OK, this is the conclusion for you.
Today I had the call from Lexus & it was much as has been discussed.
Lexus acknowledge that my year is not what they would consider ideal. They blame the dealers concerned for everything, accept no responsibility, moral or otherwise, they happily accepted a couple of useful proposals as to how they could improve matters & have offered to ask the new local dealer principal to contact me to try & build bridges.
As this comes from the highest level in Lexus I must say it's left me thinking Lexus really don't give a damn about their end users at all.
It one thing to agree that matters aren't right, it quite another to wash your hands of those (agreed as wrong) issues, even if there is future business stake & blame the middle man for everything.
LEXUS ARE YOU LISTENING? NO? I DIDN'T THINK SO.
Bottom line, there will not be another Lexcus, or Toyota at this home - ever.
Lexus needs to appreciate that listening to a customer's concnerns "so I can understand" isn't going to cut it alone - we can all listen & make the right noises. But in the end it takes more than that if you're going to invest around £70,000 of hard earned in a company's products.
As it is, well if I'm asked about my car my the curious in the car park (Hybrids tend to do that) I'll have to be honest......
"Nice car, crap dealer service & couldn't care less attitude by the manufacturer - buy one at your own risk"
Oh & by the way, the distinct impression I had was that we minions don't count in the Lexus Master Plan, they are more interested in their ongoing trails with dealers to improve sales, set standards (what standards, what b*****ks!) & so on - the individual customer doesn't come into it......
And..... (rant nearly over) the director I spoke knew precisely what my business intersts were - & basically overlooked it - BIG MISTAKE - on Monday I have to sit down with one of the companies of which I am a investor/partner.
The agenda includes replacing the company cars they run, currently Jaguar X-Types & S-Types. The local dealer has closed, a family business that couldn't make it through the current economic climate - they are seriously considering Lexus IS & GS models - not while I'm an investor they won't. There's a good Merc agent locally & another Jag agent 10 miles away - that nice little earner will go there in April, sorry Lexus you've got a loose cannon out here now - all for want of some acceptance of corporate responsibilty.
What a dud lot.
Sorry again to hear of the intorelable service.
I purchased a car two weeks ago from lexus coventry and the car was not up to the standards i expect from lexus in terms of bodywork.
I travelled from glasgow to buy the car and only noticed the imperfections when i was home and washed the car.
I called and spoke to the sales manager who contacted the dp and i received a call to arrange transport of my car to one of the companies bodyshops,including a courtesey car, new alloy wheels and the car returned perfect with no fuss.
That is what i call lexus service.
I would also like to say,i have purchased several cars from lexus edinburgh also and any/all issues with the car even out of warranty were dealt with
perfectly.
I have had about 34 cars since i bought my first new car in 1995. 5 lexuses,2 mercs,3 bmws and numerous other marques and i always go back to lexus because nothing matches them.
I would return to the dealers willing to go over and above there normal duties and i would suggest sticking to lexus but go to a recommended dealer by someone on this forum.
If you are going to buy a lot of fleet cars negotiate a paid service plan for the 3 years.