RX450h+: 1st Service .... My Fabulous Lexus experience !🤔🙄

[HGUS]

RX450h+: 1st Service .... My Fabulous Lexus Customer Orientated Experience !🤔🙄

Took my RX in for it's first service yesterday and I must say the dealership welcome and being looked after has improved considerably since last time ....

Third time been to this particular dealership ....  1st to purchase, 2nd to pickup the delayed key and have the delayed locking wheel nuts fitted.

 

1st time:  Smiles and Coffee.  Well I did make a purchase!

 

2nd time:  Coffee machine not working and no Biscoff and I had to work out how to check-in and drop off the key in the pigeon hole as nobody around to help.  Eventually, after an hour or so someone acknowledged my presence.

                  SATNAV destinations all removed and Audio settings removed and changed.  Bl**dy Marvellous .... NOT !!

                  When my RX was eventually ready I was escorted to their car park but it took 2 guys going on 10 minutes to find my RX.

 

3rd time:   Coffee machine not working again.  Nobody around again so I had to mess around doing the check-in and drop off the key in the pigeon hole again.

                  This time I was acknowledged after about 30 mins, a great improvement from last time!!!  BUT, that may have been me wondering off towards the back offices to see if someone could make me a latte.  2 guys/staff mumbled something to each other and after about 10 minutes I was presented with the best, I presume, that this Lexus dealership could come up with ....

1/2 a cup of something with a stick in it.   I guess I should be grateful for getting anything.

Towards the end of the RX service someone came to tell me that my car was being washed and that it would be ready shortly.  50 minutes later (50 mins after the service should have been done and dusted) I was presented with the key and an envelope with the service details and told that my car was in their car park.  That was it!

On arriving back at my RX I found my SATNAV and Audio all in order, I was rather relieved!  I just wish that they could have left the driver's seat settings as I had set them and also it would have been nice if they'd not reclined the front passenger seat so that it was as far flat as it could go.  Maybe, I'm being a little picky, it could have been that one of their possibly over-worked staff was having a little snooze!  That could also, possibly, explain why the service over-ran by 50 minutes.

Oh well, it could have been worse and I shouldn't really complain.

2 Lexus Dealerships crossed off my list now.  Next time, fingers crossed, all will be great with another/3rd dealership.  I live in hope !!

 

[katabrontes]

Why not use an independent?  Probably closer to home and likely to be cheaper.

My last visit to the nearest Lexus dealer when considering upgrading my 2006RX350 to  2020 450h (I didn't and am very pleased) was unimpressive and when I decided not to go through with the deal - because the salesman refused to fit roof rails and thus missed the psychological tipping point which happens in any deal - he became quite offensive.  Last time I will visit that one!

[HGUS]

17 minutes ago, katabrontes said:

Why not use an independent?  Probably closer to home and likely to be cheaper.

My last visit to the nearest Lexus dealer when considering upgrading my 2006RX350 to  2020 450h (I didn't and am very pleased) was unimpressive and when I decided not to go through with the deal - because the salesman refused to fit roof rails and thus missed the psychological tipping point which happens in any deal - he became quite offensive.  Last time I will visit that one!

I thought that to keep the warranty valid, etc a Lexus Dealership is where I had to go.  Am I mistaken ?  Also, saying that, I have prepaid for 3 years of servicing with Lexus.

In my experience, quite often, Customer Service is pretty poor in the UK where ever you go.  There are exceptions though, it's just a case of finding them.

[Tickedon]

5 minutes ago, HGUS said:

I thought that to keep the warranty valid, etc a Lexus Dealership is where I had to go.  Am I mistaken ?  Also, saying that, I have prepaid for 3 years of servicing with Lexus.

In my experience, quite often, Customer Service is pretty poor in the UK where ever you go.  There are exceptions though, it's just a case of finding them.

Yes, to benefit from the 10 year / 100k warranty, you need dealer servicing following  the 1 year / 10k mile schedule. Plenty of expensive examples on this forum where people haven’t, and now have a four figure bill, which the warranty would have covered.

 

[HGUS]

17 minutes ago, Tickedon said:

Yes, to benefit from the 10 year / 100k warranty, you need dealer servicing following  the 1 year / 10k mile schedule. Plenty of expensive examples on this forum where people haven’t, and now have a four figure bill, which the warranty would have covered.

 

Many thanks for the confirmation.  I shall continue searching out a decent Lexus Dealership, I am happy with, for After Sales Servicing, etc ....  There has to be one somewhere in the UK, hasn't there !!

[Guest]

Your Lexus dealer is a bit like my local Toyota dealer... workshop viewing window shutters down (against policy), coffee machine not working for two years (it's on but can only do watery crap, nothing nice at all), no biscuits or magazines. 

Our only Lexus dealer in Belfast has an impressive dealership and I can't fault them too much other than telling me I can't have an oil change without a full major or minor service package, or that I must source parts via the franchises parts counter. Fancy coffee machine but never used it (yet). 

Sad to hear as a new car buyer, you've had a poor experience. My friend, complain to Lexus on Facebook messenger (easier than calling up, going on hold, pressing 1 to continue) - don't express your anger, express your disappointment with the brand and experience. They will make it right.  They have offered to step in and make enquiries on my behalf at my dealer in order to make my experience easier just from sharing my experience with them directly. 

I called up to get prices for doing the brakes on my cousins 2018 420d BMW, first port of call, our local BMW dealer parts counter. Not only did he kindly list off the price of all the choices and assure me that the model used a particular size brakes (not the M4 ones, not the basic ones as his car had some package in the middle), but they offered to deliver the parts the next day to our address, some 30 miles away on their regular route for free if we wanted them ordered.  German cars don't hold a candle to Lexus / Toyota reliability and meaningful quality aspects, but man, their customer service is above and beyond - and I wish it wasn't the case.  If they can make interacting with them for a new car..  a part... a service, feel that smooth, no wonder people tolerate the lacklustre engineering under the sleek bodies of their cars.   

Lexus UK need to step up their customer experience auditing across its dealer network. Especially in NI where we have one single choice of a Lexus dealer which follows its own franchise policies in favour of Lexus policies. Shame 

[Eggie]

I must say that I have only ever received superb service at Lexus Bolton both from service department and sales.  Plus always get offered coffee in a real cup. So obviously some Lexus dealers do get it right.

[HGUS]

38 minutes ago, CT200NI said:

Your Lexus dealer is a bit like my local Toyota dealer... workshop viewing window shutters down (against policy), coffee machine not working for two years (it's on but can only do watery crap, nothing nice at all), no biscuits or magazines. 

Our only Lexus dealer in Belfast has an impressive dealership and I can't fault them too much other than telling me I can't have an oil change without a full major or minor service package, or that I must source parts via the franchises parts counter. Fancy coffee machine but never used it (yet). 

Sad to hear as a new car buyer, you've had a poor experience. My friend, complain to Lexus on Facebook messenger (easier than calling up, going on hold, pressing 1 to continue) - don't express your anger, express your disappointment with the brand and experience. They will make it right.  They have offered to step in and make enquiries on my behalf at my dealer in order to make my experience easier just from sharing my experience with them directly. 

I called up to get prices for doing the brakes on my cousins 2018 420d BMW, first port of call, our local BMW dealer parts counter. Not only did he kindly list off the price of all the choices and assure me that the model used a particular size brakes (not the M4 ones, not the basic ones as his car had some package in the middle), but they offered to deliver the parts the next day to our address, some 30 miles away on their regular route for free if we wanted them ordered.  German cars don't hold a candle to Lexus / Toyota reliability and meaningful quality aspects, but man, their customer service is above and beyond - and I wish it wasn't the case.  If they can make interacting with them for a new car..  a part... a service, feel that smooth, no wonder people tolerate the lacklustre engineering under the sleek bodies of their cars.   

Lexus UK need to step up their customer experience auditing across its dealer network. Especially in NI where we have one single choice of a Lexus dealer which follows its own franchise policies in favour of Lexus policies. Shame 

I have to say I'm not angry at all, just extremely disappointed in Lexus in the UK so far.  Not what I expect from a Luxury brand, maybe in name only now?, in the UK.  Compared to my local Lexus dealerships in Japan it's a different world.

Lexus have sent a feedback form by post asking for my opinions/comments and the After Sales Manager sent me an email (extract below) so I may respond when time allows.  Although I shouldn't have to respond negatively if Lexus in the UK were on the ball and met their customer's "My" expectations.

Extract:

====

Just a quick note to follow up and say thank you for giving us the opportunity to look after your vehicle recently.

At Lexus xxxxxxxxxxxxx, we pride ourselves in delivering a memorable customer experience and we value your feedback as we are always striving to improve our services for you.

You may also receive a questionnaire or a call from Lexus GB about your recent visit, I would really appreciate it if you could take the time to complete this as I would really like to receive any comments you may have.

If there is anything else you need assistance with then please do not hesitate to contact us by e-mail xxxxxxxxxxxxxxxxxxxx

Thank you again for your time and I look forward to looking after you on your next visit with us at Lexus xxxxxxxxxxxxxxx.
====

 

The "customer experience" they delivered was memorable but not in a positive way.

[HGUS]

28 minutes ago, Eggie said:

I must say that I have only ever received superb service at Lexus Bolton both from service department and sales.  Plus always get offered coffee in a real cup. So obviously some Lexus dealers do get it right.

I'm happy to hear that.  I'm considering Lexus in Leeds for next time as it's not far from where I occasionally frequent. However, I will keep Lexus Bolton in mind.

[Scotlex]

I think customer service in general for most companies in the UK is not great (rubbish) just now. 

I blame Covid, "working from home" and a general "couldn't care attitude" 🙄.

Hopefully the situation is starting to improve 😀

[HGUS]

2 minutes ago, Scotlex said:

I think customer service in general for most companies in the UK is not great (rubbish) just now. 

I blame Covid, "working from home" and a general "couldn't care attitude" 🙄.

Hopefully the situation is starting to improve 😀

Pretty much agree with you.

[Ken R]

Have got to say that in the six years that I have been dealing with Lexus Edinburgh the experience has been nothing short of outstanding. Be it for servicing purposes, purchasing another vehicle or taking delivery of a new car the customer care is memorable in a positive way.

[Herbie]

Lexus Teeside is where I bought the car and Lexus Preston is my local dealership. Both are absolutely superb and I would happily give a score of 11/10 to either one.

[omegatt]

1 hour ago, Eggie said:

I must say that I have only ever received superb service at Lexus Bolton both from service department and sales.  Plus always get offered coffee in a real cup. So obviously some Lexus dealers do get it right.

Just bought a UXe from them,  first class service and good to hear the service dept is on the ball too.  Unfortunately we are 70 miles away from  Bolton so will try our luck with Chester  when the time comes.

[Guest]

1 hour ago, HGUS said:

I have to say I'm not angry at all, just extremely disappointed in Lexus in the UK so far.  Not what I expect from a Luxury brand, maybe in name only now?, in the UK.  Compared to my local Lexus dealerships in Japan it's a different world.

Lexus have sent a feedback form by post asking for my opinions/comments and the After Sales Manager sent me an email (extract below) so I may respond when time allows.  Although I shouldn't have to respond negatively if Lexus in the UK were on the ball and met their customer's "My" expectations.

Extract:

====

Just a quick note to follow up and say thank you for giving us the opportunity to look after your vehicle recently.

At Lexus xxxxxxxxxxxxx, we pride ourselves in delivering a memorable customer experience and we value your feedback as we are always striving to improve our services for you.

You may also receive a questionnaire or a call from Lexus GB about your recent visit, I would really appreciate it if you could take the time to complete this as I would really like to receive any comments you may have.

If there is anything else you need assistance with then please do not hesitate to contact us by e-mail xxxxxxxxxxxxxxxxxxxx

Thank you again for your time and I look forward to looking after you on your next visit with us at Lexus xxxxxxxxxxxxxxx.
====

 

The "customer experience" they delivered was memorable but not in a positive way.

I would definitely put in another independent case in your name initiated by you to make sure the dealer themselves aren't hiding behind some sort of false account of the situation that taints Lexus GB's view in their favour etc. But it's more effort, and effort you shouldn't need to make 😕 

I hope they resolve this to your satisfaction, if so please share. But if they let you down also please share the name of the dealership. I'm inclined to believe that someone, somewhere at Lexus GB (or maybe even somewhere in Japan in charge of global image) will at some stage come across posts like this and begin to notice recurring names and dealers that are particularly troublesome. 

[Herbie]

4 hours ago, HGUS said:

2 Lexus Dealerships crossed off my list now.  Next time, fingers crossed, all will be great with another/3rd dealership.  I live in hope !!

Why don't you name and shame the bad ones to save other members from getting the same disappointing experience?

For instance, I've had to use Lexus Carlisle twice in the past but would never do so again.

[DavidCM]

I highly recommend Lexus Hedge End(Southampton).Used them for 2 annual services so far and they've been faultless.I have also heard good reports about Swindon and Guildford but not used them personally.My nearest dealer...Reading... didn't even answer the phone TWICE but others who were lucky enough to get answered have mixed reviews.

[HGUS]

2 hours ago, Ken R said:

Have got to say that in the six years that I have been dealing with Lexus Edinburgh the experience has been nothing short of outstanding. Be it for servicing purposes, purchasing another vehicle or taking delivery of a new car the customer care is memorable in a positive way.

Thumbs up to Lexus Edinburgh.  It's just a little too distant for me.

[HGUS]

2 hours ago, Herbie said:

Lexus Teeside is where I bought the car and Lexus Preston is my local dealership. Both are absolutely superb and I would happily give a score of 11/10 to either one.

Thumbs up to both your Lexus Dealerships.  There appears to be a trend towards the North for good dealerships.

[HGUS]

If the dealerships I have experienced contributed and showed that they viewed these forums and therefore were able to actively respond to any comments made about them then I would be more inclined to name them.   I feel it would be unfair to name anyone/any entity in public without their knowledge or ability to respond so I won't, especially when I'm dealing with them on a personal one-to-one basis.  If I get nowhere with a particular dealership after giving them the opportunity to take action then in fairness I will notify that dealership that I will be making a comment about them which they can respond to.

[Chris111]

3 hours ago, Herbie said:

I've had to use Lexus Carlisle twice in the past but would never do so again.

Interesting. I have used them for the last 13 years and can only say positive things.

[jpjsavage]

You need to visit Lexus Stoke. Nothing but exemplary service from them over many years (2 cars and probably buying our 3rd from there this weekend). 

[HGUS]

26 minutes ago, jpjsavage said:

You need to visit Lexus Stoke. Nothing but exemplary service from them over many years (2 cars and probably buying our 3rd from there this weekend). 

That good to hear.  I'm keeping all options open.

[VFR]

1 hour ago, jpjsavage said:

You need to visit Lexus Stoke. Nothing but exemplary service from them over many years (2 cars and probably buying our 3rd from there this weekend). 

Is that Stoke on Trent ?

If so one visit was enough for me (wrote about it on here) and would never go there again.