LOS ANGELES – Chuck Yaeger describes his job at Lexus as “taking care of people with problems.” If that sounds stressful, most of the time he’s happy to help the unhappy in his role as national manager of the Toyota luxury brand’s customer-satisfaction department. But a string of misfortunes put him to the test recently. Some customers who contact the Lexus equivalent of the complaint desk just want answers to head-scratching technical questions about ...

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