Lexus Edinburgh Warning.

[KSP]

If anyone is about to get work done at Lexus Edinburgh regarding bodywork repairs please pm me. My car is going back for the fourth time next week due to a catalogue of botch-up's.

Already been to Lexus GB and to management at Edinburgh, cost me at least 350 miles on the clock and the petrol to go with it. The work was carried out under warranty.

Won't go into details here, but please ensure you FULLY inspect your car when you get it back!!!

Cheers.

[ColinBarber]

Do they do their own bodyshop work? The dealers I know don't do it themselves, just use a third party.

[rhaines]

Hope a dealer review is going to be posted when the work is completed to a satisfactory standard, sounds like an interesting read...

I hope all gets fixed up soon, good luck !

[KSP]

Colin

Apparantly Lexus Edinburgh are part of the Eastern Western group who have their own bodyshop.

I don't think it should really matter who does the work, as long as it comes up to the much publicised "Lexus Standard" first time!

Feeling a bit let down :( by Lexus.

[LexusEdinburgh]

I am very sorry you had that experience, I am sure we have spoken and the car is now to the standard it should have been the first time.

I would like to tell you and the forum that my group are just about to complete our new bodyshop, which is packed full of the very latest equipment, which I am sure will put an end to this sort of result.

This represents a huge investment for the Eastern Western Group and I for one am looking forward to the results

Kind regards

Ian

[TonyGoose]

I would like to tell you and the forum that my group are just about to complete our new bodyshop, which is packed full of the very latest equipment, which I am sure will put an end to this sort of result.

Well i'm sure that's very good news.... But....

All the latest equipment in the world won't help if talentless clowns are using it

Hmmm, is there a recently topical war type analogy that fits here :D

[Scorpion]

Why has it taken you 4 attempts to get it right........not good.

[mudzs]

Well i'm sure that's very good news.... But....

All the latest equipment in the world won't help if talentless clowns are using it

Classic :D i could not have put it better myself .

[Steve ( West Mids )]

I always thought a dealer would expect a bodyshop / paint repair and make sure it is up to spec. Four times just means it's the people and not the equipment. I had similar problems with my local Lexus dealer ( four times ) ...... including overspray left on the car which you could feel.

[Matthew_McNally]

Kind regards

Ian

Ian

welcome to the club - always nice to have dealer representatives on board ;)

[LexusEdinburgh]

Thank you Matthew

I would like to make it clear that I strive to make sure that my customers are as satisfied as possible. There is no sound business reason for doing anything else! At my dealership I have introduced things not normally seen in the motor trade. For instance, all of my customers are invited to have their cars washed, every Saturday, free of charge. I provide the coffee and sticky buns when they are here!

There are occasions when we let people down but this is not because we want to. If that happens I do my best to rectify the situation. I have been involved with a few ‘quality’ franchises and can testify that the Lexus network takes customer satisfaction more seriously than any of them. That’s the dealers, not just the manufacturers. I have been reading this forum for a year now and just felt I should be involved, I hope you don’t mind?

Back on subject though – I am not condoning bad workmanship but our ‘clowns’ are doing their best with what is very old equipment, however, when you invest 7 figures in plant, you do attract a better standard of operative and that combined with the new equipment means that I fully expect us to have the best facility in the UK when it opens early in 2004. I am sure the bodyshop manager would be delighted to show any of you round if you are in the area.

Kind regards

Ian

[javadude]

Sounds impressive Ian.

[Rodders_UK]

Sounds great Ian - I'm sure our members will be very happy with it

[Scorpion]

Its nice to see a dealership striving to recognise and resolve a problem area,keep

giving us updates as to when its fully operational and maybe take a few pics to post

on site.

[Kevint]

Great to see a dealer participating in this forum, acknowledging that things can go wrong and saying what they are doing to correct it. It would have been so easy to keep quiet - well done Ian.

Kevin

[JohnRX400h]

I have been reading this forum for a year now and just felt I should be involved, I hope you don’t mind?

This sums up Edinburgh Lexus for me. Let's face it folks mistakes happen. It is what is done with the mistake which dictates the ultimate customer service.

I have had dealings with both Ian and Simon Lane (sales) and found them to be totally comitted to Customer Service. The dealership is constantly providing 'add ons' to the service which I think is great.

Take the Saturday wash club - every Saturday Edinburgh Lexus will wash my car for free whilst I have fresh coffee and buns! Do I use it every Saturday - no, could I - yes.

Another example - Winter Health Check - yesterday I want in for a free checkup. Nothing to report but much piece of mind.

Great service which will turn into sales - all we talked about yesterday was future Lexus purchases!!!

Two examples of what is not required but much appreciated. The RX is really my wifes main car and I Drive a Audi TT - if you check out the TT forum you will see what Audi can do with Customer Service :yack:

Just the fact that Ian has come onto the forum speaks volumes - Well done that man! :winky:

[Steve ( West Mids )]

Ian welcome to the club, it's only fair that dealers ( in general ) are given the opportunity to speak back.

I am sure along with other "insiders" you can make a useful contribution to this site.

Maybe we need a saturday morning meet in Edinburgh :)

[Jimmy Ten Toes]

I like the idea of the Saturday wash club! I think that should be introduced at a few more dealers.....like Lexus Hatfield for example........

[Matthew_McNally]

I like the idea of the Saturday wash club! I think that should be introduced at a few more dealers.....like Lexus Hatfield for example........

Lexus Chester do it.