Lexus Corporate Got it Right
11-16-11, 06:59 AM
#1
Lexus Corporate Got it Right
With all the stories of poor service directed at Lexus corporate and certain dealerships, I want to share a positive outcome with Lexus. I purchased my 2007 ES350 new in November of 2006. I've always had it serviced at the dealership. My vehicle has been out of the factory warranty for about a year.
The driver's seat leather on my car is in bad shape. I have always taken care to clean and condition the leather 4 times per year with high quality products (Leatherique). Nevertheless, the seat bottom leather coating is peeling off and a large section of the dye has worn off. I took it into my dealer last weekend. They told me to contact Corporate since the car is out of warranty. Even though my car is no longer warranted, Lexus corporate agreed to replace the leather seat bottom of my car as a goodwill gesture. The cost for all of this would have been over $1,000.00. This is great service, and I wanted to give praise where praise is due.
The driver's seat leather on my car is in bad shape. I have always taken care to clean and condition the leather 4 times per year with high quality products (Leatherique). Nevertheless, the seat bottom leather coating is peeling off and a large section of the dye has worn off. I took it into my dealer last weekend. They told me to contact Corporate since the car is out of warranty. Even though my car is no longer warranted, Lexus corporate agreed to replace the leather seat bottom of my car as a goodwill gesture. The cost for all of this would have been over $1,000.00. This is great service, and I wanted to give praise where praise is due.
11-16-11, 09:23 AM
#3
Nice gesture for sure!
When my '94 was running out of warranty and I wanted the sunroof replaced under a TSIB. I called the dealer to set the appointment and said I was close on miles but could not get in sooner. I was 50 miles over when I came in and was offered a 50% me/50% dealer deal to replace. A call to the Lexus rep. from a friend down the hall at Toyota got it handled.
Everything is interputed by humans and sometimes it takes a few extra calls to get the desired outcome. You got a great result.
When my '94 was running out of warranty and I wanted the sunroof replaced under a TSIB. I called the dealer to set the appointment and said I was close on miles but could not get in sooner. I was 50 miles over when I came in and was offered a 50% me/50% dealer deal to replace. A call to the Lexus rep. from a friend down the hall at Toyota got it handled.
Everything is interputed by humans and sometimes it takes a few extra calls to get the desired outcome. You got a great result.
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