i sent nottm an email last saturday, 12th, so they probably wouldn't have looked at it until monday, 14th.

now, i wasn't asking for the earth - a simple question about touch-up paint & a request for them to update their records & tell me they'd done it - not exactly rocket science!

am i expecting too much to have had a reply by now?!? Lexus Customer Service - does it exist...???

hmmm....let me check calendar... nope, it's not PMT time!

If I email my local dealer then I always cc the lexus contact centre (lexusinfo@lexuscontactcentre.co.uk) - I know it's probably not the right email address to use but sometimes it seems to get the dealer moving a little quicker.

I bet if you emailed your dealer as someone else and said you'd like to buy one of their cars then you'd have a reply back within a few minutes!!

I reckon seconds....they would have replyed before you

ummm not really. i contactedf a few dealers by email for buying used cars in April 04. Still waiting....

I think email isn't a great way to get hold of all dealers - I emailed all of them a while back and some got back very quickly whereas others were replying over six weeks later (but they did apologise for missing the mail).

Just give them a buzz, they won't bite

And as for the touch up paint - you've just reminded me

I picked up the phone to Lexus Park lane for some tax disc holders... a few days later had 4 in da post

For some reason Lexus dealers are not good with responding to emails....

Anyone tend to suggest why that is because it's really baffling me?

Surely email is a convinient way for them to communicate.

I guess not everyone's working day (or life) revolves around their inbox.

I find that emails tend to be picked up quite slowely by most buisiness' therefore if I can phone and speak to someone I will, get its sorted out there and then most of the time

yeah, thats what i was thinking...

If you work on a PC 8/12 hours a day, email is second nature to you.. but i guess a car showroom/service department doesnt have the same setup as an IT dept..

I too have had bad experience from emailing Lexus dealerships, I wonder why the hell they have email addresses if they are not going to respond? It is policy at the company I work for, that a client must not be kept longer than 2 days without reply and that we all have auto responses if we are on leave etc...

I am a night worker, so email is the best way for me to correspond. On the 09/05/2004 I emailed Lexus Southampton, Reading, Guildford, Swindon and Bracknell, for a 40,000 mile service quote, NONE of them replied.... So the car is off to Oxford, I dont care if they are more expensive, at least they respond!

Just another sign of customer care slipping in my opinion, its getting FAR too common just recently...

If any service organisation advertises an email address then it should have the pocedures in place to be able to respond within 24 hours, or at least acknowledge receipt if an answer is not possible. All Lexus Centres that I have visited have been well equiped and well staffed. There is no excuse, it is just poor management.

It's not just Lexus dealers that don't respond to emails, I have the same problem with many companies.

Not saying this is the problem with Lexus dealers but some call centre staff who answer emails are not paid very well and cannot be bothered some of the time - it's much easier to delete the email rather than having to do the work.

OMG ive never done that

I got the impression that at my local dealer the receptionist just logs in a few times a day, prints out all the emails, and then just passes them on to the relevant department.

It's then up to the individual department as how quickly they respond to the message (I guess the receptionist actually sends the reply back on their behalf).

Interesting...

I got told by the Lexus Bromley centre manager that a new system put into place to directly pass voice messages to the concerned personed has been withdrawn and now they're back to physically passing message slips. My experience with their customer service before, during and after that systems existence hardly changed. its consistently crap.

As far as I am concerned, I will go back to them only for warranty work. Any paid servicing will be elsewhere.

I emailed Lexus Cambridge with a tiny niggle. They rang me back in 24 hours and were extremely helpful and extremely apologetic. It can work, and full marks to Cambridge for that.

It's ever so easy to get the wrong idea about Lexus dealers, because obviously people are more likely to complain in writing, or on a forum, than they are to praise, so you get a biased view. True of all forums (fora?) obviously.

Doesn't mean people don't have bad experiences from time to time, but my impression is still firmly that Lexus dealers are pretty damn good when compared to many other marques.

...quite a few posts on this one then eh guys? it's nice to know i'm not the only one that gets ignored!!

still no reply btw...AND...to add insult to injury...i got my 'welcome to lexus, thank you for buying your new car blah blah' pack in the post today ...we only bought it 26 June 2003!!!

slightly bemused by this, i rang telephone no. on pack (see, i CAN use the phone fingy when i want...) only to be told by a rather unhelpful young lad, "lexus nottm only informed us of the sale 10.06.04" ?????

told the lovely young man i wanted to speak to someone who could listen to my concerns about this & recent customer service issue at Nottm and fwd them on to relevant dept to take note of/act upon - a callback from a manager was promised ...silence is golden! or mebbe my phone line is dead

OMG - this query is getting better by the minute...

i emailed nottm (with cc to lexus gb) this morning as still no contact rcvd - i've had an email back from nottm asking me if i work for lexus contact centre & what's my office number?!?!?!

WTF?!!!!

This is just nuts!

What the hell are Lexus up to?!!! I own a Lexus for good customer service for **** sake! My dealership is great. But if it's going to go the same way as these idiots then us Lexus owners might just as well buy a different make of car next time we change!

DO SOMETHING LEXUS!!!!

talking to lexus chester, they said that their e-mails go through lexus uk, whih slows down.

I also e-mailed several dealers for service quote, and them and exeter were only ones to come back. Both used to take upto 2 days to respond to the e-mails.

Both had v compet quotes for £60k service and both due to work commitments could easily be used.

I can imagine probs are mxture of "perhaps" going through Lexus UK and also they must get stacks of e-mails and average service rep can not deal with enquiries.

Although if more enquiries, that means more interest and business, so they need to meet teh customer expectation, or perhaps they will mutate into BMW/Mercedes and be arrogant about service falling back on reliability reports etc.

MAybe a response from Lexus UK would be helpfull or a dealer to put their side and future plans to those with a vested interest?

When my first service was due i e-mailed Lexus Sheffield and had a phone call reply within hours. I then had a further query which I e-mailed and again received a phone call reply within hours. Both from the service manager. Maybe they can't type or perhaps they just prefer the personal service?

i seem to be getting somewhere on this one, finally...

apparently, my previous emails have been 'unreadable' however, as i've now explained all, i have been told the following...

"I am keen to resolve your concerns/issues, and now entirely aware of your comments on the Lexus Owners Club website, so if I can be of help in speedily resolving your problems please let me know."

...hmmm so, if i HADN'T posted on here...

Hello Lexus Nottingham

Hello Notts staff didn't realise you read on here, good to hear you're getting sorted Lexxy, sounds like the brand is living up to it's name.

PS Ifraz, I edited this post

Aido, you joker.....



Do you want to repeat in public what you said about Lexus Nottingham in the recent PM you sent me.....

.:: edit ::.

Yeah they're cool, and offer a very good customer orientated service.

Oh damn....

I think you may want to edit that Aido.....

Nah I can cope with that

That's better.

Liar, Liar, Pants on Fire!!!

i spoke too soon anyway... i have officially given up with Nottingham now - ask a question...and it will be ignored it must be a new method of customer service that i'm not aware of

i'm waiting for a nice man from Lexus GB to give me a call later today... or coming up!!!

Please don't encourage him...


Actually, what Aido wrote was far from negative about Lexus Nottingham. It was a compliment which was probably not appropriate for these public forums.


Hope you get better success with Lexus GB.

So, hands up who from LOC will be using Lexus Nottingham in future?

Hmmm, maybe a lesson there somewhere for those dealership bods who do read/are aware of the forums.

News of good (Lexus Edinburgh for one) and bad customer service travels fast!

I think the problem is that while there are only about 3-4000 of us who are members of the forum (and maybe only 25% are active), Lexus sells about 15000 odd cars a year. So no matter how much we slag off a dealer on this forum and even if some of us stop using a particular dealer, its doesnt make any difference to the dealer. Perhaps there is a case of passing on all of this feedback to Lexus GB in the hope that they may want to actually do something about this.

thats registered users.

The site was visited by more than 32 thousand unique visitors in May alone.

a lot of people read this forum, of which a significant amount are people considering buying a Lexus, and are doing some research on the marque and the ownership experience.


In my opininion, any dealers reading this forum should be very aware of the amount of potential customers may be reading about their dealership at any given time.

Thanks for that input. Perhaps its an idea then to send a letter to all UK dealers with the URL for this website along with the fact that 32000 unique visitors came to this website looking for information about the Lexus. If negative publicity about their businesses doesnt bother the dealers then they dont deserve to be in business in the first place.

From what I understand, this has been done already - via letters explaining about the Club and approaching dealers for discount deals for our Gold members.

Lexus UK are also aware of our existence and I believe we do get people from there visiting the site.

Even if only a small proportion of visitors to the site pay any attention to the dealer reviews, it could realistically have an impact on their revenue - especially where other better rated dealers are within practical travelling distance!

I am one of these. I have had my car serviced twice at Reading which is a round trip of about 90 miles from where I live.

Croydon, Guildford, Bracknell and Twickenham are nearer, however the dealer reviews were far better for Reading and Croydon and Guildford did not answer my E-mails. Reading did and have been very good, they also know about L.O.C.

I work in Bracknell and used Lexus Bracknell once and I was not treated as a valued customer so I will not be returning there.

interesting...when we were looking around at any possible demonstrators last June before we actually ordered a new one instead, Leicester muttered something about treading on Nottingham's toes over a deal - they couldn't do it/better it because we were actually IN nottingham's patch (i'm in Derby)...

Actually it wasn't appropriate for use in public

Don't worry mate don't need no encouragement now, I've sobered up

Was a very good comment though, think the only people who will know what it said are those with email notification to the thread

Very true though.

In Nott's defence though, they've always been sterling with me since I bought the car and no issues (or those issues that I did have were resolved by David in Service there recently).

I called today to order some bits for the car after some nob hit it in Safeway's last week and they called me back within about 30 minutes, and everything was sorted there and then (touch up paint, those spray things and a new rubber mounting for the rear door to replace the knackered one where someone smacked it with their door )

Can't get much fairer than that to be honest.

It's just a shame they seem to be going from one extreme to another like this - sort it out Notts

My thoughts exactly.


I too have had excellent dealings with Lexus Nottingham. At times I had felt that I was being given the run around, but in the end all my issues had been resolved to my satisfaction.