Having posted in various other threads over the last few weeks, I thought I would update the forum.
I complained of less than super service from the dealer and Lexus GB. Concerns over the "rattling reports" were made to dealer and GB Lexus - 3 emails to GB - no response. Snail mail to customer services director @ Lexus GB resulted in a non commital reply from a junior employee. I eventually drove 40+ miles to the dealer to ascertain why I had received no reply to my snail mail letter after almost 2 weeks. They "explained" that the letter had gone ignored due to "internal mail sorting system".
After much noise (polite but firm) I was assured that I would not be dissapointed with my chosen vehicle.
Having STILL not received an answer to the other 3 items of concern, I emailed the salesman again, and received a vague reply. Within this reply was a mention that my car delivery date was still un-available, and was on "back-order" now showing possible delivery of May 2006 Considering that the order and deposit was placed in December, and delivery was scheduled for March 1st....I was none too happy with this latest info
I wonder when all the people who have received their cars over the last few weeks ordered theirs??
I emailed again last Friday, suggesting that maybe an alternative colour choice /spec would result in a March delivery - or ...if that was not feasible, and May 2006 was still the likely date, could I change my original colour choice? ( I kinda fancy that st lucia pearl now )
An e-mailed reply on Saturday said no information on either of those questions was available until Monday, but he would email me on Monday with answers. I thanked him for his response, and said I would look forward to hearing from him on Monday.
As I sit here now at 5.30pm - no such emailhas been received.
My initial enthusiasm and excitement is diminishing daily

Isn't it pathetic...I do feel it for you mate!

I dread to say this, but Sytner BMW have an elctronic system that actually works out of hours...(i.e. 24/7) which allows them to see your car and at what status...

So Toyota, largest car company, get a grip!

You should seriously tell them to (!) off, get your deposit back and seek another dealer. Remember most will deliver anywhere in the UK, unles you have a PEX and all of that...

Far from satisfactory, and I am still waiting to hear mine is delayed (would they dare, especially when I handed my PEX in early...).

PS - my salesmen told me that there was a serious problem getting cars with MM. Without is no problem - it looks as though a higher percentage than anticipated want the MM/MLS! Hence the issues...

PPS - they still haven't paid me for my PEX..my next DD is due on Friday...and I haven't got the car or the money! SH!!T!

I dont just want to keep complaining on the forum, but I strongly agree with the above email. I had various problems with the new car but Lexus GB and Customer relations never got back to me after leaving many messages. This incident was strange:
I phoned Lexus GB with the rattle complaint, nobody got back to me after one week. I then left the matter with the dealer and complained that noone from Lexus GB returned my call. After 3 weeks, Dec 28th, I received a call from Lexus GB saying that the person left a note to her colleague to call me on 12th Dec(one week after I spoke with them), but he forgot!!!!! Since then I have called Lexus GB only from the dealer (This way u get to speak to the right person!!)

It would be interesting to know how dealer commission works...

I know for a fact that November/Dec and May/Jun are like graveyards...the dealers do not hit targets then. If they get commission/hit target etc when the car leaves the showroom, then if they're having a good high season, I could see why it's in their interest to push sales back from mere mortals like me and you into low season....

I like conspiracy theories...

In the meantime keep your chin up...

Had considered "necking" the whole deal - but felt that taking a more reasonable and calm approach
( most out of character for me ) was worth a go ?
Got quite a few other "hassles" at the moment, so trying to avoid a blood vessel bursting scenario
Also....I really want the car - especially after all the good reports I keep reading on here.
I will see what tomorrow brings.....
The longer I live - the more I think that I am the only one who ever actually abides by his word, and recognizes what a handshake was really meant to mean. I will go and take my medication now

Eunos and all the others who are waiting for their cars I really do feel for you. As the owner of a new IS I too was messed around by my dealer when it came to ordering my car. I placed an order and deposit with the dealer on the basis that the car was in the country and could be here in a week. The very next day the dealer rings because there is a "mix up" and my car is actually on a boat on its way to Blighty! Arrrrrghhhh.

If it any consolation all this was forgotton as I drove up to the dealer and saw my new baby bathed in a soft white light in a handover bay

Guys, I can only guess that Lexus has been overwhelmed with orders and that when you get your cars all this angst will be a distant memory.

Well apparently Lexus do check this site out on a regular basis.
If it was me personally i would want my deposit back tell them to stick it up their arse if i was being messed about as you guys.
Jamboo, taking your car in for px already and not paying you is heinous. I wouldnt stand for any of it.
When i had s*** service of lexus, no telephone replies or just not being helpful (before i bought one) and they contacted me after a strong call to their manager I told him what i thought and said it was too late.

Euno800 there is no loyality in this world anymore. Sad.

I,too,nearly backed-out when I was promised delivery in the 1st.wk of DEC. & finally received my Supercar 3 days before Xmas! My dealer, Lexus Coventry, gave me a second year of free servicing as I had already
negotiated year one free.My Dealer was embarrassed through-out & was told by GB that the delay was due to no carpet mats @ the Importers! Suggest,as in previous posts,GB totally miscalculated demand & the Factory was caught with the rattle issue.Honesty & Transparency should be a Lexus strength but it clearly is
missing @ the moment.The wait IS worth it but I will never by a Launch Model again because our Dealers are clearly not in control!
Tel

Quick update...Dealer did reply by email at 5.48 pm tonight - apologies to him
Not great news though....apparantely [color="#FF0000"]ALL[/color] 250 SEL auto MMs are now on "back-order" - which I take to mean a confirmation of what was hinted at earlier -
I'm gonna' have to wait until May.
Still I guess the upside (see how positive I am trying to be ) they should have sorted the rattle problem out by then !!

[quote name='Jamboo' post='328197' date='Feb 6 2006, 05:56 PM']It would be interesting to know how dealer commission works...

I know for a fact that November/Dec and May/Jun are like graveyards...the dealers do not hit targets then. If they get commission/hit target etc when the car leaves the showroom, then if they're having a good high season, I could see why it's in their interest to push sales back from mere mortals like me and you into low season....

I like conspiracy theories...

In the meantime keep your chin up...


[/quote]

I worked in the retail motor trade for 18 years, however it was not a luxury brand but the leading manufacturer in Britain.

The incentive campaigns varied but nearly always were based on sales objectives. Each dealer had an annual sales objective, then split into monthly objectives based on the % each month represented of the annual figure. So July's objective would be nowhere near a twelfth of the total.

Incentives were based on registrations dates, so the end of a month would be quite busy. I think thats why they brought in road tax of a year and a week. The dealer paid the weeks fee and the customer still got a full years licence if he took it the 1st of the month.

[quote name='Jerrycan' post='328237' date='Feb 6 2006, 07:49 PM'][quote name='Jamboo' post='328197' date='Feb 6 2006, 05:56 PM']
It would be interesting to know how dealer commission works...

I know for a fact that November/Dec and May/Jun are like graveyards...the dealers do not hit targets then. If they get commission/hit target etc when the car leaves the showroom, then if they're having a good high season, I could see why it's in their interest to push sales back from mere mortals like me and you into low season....

I like conspiracy theories...

In the meantime keep your chin up...


[/quote]

I worked in the retail motor trade for 18 years, however it was not a luxury brand but the leading manufacturer in Britain.

The incentive campaigns varied but nearly always were based on sales objectives. Each dealer had an annual sales objective, then split into monthly objectives based on the % each month represented of the annual figure. So July's objective would be nowhere near a twelfth of the total.

Incentives were based on registrations dates, so the end of a month would be quite busy. I think thats why they brought in road tax of a year and a week. The dealer paid the weeks fee and the customer still got a full years licence if he took it the 1st of the month.
[/quote]


Yes Very poor response I have rattles in both doors,and from time to time the dash and front speaker as well. Wrote to Lexus GB No response at all. Even HOnest John on his forum has listed rattles and what is bad withthe new IS 250 Are Lexus just not listening! Ignore you custmomers at your peril
Alan

Guys. I have to say I am shocked reading all these issues with Lexus GB. I live in Ireland and have to say I couldn't fault the treatment I have received from Lexus. My Father has owned 3 lexus over the last 8 years or so and he has been treated like royalty since day 1. Any issues are sorted in days when possible. Actually it is usually our timetables that have caused any delays.

Maybe you should contact a couple of Irish dealers to find out delivery times. It actually might work out cheaper as well.

Ordered my IS250 company car via our leasing company in December. It apparently won't arrive until April and they don't even have a build date yet...

I thought the advantage of a simple model range was that you didn't have to wait ages for a car!!!

I'm not sure I buy the argument that they're selling loads. I work in the West End of London and we get to see new models on the road pretty quickly and I've only seen one here.

Not happy..... The 217 BHP Audi I *didn't* order is taking on a more attractive shape in my mind!

[quote name='tyrrp' post='328323' date='Feb 7 2006, 09:09 AM']Guys. I have to say I am shocked reading all these issues with Lexus GB. I live in Ireland and have to say I couldn't fault the treatment I have received from Lexus. My Father has owned 3 lexus over the last 8 years or so and he has been treated like royalty since day 1. Any issues are sorted in days when possible. Actually it is usually our timetables that have caused any delays.

Maybe you should contact a couple of Irish dealers to find out delivery times. It actually might work out cheaper as well.[/quote]

The problem with sourcing from "abroad" is that of continuous service - even though the purchase price [b]may[/b] be less, I want to know I have a "local" ( even tho' it's 40+ miles from home ) dealer who will sort out any problems. I could have bought the same spec car through "drive the deal" and saved approx £1000 - but for the reasons above decided to buy from "local" dealer.
"Drive the deal" would not reveal the supplier location until I placed a firm order...all they would say is that the dealer was "approx 100+miles away from my home location"
I reckoned that the advantages above would outweigh the cost difference....and also worried that I may get 2nd class service from the local dealer when it came to after sales care, had I chosen to cancel with him and buy from "The Net".
So far the only visible difference in service has been "free" coffee and bikkies at the dealer ( expensive too at £1000 )
Dealer rung this afternoon and claims he has checked "all over the place" and no cars that match my spec are available sooner than "back-ordered" ...due now May 2006.
Will there be yet more slippage of both delivery date and crown ???

I have a provisional delivery date of may 2nd for my 220D SE with MM ordered in Jan. Dealer said problem was getting MM option. Also said 'mesa red' didn't help in getting an earlier delivery and would i change colours or spec. I think I'll just wait it out....

Also Irish model has KPH on speedo only!!!!

Any Lexus dealership is only as good as its staff.

I have long been a staunch defender of my local Lexus dealer and the cars in general. Needless to say the dealership has changed hands, most of the sales and service staff are new and as a result, the whole Lexus experience has taken a slide.

Whoever said there's no loyalty any more was spot on.

Really sorry to hear you guys are having delivery and quality issues that are'nt being resolved. It would appear from the experiences cited that some Lexus dealer standards are slipping.

On the quality issue, I had a serious rattle coming from the dash around the top mounted speaker area. It went in earlier this week to get sorted and can happily report that the rattle has finally been cured (speaker cable vibration), hopefully permantly. My dealer has been very good. They have been very busy selling IS250's evident by the near bumber to bumper collection of displayed part exchanged IS200's, yet they have always answered my calls and been very attentive. Maybe I am lucky! By the way, Lexus have reported the rattles to HQ with new cars promised to be rattle free.

On the delivery front, those who are waiting for their orders, Eunos, Jamboo etc I do sympathise, since it must be frustrating not having a firm delivery date, but when you do get the car it will be worth the wait. This car is fantastic.

When I ordered mine in early Dec I was told delivery for the SEL with MM was typically 3/4 months which suited me, since at the time my PCP ended in March. However I got a call several days later when my exact spec was accommodated in a car available within under 3 weeks, with Lexus sorting out early settlement on my then currrent PCP.

I believe you need to keep in close contact with your dealers. Be firm but polite. Lexus have underestimated the demand for cars with MM option. At least your cars should be rattle free, and you may get a few extras thrown in for you patience.
Good luck guys.

I am extremely angry! I haven't felt like this since I bought a VX Astra Starmist new in 1990, and suffered the worst experience imaginable then...since then I have never boight another Vauxhall, I even tell National/Alamo not to deliver VX's!

I have been very polite so far. Now I do not trust the dealer one iota. I have been lied to several times.

Inspite of a promise last Thursday of the cheque in post for my £6g and the finance compant settlement (just shy of £3g), neither has materialised.

My next £336.20 Direct Debit for my old Audi is due tomorrow....on a car I gave to Lexus Leicester nearly a month ago (14th Jan). I still have no idea when my new car is coming...all I know is that it will be "some time" in March.

I spoke to my Audi Finance company this week and they have told me that I CAN'T CANCEL my DD as I will have been deemed to have defaulted, and a promise from a dealer is not good enough.

This whole saga is unacceptable at the least.

I have left a message for Mr Rhodes (whoever he is) at Lexus Leicester to call me...some senior bloke that Jon Browne (Business Manager) reports to.

I am not going to settle for any promises, either:

1) I get £10,000 back today (i.e. £9000 for the Audi plus my £1000 deposit)
2) My Audi back if they have still got it PLUS £1000 deposit and I go else where
3) £9000 back today (and I will settle the finance with the finance company) AND a guaranteed date for delivery date for my new car (guestimates, or comments like "...we're confident.." or "...we're sure..." will not be trusted on recent experience). this in writing and I pullout if for whatever reason the new car does not turn up...

If they can't do 3) above then it's 1/2), and I go back to John Fox and buy a new Audi, suffer poor customer service, but be happy with it as they will have met my expectation (as I know they're cr4p)...or just run the Audi until 2007 and buy a new New A4!

Worst mistake ever, buying a Lexus, in my view, not because of the car (which is a gem) but the crap dealer! What hope is there of them ever fixing a rattle or me ever trusting them again?!

[quote name='Jamboo' post='328860' date='Feb 9 2006, 09:23 AM']I am extremely angry! I haven't felt like this since I bought a VX Astra Starmist new in 1990, and suffered the worst experience imaginable then...since then I have never boight another Vauxhall, I even tell National/Alamo not to deliver VX's!

I have been very polite so far. Now I do not trust the dealer one iota. I have been lied to several times.

Insipe of a promise last Thursday of the cheque in post for my £6g and the finance compant settlement (just shy of £3g), neither has materialised.

My next £336.20 finance Direct Debit for my old Audi is due tomorrow....on a car I gave to Lexus Leicester nearly a month ago (14th Jan). I still have no idea when my new car is coming...all I know is that it will be "some time" in March.

I spoke to my Audi Finance company this week and they have told me that I CAN'T CANX my DD as I will have been deemed to have defaulted, and a promise from a dealer is not good enough.

This whole saga is unacceptable at the least.

I have left a message for Mr Rhodes (whoever he is) at Lexus Leicester to call me...some senior bloke that Jon Browne reports to.

I am not going to settle for any promises, either:

1) I get £10,000 back today (i.e. £9000 for the Audi plus my £1000 deposit)
2) My Audi back if they have still got it PLUS £1000 deposit and I go else where
3) £9000 back today (and I will settle the finance with the finance company) AND a guaranteed date for delivery date for my new car (guestimates, or comments like "...we're confident.." or "...we're sure..." will not be trusted on recent experience). this in writing and I pullout if for whatever reason the new car does not turn up...

If they can't do 2) or 3) above then it's 1), and I go back to John Fox and buy a new Audi, suffer poor customer service, but be happy with it as they will have met my expectation (as I know they're cr4p)!

Worst mistake ever, buying a Lexus, in my view, not because of the car (which is a gem) but the crap dealer! What hope is there of them ever fixing a rattle or me ever trusting them again?![/quote]

Jamboo, I really feel for you in the position you're in at the moment. The way they've treated you (as a new to Lexus customer) is just wholly unacceptable, appauling customer service and downright bad business.

Is there any way you can get into the dealership today, go down there and cause a stink. I always find face to face a better way of making sure the sales guy and his manager know how p 'd off I am. Tell them you're not leaving without 1,2 or 3.

It seems that Lexus have completely screwed up with the demand for the new IS, but that's no excuse for poor service.

The other thing you could maybe do is transfer your order to another Lexus dealer, I don't know who else is nearby in your area. It should be a simple matter of moving the sale from one dealer to another - contact the new dealer first!

I would stick with the Lexus as it really is a lovely car and once you get it you'll be glad you waited and so far (touch wood) I've had not a sniff of a rattle, so yours should be fine.

Get down there and give them a piece of your mind!!

[quote name='scott' post='328864' date='Feb 9 2006, 09:39 AM'][quote name='Jamboo' post='328860' date='Feb 9 2006, 09:23 AM']
I am extremely angry! I haven't felt like this since I bought a VX Astra Starmist new in 1990, and suffered the worst experience imaginable then...since then I have never boight another Vauxhall, I even tell National/Alamo not to deliver VX's!

I have been very polite so far. Now I do not trust the dealer one iota. I have been lied to several times.

Insipe of a promise last Thursday of the cheque in post for my £6g and the finance compant settlement (just shy of £3g), neither has materialised.

My next £336.20 finance Direct Debit for my old Audi is due tomorrow....on a car I gave to Lexus Leicester nearly a month ago (14th Jan). I still have no idea when my new car is coming...all I know is that it will be "some time" in March.

I spoke to my Audi Finance company this week and they have told me that I CAN'T CANX my DD as I will have been deemed to have defaulted, and a promise from a dealer is not good enough.

This whole saga is unacceptable at the least.

I have left a message for Mr Rhodes (whoever he is) at Lexus Leicester to call me...some senior bloke that Jon Browne reports to.

I am not going to settle for any promises, either:

1) I get £10,000 back today (i.e. £9000 for the Audi plus my £1000 deposit)
2) My Audi back if they have still got it PLUS £1000 deposit and I go else where
3) £9000 back today (and I will settle the finance with the finance company) AND a guaranteed date for delivery date for my new car (guestimates, or comments like "...we're confident.." or "...we're sure..." will not be trusted on recent experience). this in writing and I pullout if for whatever reason the new car does not turn up...

If they can't do 2) or 3) above then it's 1), and I go back to John Fox and buy a new Audi, suffer poor customer service, but be happy with it as they will have met my expectation (as I know they're cr4p)!

Worst mistake ever, buying a Lexus, in my view, not because of the car (which is a gem) but the crap dealer! What hope is there of them ever fixing a rattle or me ever trusting them again?![/quote]

Jamboo, I really feel for you in the position you're in at the moment. The way they've treated you (as a new to Lexus customer) is just wholly unacceptable, appauling customer service and downright bad business.

Is there any way you can get into the dealership today, go down there and cause a stink. I always find face to face a better way of making sure the sales guy and his manager know how p 'd off I am. Tell them you're not leaving without 1,2 or 3.

It seems that Lexus have completely screwed up with the demand for the new IS, but that's no excuse for poor service.

The other thing you could maybe do is transfer your order to another Lexus dealer, I don't know who else is nearby in your area. It should be a simple matter of moving the sale from one dealer to another - contact the new dealer first!

I would stick with the Lexus as it really is a lovely car and once you get it you'll be glad you waited and so far (touch wood) I've had not a sniff of a rattle, so yours should be fine.

Get down there and give them a piece of your mind!!
[/quote]

Scott - cheers mate, once "Mr Rhodes" calls that's exactly what I am going to tell him - we'll be there at 5.45pm today...the wife wanted to go in on her way to work today....that would have been bad!

Isn't it just amazing how much more caring the members on this forum are than the dealers - and we're not even making £thousands off each other or have ever met!

I really have to say that my experience at Lexus Leic was full of hope to start with...and like you say, this quality .v. quantity drop off thing is not acceptable - let's face - they're forecast to sell just a few thousand more cars in the UK with the new IS. That's like 50 more cars throughout each dealership over the year...it's nothing!

This is what I hope Lexus GB are looking at on these "ferorums!"

This is also why I think that the Brand gets so many plaudits. Lots of passionate, great people involved...at the customer level...!

Spoken to Richard Rhodes. He is Centre manager at Lexus Leicester(dunno if that = dealer principal)

Explained the cheques in the post...that I'm still paying for a car I haven't got...etc ZZZZzzzzzzz

He "profusely" (I could hear him munching humble pie) apologised.

Is aware of the 3x cherished plate transfer form debacle, I mentioned my offence at having been offered the fuel for that visit (!), but of course he said it was mentioned as a metter of speaking ( )

He then said it was not often that they could not match bank finance...brought back onto subject by me!

I have asked for the Audi back, as I still legally own it (afterall they never paid me), or 2 cheques - one for me and one for the Audi finance company...he's not sure if he can do that. Still lots of "dunnos" from the dealers...

Will call me back! He knows I'll be there later !

PS - mine still will be March for definate - will find out what date!

Incidentally, Eunos800 - I mentioned the disdain of LOC members not having a delivery date - he is sure that when the car is ordered on the system, a projected date is given. Situations like your's are questionable and will only happen if the dealer decides not to place your car on the system when they claim to have dunnit.

This could be because (and I read this from he said) the demand for IS250 (SE/SE-L) auto MM has far exceeded expectation...I think that your dealer was going to wait until early Jan, hoping for a max 12 week delivery and Credit againt January 2006...but too many others were on the system by then, so you'rs got put back.

It could be a dealer c0ck-up? I'd check with them...and tell 'em just how brassed off you are (if you haven't done it already).

So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but

[quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Excellent news!! Not long now

Hi matey...both sorrow and Joy heh? Well I will keep fingers crossed that it does arrive March
My dealer rang this morning, and has offered me a Caspian sky model ( cancelled order apparantly ) Thing is......I could have it March
All other spec is exactly as my original choice, and I really need to see a caspian Sky in the flesh now
Thinks me will be tempted.........

[quote name='Eunos800' post='328889' date='Feb 9 2006, 12:01 PM']Hi matey...both sorrow and Joy heh? Well I will keep fingers crossed that it does arrive March
My dealer rang this morning, and has offered me a Caspian sky model ( cancelled order apparantly ) Thing is......I could have it March
All other spec is exactly as my original choice, and I really need to see a caspian Sky in the flesh now
Thinks me will be tempted......... [/quote]
Caspian in my view is excellent (it was my second choise - I like Red cars!!). But it's a personal thing.

Its a light sky blue metallic if I recall, saw one at Leicester in that colour, but the SE-L was a few too many shillings...on my humble mediocre car allowance...

[quote name='scott' post='328888' date='Feb 9 2006, 12:01 PM'][quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']
So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Excellent news!! Not long now
[/quote]
Cheers Scott - I'm getting all excited...

If it wasn't for the fact that I don't drink, a large whisky is called for...all reading this - have one for me!

Incidentally - how's yer MPG comin' along?

[quote name='Jamboo' post='328891' date='Feb 9 2006, 12:11 PM'][quote name='Eunos800' post='328889' date='Feb 9 2006, 12:01 PM']
Hi matey...both sorrow and Joy heh? Well I will keep fingers crossed that it does arrive March
My dealer rang this morning, and has offered me a Caspian sky model ( cancelled order apparantly ) Thing is......I could have it March
All other spec is exactly as my original choice, and I really need to see a caspian Sky in the flesh now
Thinks me will be tempted......... [/quote]
Caspian in my view is excellent (it was my second choise - I like Red cars!!). But it's a personal thing.

Its a light sky blue metallic if I recall, saw one at Leicester in that colour, but the SE-L was a few too many shillings...on my humble mediocre car allowance...

[quote name='scott' post='328888' date='Feb 9 2006, 12:01 PM'][quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']
So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Excellent news!! Not long now
[/quote]
Cheers Scott - I'm getting all excited...

If it wasn't for the fact that I don't drink, a large whisky is called for...all reading this - have one for me!

Incidentally - how's yer MPG comin' along?
[/quote]

The whisky is tempting, got this nasty cold with blocked sinus, need something to deaden the pain

MPG is still 34, spoke to my dealer about it this morning and he said they had similar problems with the hybrid (rx ?) and mpg improved after about 4000 miles Not sure how a hybrid equates to a normal diesel car but I'm willing to see where I am after 4000 miles or so. By then there should be plenty of other feedback about mpg so we're know if Lexus have dropped the ball with claimed figures etc.

Still loving the car; it's great for cruising down the motorway, so quiet. Borrowed some Jazz of one of my mates, not normally my cup of tea, but we cranked up the ML to upper 40's and had a good listen. My mate was well impressed, you could pick out all the instruments and warbles

[quote name='Jamboo' post='328891' date='Feb 9 2006, 12:11 PM'][quote name='Eunos800' post='328889' date='Feb 9 2006, 12:01 PM']
Hi matey...both sorrow and Joy heh? Well I will keep fingers crossed that it does arrive March
My dealer rang this morning, and has offered me a Caspian sky model ( cancelled order apparantly ) Thing is......I could have it March
All other spec is exactly as my original choice, and I really need to see a caspian Sky in the flesh now
Thinks me will be tempted......... [/quote]
Caspian in my view is excellent (it was my second choise - I like Red cars!!). But it's a personal thing.

Its a light sky blue metallic if I recall, saw one at Leicester in that colour, but the SE-L was a few too many shillings...on my humble mediocre car allowance...

[quote name='scott' post='328888' date='Feb 9 2006, 12:01 PM'][quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']
So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Excellent news!! Not long now
[/quote]
Cheers Scott - I'm getting all excited...

If it wasn't for the fact that I don't drink, a large whisky is called for...all reading this - have one for me!

Incidentally - how's yer MPG comin' along?
[/quote]


Jamboo

I should say that Lexus Leicester is c**p. My brother got his IS 220d delivered last weekend through them. The guy said he was not responsible for the hand-over and spent only 10 minutes talking us through. I was surprised!!! Again, the car was not delivered on the date promised.

I guess its time all Lexus Dealers are refreshed with some customer service training.

I hope you get your car delivered on time. I am sure its worth the wait.

Javeed

I feel a new topic coming on....

I agree. If die hard Lexus fans are becoming unhappy there is a problem.

I am now really looking forward to March, and I fear for the owners of old IS cars who may get the sharp end of the brunted stick, 'cos all the owners of new cars that they can't seemingly handle...

[quote name='Jamboo' post='328953' date='Feb 9 2006, 03:09 PM']I feel a new topic coming on....

I agree. If die hard Lexus fans are becoming unhappy there is a problem.

I am now really looking forward to March, and I fear for the owners of old IS cars who may get the sharp end of the brunted stick, 'cos all the owners of new cars that they can't seemingly handle...[/quote]

Jamboo,

Well done mate for venting you feelings and taking positive action re the totally unacceptable service you have received from Lexus Leicester.

Lexus fans are a passionate group, and no doubt an honest lot. When a problem or issue arises it is genuine, because for 16 years Lexus they have built up a reputation that fans have been proud off, and when this reputation is in danger of freefalling from the pedestal it occupies. The customer notices and voices his opinion.

I think some complacency in the dealers have set in, and your new post you have started today is an excellent step forward in making sure Lexus know how their fans feel. Better go and add my pennies worth to!

Yes you are right about receiving the sharp end of the proverbial stick with the quality issues that Lexus are finding difficulty to come to terms with and sort out. I have a feeling the fans voice will start to make a difference. Certainly my dealer (Croydon) seem to be better prepared than others, and certainly very friendly, knowledgeable and helpful.

Really hope they stick to the delivery date they have indicated, you have suffered along with others, and this should not happen.

Eunos, Caspian sky is quite stunning and I think you will be smitten when you see it. Good luck.

Good luck to you all.

[quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Jamboo, I too dealt with Lexus Leicester when ordering my new IS and I felt that there service had slipped since my last purchase. I have the car now and am very happy but then yesterday I received a letter from Lexus Financial Services that I owe them money because there is still an outstanding balance. Even though I traded the car in December! When I ordered the car in November I said I didn't want to have to make an other payment and Leicester agreed, told me to cancel my DD. I've since been told by Lexus FS that Leicester had no right to tell me to do that.

I too spoke too Richard the dealer principle, he does like to waffle...new IS is great, exceeding all forcasts blah blah... He did say that he would get Jon Browne to ring me the next day to sort it out because he was not in today. I'll keep you posted.

[quote name='saracen' post='329146' date='Feb 9 2006, 11:33 PM'][quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']
So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Jamboo, I too dealt with Lexus Leicester when ordering my new IS and I felt that there service had slipped since my last purchase. I have the car now and am very happy but then yesterday I received a letter from Lexus Financial Services that I owe them money because there is still an outstanding balance. Even though I traded the car in December! When I ordered the car in November I said I didn't want to have to make an other payment and Leicester agreed, told me to cancel my DD. I've since been told by Lexus FS that Leicester had no right to tell me to do that.

I too spoke too Richard the dealer principle, he does like to waffle...new IS is great, exceeding all forcasts blah blah... He did say that he would get Jon Browne to ring me the next day to sort it out because he was not in today. I'll keep you posted.
[/quote]
Cheers Saracen - we'll need to meet up for a drink sometime...a stiff Coca Cola!

Well my Bank manager came to see me yesterday, and he cancelled my DD there and then 'cos I told him to (but only 'cos Richard told ME to...)! My payment was being taken today by First National for my old car (which I gave them 14th January and they hadn't settled still...). Richard did state that he was personally sending a recorded Del cheque yesterday and that FNMF would "note" the records...

Good news is that I got my £6g back yesterday!

I better prepare for the hassle this will no doubt cause...such is my confidence at the mo!

Why isn't anything b****y simple these days?

[quote name='Jamboo' post='329177' date='Feb 10 2006, 09:08 AM'][quote name='saracen' post='329146' date='Feb 9 2006, 11:33 PM']
[quote name='Jamboo' post='328885' date='Feb 9 2006, 11:39 AM']
So, another call back - man in a van on his way with a cheque. They have also asked me to cancel my DD (gulp ) as they are sending a CIP recorded delivery to my finance company...

Slightly better news is that ordering systems states my car arrives early March, no guarantees, but 9th March to the dealer....so I could be driving a Lexus 4 weeks plus 2 days from now....

Still unacceptable as whilst the intentions were there, the delivery was not executed (they still had the cheques there), and I'm still not totally happy and all that jazz, but [/quote]

Jamboo, I too dealt with Lexus Leicester when ordering my new IS and I felt that there service had slipped since my last purchase. I have the car now and am very happy but then yesterday I received a letter from Lexus Financial Services that I owe them money because there is still an outstanding balance. Even though I traded the car in December! When I ordered the car in November I said I didn't want to have to make an other payment and Leicester agreed, told me to cancel my DD. I've since been told by Lexus FS that Leicester had no right to tell me to do that.

I too spoke too Richard the dealer principle, he does like to waffle...new IS is great, exceeding all forcasts blah blah... He did say that he would get Jon Browne to ring me the next day to sort it out because he was not in today. I'll keep you posted.
[/quote]
Cheers Saracen - we'll need to meet up for a drink sometime...a stiff Coca Cola!

Well my Bank manager came to see me yesterday, and he cancelled my DD there and then 'cos I told him to (but only 'cos Richard told ME to...)! My payment was being taken today by First National for my old car (which I gave them 14th January and they hadn't settled still...). Richard did state that he was personally sending a recorded Del cheque yesterday and that FNMF would "note" the records...

Good news is that I got my £6g back yesterday!

I better prepare for the hassle this will no doubt cause...such is my confidence at the mo!

Why isn't anything b****y simple these days?
[/quote]

[i]"Why isn't anything b****y simple these days?"[/i] Amen to that

Well,

in the post today I finally get the Log book for my old Audi, Chersihed retention should have been completed days ago, so where's my Tax disc? It was agreed I would get that so that I can claim it back. It's a small thing, but I find I'm the one having to chase again...

I've already lost a further £10er 'cos they kept giving me the wrong form...and we went from Jan to Feb....

Left a message....ZZzzzz

PS Tim - did you go for the Caspain?

[quote name='Jamboo' post='330377' date='Feb 14 2006, 04:11 PM']Well,

in the post today I finally get the Log book for my old Audi, Chersihed retention should have been completed days ago, so where's my Tax disc? It was agreed I would get that so that I can claim it back. It's a small thing, but I find I'm the one having to chase again...

I've already lost a further £10er 'cos they kept giving me the wrong form...and we went from Jan to Feb....

Left a message....ZZzzzz

PS Tim - did you go for the Caspain?[/quote]
Hi matey....no! We got to see an actual IS250 in caspian sky...and I agree...it is a nice colour :-)
However, she who must be etc, has fallen big style for St Lucia Pearl, and we have confirmed our order for this variant ( with sussex grey interior) today.
My Dealer says it will probably be JULY !! before delivery
As I have now got resigned to waiting anyway, a month or two more doesnt stress me too much and I reckon pearl will be quite rare, PLUS with an anticipated build of May /June a few more gremlins may have hopefully been sorted on the line rather than as after sales issues.
Know what you mean about having to do the chasing though.....seems that's the norm theses days - obviously most people in the service Industries either go AWOL when the training courses come around / fall asleep in them / or are just so complacent and resigned to "It'll do mentality" hemselves, they just don't give a s**t. Still on for March for you then??
Feel I know some of you guys like buddies by now...perhaps we should arrange a get together in the summer or whatever??

[quote name='Eunos800' post='330418' date='Feb 14 2006, 06:18 PM'][quote name='Jamboo' post='330377' date='Feb 14 2006, 04:11 PM']
Well,

in the post today I finally get the Log book for my old Audi, Chersihed retention should have been completed days ago, so where's my Tax disc? It was agreed I would get that so that I can claim it back. It's a small thing, but I find I'm the one having to chase again...

I've already lost a further £10er 'cos they kept giving me the wrong form...and we went from Jan to Feb....

Left a message....ZZzzzz

PS Tim - did you go for the Caspain?[/quote]
Hi matey....no! We got to see an actual IS250 in caspian sky...and I agree...it is a nice colour :-)
However, she who must be etc, has fallen big style for St Lucia Pearl, and we have confirmed our order for this variant ( with sussex grey interior) today.
My Dealer says it will probably be JULY !! before delivery
As I have now got resigned to waiting anyway, a month or two more doesnt stress me too much and I reckon pearl will be quite rare, PLUS with an anticipated build of May /June a few more gremlins may have hopefully been sorted on the line rather than as after sales issues.
Know what you mean about having to do the chasing though.....seems that's the norm theses days - obviously most people in the service Industries either go AWOL when the training courses come around / fall asleep in them / or are just so complacent and resigned to "It'll do mentality" hemselves, they just don't give a s**t. Still on for March for you then??
Feel I know some of you guys like buddies by now...perhaps we should arrange a get together in the summer or whatever??
[/quote]
March for me still yup// No one called back! I'm away for 2 days now...!

I do like the St lucia, in all pics it looks the biz. Good choice.

Maybe we should get together somewhere in the Summer...

Those of you that are bored of this thread, switch to another channel...



Well, I am now waiting for my Audi's Tax disc, so that I can claim the RFL back (till end Sep 06). Bearing in mind they bought the car off me on 14th Jan! Through the dealers incompetence, I have lost a £10er or so thus far (not a lot but it's the principal) with all of the delays, wrong forms etc. I was promised it was in the post to me yesterday recorded, but I've still got nothing.

As per the other thread, I spoke to the Salesman again yesterday, and he obviously does not know when my car is being delivered, in spite of the dealer principal telling me it's due on 9thish and with me getting it 13th March. The words "..hopefully but can't be guaranteed.....with a bit of luck..." don't add confidence at all.

Whats worse, it that the salesman seems to think it's still 23rd of March, which means I get it at end of March...or are they trying to register it in April for April targets?? I just wish they would do something which would make me believe the customer satisfaction indices.

I just can't believe they still can't guarantee it. The lack of comm's is just astounding from within the dealership, right through to the factory! I dunno how long it's in a boat for, but it must be being finished right now...?

Lexus Leicester - I know you're watching, you know who and where I am. In the meantime I'm relaxed about it (inspite of sounding as if I care), because it's like talking to a brick wall, and no different to the opposition in Leicester. My expectations are very low, so it's over to you.

These problems are small, hence me being relaxed, but how on earth do I organise my finance etc if you keep contradicting your dates? That's what I told the salesman yesterday...and oh yes he said he would email me with the delivery date...still waiting...

[quote name='Jamboo' post='330910' date='Feb 17 2006, 02:46 PM']Those of you that are bored of this thread, switch to another channel...



Well, I am now waiting for my Audi's Tax disc, so that I can claim the RFL back (till end Sep 06). Bearing in mind they bought the car off me on 14th Jan! Through the dealers incompetence, I have lost a £10er or so thus far (not a lot but it's the principal) with all of the delays, wrong forms etc. I was promised it was in the post to me yesterday recorded, but I've still got nothing.

As per the other thread, I spoke to the Salesman again yesterday, and he obviously does not know when my car is being delivered, in spite of the dealer principal telling me it's due on 9thish and with me getting it 13th March. The words "..hopefully but can't be guaranteed.....with a bit of luck..." don't add confidence at all.

Whats worse, it that the salesman seems to think it's still 23rd of March, which means I get it at end of March...or are they trying to register it in April for April targets?? I just wish they would do something which would make me believe the customer satisfaction indices.

I just can't believe they still can't guarantee it. The lack of comm's is just astounding from within the dealership, right through to the factory! I dunno how long it's in a boat for, but it must be being finished right now...?

Lexus Leicester - I know you're watching, you know who and where I am. In the meantime I'm relaxed about it (inspite of sounding as if I care), because it's like talking to a brick wall, and no different to the opposition in Leicester. My expectations are very low, so it's over to you.

These problems are small, hence me being relaxed, but how on earth do I organise my finance etc if you keep contradicting your dates? That's what I told the salesman yesterday...and oh yes he said he would email me with the delivery date...still waiting...
[/quote]

Hi Jamboo
You are right to be "relaxed about it" - I have spent most of my life being enthusiastic and aggresively competitive, and have come to the conclusion that now having taken early retirement, it just aint worth it I am learning to chill out, and realize that other people will generally never understand my sense of care, commitment, and sense of urgency. If they can't relate to it, they sure as hell aint gonna match it , so I will continue to be disappointed and frustrated and angry.....and be heading for my second serious stress problem. I now believe the old adage of "if you cant' beat 'em join 'em"

Cheers mate!!

The thing that has always gauled me is that when you see the car, work out the deal, and are just about to sign, they promise you everything is easy, and that Lexus Customer care and Dealer service is second to none. They tell you how things will happen, how long it will take etc. So they can talk the talk at my local dealers...

But they won't walk the walk...that's what gauls me. They just can't seem to deliver though they make the noises and know what should be done. It's an industry wide problem.

In my line of work, suppliers often have powerpoint slides showing the theory and concept. It all looks easy...but they then struggle to deliver. I call it "vapourware" as opposed to software or hardware - 'cos it only exists in their minds...!!

BTW, Tax disc arrives this morning...a day later than expected...

So it took:

4 weeks of chasing to get the money for my old car (I was told 10 days tops)
5 weeks for cherished transfer (I was tyold 10 days tops)
5 weeks for tax disc so I can claim it back as agreed (I was told 10 days...)
...and 5 weeks down the road, I am still not sure exactly when in March the car comes...so I'm playing it safe, taking the loan early and will only leave Insurance till last minute...bearing in mind the hassle that Scott went through...

How many new IS's have you guys seen on the roads?

I've seen 15 New IS's now, 8 on the roads driven, and 7 in one go on a delivery wagon on Wednesday on the A34 near Oxford!! Dunno if they count though...

[quote name='Jamboo' post='331227' date='Feb 18 2006, 02:25 PM']Cheers mate!!

The thing that has always gauled me is that when you see the car, work out the deal, and are just about to sign, they promise you everything is easy, and that Lexus Customer care and Dealer service is second to none. They tell you how things will happen, how long it will take etc. So they can talk the talk at my local dealers...

But they won't walk the walk...that's what gauls me. They just can't seem to deliver though they make the noises and know what should be done. It's an industry wide problem.

In my line of work, suppliers often have powerpoint slides showing the theory and concept. It all looks easy...but they then struggle to deliver. I call it "vapourware" as opposed to software or hardware - 'cos it only exists in their minds...!!

BTW, Tax disc arrives this morning...a day later than expected...

So it took:

4 weeks of chasing to get the money for my old car (I was told 10 days tops)
5 weeks for cherished transfer (I was tyold 10 days tops)
5 weeks for tax disc so I can claim it back as agreed (I was told 10 days...)
...and 5 weeks down the road, I am still not sure exactly when in March the car comes...so I'm playing it safe, taking the loan early and will only leave Insurance till last minute...bearing in mind the hassle that Scott went through...

How many new IS's have you guys seen on the roads?

I've seen 15 New IS's now, 8 on the roads driven, and 7 in one go on a delivery wagon on Wednesday on the A34 near Oxford!! Dunno if they count though... [/quote]

I ve seen only 2 cars on the road around here...mind you of course as everyone knows we have only just had electricity

I have not seen a single IS250 other than at the Dealership. I travel from Suffolk to Portsmouth and back every week and would have expected one to have appeared by now.

However, I've lost count of how many 3 series B*Ws I've seen - deep joy!!

I was at Lexus Manchester last week, and they had 10 car's just come in, all sold 1/2 of them is220d and not 1 with sunroof

I've seen 2 in total, 1 of which i saw today.
I saw one cruising on the motorway and it looked damn nice !!!!

I like many others placed my order for the IS250, i was told by the salesperson that she would phone that week to confirm a delivery date. It has now been 2 weeks and no call. I have e-mailed her regarding this, although she did say that any new IS with MM will be 12 weeks wait.

Not seen any in the flesh still which has baffled me.

I saw FOURTY SEVEN yesterday on AutoTrader from £21,450 to £31.850, think the dealers are getting rid of the early demonstrators / courtesy cars ( with porblems ? ) and taking the customer stock for March delivery

hey sell them after 3 months...must be something to do with TAX/VAT!? Anyone know?

Just spoke to my dealer and looks like my delivery has slipped again (ordered 220d SE MM in jan) and car now has build date in april and delivery in june. From what he said its all down to MM Option. - apparantly they can only manufacture 10 cars a week with MM (can't believe this). Fortunatly its a company car so I just keep my merc a bit longer.

I saw an IS250 this morning on my way to work in Westminster. The really weird thing was it had an 05 plate!?! I kept staring at it to make sure, it was definitely 05 and not a personalised one.

Jamboo

Having read your tale of woe I can see why you are losing confidence in Lexus. If it's any comfort, (and it's probably not!) I think the issues are more to do with your dealership, as my own experience is the exact opposite.

I bought my IS250 from Lexus Edinburgh in December. They are without doubt the most professional and customer oriented dealership I have ever come across in 20 years of buying cars. They have a good reputation and I ordered from them in preference to a more local dealer after being less than impressed with the attitude of the local dealership.

From the word go I was kept informed of the progress of my order. When the indicative delivery date was confirmed they called me and called again to confirm arrival of the car and that it had passed the initial PDI and was considered "fit for delivery to the customer".

Taking delivery of the car was an experience in itself. The "presentation room" is a simple but great idea. The salesman, Michael, spent almost 2 hours handing the car over, including a test drive to demonstrate the Sat Nav and parking system. He even connected my phone and transferred my phonebook to the car's system and set up the sat nav. to navigate me home from Edinburgh to Glasgow!

This is my first Lexus and a superb car reinforced by excellent customer service has assured that my next one will be Lexus too.

I hope everything gets sorted out for you soon.

Velcrow, i'm guessing Glasgow was your local dealership??
I have just ordered from them and although i cant say may experience has been as bad as Jamboo's, it still wasn't the best.
They never seem to get in touch when they said they would and if i e-mailed or phoned them they would take forever to return a call!!!
In addition, i was supposed to be called to confirm a delivery date 2 weeks ago, and as of yet have received nothing from them, even when i have e-mailed them regarding this last week !!!