Extremely disappointing experience with Lexus NX 250 – unresolved interior defect

We purchased a Lexus NX 250 last year, expecting the premium build quality and service that the brand is known for. Unfortunately, we have been dealing with excessive cracking and rattling sounds coming from the centre piano-black trim since early on.

The issue was reported to our local Lexus service centre more than a month ago. Since then, we have submitted numerous videos clearly demonstrating the problem, yet there has been no clear diagnosis, no resolution, and no meaningful feedback on how or when this will be fixed.

For a vehicle costing over R1 million, this level of interior noise and the slow response from customer support is unacceptable. The most frustrating part is not just the defect itself, but the ongoing lack of urgency and communication.

We purchased Lexus specifically for its reputation for quality and customer care. At this point, both have fallen far short of expectations.

We are posting this publicly in the hope that Lexus South Africa will take ownership of the issue, provide proper technical feedback, and resolve the problem without further delay.