Red=Waitlist Questions
Q1: Is this a recall?
A1: No. This is not a recall. At Lexus, we are dedicated to providing vehicles of outstanding quality. This is an Enhancement to the Warranty Coverage to assure you that we stand behind the product.
Q2: What is the condition?
A2: Lexus has received reports indicating that under certain circumstances, a combination of high humidity and high temperatures may cause the surface of the Dashboard on the vehicles identified above to become cracked and/or sticky/melted over time. Often times, those vehicles are out of warranty. This cosmetic condition is corrected by replacing the affected Dashboard.
Q3: Why is the waitlist long? I need to sell my car! I’ve been on the waitlist for a long time!
A3: Although Lexus is increasing production levels, it is difficult to predict customer demand and where parts are need to be shipped. To support customer demand Lexus is diligently working to increase production so we can allocate dashboards to those dealerships that are impacted the most.
Q4: Why is my dashboard not ready? The first letter told me my part would be ready when I received this second letter.
A4: We apologize for the inconvenience. Yes, the first letter stated once sufficient parts have been prepared and obtained, you will be notified; however, due to part availability and customer demand at this time, waitlists are in place at some dealerships. As Lexus explained in its second letter, you may need to wait additional time before your part is obtained and installed in your vehicle.Again, Lexus is committed to completing repairs in as timely and efficient a manner as possible and continues to take steps to do so.
Q5: If my vehicle does not have this condition, do I need to make an appointment with my dealership?
A5: No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition.
Q6: Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
A6: Yes, this Warranty Enhancement coverage is fully transferrable to subsequent vehicle owners for the condition and terms specified in the notification letter.
Q7: How long will the warranty work take?
A7: If the condition is present on your vehicle, the warranty work will take approximately 4 hours.
Q8:Will the dealership provide me a loaner vehicle?
A8: Please contact your dealership to find out about their loaner car availability/policy.
Q9: I have not received my second letter. Do you know when I will receive mine so I can replace my dashboard?
A9: The second letter informs you that Lexus is currently in the part replacement phase of the Warranty Enhancement Program. Please contact your dealership or Lexus Customer Satisfaction (“LCS”) to find out if your vehicle is potentially eligible.
Q10: What my service advisor told me is not consistent with the process described by LCS to me. What do I do?
A10: We apologize for the confusion. LCS contacted your dealership’s service manager and the part replacement process described by LCS to you is the process that your dealership is utilizing. We have taken steps to guard against future miscommunications from dealerships.