HOW TO GET CUSTOMER ASSISTANCE


CUSTOMER SATISFACTION
At Al-Futtaim Motors, we are proud of our total commitment to customer service, quality, design and workmanship. Every Al-Futtaim Motors Service Centre in the UAE has the expertise required to service and repair your Lexus vehicle.

FURTHER ASSISTANCE
Al-Futtaim Motors is responsible for providing you with the necessary service and repairs within the UAE.If you face any service issues, speak with your Service Manager. You can also contact Lexus Customer Care on 800 LEXUS.

PROVIDE THE NECESSARY INFORMATION
In the event a problem arises, please be prepared with the following information

  • An accurate description of the problem including the conditions under which it has occurred
  • Vehicle model and year
  • Vehicle Identification Number (VIN)
  • Present mileage
  • Date of purchase
  • Sales and service dealer
  • Service history of your vehicle
  • For quick feedback, please refer to the procedure outlined in the sequence listed above.


ROADSIDE ASSISTANCE
COMPLIMENTARY ROADSIDE ASSISTANCE.

As a valued Lexus customer, continuing to service your Lexus vehicle with Al-Futtaim Motors entitles you to complimentary Roadside Assistance. This assures you complimentary 24-hour Accident and Emergency Road Assistance including Battery Boost, Flat Tyre Service, Emergency Fuel Delivery, Lock-out Service and Vehicle Towing Service (to Al-Futtaim Motors Authorised Service Centre or Bodyshop).


In order to maintain your Complimentary Roadside Assistance, your vehicle must be serviced in accordance to the Lexus service schedule (based on the driving conditions in your area) at an authorised Al-Futtaim Motors Service Centre.

Any repairs or maintenance carried out at any independent service centre will invalidate the Roadside Assistance.



CONTACT ROADSIDE ASSISTANCE ON 800 8696.



WARRANTY COVERAGE

The warranty period commences on the date when the vehicle is first invoiced.

WHAT IS COVERED?

BASIC COVERAGE PERIOD
Lexus warrants that it will repair or replace any part of a new Lexus vehicle that is defective, in either material or workmanship, under normal use (with the exception of items listed under ‘Exclusions‘) for a period of five years. Warranty coverage is fully transferable to subsequent vehicle owner(s).

EXCEPTIONS
Private hire, rental vehicles and limousines warranty cover is for five years or 300,000 kilometres, whichever comes first.

Warranty on Lexus LFA models is valid for three years or 100,000 kilometres, whichever comes first.
Tyres, batteries, leather, rubber and plastics are all excluded from the fourth and fifth year of warranty cover.

In order for you to receive the benefits of this warranty cover, your Lexus vehicle must be maintained and serviced in accordance with the Lexus service schedule at an authorised Al-Futtaim Motors Service Centre. Any repairs or maintenance carried out at an independent service centre will invalidate this warranty.

BATTERY
The original equipment warranty coverage covers three years or unlimited kilometres.
During the first 24 months of service (with unlimited kilometres), a defective original equipment battery will be replaced with the compliments of Al-Futtaim Motors. Should the battery fail after 24 months of service, but prior to three years (up to unlimited kilometres), it will be replaced under warranty at a 50 per cent cost to the customer.

SURFACE RUST AND PAINT DEFECTS
Any body sheet metal found, under normal use, to have developed a perforation from corrosion due to defects in material or workmanship is warranted for six years regardless of mileage.



RECOVERY
If your vehicle is rendered inoperative due to the failure of a warranted part, the vehicle recovery service to the nearest Al-Futtaim Motors Service Centre will be covered.



TYRES
Tyre defects are covered under a separate warranty provided by the tyre manufacturer and honoured through their UAE distributor.



NO CHARGE
Approved warranty repairs will be made at no cost using only Lexus Genuine Parts, approved materials and trained labour.



WARRANTY APPLICATION
The Lexus warranty is only valid within the country to which the vehicle was originally exported by the manufacturer, and honoured by the distributor or dealer whose name is stamped in the warranty booklet provided.



WARRANTY POLICY FOR COMPACT SPARE TYRES

Original compact spare tyres on Lexus vehicles are fitted only on select models and are covered by Lexus for a period which is the same as the Vehicle Warranty.

WHAT IS COVERED?
Any compact spare tyre replacement, which becomes necessary due to a defect in material or workmanship, is warrantable with the exception of the items listed under ‘Exclusions’.

EXCLUSIONS
Compact spare tyres which cannot be serviced due to:

  • Road Hazard injuries (e.g. puncture, cuts, impact damage, bruises, snags or wheel spinning, whether repairable or not).
  • Accidents, fire, chemical corrosion, tyre alteration, vandalism or any other related abuse.
  • Under inflation, over inflation, improper maintenance or other abuse (appropriate tyre pressure is 420kPa [60psi]).
  • Incorrect mounting of the tyre, tyre/wheel imbalance or other abuse.

  • Damage caused by incorrect wheel alignment (after the adjustment warranty expires), resulting in uneven or rapid wear.
  • Driven at speeds over 80km/h (50mph).
  • Used for non-emergency purposes (other than driving to the nearest dealer).
  • Compact spare tyres that have had punctures repaired.
  • Normal tyre wear.
  • Tyres with less than 2/32” (1.6mm) of tread remaining.​



ADVANTAGES OF LEXUS QUALITY SERVICE

  • Full computerised service history
  • Guaranteed Lexus Genuine Parts
  • Only Lexus approved materials and lubricants used
  • Six months parts and labour guarantee
  • All equipments are routinely checked for accuracy and safety
  • Standard service available throughout the UAE
  • All technicians are factory-trained and use appropriate Lexus special tools
  • Up-to-date technician information and workshop manuals
  • Checklist to ensure accuracy and consistency
  • All periodic services will be carried out while you wait (by appointment)
  • Environmentally friendly practices
  • Al-Futtaim Motors and Lexus service standards are set by the engineers who built your vehicle to ensure optimum performance and safety
  • Regular Servicing at Al-Futtaim Motors in accordance with your Lexus Maintenance schedule, safeguards your investment and ensures excellent resale value


KEEP YOUR CAR IN OPTIMUM CONDITION WITH AN AUTHORISED SERVICE

PRE-DELIVERY SERVICE
To assure your satisfaction with the appearance and performance of your new Lexus vehicle, Al-Futtaim Motors is responsible for performing specified factory-approved services for cleaning, inspecting and testing your Lexus vehicle. This is done to ensure that your Lexus vehicle is delivered to you in top condition after being shipped from the factory.

MAINTENANCE SERVICE
You are entitled to a complimentary 1,000 km maintenance service upon presentation of this warranty booklet to Al-Futtaim Motors. This maintenance service will be performed in accordance with your Owner’s Manual.

PERIODIC MAINTENANCE SERVICE
Proper maintenance will help to ensure maximum performance, greater reliability and longer life for your Lexus vehicle.

To maintain your Lexus vehicle in optimum condition, and keep your warranty valid, it is important to have it inspected and serviced periodically in accordance with the maintenance services listed in your Owner’s Manual.


OWNER’S MANUAL
Your Lexus Owner’s Manual also contains a chart of required services and a section explaining maintenance items that you can handle yourself. The service schedule is the result of experience and testing and represents the most efficient and economical maintenance for your Lexus vehicle. More frequent service is required for severe driving conditions. In the event of an accident where body repair is required, repairs must be carried out at by an authorised dealer, failing which, the Manufacturer Warranty will be affected.

ONLY SERVICE AND BODY REPAIRS (IN CASE OF AN ACCIDENT) CARRIED OUT BY AL-FUTTAIM MOTORS OR ANY AUTHORISED DEALER KEEPS YOUR WARRANTY VALID.