Why Manufacturers Need to Protect Their Products Better
Published on October 2, 2023 • 5-minute read
Last week, the headlines were ablaze with the cautionary tale of a Lexus customer who found himself in a costly predicament. The manufacturer, however, washed its hands of any responsibility. This raises the important question: who is truly accountable?
Customer’s Experience
Mitchell Levine, a resident of North York, recently bought a $75,000 Lexus RX 350h from a local dealer. Unfortunately, Levine and his wife had previously fallen victim to vehicle theft twice before. In light of this, they inquired about additional theft deterrents for their new car, which happened to be one of the most stolen vehicles in Canada. Surprisingly, they were informed by the dealership that no additional systems were available beyond the factory-installed ones.
Levine, like many other consumers, decided to take matters into his own hands. He made an appointment with an aftermarket entity to have an ignition locking system installed, just as he had done for his previous Toyota Highlander. However, problems arose immediately with the new vehicle, particularly with the key fob and online app, causing intermittent issues with starting and unlocking the car. Levine contacted the Lexus Canada call centre and was advised to visit the dealership for assistance.
Upon returning to the dealer, Levine was informed that the installation of the aftermarket anti-theft system had compromised the wiring harness of the vehicle. The dealer refused to do any further work until the system was removed. Levine had the system removed, but was dismayed to learn that the cost of repairing the wiring harness would fall on him, as it was considered a result of the modification and not a manufacturing defect covered by the warranty.
An Analysis of the Situation
Levine sought a second opinion from another Toyota dealership, where he was informed that the problem likely stemmed from a production issue and that the wiring harness should be replaced. However, due to the alarm system modification, Lexus Canada claimed no responsibility for the damage to the vehicle.
In this situation, it is difficult to determine who should bear the blame. Levine admits that the diagnosis of the damaged wiring harness and obtaining a copy of the error codes was a challenging process. The alarm installer maintains that their work was not at fault. To shed some light on the matter, Chris Muir, an automotive technician and professor at Centennial College, suggests that ultimate responsibility lies with the manufacturer as outlined in the vehicle’s warranty manual. Any unclear issues should be clarified with the manufacturer directly.
The Role of Insurance and Initial Problems
It is worth noting that Levine’s insurance company did not recommend the alarm system, leaving him with little legal protection. Additionally, there were preexisting problems with the ignition and communications system from the moment Levine received the car. According to Muir, these issues should have been addressed before any modifications were made. This further complicates the situation, as it raises questions about underlying issues with the wiring harness that were not properly resolved.
A Way Forward
While sympathy may be warranted for Levine’s situation, it is crucial to recognize the limitations of the sales representative’s responsibility. They are primarily focused on selling cars and may not provide comprehensive information on potential modifications. Ultimately, Toyota warranties its products against factory defects, not damage caused by aftermarket modifications. In order to pursue a resolution, Levine and his wife would need to consult an expert in automotive electronics to assess the wiring harness. However, this may be a costly and challenging endeavor, with no guaranteed outcome in their favor.
Taking Precautions
For others facing similar issues, it is essential to address glitches and problems immediately, opening a ticket to document the concerns. It is also important to research any modifications that may potentially compromise the warranty before proceeding. Ultimately, manufacturers need to take greater responsibility by providing appropriate protection for their products, particularly considering the substantial investment made by consumers. Équité Association, which collaborates with insurance and law enforcement agencies to combat auto theft, agrees that consumers should not be burdened with additional costs for aftermarket immobilizers.
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