Lexus Uk

[Scarlet Pimpernell]

Hi Jamboo...you have persuaded me to post again :D

As I say, the car is lovely....and growing on me daily. Yes I have creamed her with soft maguirs gold, and while we are on the subject, indeed the wife does a fine massage :winky:

As seems obvious from latest posts on this thread, "service" varies both from dealer to dealer , and of course, in the mind of the customer.

Having 30 years experience in a customer service driven Industry, with a turnover of billions, and millions of customers a day, I can only recall and compare the action / re-action that I or my senior management have invoked during situations of customer complaints, to that of the complacent attitude experienced from Lexus. Despite the fact that the highest retail price point of any single item of stock from our stores was approximately £6, and the average was £1.56, complaints that found their way as far as head office, addressed to operations manager, or MD etc were treated with the utmost concern, and often involved lengthy and thorough investigation into line management's involvment.

In some cases, area management made personal visits to customer's homes, often during unsociable hours, with bouqets of flowers and the like - our mission statement - although containing some inevitable corporate bull****, was clear and genuine when referring to the customer being King. NOTHING was more important than earning AND retaining customer loyalty.

I am not a professional complainer, just someone who expects the same sort of treatment that I was trained to deliver in a people business. To wait 3 weeks for a pathetic, robotic style letter from lexus GB in response to some genuine and important matters of concern is NOT ACCEPTABLE. Unreturned phone messages, lying and general evasion of the issue by corporate staff, compounds the experience, and Lexus had better wake up after its glittering corporate parties, and realise that it makes mistakes and ultimately these will cost it dearly...... A La Mercedes Benz.

I'm fully with you - 20 years of Customer Service experinec with companies having £billions of turnover, and I would be shocked if one of my customers got this treatment. And our average customers pay us approx £30 a month...and there are millions of 'em!!