Should I be upset over this?
Driver
Joined: May 2006
Posts: 189
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From: Ontario, Canada
Actually that was never the slogan. "The Relentless Pursuit of Perfection" was the luxury automaker's primary tag line. In 2000, that changed to "The Passionate Pursuit of Perfection." Two weeks ago, Toyota registered "The Passionate Pursuit of Potential" and "The Pursuit of Potential." So basically "perfection" is no longer part of their mantra. 
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Pole Position
Joined: Aug 2006
Posts: 241
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From: Houston, Texas
Everyone thanks for the great advice!
To all those asking why I didn't throw a fit on site when it happened... I honestly don't know, I think I was more in shock than anything. And when I went outside and saw the state of my car I was so livid I knew I'd have said or done things that I would have later regreted.
One thing I learned over the years is that if you are somewhat patient and "nice" over an issue you tend to end up with the desired result.
So here is where I stand right now, as of this morning I sent a 4 page letter to the dealer's Customer Relations Manager detailing everything that has happened. Fortunately I am **** and keep every piece of paper so I have a great paper trail to support my case.
I will give the dealer time today to get back with me and discuss the issue. If I do not get a satisfactory answer or worse no answer, THEN I'll climb higher up the food chain and contact Lexus Corporate.
I'll let everyone know what happens.
To all those asking why I didn't throw a fit on site when it happened... I honestly don't know, I think I was more in shock than anything. And when I went outside and saw the state of my car I was so livid I knew I'd have said or done things that I would have later regreted.
One thing I learned over the years is that if you are somewhat patient and "nice" over an issue you tend to end up with the desired result.
So here is where I stand right now, as of this morning I sent a 4 page letter to the dealer's Customer Relations Manager detailing everything that has happened. Fortunately I am **** and keep every piece of paper so I have a great paper trail to support my case.
I will give the dealer time today to get back with me and discuss the issue. If I do not get a satisfactory answer or worse no answer, THEN I'll climb higher up the food chain and contact Lexus Corporate.
I'll let everyone know what happens.
Thread Starter
Pole Position
Joined: Aug 2006
Posts: 241
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From: Houston, Texas
OK, Late yesterday afternoon I got a call from the Customer Relations Manager. Let's just say that she wasn't very friendly.
That's kind of unfortunate because my letter wasn't angry or threatening. Actually I started out by saying what a wonderful job they had done during the sale of the car (which they really did). I spelled out everything that had happened, noted why is was a pain for me to take off work to come down and not be able to get the car worked on. Stated that I was a bit miffed that the car was washed after I'd specified for it not to be.
All I asked was that they be more careful in the future when scheduling appointments and pay better attention to instructions like not washing the car. I also asked for a bit of reassurance that the new seals will fix the issue and that the car would still be in factory spec after the install (no fitment issues or squeaks or rattles).
All she addressed with me was scheduling of the car to be worked on. Actually I don't feel like I got a satisfactory explaination of why the car was washed or the initial screw up with the last schedule. I didn't even get an appology.
Since they already have the parts. I've decided to go ahead and let them do the install. After that though, I think I'll be using one of the other dealerships in town, even if it is out of my way.
I drop the car in after work today and they are going to have a loaner waiting for me. The car is scheduled to be worked on Wednesday at 8:00 am and ready for pickup that evening.
Again, I'll let everyone know how this turns out.
That's kind of unfortunate because my letter wasn't angry or threatening. Actually I started out by saying what a wonderful job they had done during the sale of the car (which they really did). I spelled out everything that had happened, noted why is was a pain for me to take off work to come down and not be able to get the car worked on. Stated that I was a bit miffed that the car was washed after I'd specified for it not to be.
All I asked was that they be more careful in the future when scheduling appointments and pay better attention to instructions like not washing the car. I also asked for a bit of reassurance that the new seals will fix the issue and that the car would still be in factory spec after the install (no fitment issues or squeaks or rattles).
All she addressed with me was scheduling of the car to be worked on. Actually I don't feel like I got a satisfactory explaination of why the car was washed or the initial screw up with the last schedule. I didn't even get an appology.
Since they already have the parts. I've decided to go ahead and let them do the install. After that though, I think I'll be using one of the other dealerships in town, even if it is out of my way.
I drop the car in after work today and they are going to have a loaner waiting for me. The car is scheduled to be worked on Wednesday at 8:00 am and ready for pickup that evening.
Again, I'll let everyone know how this turns out.
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OutlawsX
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Nov 1, 2007 11:33 AM