Submit Your Customer Service Stories for New Lexus International Project

[krew]

krew

Time for a big announcement — Lexus Enthusiast is working with Lexus International on a new project to highlight exceptional customer service experiences, and we want to hear your stories!

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[ANDY]

I currently own 2011 lexus ct200h and it currently has 70,000 miles. I've always gotten my free state inspection at the dealership. Last July I went in for my inspection and after waiting, the service guy tells me, that I failed the inspection, due to the small tear on my front wiper blade. It was only 1mm. GG~ I started laughing as if this was a prank. This guy then starts randomly telling me of all these things that can fail inspection like tinted windows, lowering your car, tinted tail lights, aftermarket lights and etc. This guy is so ridiculous, and he comes back with the bill if I were suppose to fix the blades, it would cost almost $200. REALLY?? $200 to replace my wiper blades? it cost like $20 at my local autozone for a pair. I then ask him, if I can come back with the new wipers installed myself and if the inspection would be still be courtesy free and he tells me no, only one time use. The reason I go to the dealership to get state inspection because lexus has offering it for free since I purchased my car and I also get a free hand car wash so next time you guys go in for inspection check your wiper blades! make sure there's no tear

 

[Skipetenj]

My story is two fold - It is about my salesman/delivery specialist and two technicians. I have had numerous models and currently have 3 Lexus in the household. My salesman/delivery specialist contacts me once a month to make sure everything is good with the vehicles and if I have any questions or concerns. The two technicians that perform work on my vehicles will personally come out to discuss any questions I may have regarding service and/or repair. They never hesitate to take a test ride to listen to a noise or to recommend a service that fits my needs. It is pleasure to have such a network at the dealership demonstrating what the true definition of high quality support is.

 

[mikeavelli]

Awesome work KREW!!! Too many stories to share, that is a good thing!

 

[farid]

mr krew
hello...i have a idea for your site and lexus international site...please craete a card for all lexus fans that love lexus and active in the world for introduse lexus name to the other peaople and give them all informatione...
for examlpe(mercedes benz club has created card for all people that love mercedes)...we are a lexus fans and we llove toooooo much lexus brand...pleas created this card and send to every member for this site...we need it.
thank you mr krew

 

[krew]

mr krew
hello...i have a idea for your site and lexus international site...please craete a card for all lexus fans that love lexus and active in the world for introduse lexus name to the other peaople and give them all informatione...
for examlpe(mercedes benz club has created card for all people that love mercedes)...we are a lexus fans and we llove toooooo much lexus brand...pleas created this card and send to every member for this site...we need it.
thank you mr krew

Thanks for sharing your idea!

 

[krew]

My story is two fold - It is about my salesman/delivery specialist and two technicians. I have had numerous models and currently have 3 Lexus in the household. My salesman/delivery specialist contacts me once a month to make sure everything is good with the vehicles and if I have any questions or concerns. The two technicians that perform work on my vehicles will personally come out to discuss any questions I may have regarding service and/or repair. They never hesitate to take a test ride to listen to a noise or to recommend a service that fits my needs. It is pleasure to have such a network at the dealership demonstrating what the true definition of high quality support is.

Thanks for sharing, really appreciate it!

 

[RAL]

Gosh, like LexFather, so many good stories I wouldn't know where to start.

One episode in particular comes to mind: On a pre-dawn morning at 6am my wife was commuting via the interstate. She never saw what evidently shredded the front right tire. She pushed the SOS button. A sense of relief came over her as she heard the responding reassuring voice. Within 30 minutes Lexus of Louisville was there! (she was 30 minutes from the dealer) ... and changed the tire! Oh yeah ... it was ZERO degrees (F) at the time!

She felt sorry for the young fellow who had to work in the bitter blustery cold, but he could not have been nicer or more supportive. He took the wheel with him back to the dealer. She went on to work. On the way home, she went by the dealer and sipped hot chocolate in the lounge while the wheel with a new tire was replaced.

Let's just say our dealer has always made us feel special ... like family! That's the reason we bought our first Lexus and will never buy anything else.

 

[Rob Grieveson]

We are a South African family and are now on our second IS 250auto. The service offered in Durban is excellent. The dealership is 40 kilometers away from our home, what a bonus to arrive at the dealership be greeted as a cherished customer, handed the keys to your loan car and away you go. The service is so far ahead of the rival German brands (I have owned all three of the famous brands in the past) that Lexus will succeed here, their start has been slow but now the new NX is available I am sure their sales will improve. Also badly need the IS in 2 litre turbo format, we have long distances on great highways to travel but the 3.5 litre is expensive to run and uses too much fuel for many people. South African generally also love their SUVS so the NX and new RX will sell well here. Thank you for this site Krew - a job very well done.

 

[Lexus Cohen]

I have so many experiences to share, but I'll share the bad that turned out great! I usually service my car at Lexus of Pembroke Pines, Fl. I remember pulling up to the service area, I spoke with a service greeter then waited to be called in by the adviser. I sat in the service area for almost an hour without getting assistance. Someone finally came to me and asked if I'm getting through, I told them no and I've been sitting here almost an hour to be called in. I finally spoke to a service adviser and made a complaint at that point, and also stated I would NEVER visit the Pembroke Pines dealership again. A few days later I got a call from the dealership, and it was the service manager. She asked how was my visit to dealership and I told her it was horrible, at that point she offered to have my car picked up from work or wherever I am located if I ever need servicing done and it will be at no cost. So, it actually turned out great for me!

 

[C.Guenther]

That's a great idea! Unfortunately I have only bad experience at my sales process to buy a new Lexus GS 300H. My wish is, to see only good stories

 

[mikeavelli]

Most of my stories would center around my friends at Hennessy Lexus of Gwinnett. My parents continue to drive 60 miles and pass other dealers to go there. I cannot say enough positive things about Joe Gaunt, Nuum and the team there!