IS350jet

Give them a bad survey. It would hurt him and his dealership more than you could possibly imagine.

Technique

x1000 on the bad survey...

CoasterG

iTrader: (1)

You know what if they are SO committed to making things right for you then the dealer and the regional Lexus rep can do a nationwide search, find a car that fits your specs and have it transferred ASAP. They should also cut you the deal of the century on it and toss in tint and other dealer options that you would want.

Seems like some fraudulent representations were made to you and if the Lexus regional rep is really involved they know it.

Bichon

Unfortunately, you'll only be able to ding them with a bad survey if you actually purchase the car at the offending dealership. If it were me, I think I'd have a tough time doing that...

BucBaby

The Lexus salesperson is supposed to give you a superb buying experience. Now that is different for everyone. When my parents go there, they believe everything and think it's wonderful that they have delicious free coffee there. I, on the other hand, wanted to be treated like an intelligent person who does their research. So my parents walk away with a bad deal and are happy because they got coffee and people were nice to them and I walk away with a good deal and wonder if they're just making me think it was a good deal.

You need to have high expectations of them. You need to make them work to make you happy. Set high goals. Start turning things around and tell them what they need to do to make your buying experience changed for the good.

Good luck...and you can have some coffee too if you want.

Shoyuu

I will listen to their proposal today and act accordingly. I must say this has tainted my view point of Lexus customer service.

I'm also a bit shocked that he has 3 awards sitting on his desk from 2004 till now. I brought a thick binder of all the car reviews, quotes from different dealers and paperwork that I've collected in 5 months time and he was surprised that I actually didn't take his word on certain items.

When he first corrected my order from AT to MT, I have an email of him saying that the difference in price isn't much and it should be around $100. How insane is that?

That's the reason I started that binder so I can get everything down clear in writing so I wouldn't be in this situation, but I guess that didn't matter. 4 months of waiting all for nothing...

I really like their new dealership and if things don't work out, then they'll be the first ones I contact. I hope that since they're in close proximity to the NUMMI plant that they treat Toyota family members right.

It might sound silly, but I'm a believer of karma. If the dealership can make things right, although I don't know how they're going to give me back my 4 months of waiting, then I won't trash them on the survey. I'll list everything that's happened, but I let them know how frustrating they made my car buying experience.

I really don't think the Regional Manager can do anything to expedite my order. And the salesperson was right, the MT with the color combo and Nav is really rare. I didn't want all the extras that they were offering like Preferred package and the 18s.

If the option to special order an 08 for the price of an 07 and be one of the first one off the boat then I'll take that offer.

You know, I would have been content if he apologized and did whatever he could to help me out. The fact that he brought up the Survey and how important it was for him not to receive a bad one, really ticked me off. How can a salesperson be thinking of the customer when he brings that up in the middle of apologizing?

I'll wait and see what the result of today's meeting is. I've already contacted corporate so they will do some investigating on their end.

Wow, I had no idea we had so many dealers instate. I have a few in mind already where I've had good experiences with in regards to email inquiries, so I'll contact them if I cross that bridge.

I guess it was my mistake to think that they would treat Toyota family members the same at all dealers in regards to customer service.

I was really disappointed when I heard the news and I showed him my frustration when he told me that there were no other cars that matched what I wanted down at the Port. If I do continue to do business with him, I will get it in writing that he told me I would get an 08 at 07 pricing.

Thanks again, for all the input. I'll try and work on a draft to corporate so I can follow up with them.

kilo6_one

iTrader: (2)

sounds like you are a salesmans worse nightmare. Someone who is educated, someone who has patience (salesmen want the sale right then and their) and someone who keeps good records. I like lexus customer service, they have always been good to me, but its jack-offs like this and dealers that let this go on that gives the industry a bad name. I bet he never ordered it until monthes after you initially went in, by then he was too retarded to remeber what you ordered or too stupid to read his own handwriting, how do you get a FIE wrong? unless it happened at the manufacturing stage, but that most likely would have occured from poor information.....

The options that came on it dont sound too bad, but you paid for a certain product, its in the contract. They have the obligation to provide that product. If they cannot do this they could be in breech of contract (i may be talking out my butt at this point) but it is intresting how dealers call everything contracts until they are in breech, then it was a memo and someone mishandled it. LOL.

slam him in the survey even if they make it right...... contact corporate and find out if thier is anything they can do from thier end.


but wait, the 08's are enroute.....

projectdna

iTrader: (56)

i'm somewhat surprised at the fact that you're giving them a sliver of time of day to figure out what went wrong and (possibly) how they're going to correct their mistake.

if i were in your shoes, i'd high-tail it out of that dealership and take my business elsewhere; but that's just me.

good luck, and hopefully your adventures close w/ a happy ending. do keep us updated!

Allen K

iTrader: (4)

I too thought you don't get the survey until after the purchase.

But anyway, give them a deadline. You ordered the car 4 months ago, and the longest that most people wait for a special order is 5-6 months. Just tell them that if they can't get the car to you in that time you will slam them on the survey

My sales guy was a "Lexus Master" as far as rankings go (not exactly sure how that works) but he mentioned that once a customer misread the form (English wasn't her first language) and gave him bad marks on the whole survey and he almost got fired lol

jdanon

As I said before the dealerships are pretty much useless. Not only do they not like to special order, but they know less about their product than we do, and try to stonewall us just to get us in something they have on the lot. You wouldn't believe some of the stuff I was told while visiting different dealerships, some of the stuff was pretty funny. Dealers also seem to not like to look outside of their area for cars, once again because of their propensity to sell whatever's on the lot. Lexus has been worse than when I bought my Toyota and Ford vehicles a while back, and this isn't my first time buying one either. I really wish you specify and locate the vehicle through some central place like the corporate office, and then once the vehicle is found they can dish off the sale to the local dealership to arrange for delivery, payment, registration, etc. pretty much all the things you need the dealership to do. I really don't like trusting a bunch of dishonest people to not only do a good faith search for the car you want, but special ordering one and actually placing the order on time, is just scary to me. I feel bad for you that you've already lost 4 months of your time. I guess I'm not the only one with a horror story about getting a hard to find or special ordered car. I still haven't gotten my $2,000 deposit back from my local dealership who screwed up a deal we had in place last month for a red IS350 (hard to find car around here), and now I'm fighting to get the money back.

15951

They dealer isn't allowed to use your money indefinitely for free. Give them three days to return YOUR money, or tell them the next time your lawyer will be contacting them.

socalJD

Next time insist on dropping the deposit with a credit card. Most CC cos are on your side and will reverse the charge as part of their consumer protection policy if your deal falls thru. Plus you get mileage or reward points on the deposit.

jdanon

Yeah I did put it on my credit card. Unfortunately now it's starting to accrue interest, and on $2,000 that's not something I want to pay.

knihc2008

iTrader: (1)

I heard that 6MT's were just straight up not available with nav, or am I just crazy?

Shoyuu

Thanks all. Dna, I can understand that Human error can never be removed from the process so I'm willing to see if they can make it right. Maybe I'm just too soft, but hopefully this will get resolved and without too much wait.

I just got off the phone with someone from Corporate that did a follow up on me. I told him about how the salesperson was repeatedly telling me how he did not want a bad survey, so it's documented with Corporate. I was told that they would work with that dealer to resolve the problem. It's a shame the guy was reading from a script. /sigh

I haven't heard back from the dealer, so I'm going to stop by tonight and see in person what my options are.