Longo Lexus Takes Care of Record Number of Customers Due To Navigation Unit Malfunction
EL MONTE, Calif., June 29, 2016 /PRNewswire/ -- As the #1 Lexus dealership in the Western Area since 1990, Longo Lexus is used to having busy days in its service drive. In fact, on Saturdays they can see up to 250 Lexus owners who bring their vehicles for maintenance. But Wednesday, June 8th was no ordinary day.
A glitch from a wireless software update from the manufacturer caused a malfunction in thousands of Lexus 2014-2016 vehicle navigation and infotainment systems, causing over 1,000 owners to flood the service bays at the dealership in one day.
Lexus has not determined how many vehicles have been affected by the glitch, but have narrowed the problem to a specific generation "Enform" system with Navigation. Since June 8th, the dealership has fixed almost 3,000 vehicles with a hard reset of the navigation system that can only be performed at the dealership.
"Our team has done an amazing job taking care of our guests as quickly and efficiently as possible during extraordinary circumstances," said General Manager Chris McCarty. "We immediately set up an assembly-line process to get the cars moving from write-up to reset and back to our guests. Our guests remained patient and saw that we were doing our best to minimize wait times, and appreciate their understanding and continued support."
Having sold over 21,000 new Lexus vehicles over the affected model years, Longo Lexus expects to see more owners come into the dealership during the summer months and has made provisions, including increased staffing, to accommodate the influx in visits.
Longo Lexus is one of the few Lexus dealerships in the greater Los Angeles area with both the building space and parking capacity to handle such a large increase in business.
Although the navigation reset from write-up to completion takes under an hour, waiting guests can help themselves to complimentary refreshments, gourmet coffee, fresh fruits and healthy snacks in a well-appointed guest lounge equipped with personal computers, flat-screen TVs and newspapers and magazines.
About Penske Motor Group (PMG)
Headquartered in El Monte, CA, PMG's flagship store, Longo Toyota, is the world's largest dealership and the #1 Toyota retailer in the U.S. since 1967 with a diverse workforce speaking over 40 languages and dialects. Longo Lexus serves as the #1 Lexus dealership in the Western U.S. since 1990 and Longo Scion ranks as the #1 Scion store in the U.S. since the brand's inception in 2003. Lexus of Stevens Creek, located in San Jose, CA is the #1 volume luxury retailer in Northern California. Mercedes-Benz of Marin, located in San Rafael, CA. Penske Motor Group's mission is to deliver amazing guest experiences each and every day.
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SOURCE Longo Lexus
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