Lexus Edinburgh

[C Mclean]

The saga continues with concern to the standard of customer care from this dealership.

It all started way back in May when I was curious about the NX. I spoke to the sales staff who took my email address and said I would be sent pics and details from them when they attended the pre launch in Spain.

Result - No Information received.

June

Anyway, I had decided to go for the IS and when it was collected I was told that they would send details of the servicing plans that were available.

Result - No information received

August

Dropped into the dealers when I got back from work and spoke to the sales, again I requested details of the servicing plan. I was advised that they would send me the details.

Result - Again no information received.

September

Several weeks later when I was washing the car, I found lines in the paintwork which was residue left over from the protective plastic used during the shipping. This resulted in the car going in for a couple of days to have the marks polished out of the paintwork. Not a big deal, but something which is supposed to be a common issue should have been caught.

Update - seemingly the lines on the roof only show up when the paintwork has been subjected to a lot of U/V light as per last summer. My car was one of three reported last year, unless the forum members know better.

November

Finally got the service plan details and extended warranty information. Quoted 1001 for the service, 2 minor and 1 major, and 795 for the extended warranty

December

Landed back and found myself at the airport car park with no electrics. Luckily I remembered reading about the Battery terminals being loose, so I gave mine a wiggle and bingo, we have lift off. Went to the dealers just a couple of miles away and had them tightened properly.

Update - This fault is new to Lexus Edinburgh and as far as they are aware, it is an isolated case, and like above, unless the forum members know better.

A week later I am back at the dealers to take out the service plan and extended warranty, as mentioned in a previous post, it turns out that I was paying over the odds and no LOC discount which would have reduced the cost by around 200 pounds. I was also told that no one knew if they could sell me the extended warranty with the car only being 6 month old. They would look into this and get back to me.

Result - Cancelled the service plan, although I have yet to have the 1001 pounds refunded. Also in line with previous requests for information, nothing received on the extended warranty, and now the 2 for 1 deal has expired.

Update - There are system problems with the company administering the service plans where incorrect prices are quoted and they are adding the option to take into account LOC discounts. Also, nothing concrete on the extended warranty, but the dealers are under the impression that the 2 for 1 offer will be extended until later this year.

By this time you can imagine that I'm a little bit ticked off and ended up contacting Lexus U.K. customer relations office. They quickly replied on the 29th Dec and said that they had passed my concerns onto Lexus Edinburgh so that their customer relations executive can contact me as a matter of urgency to discuss and resolve these points.

Result - By the 7th on January I still had no contact from Lexus Edinburgh so a went back to Lexus U.K. As a result Lexus Edinburgh finally contacted me. But due to the time differences it will be tomorrow when I manage to speak to them. This should be an interesting conversation, but at this moment in time I have very little confidence in their dealership which is letting the brand down significantly. If I acted that way at work it would be get out the two planks of wood and three nails !!!

Rant over until I see what happens tomorrow.

Pity it took a couple of gorillagrams to Lexus U.K. to get things moving

[kingy68]

The extended warranty 2 for one deal has been extended and is still being sold at dealers. It hasn't expired. I've just bought a Lexus and have been offered it.

[C Mclean]

The extended warranty 2 for one deal has been extended and is still being sold at dealers. It hasn't expired. I've just bought a Lexus and have been offered it.

Interesting seeing as the offer was supposed to close on the 31st Dec. with any luck I may be able to get it. Or maybe look at another make in 3 years time..

[ColinBarber]

There was no offer - that was just a sales tactic. They revised their pricing during 2014, probably Toyota changed their Insurance company and got a better deal, which ended up meaning the policies were the same price for two years as they previously offered for one year - or it is a marketing plan to get more people to use Lexus servicing (which has increased in pricing) as the warrant policy demands it.

All they stated was that the pricing was valid until the end of 2014 - which then allowed them to review and alter if needed - there was never any mention of an offer or that prices would go up again.

After review they have essentially kept the same pricing model for another year, pricing is now valid until the end of 2015. The only difference is that LS owners now get a 24 month contract - not exactly two year for the old one year price but a discount compared to the old price for two years.

[dandydons]

The saga continues with concern to the standard of customer care from this dealership.

It all started way back in May when I was curious about the NX. I spoke to the sales staff who took my email address and said I would be sent pics and details from them when they attended the pre launch in Spain.

Result - No Information received.

June

Anyway, I had decided to go for the IS and when it was collected I was told that they would send details of the servicing plans that were available.

Result - No information received

August

Dropped into the dealers when I got back from work and spoke to the sales, again I requested details of the servicing plan. I was advised that they would send me the details.

Result - Again no information received.

September

Several weeks later when I was washing the car, I found lines in the paintwork which was residue left over from the protective plastic used during the shipping. This resulted in the car going in for a couple of days to have the marks polished out of the paintwork. Not a big deal, but something which is supposed to be a common issue should have been caught.

November

Finally got the service plan details and extended warranty information. Quoted 1001 for the service, 2 minor and 1 major, and 795 for the extended warranty

December

Landed back and found myself at the airport car park with no electrics. Luckily I remembered reading about the battery terminals being loose, so I gave mine a wiggle and bingo, we have lift off. Went to the dealers just a couple of miles away and had them tightened properly.

A week later I am back at the dealers to take out the service plan and extended warranty, as mentioned in a previous post, it turns out that I was paying over the odds and no LOC discount which would have reduced the cost by around 200 pounds. I was also told that no one knew if they could sell me the extended warranty with the car only being 6 month old. They would look into this and get back to me.

Result - Cancelled the service plan, although I have yet to have the 1001 pounds refunded. Also in line with previous requests for information, nothing received on the extended warranty, and now the 2 for 1 deal has expired.

By this time you can imagine that I'm a little bit ticked off and ended up contacting Lexus U.K. customer relations office. They quickly replied on the 29th Dec and said that they had passed my concerns onto Lexus Edinburgh so that their customer relations executive can contact me as a matter of urgency to discuss and resolve these points.

Result - By the 7th on January I still had no contact from Lexus Edinburgh so a went back to Lexus U.K. As a result Lexus Edinburgh finally contacted me. But due to the time differences it will be tomorrow when I manage to speak to them. This should be an interesting conversation, but at this moment in time I have very little confidence in their dealership which is letting the brand down significantly. If I acted that way at work it would be get out the two planks of wood and three nails !!!

Rant over until I see what happens tomorrow.

sadly I can also add to those not satisfied by this dealer. If you want the details Colin send me a pm since it is a long story.

[agent_dess]

Ah yes Lexus Edinburgh... Glad I dont go there for service anymore, over inflated prices for services compared to what people South of the border get... Mind you they did always take my concerns into consideration everytime I thought car needed expert opinion... I did have a service plan which I took out via them never had problems on that front.

[kingy68]

The extended warranty 2 for one deal has been extended and is still being sold at dealers. It hasn't expired. I've just bought a Lexus and have been offered it.

Interesting seeing as the offer was supposed to close on the 31st Dec. with any luck I may be able to get it. Or maybe look at another make in 3 years time..

Lexus have extended the offer. I don't know the reasons and don't want to speculate without firm facts, but it's on the Lexus website so is country wide. The dealer (Lexus Stockport) did specifically tell me the offer was scheduled to end in December but had been 'rolled over'.