Everyone:
I just wanted everyone to know that Lexus does listen.
I had a beef with Lexus over a statement made on the following web page:
http://www.lexus.com/cpo/benefits/stellar_coverage.html
Previously, the reference to a loaner car said "Complimentary, of course,
for any warrantable repair". Well, I had a terrible rattle in the dash of
my 2005 ES330 and when I made arrangements for a service appointment and
asked for a loaner car, (I live over an hour away from the nearest Lexus
dealer) my request was denied. What I found out was that the free loaner
car is only available if the dealer determines that the time required to fix
the problem will exceed 8 hour time. Although the dealer informed be that
it would not take 8 hours to fix my car they could not provide me with a
precise timeframe until they got into the repair. The dealer did offer to
call Enterprise Car Rental on my behalf and arrange for a rental but I opted
to wait for my car and catch up on some reading instead of having to incur
the rental car fee. After sitting in the Customer Lounge for 7 hours,
however, I wish I had opted for the rental instead but that was a choice I
made and wasn’t the dealer’s fault.
After settling down a bit (I was pretty steamed) I wrote a letter to the
President of Lexus Motors USA outlining where I felt their web site was
misleading and suggested that they needed to modify the wording on their web
page. Quite honestly, I didn’t really expect to hear back from anyone but
to my surprise I receive a phone call from someone in the executive office
of Lexus who acknowledge my letter, told me that management had reviewed my
complaint and agreed with me that their web site was, in fact, misleading.
The representative that called also infomed me that this was an unfortunate
situation when good marketing comcepts runs into reality. The rep went on
to say that I could be assured that their web developers were busy modifying
the web page as we were speaking and that bcause of my inconvience, they
were going to comp me for my 10,000 major scheduled servicing of my car.
Although I was satisfied just over the fact that a major corporation was
listening to a customer, I did appreciate them comping me on my next
regularly scheduled major maintenance.
Today, two days after the call, I checked and sure enough the statement on
the web site now says "complimentary, of course, for any warrantable repair
exceeding 8 hours". Evidently, Lexus does listen to their customers.
P.S. They did get the rattle out too!