Nickft

I recognise that the delivery is out of the dealerships hands. My issue is that given the current circumstances Lexus (either Japan or UK or both) need to have a joined up strategy that keeps customers informed rather than leaving it to a random discovery event. Everyone knows the current situation with manufacture and delivery of new vehicles is extended but customers who are not communicated with will lose confidence in the supplier.

I don’t disagree with most of what you say however my point is still lack of communication and no strategy for managing customer expectations from Lexus UK or Japan. If the situation is as volatile as you suggest then the need for a strategy is even more important. I have dealt with Lexus for over 10 years (I’m on my third RX and a NX on order and my daughter has bought 2 RX’s in the same period). We have always had good customer service however that seems to have changed. I can’t believe that’s down to busy salesmen. This isn’t a dealership issue it’s a Lexus UK/Japan issue.

I recognise that I’ve got to see it through, my point was about the lack of communication and unrealistic delivery dates being stated by the dealerships. I was genuinely encouraged to sell my existing RX450h to the dealership on the basis of improving delivery schedules from the manufacturer. Fortunately I have another car I can use so not a major problem for me. If the supply problems ex Lexus Japan are that bad then they should be communicating this to Lexus UK who in turn should give guidance to the dealerships on realistic lead times which in turn should be communicated to the customer. Your point about creating a lot of extra work for the dealership is an issue that Lexus UK should confront. The last thing a customer wants to hear is ‘don’t chase your order as we’re busy’. Anyway if new cars are so slow coming through and the secondhand market has limited availability, then I suggest sales staff at dealerships are not exactly rushed off their feet! im still waiting for an acknowledgment to an email to my sales contact making a simple request. That was over a week ago…do I ring the dealership? Do I send another email? Oh…I forgot they’re terribly busy selling non existent new cars!! (Please excuse my sarcasm). When there are supply chain issues it is even more important to maintain communication with your customers even if it’s just ‘no change’. This ensures customer confidence for the future. Lexus has always put customer service as their principle asset. Given the current situation I would suggest Lexus Japan/UK need to have a strategy for managing customer expectations.

I’ve ordered a 450h F Sport. My Lexus Link says the order is being processed. Build has not started

Having been a Lexus customer for 10 years+ ( 2 450h’s both excellent cars), I ordered a NX450h F Sport mid February 2022 with an ETA of June 2022. I was strongly encouraged to sell my current 450h by the dealership and as I had another car I could use, I agreed. I was advised that although delivery of new cars was extended things were improving and a June delivery was probable. I had no communication from the dealership so in mid April I contacted the salesperson who confirmed that the ETA was still June although he initially said my car was on track as per the order for September but then corrected himself. He subsequently confirmed the June delivery date by email. Last week I emailed the salesperson and had noresponse. I then had a call from the dealership and was told the salesperson I was dealing with had moved toanother branch and I was allocated another contact. Hethen proceeded to tell me my delivery was pushed backto September. He said he had no knowledge of my email enquiries. My concern is more about the communication process from the dealership rather than the delivery delays. I feel that I have been given over optimistic delivery dates toencourage me to place my order. The dealership I am buying the car from has recently been taken over by one of the largest car dealership groups in the UK and there is all new management at the showroom. Customer service was excellent prior to the takeover but I feel it’s all about hitting the targets now. I am considering contacting Lexus UK but is it going tomake any difference?

Having been a Lexus customer for 10 years+ ( 2 450h’s both excellent cars), I ordered a NX450h F Sport mid February 2022 with an ETA of June 2022. I was strongly encouraged to sell my current 450h by the dealership and as I had another car I could use, I agreed. I was advised that although delivery of new cars was extended things were improving and a June delivery was probable. I had no communication from the dealership so in mid April I contacted the salesperson who confirmed that the ETA was still June although he initially said my car was on track as per the order for September but then corrected himself. He subsequently confirmed the June delivery date by email. Last week I emailed the salesperson and had no response. I then had a call from the dealership and was told the salesperson I was dealing with had moved to another branch and I was allocated another contact. He then proceeded to tell me my delivery was pushed back to September. He said he had no knowledge of my email enquiries. My concern is more about the communication process from the dealership rather than the delivery delays. I feel that I have been given over optimistic delivery dates to encourage me to place my order. The dealership I am buying the car from has recently been taken over by one of the largest car dealership groups in the UK and there is all new management at the showroom. Customer service was excellent prior to the takeover but I feel it’s all about hitting the targets now. I am considering contacting Lexus UK but is it going to make any difference?