Service etiquette question
08-13-11, 09:00 PM
#1
Lexus Test Driver
Thread Starter
Service etiquette question
This doesn't apply to my our '99 RX, it's about my wife's GX, but this is the forum I spend my time on. My wife usually takes her car to the dealer for service, and I'll sometimes do the work on it myself. I changed her plugs last year (at just over 100K), and entered that on the Lexus website where all the service work is recorded by the dealer and, for those who wish, the owners (like me).
Last week, my wife went in for her 120K service and they replaced her spark plugs along with all the other stuff. I think they should have looked at the Lexus website, but maybe they just looked at their own dealer records.
I didn't think to have my wife tell them anything; I didn't remember that plug replacement might be a 120k service item. Did they err, or was it just my oversight?
Last week, my wife went in for her 120K service and they replaced her spark plugs along with all the other stuff. I think they should have looked at the Lexus website, but maybe they just looked at their own dealer records.
I didn't think to have my wife tell them anything; I didn't remember that plug replacement might be a 120k service item. Did they err, or was it just my oversight?
08-13-11, 11:08 PM
#2
Moderator
The whole thing revolves around the work-order and what as the owner, you authorized the shop to do.
Over the years, it was only once that the service writer went over the prior history and that was on my insistence. Lets see if other members had a different experience. I am willing to bet that yours and mine experience is a typical case and the service writers do not go over the past history as a routine practice.
If the work order states 120K miles service and any additional dealer suggested items, without any exclusion(s) then you will get the spark-plugs replaced. Vigilance on your part or the service writer part would have added items to the exclude list or would have had special instructions.
Once the work order is placed in the vehicle, your records are not checked. The shop does enter comments and add what service was performed. The service writer goes over them with customer at pick-up time.
Salim
Over the years, it was only once that the service writer went over the prior history and that was on my insistence. Lets see if other members had a different experience. I am willing to bet that yours and mine experience is a typical case and the service writers do not go over the past history as a routine practice.
If the work order states 120K miles service and any additional dealer suggested items, without any exclusion(s) then you will get the spark-plugs replaced. Vigilance on your part or the service writer part would have added items to the exclude list or would have had special instructions.
Once the work order is placed in the vehicle, your records are not checked. The shop does enter comments and add what service was performed. The service writer goes over them with customer at pick-up time.
Salim
08-14-11, 02:54 PM
#4
I think the Lexus Owners' Site maintenance records pull from the Lexus Corporate database but not the other way around (anybody can put any information on the Owners' site). So if they didn't change the plugs, I suspect as far as they are concerned, it didn't happen.
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