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Discussion Starter · #1 ·
If we look at the history my "flawless" posts, we see the most pleased and content NX 300h owner. So sad to say the party is over and this vehicle is now one I drive with trepidation. My drive to Santa Fe these last two days conjures up feelings that an exorcism of this vehicle is in order. Multiple times most systems lock up and shut down, randomly adjusting themselves without any input from me. Satellite radio locked on......volume has gone to a deafening full blast, leaving me without any ability to adjust or for that matter shut down. This required my pulling to the shoulder on a 75 mph freeway to shut vehicle down. The other items: ALL controls on steering wheel; touchpad control; navigation; headlights locked on in daylight (would frequently turn on and off). EVERY CONTROL ON CONSOLE WILL NOT FUNCTION. There is more.....and every bit of it I have documented with video. Shutting down the engine (rebooting) fixes all for anywhere from 15 minutes to 2 hours. Bottom line.....I feel unsafe.....and I have this dreaded feeling transporting my family in this vehicle. It is Sunday, and we are 200 miles away from our vacation destination, Santa Fe, NM. This can only be demonstrated with the 4 videos I have made. I will drop the vehicle off at Santa Fe Lexus today....or tomorrow, Monday. Again, no confidence and greatly reluctant to embark on our return to Los Angeles in 17 degree temp. I will require a vehicle replacement or return of funds. The confidence is gone, the safety security feeling is not there. Bottom line: WE DO NOT FEEL SAFE IN THIS VEHICLE.
 

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I have been following your "flawless" posts for weeks now. It influenced me to abandon my premonitions about first year of production vehicles. I was almost ready to jump on an NX 200t or 300h. Other than the problems you mentioned today, were you still happy with your NX?
 

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Discussion Starter · #3 ·
Curious you should ask if I still liked the NX. Loved it. In fact I responded to the online customer satisfaction survey 3 days ago with all 10s. I would complete the survey very differently now, sad to say. I don't think I'll feel comfortable to take it on long trips.
 

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Curious you should ask if I still liked the NX. Loved it. In fact I responded to the online customer satisfaction survey 3 days ago with all 10s. I would complete the survey very differently now, sad to say. I don't think I'll feel comfortable to take it on long trips.
Could it be possible that what you got was a "lemon"? There is obviously something wrong with it and very Lexus "unlike" as it's known for reliability...i currently drive a 5yr old Volvo XC60 and it too was a first year production vehicle at the time we got it and so far we had very few minor issues that were all covered by warranty though nothing went wrong with it mechanically and it still drives like a charm...we are contemplating on getting the 200T though we are on the fence from the deal we were offered last Friday as dealer wouldn't discount the MSRP and the trade in value for the Volvo wasn't fair to us based from our research and value of equity we've put in to it. We are at the stage where we will just easily walk away from the deal if they don't budge a little bit more for our trade in...
 

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Wow...that is shocking! Feel free to post the videos!
x2...sorry to read of your trouble with the NX. Thanks for sharing it. I hope the NM dealer can fix it -- let us know how they do.

My thought is that the Lexus dealer staff will be inexperienced with NX repairs at this point, and diagnosing the issue you describe will probably be difficult.

The videos would be interesting to see. Post them up if you can.
 

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Discussion Starter · #7 ·
Tried to post.....will not take the video format. Reluctant to put it on You Tube and bash Lexus. The vehicle behaved tonight. Gives me "anticipated stress disorder." Too bad, really, because I really love the NX.
 

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Tried to post.....will not take the video format. Reluctant to put it on You Tube and bash Lexus. The vehicle behaved tonight. Gives me "anticipated stress disorder." Too bad, really, because I really love the NX.
I understand. You can post it to Youtube, but make it private or something so that only folks with the link can see it, but others who search for Youtube videos cannot.

But, i fully understand if you do not want to. Good luck with your service appt.
 

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Discussion Starter · #9 ·
Still in Santa Fe. NX is back, returned last night...electively. No error codes. Glad I had the videos. Dealership terrific, except for one service advisor. Service manager, Ralph Ross is the best. Supposedly, the absurd story goes...... "You're never supposed to plug your blue tooth enabled iPhone into USB. Didn't you read the manual?" Huh? No, actually, I did not read the manual. Too large....too big. I read the quick reference guide. And.......as an FYI, I did not use the USB for anything other than a separate, dedicated iPod.

They gave me a '15 RX350 AWD as a loaner. Found it to be a mush lug, in need of a new design.

Lexus is paying for hotel. Offered to ship the vehicle back to CA and pay for my air, because of my discomfort level. I have a pet to transport, so no to that.

Love the NX 300h. Not interested in another Lexus. Service advisor in Santa Fe stated this was a known issue, along with new generation navi problems. "You have to understand, this is the first year of production." Really? I didn't exactly sign up for the "Beta" program.

I will drive the vehicle. If it happens again.......right into a hotel.....and I will send the keys back.

Thanks to all, especially Thai, for your quality support.
 

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"You're never supposed to plug your blue tooth enabled iPhone into USB.
Absurd it is!!! LOL!! This came from a service advisor?!! I do that ALL THE TIME on all my cars! That is just plain stupid. Love the disclaimer that with 1st year production, it is perfectly OK to have major problems! :D

Glad that your other experience was good.
 

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Much looking forward to these videos. I am surprised by all the problems that you listed. That is a lot of issues to have happen all at the same time. Lexus usually doesn't have issues like this either. Very interested to see how this turns out.
 

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I will say though, for all the trepidation Lexus upheld their legendary customer service reputation IMO. Offering air and hotel stay, not many companies would do that...
 

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Discussion Starter · #14 ·
No. Nothing. I was instructed NOT to plug my iPhone 6 ("especially the 6") into the USB port). Service advisor John, at Santa Fe Lexus, insists this was the problem, in spite of the fact that I made it clear that I was strictly "blue-toothing" the phone. Again, John was the only person that stated we were dealing with a known issue indigenous to the "new generation" technology. He really illuminated the issues for me by telling me it was a new vehicle to Lexus and I needed to understand that. I cannot tell you how helpful he was to me! :) Initially, he did not want to see the videos, any of them. He caved when I stated that I believed it would be important to see them. "I don't need to see them."

My service report initially stated "customer states.......could not demonstrate." I had the service manager rewrite the report two additional times, clearly stating that numerous videos were viewed and the dealership was acknowledging this problem. Bottom line.....driving to Las Vegas tomorrow.....then home to So. Ca. a few days later. Not comfortable. No assurance that this will be a smooth go.
 

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Discussion Starter · #15 ·
Paperwork: revised

Notice the "comments" area re: "videos."
One of the videos displayed all the problems at one time, including radio at full volume, with no ability to lower or turn off. Vehicle was stopped on shoulder of I-40 freeway with numerous trucks passing at 75 mph. Yes, oh sure, there was no issue. Certainly not my idea of any form or recreation.
 

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Discussion Starter · #16 ·
Those interesting in the four videos, since I cannot download them on this forum, I will be posting them on You Tube on Friday. I'll share the links with the forum on Friday.
 

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Those interesting in the four videos, since I cannot download them on this forum, I will be posting them on You Tube on Friday. I'll share the links with the forum on Friday.
IMHO, i would NOT make the videos PUBLIC. There is another option i believe where you can make it semi-private so that people with links can see it, but one cannot SEARCH Youtube for it.

Thanks in advance for posting the videos. Also, i would turn OFF comments.
 

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Discussion Starter · #18 ·
Thank you for your advice, Thai. Appreciated. Since the early nineties, I have owned approximately 20 Lexus. Corporate has acknowledged this, along with actually mentioning to me that I've never registered a single complaint. I've consistently been a strong advocate for the reliability and service this great company provides.

Free food and free lodging is not a satisfactory way of handling a loyal customer who is stuck while being out of town. It's a bandaid. In short, I have held back all video until now. I'll decide whether my postings on You Tube will be "public" or "non public" based on how this real issue of safety and inconvenience is handled. As a sidebar, again, I do not feel safe.
 

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Thank you for your advice, Thai. Appreciated. Since the early nineties, I have owned approximately 20 Lexus. Corporate has acknowledged this, along with actually mentioning to me that I've never registered a single complaint. I've consistently been a strong advocate for the reliability and service this great company provides.

Free food and free lodging is not a satisfactory way of handling a loyal customer who is stuck while being out of town. It's a bandaid. In short, I have held back all video until now. I'll decide whether my postings on You Tube will be "public" or "non public" based on how this real issue of safety and inconvenience is handled. As a sidebar, again, I do not feel safe.
No one is saying that lodging food and airfare is the be all end all, Lexus seems to be doing what they can when they can, unless you were expecting them to have you in a brand new similarly speced NX within 15 minutes of showing them the videos...

Point being is your 'enthusiasm' for what they have offered thus far proportionate to how you would feel if they had offered you nothing but a smile?
 

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IMHO, i would NOT make the videos PUBLIC. There is another option i believe where you can make it semi-private so that people with links can see it, but one cannot SEARCH Youtube for it.

Thanks in advance for posting the videos. Also, i would turn OFF comments.
Why wouldn't you make the videos public? Just to be nice to Lexus? As long as you write in the description that Lexus was very helpful in solving the problems I don't see why you shouldn't post up the videos. It could be very helpful for people who end up encountering the same problems.
 
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