Anti-theft CANbus plates

[Dinga]

7 hours ago, kms2012 said:

Could be that I'm much closer to London? Hedge End are an excellent dealership and I'm sure they will sort it out as soon as they can

In early August, Lexus customer service responded to my request and stated that they had instructed the dealer to order the necessary parts for the installation of my car. In mid-August, I called the dealer's hotline to check for updates, referencing the staff member's name provided by Lexus customer service. It's worth noting that when they initially contacted me after I left a negative review in the Lexus Purchase Survey, it wasn't to discuss the progress of the protection plates installation. It appears that, from the beginning, no action has been taken towards installing the protection plates on my car.

I'm unsure if other dealers would assist with the installation of protection plates, especially considering that this service is offered free of charge.

[Goodplan53]

I agree, Yan, that despite promises from Lexus UK Customer Relations, there seems a reluctance and inertia in the dealerships to proactively follow up with their customers.  In some ways, this is understandable, as both sales and aftersales are incentivised to achieve turnover, and there is nothing in it for them to install something that customers don't pay for.  So it goes to the bottom of the 'to-do' list.

For this reason, Lexus UK should provide clearer direction and guidance to dealerships about the adverse effect on the brand's reputation and the opportunity cost of failing to act decisively and proactively.  After all, we are mostly discussing this problem in negative terms, which must be harmful for Lexus in the short-term.

12 hours ago, Dinga said:

In early August, Lexus customer service responded to my request and stated that they had instructed the dealer to order the necessary parts for the installation of my car. In mid-August, I called the dealer's hotline to check for updates, referencing the staff member's name provided by Lexus customer service. It's worth noting that when they initially contacted me after I left a negative review in the Lexus Purchase Survey, it wasn't to discuss the progress of the protection plates installation. It appears that, from the beginning, no action has been taken towards installing the protection plates on my car.

I'm unsure if other dealers would assist with the installation of protection plates, especially considering that this service is offered free of charge.

 

[First_Lexus]

41 minutes ago, Goodplan53 said:

I agree, Yan, that despite promises from Lexus UK Customer Relations, there seems a reluctance and inertia in the dealerships to proactively follow up with their customers.  In some ways, this is understandable, as both sales and aftersales are incentivised to achieve turnover, and there is nothing in it for them to install something that customers don't pay for.  So it goes to the bottom of the 'to-do' list.

For this reason, Lexus UK should provide clearer direction and guidance to dealerships about the adverse effect on the brand's reputation and the opportunity cost of failing to act decisively and proactively.  After all, we are mostly discussing this problem in negative terms, which must be harmful for Lexus in the short-term.

 

I can only comment on my experience but…I contacted my dealer directly once I found out about the plates. They promised to call back but never did, having claimed to know nothing about the issue!

A few weeks later, I contacted Lexus Customer Services direct via email, received an almost immediate reply and the same dealer contacted me within a few hours to book the car in for the work. Courtesy car supplied, work all done as required, couple of small free gifts provided as well!

Fair to say that the initial frustration was recovered well in my case by both Lexus and then Lexus Reading.