Today prior to returning to school, my daughter was getting the 40,000 mile service performed on her 2008 IS 350. I asked that also the battery, brakes, and tires be replaced and the alignment checked. I went to the dealership parked the German sedan in the front to pick her for lunch since they won't give her a loaner (her age).To my surprise, I was greeted at the showroom entrance by the GM.... Hello Mr.abacd how are you, it has been a long time, bs... bs... bs... how is all your Lexus cars performing? I briskly responded "I currently have only one........." and he acted a little surprised. Withe a big smile and very politely I took the opportunity to refresh his conveniently lapse of memory with the litany of items that I had to deal with including his own lackadaisical responses & resolutions. How finally I had to get my lawyers involved to pursue the Lemon Law.

Anyway, I left with a hand shake. Around 3:00 pm my daughter calls that she was leaving the dealership and was only charged for the tires. They even updated.the nav maps. I was pleasantly surprised since for the last 12 years the dealership had not "comped" a single item even though we had purchased over 8 vehicles from them. Before she left, the GM told her "please tell your dad that I will be sending him an invitation to a private party in October to introduce the new LS".

Have they stopped drinking the koolaid on the job? Or a permanent change in the customer service. I hope it is the latter. For the record, I am not buying a first year LS ever again.

 

hahhahaa, hey, but you have to give credit to the GM for trying to do the right things now, even if it's about 12 years late.

and first year LS? come on, it comes down to the deal

 

interesting and funny story. I wonder, what gives?

 

The new LS is hardly new, so don't let that bother you.

All it means is you happened to catch the GM on a day when he was feeling magnanimous - and he had his GM Handbook 101 cracked open to where it said "win your customer back by treating him right."

Just remember "fool me once, shame on you, fool me twice, shame on me."

 

I think smart sales people understand a little gratuity can go a long way towards new sales. What year is your daughter's Lexus. They may be considering that you may want to replace that vehicle soon.

In my case, I had a 2008 GS 460. It had 53,000 miles when the entire header unit went out. Total cost to replace was $2500. Being out of warranty by only a few thousand miles, the dealership covered the costs as if it were under warranty. Of course, it didn't hurt that while they were troubleshooting my car, I was out test driving a new LS.

I was incredibly happy with their generosity as I was a dedicated customer paying their service prices after warranty over the span of 3 Lexus models covering the past 15 years.

I'm now on my 4th Lexus having purchased that LS I was test driving. And a lot of that purchase decision was based on how I was treated on the service side......