A Warning Tale

[deemac]

I only wanted to buy a Lexus. Why should it be so difficult.

(for Ipswhich, (sic), see dealer reviews)

I did all the usual research which I won't bother you with and turned

up at Cambridge to see one they advertised on the Lexus site. Turned out, they

were in chaos. All their stock is in some paddock miles away and couldn't be

got at without prior notification.

Apparently I should of phoned! Well, obviously.

They were most apologetic but they were awaiting new showrooms, But if I could

return 70 miles, tomorrow, they would dig it out and have it ready for a test

drive.

Lexus Leiceseter were advertising one I wished to see, but had to consult

someone before informing me that it wasn't on site. It was at Birmingham.

As I was now in Ashby de la Zouch that was another wasted journey.

But, never mind, I found the car on the Autotrader Internet site under

the Lexus Birmingham banner and a link which showed the dealer location.

Ever been to Brum?

Don't. Believe me, its another planet for a country boy like me, but, heh!,

......it was easy.

Problem was, it was the Saab site. The Lexus franchise had moved yonks

ago to the other side of Birmingham. Believe it or believe it not, the Saab

Salesman actually got me to follow him through 20 miles of darkest Brum right to

the door of Lexus Birmingham.

By now, the wife had now gone into orbit, had her hissy fit, follwed

by a coniption attack and had descended into hysterics. No car, but no car was

worth it least of all a b......y company who didn't know where its cars were or

where the depot was actually supposed to be.

However she was chuffed with the cuppa tea and the car, in that order.

If it had been a male saleperson, he would have been burned on the spot.

Anyway, I bought the car. After all I had spent a fortune chasing around

the East Midlands and I had to have something to show for it.

The least Lexus Brum could do would be to give the Saab guy a drink out of it.

I don't want to bang on, but unless somone in corporate Lexus

gets a grip on the current chaos, the organisation has the classic signs of

morbidity, brought on by a complacent view of their own importance, lack of focus

on new customer service and a very careless approach to sales promotion under

their changing circumstances.

[UKPulse]

Always a disappointment when a company that usually gives such good service, fails to deliver.

The website for Lexus Cambridge does mention that they're undergoing a refurb, but you'd expect them to have a handle on things and not be so disorganized. I reckon you should make your feelings known to Glen Turner (the MD) as he's the one quoting "...a 'strong culture of customer service'... just so they don't carry on thinking they're doing everything right :winky:

I know dealers do move cars around, so a phone call beforehand is always a good idea, but I'm glad you tracked one down in the end - even better that you bought it!! :)

Brum... hmmm, have managed to avoid the place so far <_<

PS - if this is your first Lex, welcome to the club! :D

[Claire G]

Welcome to the club - hope the enjoyment of the car helps erase the memories relating to the hassles of getting it!

[deemac]

The intro to the Cambridge site says:-

'The site of the new Lexus Cambridge centre is currently under construction at The Lakes Development, Coldham's Lane, Cambridge and we will be updating our news pages on this website with pictures and information as it develops.

In the meantime both sales and aftersales divisions are located nearby in Coldham's Lane and are able to offer friendly, efficient and comprehensive attention to customers and visitors.'

It don't say nowt about phoning up beforehand because they are in an impossible situation for servicing customers requirements. No salesman likes to start off his spiel with an apology for the mess he's in.

In any case who reads the intro when surfing to buy a car. There's only so much time in the day.

It should say in large letters, before every ad...

...........................PHONE US FIRST!!!

deemac (now Gold Deemac!)

[deemac]

Fair do's

I got a handsome apology from Lex-Leics.

But will they fix it.

5-1 they don't

[Loz]

Welcome the the Club, mate

Sorry about your troubles. I would have thought they would be bending over backwards to be helpful now though. might as well take full advantage of that.

...and I am sure you did when negotiating the price!

Happy with the car?

happier still to have found a new "free" coffee shop for the missus?

Loz

[dribble]

Welcome dude,

I am sure the frown will disapear once you step inside one of these great cars!

I am looking a bit affraid if Cambridge is still "between" sites...

especially when my 10k service is soon to arrive.

I guess I better pop over to Norwich - Norfolk and get it done there... oh and atleast they give discount... "GoldMember"

cheers

Lee

[deemac]

Servicing at Cambridge shouldn't be a problem. A gagage is a garage is agarage. It's the sales side which is operating at a disadvantage.

HOWEVER..............

Apart from all this, Nick Hilton, Lexus Franchise Director, appears to have got a grip of the situation and has sent an e-mail acknowledging there has been a problem.

One way of really asssessing the Group systems ethos is for LOC to track this one and test the sales sites in 7 days time. If it is no longer confusing, the Group has systems in place which really respond to customer complaints.

If it don't, then the various e-mails are so much wasted ether space.

Search Toyota (GB) and you will find they have spent a ruddy great fortune on something called Data Content Management, so, in theory, this ***** up shouldn't have happened.

Finally, a big thank you to all LOC members who have informed and encouraged me in my quest. The genuine warmth of the welcome augers well for my future as a Lexus Owner.

Derek McBride

[JOHNNY-BOY]

Don't give up.

I'm sure if Nick is on the case your problems will be sorted, Lexus Leicester are one of the best dealers in the UK (judging by mine and other members experiences) so stick with it. Let them know you have posted your comments on the LOC web site, Lexus GB visit the site so your comments will be noted I am sure.