LA Times Reports on 4th Generation ES Transmission Issues, Lexus Responds…

3 Июн 2015 | Author: | No comments yet »
LEXUS ES300/330

LA Times Reports on 4th Generation ES Issues, Lexus Responds

weekend, the LA Times published chapter in their long-running against Toyota #038; this time asserting the transmission issues experienced by 2002-2006 Lexus ES owners was of a bigger problem:

The documents that Toyota repeatedly to solve the lurching problem by the car’s computer software. But told The Times that the ES issues concerned “drivability” and not related to the sudden-acceleration problems in other vehicles.

But the automaker to fix only a fraction of the vehicles, the show.

The repair “should be utilized for critical customer wrote Gary Heine, powertrain manager for Toyota’s sales division, in an e-mail to service managers on Aug. 27, according to a chronology Toyota prepared for litigation in late

Other customers — presumably who did not complain loudly enough — not included in the software upgrade late 2003, when instructed dealers on how to reprogram the computer and advised more 100,000 ES owners to bring cars in for a “product enhancement.”

The article makes for exciting but ignores the standard industry to apply technical service (TSB) only to customers who the issue at hand — a fact Lexus makes clear in official response to the LA Times:

The mischaracterizes a service process is common throughout the auto to address rare performance Transmission hesitation and momentary in the Lexus ES 300/330 was not a safety or acceleration issue but a customer and drivability issue about only a limited number of raised concerns.  We did not keep issue from ES owners instead, proactively addressed the of those customers who were with the feel and performance of vehicle’s drivetrain.

Once a TSB was to address this condition, we reached out to the small segment of customers who had previously contacted us this issue to ensure were aware the TSB was available, their concerns were addressed and that they satisfied with their performance.  This TSB is still to all other customers who may experience the issue.

Transmission shifting is often a of customer preference, and the vast of owners were either not by or did not have a concern about drivability issue.  More some like quick, shifts, while others slower, gentler shifting.  In drivetrain performance, Lexus to satisfy the widest range of expectations and preferences.

This vilification of Toyota by the LA Times a bad taste in my mouth, but for both of the story, I recommend reading the followed by the Lexus response — I’ve included after the

Lexus Update: Our Response to the Los Times on Lexus ES 300/330 Issue

Lexus objects to the Los Times’ portrayal of how the company to customer concerns regarding a issue in the 2002-2006 Lexus (“Toyota Kept Lexus from Buyers” May 23, 2010).

The mischaracterizes a service process is common throughout the auto to address rare performance Transmission hesitation and momentary in the Lexus ES 300/330 was not a safety or acceleration issue but a customer and drivability issue about only a limited number of raised concerns.  We did not keep issue from ES owners instead, proactively addressed the of those customers who were with the feel and performance of vehicle’s drivetrain.

Overall, 98% of all customers were with their vehicle’s as evidenced by the numerous quality and satisfaction awards and recognition the ES has received, including best-in-class in Power and Associates’ Initial Study (IQS) in three of the five years after it was

• May 2003 – Lexus ES 300 is the highest entry luxury car in the 2003 J.D and Associates IQS.

• May 2005 – The ES 330 is the highest ranked mid-luxury car in the Power and Associates IQS.

• 2006 – Lexus ES 330 earns Power and Associates IQS award in the Premium Car segment.

• July – ES 300 ranks first in the entry sedan class in the 2003 Power and Associates Vehicle Study (VDS).

• On the manufacturing side, J.D. and Associates awarded the ES 300 manufacturing the Tsutsumi Plant in Japan, the Plant Award.

What’s our own research shows that loyalty for the fourth- and fifth-generation ES was at or near the top for the entry-luxury segment.

The service bulletins (TSB) to address this drivetrain in the Lexus ES300/330 were to achieve greater customer with smoother shifting gears in the automatic transmission.

LEXUS ES300/330

a TSB was available to address this we proactively reached out to the small of Lexus customers who had previously us about this issue to they were aware the TSB was that their concerns properly addressed and that were satisfied with vehicle’s performance.  This TSB is available to all other customers who may the same issue.

Transmission is often a matter of customer and the vast majority of owners either not affected by or did not have a about this drivability More specifically, some quick, firm shifts, others prefer slower, shifting.  In addressing drivetrain Lexus strived to satisfy the range of customer expectations and

The term “surge” has been across the industry for many to describe a condition where is a very slight slow-down and perception (typically two miles per or less) while holding throttle at low to moderate speeds. issue was in no way related to any kind of acceleration. Drivability concerns to momentary surges or throttle are not unique to Lexus or Toyota, and every major auto has published technical service to address this type of in their vehicles.

In the last ten nearly 80 service bulletins to this issue with repairs and/or program have been released the industry.  Issuing a TSB is commonplace for issues such as this, and are numerous similar circumstances other manufacturers have done so, versus direct to customers.

Toyota and Lexus all available TSBs accessible to the through the internet by subscribing to our Information System. Toyota submits copies of TSBs to the National Highway Traffic Administration (NHTSA), and most are on the NHTSA website for anyone to


Lexus strives to achieve the standards of product quality and satisfaction, and we made every to make the shifting characteristics of the ES best in-class before and production began. Given the raised by some customers this drivability issue, we did not the very high customer standards we set for ourselves. However, we fully behind the engineering and production of the vehicle, as well as our after-sale service and technical support.

LEXUS ES300/330
LEXUS ES300/330
LEXUS ES300/330

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