LEXUS SA, Parts supply issues, backwards and forwards for four months for an in-plan Lexus.

6 Lexus products later it's fair to say I'm a fan of the brand. but WOWZA, things have gone backwards at Toyota/Lexus SA. I have tried the Lexus SA customer care line times at 3 times morning. My case loaded with them in October keeps getting closed. Why would they close the case when clear the issues are ongoing? The customer care line times out after 4 minuets then you call again. on the 4th try someone actually answered. The original case was lodged in October 2025 and is still ongoing. I had purchased a 2020 RX Lexus with 54000kms on the clock in October 2025 from Edenvale Toyota. Issue one. The dealer sold me a Lexus extended warranty which has turned out be the wrong product. Pre-owned warranty as opposed to an extended Warranty. The struggle to get this rectified is ongoing since November. Why they would sell me or even load on the innovation system a pre- owned Lexus warranty that runs parallel to the car's existing warranty is beyond me. It should have an extended warranty from the start, so the warranty should only kick in upon expiry of the existing 7 warranty year plan. On the 30th of September I notified Lexus the Glen of 3 concerns. a suspension groan at the front a suspension groan at the rear and a rattling sunroof. On test driving the vehicle these noises were not present but were audible a day after delivery with normal driving. I notified the selling dealership a day after delivery and was referred straight to Lexus dealership as it's under a maintenance plan which makes sense. The vehicle went in on the 23rd of October and that is where the real mess starts. the vehicle was returned to me the same day with the dealership saying they can't hear any of the of the three noises. for the record two months earlier, my 2024 ES Lexus had the exact same sunroof rattle which they also said they could not hear. After having a discussion with the workshop Manager at Lexus the Glen and loading a case with Lexus SA customer care i was allocated a much-appreciated courtesy car by the Glen Lexus. At this point let me state the staff are great at the Glen, friendly and willing to assist etc, but after a week of coms eventually it was confirmed that all three noises were heard. I was told that the front and rear shocks and shock mountings on the right hand side of the car would be replaced. to my surprise given that this is Toyota product the shocks took 32 days to come into country, what softened the blow was the loan car. I collected the car on day 33. low and behold after 33 days all three noises were present on my return drive home. front and rear suspension groans plus the sunroof rattle. I was then told a booking needs to be made with the Lexus repair center. About a week later my car was collected and a loan car was dropped off. (Nice touch) after around a week i was asked to go through to the repair center (Lexus Eastrand) to explain the noises which I duly did. a day after my visit it was determined that the front sway bushings were worn, for the record i had suggested this as possible cause all the way back in September, by this stage it was November. Again, I had to wait for parts, 3 weeks. so again, my car sat at a Lexus dealer for three weeks with rear suspension and sunroof noise unattended. During said three week period of waiting for parts I went for yet another drive with the workshop Manager to hear the rear suspension noise which (surprise!) was determined to be the rear sway bushings. the parts for the front arrived just before Christmas and with applause after 3 months the front groan was gratefully sorted. However, I now needed to wait for till the 8th of Jan 2026 for the rear bushings to arrive. I confirmed the workshop Manager on Monday the 5th that all was in order for the repair on the 9th which it was and low behold upon my arrival this morning (9th of Jan) the sway bar rear bushings are not at the dealership they will only arrive on the 22nd of JAN. just a reminder, when I first complained back in September 2025, I had suggested rear sway bar bushings or control arm bushings. As for the sunroof, well that rattle is still ever present (nearly four months later) despite repair recall number present on the on the Lexus global site that Lexus SA say they apparttly know nothing about. To make this clear the staff that I have dealt with have been caring, professional and willing to assist, the loan car is truly much appreciated, but the continual wait for parts and miss diagnosis dragging on for 4 months is really not in keeping with what is meant A) be a reliable Toyota product and B) a luxury brand experience. One would assume in the wake of the onslaught of good far more affordable Chinese product Lexus SA would wake up before it too late. At what point do Lexus SA intervene? At what point do Lexus SA get someone senior to call me and calm the situation down. At what point do Toyota/Lexus SA call Toyota Edenvale and say, actually this customer should be refunded his money? BTW, the 2nd star is only because of the staff that are really trying to get this right. Lexus is lucky to have them representing the brand. as for their parts supply issues and build quality issues they should be ashamed.