and rattles eminating from the front dash which have never been resolved plus the motor had to be rebuilt the after two (2) cyclinders failed.
     
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  32. Barb Posted: 11/11/2010 6:18am PST

    Poor customer relations. Was not notified when warranty was expiring - not even to sell me new car. Would have been excellent customer relations. Lack of notice denied me extended warranty from Lexus. Bad interior lighting. No electronic fold away side mirrors (see BMW) no changes in 5 years!. Because of both of these issues I am rethinking remaining a Lexus person.
     
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  33. Roger Gerrard Posted: 11/11/2010 7:24am PST

    Received a letter fro LEXUS stating that my 2008 LS460 needs the engine torn apart to replace some poorly manufactured valve springs. My car has only 18,000 miles and needs to have its engine and all the attachments to it also removed to get at the defective parts. WHAT A FIASCO. This one of all takes the cake. Suggest you take the car back and give me my money back so I can purchase a vehicle that will stay in one piece.
     
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  34. Ken Tibbetts Posted: 11/11/2010 7:32am PST

    In 2004, I bought myself a shiny, new ES330 with all the "good" options and bells and whistles possible. I was so pleased that when I went looking for a new Toyota for my wife in 2005, found out that for not a lot more I bought myself a new ES330 and gave the 2004 330 to my wife. I was never sorry that I did it. Scanlin Lexus of Ft. Myers has been doing an excellent job of servicing both cars, and I'm really thankful. Both cars arein excellent mechanical shape and still look almost brand new.
    I was always a Cadillac and Chrysler person but, even though my last Caddy had more room, the ride and the handling are so much better in our Lexi that I don't miss it in the least.
    Keep up the good work, Lexus
     
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  35. Ron Posted: 11/11/2010 7:34am PST

    I own a 2010 Lexus ES350 which is my 3rd Lexus purchase. Overall I have to say I have been very satisfied with the Lexus brand and my dealer service. However, my 2010 ES has posed one constant and annoying issue. The voice recognition navigation system has had issues from day 1. The system constantly cancels out while entering an address; the quality of recognizing street or town names is poor. Even using the built in bluetooth to dial names or numbers is not efficient either.
    Overall this has been my biggest disappointment with this car.
     
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  36. Steven Krongold Posted: 11/11/2010 7:36am PST

    On my 13th Lexus since 1990. Will not lease again.
    Same car. Very little changes each year. Nav. system
    poor. Garmin better. Electronics behind the times.
    Same colors and interiors. Overpriced car. Other car brands ahead of Lexus. Ford, Hyundi and Infinity.
     
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  37. Sue in Jersey Posted: 11/11/2010 8:04am PST

    I currently have a ES350 '08 at 47000 miles and had a ES300 of '00 at 165000 miles before. Both cars are quiet and smooth and look beautiful. My concern is oil change cost is going up at least $100 at the dealer. Luckily I have a Lexus Visa card with reward points to be deducted toward the cost. There is squeaking sound on the left rear break while backing up. About the blue tooth: there is no auto sync with my phone and the system of contacts have to sync myself before go on the road. I'd like to remain as a Lexus person if the technology and the safety of the vehical still remain on the top rating.
     
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  38. Henry Posted: 11/11/2010 8:22am PST

    I currently own a 2005 LS 430. I would like to ask when is Lexus going to build quality vehicles? I have had so much problems with my driver seat and other parts of the vehicle. Of course the seat has been replaced few months ago after taking Lexus to the arbitration and finally the claim was settled but it started doing the same thing as it did before (MOVES WHILE DRIVING). That is a safety issue and sometimes I am wondering when is the seat going to breakaway and slam me to the stearing wheel while I am driving.....???!!!
    The new LS 460 looks like a blown up Camry and in my opinion there has been no effort in designing the vehicle what so ever.
     
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  39. J. Baldino Posted: 11/11/2010 8:22am PST

    I presently own a 2010 ES350.I would have to agree with previous comments about the NAV system. You should not have to pull over to enter an address. At the very least, if someone is in the passenger seat (in conjuction with the seat belt indicator)the ability to enter an address should be available. Why does XM satellite display only show 16 characters?Also the turn signal audible click should be louder and the heated seats should be warmer. Number three (high)on the seat dial is about the same temperature as low on my previous vehicle(Infiniti). I also think the cost of routine maintenance is way to high. I don't think replacement windshield wiper blades should cost $125.00. They snap on within 5 seconds so I don't think labor costs are much of a factor. Finally, I'm dissapointed that Bridgestone(Firestone)tires are my OEM tires. I asked for every option on the car and was shown a car that had Michelin tires. When my car arrived I had Bridgestone. For an MSRP of 45K I think Lexus should be ashamed of themselves for putting Bridgestone tires on my vehicle. Outside of these cons the vehicle is excellent with great fuel economy.I'm surprised to hear that so many respondents are plagued with sqeaks and rattles. Mine is as quiet as a church mouse. Perhaps it needs more time to show up. Maybe this critique will help achieve the Lexus company in it's "pursuit of perfection".
     
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  40. Gerald Turner Posted: 11/11/2010 9:05am PST

    This is our first Lexus, an 07 GS350. We bought this car right after I retired. So far we are on our 3 set of squeaky brakes. Both outside mirror motors had to be replaced and there was a squeak in the sunroof. All repairs were covered under warranty. We are happy with the service dept. at Lexus of Towson, Md. and the service manager, Mr. James Dick. I wonder if I would still be so elated if the repairs had to come out of my pocket. Question: When is Lexus coming out with an IS or GS coupe? We drove the IS convertible but weren't impressed.
     
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  41. P.Lee Posted: 11/11/2010 9:32am PST

    IS350 owner and disappointed with the amount of TSB's related to the engine (cranking noise, valve replacement). All of which have been handled by my service dept. but the most recent valve replacement is a problem that the service dept. has seemingly failed to deliver and now I have a car that under-performs prior to these problems. I enthusiastically purchased this car vs. other german models in hopes of more reliabilty but have come across more headaches than I could imagine. I can honestly say I have no plans on purchasing another Lexus (had an ES 350 before and sold it due to the numerous problems as well) in the future.
     
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  42. John Posted: 11/11/2010 9:46am PST

    I have been a Lexus owner for 8 years and two GS300's. First, why in the world would Lexus roll out the GS300 '06 model with the 3.0 liter and then 1 year later the GS350 3.5 liter. I certainly could have waited 1 more year to trade in my then '99 GS300 that I bought used for a the GS350. That was a sour pill to take. I have had some minor quality issues, dash making noise (fixed) and side mirrors not returning to previous setting after backing up (still an issue and I give up). And just annoying, NO MP3 interface but a tape deck? Time to listen to your customers and return to quality Mark.
     
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  43. Jim Dunn Posted: 11/11/2010 9:49am PST

    Owned Lexus since 92'. In fact driven 7 units from SC400, GS300, LS430 and all of the RX's models thru 08' including 400H. Recently in the process of looking at an 11' RX450h, but felt as I was dealing with a used car lot. It was one of those "today only deals" never again to be offered. Felt offended and walked out. As a faithful long term customer who sells Lexus thru word of mouth what happened? You should not try to pay next years rent on one sale when service is your bread and butter. What happened to customer loyalty? I venture to say my testimony has sold a number of Lexus.
     
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  44. BK Wetzel Posted: 11/11/2010 11:33am PST

    I am on my 2nd Lexus RX 350. The 1st one was an '07 and I loved it. Got great gas milage and handled well. I now have a 2010 RX 350 and the quality is so much worse than before. My '07 had features that are missing from the new one. Ex. Auto windshield wipers. Who ever thought putting the phone plug in under the center counsel box should be shot. I have to pull everything apart to plug in and then because of the angle it sometimes pops out. What has happened at Lexus that the quality has gone downhill?
     
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  45. MWMICHAEL Posted: 11/11/2010 11:36am PST

    I have owned a 4 ES's over the past 17 years. I think the lexus is a great car and I would buy another. I would like to see a much better navigation system with gas prices displayed and more bells and whistles. I agree with one of the earlier comment about being able to program an address while moving. I have had 2 2008 ES's and now a 2010 in the past 24 months. The voice recognition system does need to better. The VRC system in all 3 cars is not very good.
    I have dealt with a couple of dealerships and Watertown Lexus Service dept. is great the way they have taken care of me.
     
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  46. Ron Posted: 11/11/2010 11:49am PST

    I have a '06 IS350 with 99,700 miles on it. It is without a doubt the best car I have ever owned. You want to talk about frequent and costly repairs, get a Benz! I would like to upgrade to a GS460 but want to wait for an update to the current model which is getting dated. What are the plans for the GS and specifically the GS460? PLEASE keep the rear wheel drive; we don't all appreciate or need AWD.
     
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  47. John Posted: 11/11/2010 11:51am PST

    Trying to fit in into 750 characters, a description of the complex errors with the NAV is a joke.
    Another example that Lexus wants to suppress real issues and not respond to listen to genuine complaints.
    Lexus - if you are listening - email me with a phone number of your top Customer Service executives.
     
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  48. Christy in NC Posted: 11/11/2010 11:54am PST

    Glad to see Lexus is getting customer input, and will hopefully use what they hear to further improve an excellent brand. I have owned 9 Lexus vehicles over an 18 year period, from ES, to RX, to GX. LOVED them all!!! Recently traded for an American-made, because it had a bigger engine and could pull a trailer better ... but I am SO SO disappointed! As soon as I can, I will go back to a Lexus and never ever stray again!
     
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  49. BW Posted: 11/11/2010 12:10pm PST

    Drive a 2009 ES 350; Has been a fair to good experience--however, aside from the front windows creaking while the car is moving, I have been disappointed and baffled by the mediocrity of the standard 'Lexus Premium' audio system. The sound resembles that of an inexpensive table radio with a cheap sub woofer added or worse. Is this a cost-cutting measure based on an assumption that the average age of Lexus owners implies poor hearing? If so, it is pretty obvious and offensive one . How do competing brands manage to offer magnificent surround sound options at a fraction of the cost? I know there is a Mark Levinson option, but where can you find one to audition and why must you buy a glass roof among other things in a 'package' to upgrade the poor electronics to current standards?
     
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  50. Paul Chen Posted: 11/11/2010 1:58pm PST

    My IS250 has all those rattling noise coming from central console and also the passenger side. I have been complaining to my service manager every time I went for a 5K service. They fix it and after 1 week, the noise came back again. What's wrong with the IS? My manager kept telling me my car is not a new car anymore and there is no fix for it. But I have been asking them to fix it every 5k miles since my IS was 10K miles only... Where is the quality control of Lexus? Where is the customer care of Lexus?
     
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  51. Pegge Drysdale Posted: 11/11/2010 3:56pm PST

    I currently have an 2005 SC430. I have never had a major repair, never had a problem with brakes or engine or anything! Classic Lexus in Willoughby Ohio is the finest dealership I have ever dealt with, even though I had previously worked at a Chrysler and Buick dealership. Customer service is awesome and my needs are always met. The only negative I have about my Lexus is that it does not show which tire is low on air when the tire pressure icon lights up.
    I rarely use the Navigation System, as I am a woman, and I know where I'm going.
    I will keep the car until it drops in it's tracks or I die, whichever comes first. After 6 years, I still have people commenting on what a beautiful car it is. I sure wish they hadn't stopped making this model.
    To the Classic Lexus dealership....continue with your EXCELLENT customer service. I will keep recommending your dealership to my friends.
     
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  52. David Colton Posted: 11/11/2010 4:29pm PST

    Thank you for this opportunity to express our opinions and for making yourself accessible to our concerns and questions.
    I have waited over a year and chased through numerous phone calls to get iPod scrolling "fixed" in my RX50h. Lexus seems to be considerably behind their competition integrating consumer electronics. What is Lexus doing to provide this integration in both a timely fashion and as a standard feature?
    Voice command in a Lexus is best described as abysmal. The navigation system is difficult to use. Both of these contribute to driver distraction, what is Lexus doing to improve these technologies?
    The integration of hybrid technology is seamless and nearly flawless, however many autos have equal or better mileage running traditional gasoline engines. What improvements are being made to hybrid technology and will software updates be made available to current models to take advantage of these improvements?
    Is anyone at Lexus assigned to monitor Internet discussions of your product, ie. Club Lexus, Lexus Owners Club, Planet Lexus, etc?
    Thanks for the iPhone app - Lexus Enform Mobile - an excellent complement to eDestination.
     
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  53. Charles Mathis Posted: 11/11/2010 5:55pm PST

    I have a 2004 GX 470 and a 2008 GX 470, and my wife drives a 400h. I watch as the power rear door lifts on the 400h and she easily unloads, whereas the GX models both have a swinging rear door, and it opens inconveniently toward the curb, making it more difficult to unload, as you must walk around the opened door. Somewhere in the near future, I would hope Lexus will design a rear door for the GX that will lift. Although progress was made with the current GX model, with the rear door glass opening, you still can't unload with the same ease, as you can with a door that lifts, and is out of the way.
    Also, Lexus removed the rear heater on the 2008 GX models, which is a disguised price increase. You should be adding conveniences, not taking them away.
     
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  54. sdbomes Posted: 11/11/2010 6:06pm PST

    Have has 4 LS and now an RX. The RX lacks refinement, steering wheel controls and the need to change screen to see outside temperature. It is rough running and frequently SLOW to engage acceleration. Agree with the navigation system "lockout" when the car is moving particularly when a passenger can not use it. When is a new LS coming? The "packages" of options are annoying-having to buy unwanted items to get others. Options should be available individually.
     
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  55. Trish Thompson Posted: 11/11/2010 7:07pm PST

    I have been looking at a new Lexus since 2010. I have a 2008 ES 350 with lots of issues. The transmission had to be replaced in 2009. The drivers side window almost fell out and had to be replaced. The paint is so bad I will have to repaint the car just to trade it in. I was hoping for more technology updates to any of the new Lexus line up for 2011 to no avail. I will not be buying a new Lexus because it is so far behind in technology offered in other vehicles. I want the bells and whistles and Lexus has not stayed on top of what the customers expect and want in a new car. Too bad. I really like the ride.
     
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  56. David Williams Posted: 11/11/2010 8:13pm PST

    Why hasn't Lexus come out with a Lexus Sequoia?
    Your LX 470 is too fancy with all the offroad gadjets.
    Most luxury suvs don't go trailing offroad.
    The seats in the 3rd row are always in the way.
    We like the way the 3rd row seats work in the Toyota Sequoia much better.
    Have you thought abt coming out with a model like the Sequoia?
     
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  57. Laura Barrozo Posted: 11/11/2010 8:14pm PST

    I have just finished reading most of the comments. It really has bothered me enough that next year when I am thinking of getting another Lexus RX. I am starting to get second thoughts. I now have a 2008 RX and still love it. It works fine have never had any serious problems. I had a 2004 RX that was still in beautiful condition when I traded it in for the 2008. Before that I had a 2000 RX my first Lexus and have loved them all. The only reason I have beem trading every 4 years is because in 2000 I turned 65 and promised myself to enjoy each car just 4 years and trade them to upgrade for the new features, colors and added refinements. The only thing I am disappointed with is the GPS system installed in all my cars were OLDER versions. This has made me angry and I brought this complaint to the General Mgr. of Lexus 2 months ago and he is willing to install the new version at the end of Nov and split the charge with me if I want it. I wasn't going to because I was planning to trade for a 2012 when they come out later next year. Now I am really going to research this idea! I have always been proud to own a Lexus, the service I get in Jacksonville Lexus has deserved a A+ from me from the first car I bought to the 2008 RX. Maybe the RX is the better model of Lexus to own?
     
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  58. Alex H Posted: 11/11/2010 9:21pm PST

    When will Lexus support HD radio and Traffic Message Channel (TMC), FM-RDS for their GPS system? This is what actually stop me of buying Lexus right now.
     
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  59. Karen Posted: 11/11/2010 10:07pm PST

    When in the future will Lexus vehicles come equipped with standard scratch, dent, and a chip resistant finish?
     
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  60. Steve Carter Posted: 11/11/2010 10:41pm PST

    Is Lexus planning on any engine adjustments/modifications to restore performance and mileage lost through the use of increased alcohol formula fuels? My 2008 GS350 runs on any premium fuel, but I can't be the only one that noticed the difference as soon as 100% gasoline was very difficult to locate.
     
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  61. ken goff Posted: 11/12/2010 5:18am PST

    I purchased the first Lexus (LS 400 ) when first hit the US in 1990, which I still have. I purchased the Rx 300 when first announced, and traded it for an RX 350 earlier this year. This new one is terrible!! I have a meeting scheduled with a zone rep this A.M. at Lexus of Lehigh Valley for the noisey engine and various othe items. The old RX had over 100,00 miles on it when I traed IT , and I wish I had kept it, it was MUCH BETTER than the new one. Ill keep the 400 But I'm not sure about the 350
     
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  62. Charles Mathis Posted: 11/12/2010 5:30am PST

    The cost of servicing a Lexus at principle mileage points has become equal to, or exceeded, those at the German Luxury Car Dealerships. Does Lexus control the Cost of scheduled recommended services at Lexus Dealerships, and can the Local Dealerships add additional services to increase income revenue ? Also, are service writers receiving commission for these services?
     
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  63. Reggie Franklin Posted: 11/12/2010 8:34am PST

    Wow I have read a lot of these comments and I am surprised at some of them. I currently own an ES 350 2010 and my wife has an IS 250 2009. We have had no problems with our cars. Before we got these cars I had a 2007 ES 350 and my wife had the 2006 IS 250. I have owned an Infinti Q45, a Mercedes 380 SEL, and Mercedes 300 E and I will never again buy any other luxury car but another Lexus. Lexus do you have any plans in the future to make an ES 350 Coupe or a GS Coupe to compete with the Mercedes E 350 Coupe? I would love to have a ES 350 Coupe I think it would look great! The IS Convertible is just a little too small for my 6'5 frame.
     
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  64. herb davidson Posted: 11/12/2010 8:42am PST

    Is Lexus doing anything about Adaptive road handling controls ..(Touring..Sport..track) My IS is great
    for normal driving..but a softer setting would be great for long trips...and a Track setting wouls shut up those automotive BMW lovers..
     
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  65. Irene Valshtein Posted: 11/12/2010 8:47am PST

    We're shopping for a 2011 ES350 (our second Lexus.) While your website features many available options/packages, we were perplexed and disappointed by the dealership's reluctance to order our ES the way we would like it. Rather, I should say, if we want to order our ES in Cerulean Blue with NO navigation, with burl wood steering wheel/shift knob, and no other options, we would have to pay STICKER PRICE. So, obviously, we'll have to settle for options and we don't need, since we were informed that the Cerulean Blue is a "special" color and will probably come in with more options than we want. We're disappointed that we can't have the ES exactly the way we would like it... In November 2009 we ordered a Porsche Cayman, and in February it came in from Germany just the way we wanted it, for 10% off the sticker price. I guess I was looking to have the same experience with our ES350. Oh, well...
     
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  66. John Zweier Posted: 11/12/2010 9:50am PST

    It was quite interesting reading the above comments. I must agree with many of them both good & bad. Gererally speaking I have been very satisfied with all the Lexus' I have owned since the earily 1990's.
    I also feel that a better paint which did not chip & scratch so easily is a must on a luxury vehicle. Also the upgrade to the navigation system should be a feature not a $200 expense.I will be interesting to see if any responses are made to these comments.
     
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  67. Rolloutman Posted: 11/12/2010 9:53am PST

    Questions for Mark Templin
    Getting closer to your customers is a good thing... but...
    When will you get focus back on basics--
    Back to the great service at dealerships, competitive pricing etc?
    There's a lot of discontent among Lexus customers... why are you wasting these marketing $$$ on the social
    media and dinner at a customer's house, only to have
    so many unhappy customers?
    Costs of service at dealers is way out of line.
    Costs of nav system update disc is also way out of
    line. For the same amount we can get a dedicated handheld nav system or even a new smart phone with built in cability.
    I moved from BMW to Lexus because I thought you were
    doing most things right. But it looks like you've become very distracted. So sorry to see this.
    Like I said..
    Getting closer to your customers is a good thing... but...
    Twitter and Facebook are NOT the answers to these problems.
     
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  68. ERLOWE Posted: 11/12/2010 9:56am PST

    I have owned 8 lexuses sine they were first introduced into the us. My favorite ones have been the three scs that I have totally enjoyed. I currently am driving the 2010
    Is350 c. I must say that though it is responsive, like my sc, handles well, like my sc, I miss the total maneuverability of my sc. Plus, most importantly, thou trivial to many, I miss the tape deck. The tape deck is a perfect way of playing the songs and books from years ago.
    On the major plus side, other than a few inches too short for the 5year olds legs, I can now fit all three children, in car seats, at one time. Don't laugh, that was why I bought this particular Lexus. One of my scs went head first into a wall and I walked away with only seatbelt marks. After that incident I am a believer in Lexus and little children and have given up BMW for the duration
    Maybe even forever. And the window rattle on the passenger side was adjusted at 500 miles and I must look far and wide to find anything really wrong with this car.
     
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  69. raz Posted: 11/12/2010 10:51am PST

    I had a 2008 rx350 and got 20 miles per gallon. I now have a 2010 rx350 and I'm only getting 15-16 miles per gallon. Do you suspect there is something wrong with the car, or is that what is customary? I have 3500 miles on the new one.
     
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  70. Aimee Berberet Posted: 11/12/2010 11:12am PST

    I have a '07 IS 250 in red and like it very much. However there was a leak under the front & rear floorboard due to a clog in the air conditioning drain, I was told. My car is out of warranty the end of December and I am a little worried. We have owned only Toyotas since 1976, and this is our second Lexus.
     
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  71. Steve Schutz Posted: 11/12/2010 11:36am PST

    question for "Lexus Lunch": As a happy owner of three Lexuses over the years ('90 LS400, '04 LX470, and '10 LX570), I've enjoyed the excellent service and amenities my dealer provides. Still, I can't help but notice that your competitors have caught up with, and in some cases surpassed, what your dealers currently offer--I'm thinking of Lincoln's just-announced free maintenance program and Hyundai’s complimentary iPads for Equus buyers. Does Lexus have anything in the pipeline to enhance the dealer experience, either during the sales process or afterwards?
     
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  72. Charles Mathis Posted: 11/12/2010 12:16pm PST

    I am curious why I must be a member of Facebook or Twitter, to discuss my Lexus' issues. or read the responses from Lexus?
     
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  73. Gerald Smith Jr. Posted: 11/12/2010 6:38pm PST

    My 2008 LS460 since I bought the car was surging while driving the vehicle around 40mph and when I needed extra power, I would step on the gas pedal but the car would bog down for a few seconds then take off. I'm guessing it's the ALE recall. I shipped my vehicle to South Korea where I work, Korea does not offer warranty service for a US vehicle. Why would Lexus not offer warranty service for one of their own vehicles?
    All the newer SMercedes S class, BMW 7 series, Audi A8 all offer night vision. Why would Lexus only put Night vision in to the LX and not in to the LS series vehicles. I feel Lexus is falling behind the other industry luxury vehicles.
     
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  74. VELMA Posted: 11/14/2010 1:23pm PST

    It sounds like water in the dash in front of the passenger's seat. I only hear it when I turn left it is not too bad but my 1996 Lexus did not have this noise. If anyone has any ideas please email me. I have 2007 Lexus 460 which I have had a month. Otherwise I really like my car.
     
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  75. Marc Posted: 11/18/2010 1:34pm PST

    I hear that Lexus is going to stop making Xenon headlamps an option on the IS model now. I am actually very disappointed hearing this as if they really cared about safety every car would be standard with these like Acura does. Better visibility at night in the rain is crucial and for Lexus to not make it standard is ridiculous.
     
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