J.D. Power 2012 Updated Customer Service Index Study (Lexus #1)
02-25-10, 03:10 PM
#16
Lexus Fanatic
Though there are, admittedly, some outstanding Toyota delerships for customer sevice, in general, Toyota has consistantly ranked well below Lexus in that area. There are many reasons for that, but, one of the most well-known is that most Toyota dealerships, for many years, have had very high demand for their vehicles, enjoyed Toyota's (until recently) stellar quality image which created even MORE customers, consistantly raked in good money/profits, and, in general, did not need to throughly please every customer who brought his/her car in for service (although individual Service Managers/Technicians often did anyway). In short, they sold good products in high demand, and, if some customers got peeved once in a while, they really didn't care too much....more new customers would take their place tomorrow.
Lexus, on the other hand, did not get its start until 1990, and (like Infiniti and Saturn, which also started the same year), was designed from the start to be a different kind of company that, unlike most others, kissed customer's a**es.
Lexus, on the other hand, did not get its start until 1990, and (like Infiniti and Saturn, which also started the same year), was designed from the start to be a different kind of company that, unlike most others, kissed customer's a**es.
02-25-10, 03:12 PM
#17
Though there are, admittedly, some outstanding Toyota delerships for customer sevice, in general, Toyota has consistantly ranked well below Lexus in that area. There are many reasons for that, but, one of the most well-known is that most Toyota dealerships, for many years, have had very high demand for their vehicles, enjoyed Toyota's (until recently) stellar quality image which created even MORE customers, consistantly raked in good money/profits, and, in general, did not need to throughly please every customer who brought his/her car in for service (although individual Service Managers/Technicians often did anyway). In short, they sold good products in high demand, and, if some customers got peeved once in a while, they really didn't care too much....more new customers would take their place tomorrow.
Lexus, on the other hand, did not get its start until 1990, and (like Infiniti and Saturn, which also started the same year), was designed from the start to be a different kind of company that, unlike most others, kissed customer's a**es.
Lexus, on the other hand, did not get its start until 1990, and (like Infiniti and Saturn, which also started the same year), was designed from the start to be a different kind of company that, unlike most others, kissed customer's a**es.
02-25-10, 03:21 PM
#18
Lexus Test Driver
iTrader: (1)
Join Date: Jul 2008
Location: CA
Posts: 1,534
Likes: 0
Received 0 Likes
on
0 Posts
No complains about Lexus being #1 here. As a relatively new first time owner of Lexus, I can honestly say that their service is absolutely top-notch thus far. I was really impressed at my first service/oil change.
02-25-10, 10:53 PM
#19
Lexus Connoisseur
http://businesscenter.jdpower.com/ne...spx?ID=2010021
J.D. Power and Associates Reports:
Low Vehicle Sales Likely to Cause Precipitous Drop in Auto Dealer Service Visits
During the Next Several Years, Reaching Low Point in 2013
Low Vehicle Sales Likely to Cause Precipitous Drop in Auto Dealer Service Visits
During the Next Several Years, Reaching Low Point in 2013
Lexus Ranks Highest in Customer Satisfaction with Dealer Service among Luxury Brands,
While HUMMER Ranks Highest among Mass Market Brands
WESTLAKE VILLAGE, Calif.: 24 February 2010 - The outlook for auto dealer service volumes and customer spending appears challenging, with decreases in service business brought on by depressed auto sales in 2008 and 2009 projected to continue for several years, whereby service volume may reach a low point in 2013, according to the J.D. Power and Associates 2010 Customer Service Index (CSI) StudySM released today.
Dealer service traffic volumes are expected to decline by approximately 20 percent between 2009 and 2013, resulting in a 25 percent decrease in service dollars from owners of late (2005 to 2009) model year vehicles. Particularly in the current period of slow auto sales, most dealers rely on service business to stay profitable.
"Over time, many vehicle owners gradually defect to non-dealer service facilities for repair and maintenance needs, particularly when the warranty period expires," said Jon Osborn, research director at J.D. Power and Associates. "With service customer retention becoming more crucial than ever during the next few years, dealerships must focus on not only providing superior levels of customer service, but also on enhancing convenience for vehicle owners and providing pricing that is more competitive with non-dealer facilities."
The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.
Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a second consecutive year. Lexus achieves an overall CSI score of 837 on a 1,000-point scale and performs particularly well in four of the five measures: service quality; service initiation; service advisor; and service facility. Rounding out the top five nameplates in the premium segment are Cadillac (827), Jaguar (822), Acura (817) and BMW (816). Among luxury brands, Cadillac and Mercedes-Benz post the greatest improvements from 2009.
Among mass market brands, HUMMER ranks highest with a score of 815 and performs particularly well in the service quality and service facility factors. Also among the top five brands in the mass market segment are Saturn (808), Buick (805), Chevrolet (787) and MINI (786). Six General Motors brands (including brands GM is divesting) rank within the top seven in the mass market segment. Among mass market brands, Kia and Volkswagen post the greatest improvements from 2009.
The study finds that overall satisfaction with dealer service has increased from 761 in 2009 to 767 in 2010, marking the 10th consecutive year of industry-wide improvement.
Notable improvements are demonstrated in the service facility and service quality measures in 2010, compared with 2009. In particular, satisfaction has increased in the following areas: ease of driving in and out of dealer facilities; convenience of parking; thoroughness of the work performed; the total time required to complete service on the vehicle; flexibility of accommodating the customer schedules; and thoroughness of explanations.
Several other time-related metrics have improved from 2009, including customer ability to get a service appointment on the same day as their initial inquiry call and service being completed the day that the vehicle was brought in for service.
"These improvements may be due to not only an increased focus on customer satisfaction from dealers, but also are possibly a result of lower volumes of service traffic that dealers are now experiencing," said Osborn.
The 2010 CSI Study is based on responses from more than 114,200 owners and lessees of 2005 to 2009 model-year vehicles. The study was fielded between October and December 2009. J.D. Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com/.
Credit: JDPA
J.D. Power and Associates Reports:
Low Vehicle Sales Likely to Cause Precipitous Drop in Auto Dealer Service Visits
During the Next Several Years, Reaching Low Point in 2013
Low Vehicle Sales Likely to Cause Precipitous Drop in Auto Dealer Service Visits
During the Next Several Years, Reaching Low Point in 2013
Lexus Ranks Highest in Customer Satisfaction with Dealer Service among Luxury Brands,
While HUMMER Ranks Highest among Mass Market Brands
WESTLAKE VILLAGE, Calif.: 24 February 2010 - The outlook for auto dealer service volumes and customer spending appears challenging, with decreases in service business brought on by depressed auto sales in 2008 and 2009 projected to continue for several years, whereby service volume may reach a low point in 2013, according to the J.D. Power and Associates 2010 Customer Service Index (CSI) StudySM released today.
Dealer service traffic volumes are expected to decline by approximately 20 percent between 2009 and 2013, resulting in a 25 percent decrease in service dollars from owners of late (2005 to 2009) model year vehicles. Particularly in the current period of slow auto sales, most dealers rely on service business to stay profitable.
"Over time, many vehicle owners gradually defect to non-dealer service facilities for repair and maintenance needs, particularly when the warranty period expires," said Jon Osborn, research director at J.D. Power and Associates. "With service customer retention becoming more crucial than ever during the next few years, dealerships must focus on not only providing superior levels of customer service, but also on enhancing convenience for vehicle owners and providing pricing that is more competitive with non-dealer facilities."
The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the first three years of ownership, which typically represents the majority of the vehicle warranty period. Five measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.
Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a second consecutive year. Lexus achieves an overall CSI score of 837 on a 1,000-point scale and performs particularly well in four of the five measures: service quality; service initiation; service advisor; and service facility. Rounding out the top five nameplates in the premium segment are Cadillac (827), Jaguar (822), Acura (817) and BMW (816). Among luxury brands, Cadillac and Mercedes-Benz post the greatest improvements from 2009.
Among mass market brands, HUMMER ranks highest with a score of 815 and performs particularly well in the service quality and service facility factors. Also among the top five brands in the mass market segment are Saturn (808), Buick (805), Chevrolet (787) and MINI (786). Six General Motors brands (including brands GM is divesting) rank within the top seven in the mass market segment. Among mass market brands, Kia and Volkswagen post the greatest improvements from 2009.
The study finds that overall satisfaction with dealer service has increased from 761 in 2009 to 767 in 2010, marking the 10th consecutive year of industry-wide improvement.
Notable improvements are demonstrated in the service facility and service quality measures in 2010, compared with 2009. In particular, satisfaction has increased in the following areas: ease of driving in and out of dealer facilities; convenience of parking; thoroughness of the work performed; the total time required to complete service on the vehicle; flexibility of accommodating the customer schedules; and thoroughness of explanations.
Several other time-related metrics have improved from 2009, including customer ability to get a service appointment on the same day as their initial inquiry call and service being completed the day that the vehicle was brought in for service.
"These improvements may be due to not only an increased focus on customer satisfaction from dealers, but also are possibly a result of lower volumes of service traffic that dealers are now experiencing," said Osborn.
The 2010 CSI Study is based on responses from more than 114,200 owners and lessees of 2005 to 2009 model-year vehicles. The study was fielded between October and December 2009. J.D. Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com/.
Credit: JDPA
03-01-10, 02:13 PM
#20
MSN Autos: Lexus #1 in dealership satisfaction, according to J.D. Powers survey
http://editorial.autos.msn.com/blogs..._blg=1,1662355
Buyers Rank Their Dealership Experience
More bad news for new-car dealers
Posted by Lawrence Ulrich on Monday, March 1, 2010 8:42 AM
In extolling the wonders of new cars, we sometimes forget about the importance of the role the dealership can play after the sale. Getting a quick service appointment, having the work done right and on time, with as little stress and as few surprises as possible -- all are the hallmarks of a dealer worth keeping.
Every year, J.D. Power and Associates surveys owners about how happy they are with their dealership, and the results become the Customer Service Index. And in the 2010 survey, which polled 114,000 owners between October and December of last year, some bad news for dealers was sandwiched into the usual reports for owners: The big drop in new-car sales almost surely means fewer service visits to dealers, and service operations are even more the lifeblood of such operations when sales go bad. J.D. Power projects that parts-and-service revenues at dealers will fall 20 percent, bottoming out in 2013.
“It’s more fun and sexy to sell new cars, but the fixed service operations are critical to paying the bills,” said Jon Osborn, research director at J.D. Power.
You might think that people hanging onto cars longer means more repair work for dealers, but not so. As new-car warranties expire, owners tend to get more repairs done at aftermarket shops instead. If a dealer can’t replace those departing customers with a steady influx of new-car buyers with fresh warranties in hand, the service business plummets.
On the consumer front, Lexus was tops in the survey among all brands, which measures every aspect of the service experience, from flexible appointments to the quality of repair work.
Among luxury brands, Cadillac (second place behind Lexus) and Mercedes (seventh place) enjoyed the biggest single-year jumps in scores. (Mercedes, despite the bump, still ranks slightly below the luxury-brand average.)
A quartet of General Motors brands -- Hummer, Saturn, Buick and Chevrolet -- swept the top four spots among nonluxury brands. (Too bad the Hummer and Saturn stores are about to hang a permanent “Gone Fishing’” sign on their defunct brands.) And only two Asian mass-market brands -- Japan’s Honda and South Korea’s Hyundai -- managed to score above the industry average for customer service satisfaction. And in case you are wondering, the Toyota recall and its attendant firestorm came a bit too late to affect this year’s survey.
As for dealerships that bombed in the study, Volvo was in last place among luxury brands, with Infiniti second from the bottom. Suzuki brought up the rear among mass-marketers, with Mazda ranked just ahead.
More bad news for new-car dealers
Posted by Lawrence Ulrich on Monday, March 1, 2010 8:42 AM
In extolling the wonders of new cars, we sometimes forget about the importance of the role the dealership can play after the sale. Getting a quick service appointment, having the work done right and on time, with as little stress and as few surprises as possible -- all are the hallmarks of a dealer worth keeping.
Every year, J.D. Power and Associates surveys owners about how happy they are with their dealership, and the results become the Customer Service Index. And in the 2010 survey, which polled 114,000 owners between October and December of last year, some bad news for dealers was sandwiched into the usual reports for owners: The big drop in new-car sales almost surely means fewer service visits to dealers, and service operations are even more the lifeblood of such operations when sales go bad. J.D. Power projects that parts-and-service revenues at dealers will fall 20 percent, bottoming out in 2013.
“It’s more fun and sexy to sell new cars, but the fixed service operations are critical to paying the bills,” said Jon Osborn, research director at J.D. Power.
You might think that people hanging onto cars longer means more repair work for dealers, but not so. As new-car warranties expire, owners tend to get more repairs done at aftermarket shops instead. If a dealer can’t replace those departing customers with a steady influx of new-car buyers with fresh warranties in hand, the service business plummets.
On the consumer front, Lexus was tops in the survey among all brands, which measures every aspect of the service experience, from flexible appointments to the quality of repair work.
Among luxury brands, Cadillac (second place behind Lexus) and Mercedes (seventh place) enjoyed the biggest single-year jumps in scores. (Mercedes, despite the bump, still ranks slightly below the luxury-brand average.)
A quartet of General Motors brands -- Hummer, Saturn, Buick and Chevrolet -- swept the top four spots among nonluxury brands. (Too bad the Hummer and Saturn stores are about to hang a permanent “Gone Fishing’” sign on their defunct brands.) And only two Asian mass-market brands -- Japan’s Honda and South Korea’s Hyundai -- managed to score above the industry average for customer service satisfaction. And in case you are wondering, the Toyota recall and its attendant firestorm came a bit too late to affect this year’s survey.
As for dealerships that bombed in the study, Volvo was in last place among luxury brands, with Infiniti second from the bottom. Suzuki brought up the rear among mass-marketers, with Mazda ranked just ahead.
03-11-11, 09:07 AM
#24
Lead Lap
Thread Starter
Lexus Still #1
J. D. Power & Associates Reports:
Contrary to Popular Perception, Consumers Say Upselling of "Unnecessary" Work by Auto Dealers is Rare
Lexus Receives an Award in Customer Satisfaction with Dealer Service for a 3rd Consecutive Year, While MINI Ranks Highest among Mass Market Brands
Contrary to Popular Perception, Consumers Say Upselling of "Unnecessary" Work by Auto Dealers is Rare
Lexus Receives an Award in Customer Satisfaction with Dealer Service for a 3rd Consecutive Year, While MINI Ranks Highest among Mass Market Brands
WESTLAKE VILLAGE, Calif., March 11, 2011 /PRNewswire/ -- Despite some perceptions that auto dealerships routinely pressure customers to accept unnecessary maintenance or repair services, very few service customers indicate experiencing upselling by the dealer, according to the J.D. Power and Associates 2011 U.S. Customer Service Index (CSI) Study(SM) released today.
Overall, only 7% of service customers in 2011 indicate that their dealer attempted to sell them service work that they perceived as unnecessary. However, customer-reported rates of upselling increase as vehicles age. Among owners of 1-year-old vehicles, 4% indicate that the dealer tried to sell them unnecessary work. This increases to 9% among owners of 4-year-old vehicles.
Customer perceptions of upsell pressure have a notable impact on overall satisfaction with dealer service. Among service customers who say they do not perceive that they were upsold, overall satisfaction averages 780 on a 1,000-point scale. In contrast, among customers who experienced upselling from the dealer, satisfaction averages 642—a difference of nearly 140 points.
"Suggesting additional service work can actually benefit both customers and dealerships—customers may prolong the life of their vehicle, while service facilities may gain additional revenue," said Jon Osborn, research director at J.D. Power and Associates. "However, it is key for dealerships to properly train their staff in the subtleties involved in adequately explaining the necessity and value of additional services without placing undue sales pressure on the customer."
The study examines satisfaction among vehicle owners who visit a service department for maintenance or repair work. The CSI rankings are based on dealer performance during the 1st 3 years of ownership, which typically represents the majority of the vehicle warranty period. 5 measures are examined to determine overall customer satisfaction with dealer service (listed in order of importance): service quality; service initiation; service advisor; service facility; and vehicle pick-up.
Lexus ranks highest in customer satisfaction with dealer service among luxury brands for a 2nd consecutive year and receives an award for a 3rd consecutive year. Lexus achieves an overall CSI score of 846 and performs particularly well in all 5 measures. Rounding out the top 4 nameplates in the premium segment are Jaguar (837); Cadillac (830); and Acura (828). Among luxury brands, Volvo and Porsche achieve the greatest improvements from 2010.
Among mass market brands, MINI ranks highest with a score of 805 and improves by 19 points from 2010. MINI performs particularly well in the vehicle pick-up and service quality factors. Also among the top 10 brands in the mass market segment are GMC (803); Buick (799); Chevrolet (792); Kia (784); Hyundai and smart, in a tie (783 each); Volkswagen (779); Ford (773); and Honda (765). Of mass market brands, Mazda and Suzuki achieve the greatest improvements from 2010.
The study also finds that, during the past 5 years, dealer service facilities have gradually increased their share of service visits and spending, particularly among customers whose vehicles are under warranty. Between 2007 and 2011, the share of service visits at dealer facilities has increased from 67% to 74%. During the same time frame, overall share of spending for dealer service visits increased from 70% to 73%.
"By becoming more competitive in terms of cost and convenience, dealer service facilities are making some progress in capturing share from non-dealer service facilities," said Osborn. "Due to low sales levels during the past three years, service volumes for new in-warranty vehicles are expected to steadily decline through 2013. As a result, maintaining service customer share and loyalty will be vital to dealers in the coming years."
The 2011 U.S. CSI Study is based on responses from more than 97,300 owners and lessees of 2006 to 2010 model-year vehicles. The study was fielded between October and December 2010. J.D. Power and Associates measures dealer service in various countries around the world, including Australia, Canada, China, France, Germany, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, the Philippines, South Africa, Taiwan, Thailand and the UK.
Luxury Brands
Customer Service Index Ranking
J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale)
For Consumers
Lexus
846
5
Jaguar
837
4
Cadillac
830
4
Acura
828
4
Luxury Average
819
3
Lincoln
817
3
BMW
814
3
Porsche
814
3
Mercedes-Benz
810
3
Infiniti
801
2
Audi
794
2
Volvo
788
2
Land Rover
785
2
NOTE: In order to be included in the 2011 rankings, brands must be represented in the study for each model year between 2008 and 2010. SAAB models did not have representation in the 2010 model year; therefore, SAAB is not included in the luxury brand rankings.
Mass Market Brands
Customer Service Index Ranking
J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale)
For Consumers
MINI
805
5
GMC
803
5
Buick
799
5
Chevrolet
792
4
Kia
784
4
Hyundai
783
4
smart
783
4
Volkswagen
779
4
Ford
773
4
Honda
765
3
Mass Market Average
758
3
Mitsubishi
754
3
Mazda
750
3
Chrysler
749
3
Subaru
744
3
Dodge
743
3
Scion
737
2
Toyota
735
2
Ram
733
2
Nissan
731
2
Jeep
728
2
Suzuki
724
2
Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
Customer Service Index Ranking
J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale)
For Consumers
Lexus
846
5
Jaguar
837
4
Cadillac
830
4
Acura
828
4
Luxury Average
819
3
Lincoln
817
3
BMW
814
3
Porsche
814
3
Mercedes-Benz
810
3
Infiniti
801
2
Audi
794
2
Volvo
788
2
Land Rover
785
2
NOTE: In order to be included in the 2011 rankings, brands must be represented in the study for each model year between 2008 and 2010. SAAB models did not have representation in the 2010 model year; therefore, SAAB is not included in the luxury brand rankings.
Mass Market Brands
Customer Service Index Ranking
J.D. Power.com Power Circle Ratings
(Based on a 1,000-point scale)
For Consumers
MINI
805
5
GMC
803
5
Buick
799
5
Chevrolet
792
4
Kia
784
4
Hyundai
783
4
smart
783
4
Volkswagen
779
4
Ford
773
4
Honda
765
3
Mass Market Average
758
3
Mitsubishi
754
3
Mazda
750
3
Chrysler
749
3
Subaru
744
3
Dodge
743
3
Scion
737
2
Toyota
735
2
Ram
733
2
Nissan
731
2
Jeep
728
2
Suzuki
724
2
Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest
Last edited by GS69; 03-11-11 at 09:18 AM.
03-11-11, 09:30 AM
#25
Lexus Fanatic
Well done Lexus. My last few years in dealings with Lexus customer service jives with results.
I know how some dealerships (not necessarily Lexus dealerships) game these surveys, so I take these results as such.
I know how some dealerships (not necessarily Lexus dealerships) game these surveys, so I take these results as such.
03-11-11, 10:53 AM
#26
Lead Lap
Join Date: Sep 2010
Location: Ohio
Posts: 470
Likes: 0
Received 0 Likes
on
0 Posts
My recent problems with the Lexus dealer, specifically Lexus of Toledo, are enough that I will not even remotely consider purchasing another Lexus product. It's not so much that they refused to fix the car, but the Lexus customer service people didn't even care and just told me I should find a new dealership to take it to. I couldn't believe it.
The service in my area is poor at best. It used to be great, but it seems like they just gave up a few years ago. It's to the point that they don't even care to fix the car anymore if it has a problem. They just tell me they aren't interested in working on it and move on. I have like 2.5 years of warranty left. I hate this situation. Every day is a reminder of how badly Lexus treats their customers and what a poor decision I made buying this car.
The service in my area is poor at best. It used to be great, but it seems like they just gave up a few years ago. It's to the point that they don't even care to fix the car anymore if it has a problem. They just tell me they aren't interested in working on it and move on. I have like 2.5 years of warranty left. I hate this situation. Every day is a reminder of how badly Lexus treats their customers and what a poor decision I made buying this car.
03-11-11, 02:10 PM
#28
My recent problems with the Lexus dealer, specifically Lexus of Toledo, are enough that I will not even remotely consider purchasing another Lexus product. It's not so much that they refused to fix the car, but the Lexus customer service people didn't even care and just told me I should find a new dealership to take it to. I couldn't believe it.
The service in my area is poor at best. It used to be great, but it seems like they just gave up a few years ago. It's to the point that they don't even care to fix the car anymore if it has a problem. They just tell me they aren't interested in working on it and move on. I have like 2.5 years of warranty left. I hate this situation. Every day is a reminder of how badly Lexus treats their customers and what a poor decision I made buying this car.
The service in my area is poor at best. It used to be great, but it seems like they just gave up a few years ago. It's to the point that they don't even care to fix the car anymore if it has a problem. They just tell me they aren't interested in working on it and move on. I have like 2.5 years of warranty left. I hate this situation. Every day is a reminder of how badly Lexus treats their customers and what a poor decision I made buying this car.
03-11-11, 02:31 PM
#29
Lead Lap
Join Date: Sep 2010
Location: Ohio
Posts: 470
Likes: 0
Received 0 Likes
on
0 Posts
Ty i think your beef here is more so with the dealer than Lexus itself. I wouldve also advised you to find another dealer if it was possible. Alot of times the dealer network give car companies bad reps by having the customer think its the company itself thats being sh*#@$y. Lexus corporate is usually easier to deal with. Anyway, sorry about your experience.
Oddly, the same rep called me when she was forwarded my email, then a week later when she was forwarded my letter. If anything, they certainly know how to keep customers from getting any further than the help desk. Once you make a complaint, the same person just keeps calling back no matter who you try to talk to. I'm sure she just checks the little "resolved" box and nobody ever even hears about it. She even got mad that I kept trying to get ahold of someone else.
03-11-11, 02:37 PM
#30
Lexus Fanatic
Join Date: May 2003
Location: Massachusetts
Posts: 7,864
Likes: 0
Received 0 Likes
on
0 Posts
So 3 out of the top 6 of the mainstream brand list are deceased brands?
Hummer
Saturn
Pontiac
All the Saturn dealers that I know of closed in 2009. And Hummer and Pontiac dealers were phased out long before 2010 was over.
Unless they're ranking customer satisfaction at supporting GM dealers who may have increased their level of service to please the owners of the killed brands?
Hummer
Saturn
Pontiac
All the Saturn dealers that I know of closed in 2009. And Hummer and Pontiac dealers were phased out long before 2010 was over.
Unless they're ranking customer satisfaction at supporting GM dealers who may have increased their level of service to please the owners of the killed brands?