Customer Service
Thread Starter
Driver
Joined: Apr 2007
Posts: 192
Likes: 17
From: Arizona
Customer Service
I have had my ES350 for twenty-one days. In this short period of time, Arrowhead Lexus, the dealership from whom I purchased my ES, has sent me a letter of appreciation for my buying from them and have delivered to me a canister of delicious and expensive gourmet cookies.
As if that is not enough, the dealership’s general manager, sales manager, service manager, parts manager, business manager and the salesman who sold me the car, have all telephoned me to inquire if I have any questions about the car or what the dealership has to offer me in the future.
They also asked if there is anything I need explained about any of the features and functions of the ES, if I have any complaints or if there is anything else they can do to make my ownership more enjoyable.
One would think that I had purchased a $100k+ vehicle instead of the ES.
To say that I am impressed with the customer care of Arrowhead Lexus is an understatement! They do know how to coddle a customer.
As if that is not enough, the dealership’s general manager, sales manager, service manager, parts manager, business manager and the salesman who sold me the car, have all telephoned me to inquire if I have any questions about the car or what the dealership has to offer me in the future.
They also asked if there is anything I need explained about any of the features and functions of the ES, if I have any complaints or if there is anything else they can do to make my ownership more enjoyable.
One would think that I had purchased a $100k+ vehicle instead of the ES.
To say that I am impressed with the customer care of Arrowhead Lexus is an understatement! They do know how to coddle a customer.
Pole Position
Joined: Mar 2007
Posts: 240
Likes: 0
From: MS
Carbuff,
Some dealerships go out of their way to make sure the customers are happy. Herrin-Gear in Jackson MS is the same way. We have recieved several calls from the dealership just to touch base and see how happy we were with the ES and if there was anything that needed to be done of if there was any questions about anything. About a week after delivery we recieved a package from the salesman which contained some cool Lexus baseball caps as well as a promise to send a Lexus shirt when they recieve them.
We have an appointment Monday to take the ES in for its first service (free of course) I may see what other freebies are available when I get there.
To date...the ES has been totally flawless. The only thing we have found to not be 100% is the headlight adjustment. Everything else is absolutely wonderful. We recently took it on 2 fairly long trips. 1200 miles on one and 3000 miles on the other. Both trips the ES was loaded with 4 people and a weeks worth of luggage. The average speeds was around 70-80 and we averaged 31.9 mpg on both trips.
Some dealerships go out of their way to make sure the customers are happy. Herrin-Gear in Jackson MS is the same way. We have recieved several calls from the dealership just to touch base and see how happy we were with the ES and if there was anything that needed to be done of if there was any questions about anything. About a week after delivery we recieved a package from the salesman which contained some cool Lexus baseball caps as well as a promise to send a Lexus shirt when they recieve them.
We have an appointment Monday to take the ES in for its first service (free of course) I may see what other freebies are available when I get there.
To date...the ES has been totally flawless. The only thing we have found to not be 100% is the headlight adjustment. Everything else is absolutely wonderful. We recently took it on 2 fairly long trips. 1200 miles on one and 3000 miles on the other. Both trips the ES was loaded with 4 people and a weeks worth of luggage. The average speeds was around 70-80 and we averaged 31.9 mpg on both trips.
Lexus Test Driver
Joined: Jun 2006
Posts: 1,541
Likes: 2
From: nj
Yes, a lot of Lexus dealerships like to pamper you 
Here Ray Catena showers you with free coffee mugs, shirts, hats, a neat EZ Pass holder, fancy keychains, certificate to local restaurant, $100 certificate to local jewelry place, and than send you a gift with some crafted blankets (that was bizarre!?!). They do let you know your business is appreciated, and they try very hard to make a customer for life, including those service visits where they make up all their money. Going to dealership itself is a treat with a free car wash anytime I want to, gourmet sandwiches, salads, different sodas, cookies, muffins, all leather lounge with big screen TV, computers with internet access, etc. Nothing beats that!!! Back when I was going through my ES350 tranny replacements and buyback, they used to deliver a loaner right to my work, now that was amazing!!!
@MShubrid: such gas mileage is probably the only thing that I miss from ES350. With that car I was easily getting mid 20's in my stop'n'go commute. With my GS350 in the same traffic I'm getting around 20 at best and have to use only premium. Other than that, no complains
Here Ray Catena showers you with free coffee mugs, shirts, hats, a neat EZ Pass holder, fancy keychains, certificate to local restaurant, $100 certificate to local jewelry place, and than send you a gift with some crafted blankets (that was bizarre!?!). They do let you know your business is appreciated, and they try very hard to make a customer for life, including those service visits where they make up all their money. Going to dealership itself is a treat with a free car wash anytime I want to, gourmet sandwiches, salads, different sodas, cookies, muffins, all leather lounge with big screen TV, computers with internet access, etc. Nothing beats that!!! Back when I was going through my ES350 tranny replacements and buyback, they used to deliver a loaner right to my work, now that was amazing!!!@MShubrid: such gas mileage is probably the only thing that I miss from ES350. With that car I was easily getting mid 20's in my stop'n'go commute. With my GS350 in the same traffic I'm getting around 20 at best and have to use only premium. Other than that, no complains
Lexus Champion
Joined: Aug 2006
Posts: 12,581
Likes: 283
From: Illinois
Nothing like these reports from the dealership where I got my car. They've been friendly and business like, but just a couple of thank you/welcome letters from the Sales and Service depts. It's a brand new facility and the car wash is very good, but a little too far to drive to just for a wash so I usually do my own.
Lexus Test Driver
Joined: Aug 2006
Posts: 1,491
Likes: 1
From: MD
You will notice that these kinds of questions will be on your survey. "Were you contacted by your dealership after your purchase?" etc. They want to get a high score from you. Customer Service Index (CSI as it is known in the business) is very important in the automobile industry.
Glad to see this kind of service from the sales division. Now, if we could get that from the service department....
Glad to see this kind of service from the sales division. Now, if we could get that from the service department....
Driver School Candidate
Joined: Jun 2006
Posts: 35
Likes: 0
From: ma
I think it differs by dealer - I never received any follow-up phone calls, and certainly no t-shirts or other throw ins (they were selling the shirts and hats if I had $20).
The acura dealer has called me twice since I brought the car home last week.
The acura dealer has called me twice since I brought the car home last week.
Pole Position
Joined: Oct 2006
Posts: 332
Likes: 0
From: BC
You will notice that these kinds of questions will be on your survey. "Were you contacted by your dealership after your purchase?" etc. They want to get a high score from you. Customer Service Index (CSI as it is known in the business) is very important in the automobile industry.
Glad to see this kind of service from the sales division. Now, if we could get that from the service department....
Glad to see this kind of service from the sales division. Now, if we could get that from the service department....
....my service advisor won one of the highest Lexus awards for customer service in Canada. Now if we could only say the same for Corporate Lexus, both here and from reading many negative posts, in the USA.
It seems that the dealer network is more committed to providing the high level of service and customer satisfaction that corporate advertises but does not deliver. Me thinks the dealer network is closer to "Perfection" while Corporate is still way back in the "Persuit", reluctantantly.
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Rookie
Joined: Apr 2007
Posts: 58
Likes: 0
From: nc
Not So Lucky
I Was Not So Lucky With My Dealership, I Got A Pen Out Of The Salesman Only After I Begged. Not A Single Letter From Anyone And
Was Very Disappointed With My Free 5k Service-no Wash, No Loaner Although I Requested One As My Wife Took It In And Needed To Run A Few Errands And They Had Promised To Check Out The Tranny Which They Didn,t And They Were Going To Touch Up The Paint Which My 5 Year Old Grand Daughter Could Have Done A Better Job. She Was Pissed When I Got Home As She Sit In That Dealership Over 4 Hours. Lexus Of Greenville Great Before The Sale Not So Hot Afterwards.
Was Very Disappointed With My Free 5k Service-no Wash, No Loaner Although I Requested One As My Wife Took It In And Needed To Run A Few Errands And They Had Promised To Check Out The Tranny Which They Didn,t And They Were Going To Touch Up The Paint Which My 5 Year Old Grand Daughter Could Have Done A Better Job. She Was Pissed When I Got Home As She Sit In That Dealership Over 4 Hours. Lexus Of Greenville Great Before The Sale Not So Hot Afterwards.
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