So I brought my 08 with 91K miles in for the fuel sensor and fan bolt re-call's and asked the tech to take a look for the dreaded coolant buildup on the top of the block. I did notice my coolant level getting low and there were no signs of coolant anywhere else so I assumed this is where the coolant was going. I also expressed my concern for the harness protector as I have read about and seen the electric tape fixes that have been going on stateside. He calls me back to confirm that my car indeed has this problem/leak and that the harness protector broke. He says they will replace the harness protector free of charge, awesome. So I give him the go ahead to fix the leak and in the process he breaks one of my injectors! This sets the repair back over a week as they had to order a new injector and a special tool. Once the parts arrived he is buttoning up and breaks another injector! He calls me notifying me of the problem and states they will take care of it for obvious reasons. Now the tech is expressing his concerns for the remaining injectors because according to him they seemed to be very brittle. I understood his concern and was on the fence about changing the remaining six injectors and paying out of pocket.

He offered me two solutions, one purchase an extended warranty in the event something happens down the road. Two, he offered me his discount on parts which would still amount to $1500 Euro plus labor. I also took into account possible uneven flow with only two new injectors. So we debating this and he attempts to get me the warranty at cost, however, the manager wasn't having it so he took it up to the owner of the dealership. She approaches me and expresses her apology as my car has been there for over three weeks now and says they will cover the entire cost of the repair to include replacing the remaining six injectors!! I was taken back by the offer and I am sure she seen it in my facial expression, lol. Then they offered me the extended warranty at cost if this was something I still wanted.

I must say this dealerships customer service was unbelievable! What a way to treat a customer who brought in an eight year old vehicle that was out of warranty. Not to mention I have never brought my vehicle for service to any dealership before as I have been doing it myself.

Sorry for the long story but I just wanted to share my positive experience.

 

Woah. It's like the first time I've read something positive on the internet. Like, Ever )

Have a good day. Thanks for sharing

 

that's awesome man, i wish all lexus dealerships were like this

 

Elite customer service from owners who know how to treat their customers right. We rarely need to have our cars serviced outside of routine maintenance, and even then many still choose to DIY because of some questionable processes by service techs, but to have one admit their mistake and take the proper remedy (communication at the forefront) shows dedication to getting the job done right. Kudos to your dealership.

 

Well it was the least they could have done. Im glad it worked out for you but these stories are why I keep telling my SA not to touch my car. Imagine they broke the injector and start playing dumb or pointing fingers.

 

The least would have been replacing the 2 they broke, and not all dealerships would have done that - look how many in the fuel sensor thread refused to replace ~$20 harnesses because they broke due to brittleness, replacing all of them for free is above and beyond even for a luxury brand imo.

 

My point exactly! They could have just replaced at minimum what they broke and not disclose anything to me as was done numeruous times stateside. I was worried going into this because the tech told me prior to that this was the first F car he was working on.