Lexus service booking frustration

[Ian2015]

In recent years, booking a service has become an unpleasant experience. The days when you could call the dealership service department, discuss your requirements and book a service have long past. It's now a call centre with non technical people operating from a script. The last 3 occasions I had to use them resulted in many errors such as wrong date, wrong location, messages not passed on etc. I called the dealership this afternoon for costs and was transferred to the call centre who told me £320 for Intermediate and £580 for Full service including spark plug change. When I last enquired at the dealership they deduct £170 if you fit your own plugs (at a diy cost of £45 for OEM plugs plus 15 minutes). The call centre young lady told me the cost is the same whether I have plugs replaced or not. I asked to be transferd back to the Dealership (whom I originally called) when the line went dead!   I didn't get the chance to discuss the £100 previously quoted price reduction for OEM oil I always provide (£54.98 for 5 litres 0w20 from Snows Toyota, Exeter) with service cost always historically reduced. I would be interested to hear others experience and whether it has proved benefitial to have servicing done other than by Lexus.

[NemesisUK]

All my Lexus cars have been within the manufacturer's warranty period and I have always had (and still do)  a service plan with Lexus. I simply telephone my dealer, arrange a date and time and service is done, no hassle. I often wait in the showroom (plenty of coffee and biscuits!) or I have a courtesy car. Never had a problem 👍

[Ian2015]

Thanks for your comments Peter. Maybe this is down to area. The 2 Lexus dealerships nearest to me immediately transfer me to the call centre if I just mention "service". The actual experience when the car is serviced has always been great.

[Duggie B]

I've never had an issue with either of my dealers, I find it better, if possible, to pop in to dealership and book car in face to face when I did book via call centre in the early days I was always informed courtesy cars are not available on Saturdays (my preferred day) but each time I have booked in person at either dealership (Sidcup & Maidstone) it has never been a problem.

[Ian2015]

Hi Doug. I think that's what I'll have to do.

[Duggie B]

No problem Ian, as an aside try to book a while in advance of service due date, I generally book a month to six weeks ahead of the date due.

[Ian2015]

👍

[Lexiguy]

My car has a service plan and I use Lexus Leeds who are part of the Vantage Group.

I have nothing but praise for the dealership and all the staff but they use a central call centre to book vehicles in for work which is less than ideal.

I have met most of the problems identified earlier in the thread and commiserate with all you out there that have to suffer it.

I find it best to call in or email a service advisor with the request and ask for a call back to confirm.

Good luck guys,

Anthony

 

[Ian2015]

Thanks Anthony

[Al D-Much]

Book my services via the Lexus app or through the web.
One email confirmation later and sorted. Never had an issue, local dealer is Lexus Nottingham.

[Las Palmas]

Automatic answering machines where you have to press 5 to 10 different digits to get to the place you try to call, chatbots, call-centres. We better get used to it. Qualified personnel, no way, far too expensive.

Brave new world.

[Husky125]

Thought it was just my dealer as they are part of a larger group and as a newcomer I found this option to be very poor. Phoned the service centre to ask a question on the car and the person answering asked what make a 350h was !!

The dealer have kindly given me a couple of contact numbers for the service department so will avoid the "Lexus centre" next time