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post #1 of 15 (permalink) Old 07-16-2004, 10:47 PM Thread Starter
 
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Lexus vs. Dodge

Want to know how different Dodge and Lexus are when it comes to service? Here's two different situations that happened this year.

First the Lexus

Chris: Hey Mike, Chris Gaddy.
Mike: Hey Chris, how can I help you?
Chris: I have scratched a wheel and need it swapped out for the spare.
Mike: Okay Chris, when do you want to bring it in?
Chris: Tomorrow?
Mike: Great, what time?
Chris: 7AM?
Mike: Do you need a loaner?
Chris: I work 2 miles away, can someone take me to work and pick me up when the car is ready?
Mike: No, but I'll reserve a loaner for you.

Next day I arrive at the dealership, pull into the garage and walk to Mike's office.

Mike: Hey Chris, I have an RX330 waiting for you. Are the keys in your car?
Chris: Yep!
Mike: Okay, which wheel?
Chris: Front left.
Mike: Okay, see Ken at the desk and he'll get you into your loaner.

Mike calls me later and tells me my car is ready. When I return it's pouring down. After I pull into the garage, I meet up with Mike, square away the bill, and he calls someone to bring my car into the garage. I never got a drop of rain on me.

Today, I go to the Dodge place because there is a TSB out for the Infinity audio system. I walk up to the service desk with a printout of the TSB.

Chris: I purchased my truck here about a month ago and I need to know if this TSB was fixed on my truck before I took delivery.
Steve: I couldn't possibly know that.
Chris: What do you mean? I have the VIN if you need to look it up.
Steve: I can't see what other dealerships have done.
Chris: As I stated, I purchased the truck here and it's never been anywhere else.
Steve enters the VIN into the computer.
Steve: I see that your truck has been in here for accessories installed, but no services have been done - at this location.
Chris: Okay, can you schedule a time I can bring it in to get checked?
Steve: You can bring it in at 6am when we open.
Chris: I have an appointment that you guys scheduled for my first oil change (free) for August 31st. Can you take a look at the 2 wires then?
Steve: No, we have 2 oil change guys and that's all they do.
Chris: What if I bring it 30 minutes early?
Steve: We don't know how long it will take, so we can't schedule it.
Chris: But it's only checking 2 wires. All you have to do is get to the back of the stereo and check #7 and #8 wire, making sure they aren't criss-crossed.
Steve: You can bring it in here tomorrow at 7am tomorrow and we will get to it.
Chris: You mean leave it here?
Steve: Yes.
Chris: (Now realizing that he is better off to take the dash apart and check the problem himself) Okay, thanks!

Each conversation was longer than I posted, but the Dodge conversation was so much worse. I had to repeat questions over and over. He gave me half answers and was not at all eager to help. Somebody tell me why Dodge can't have the same services as Lexus? Can you put a value on great customer service?
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post #2 of 15 (permalink) Old 07-16-2004, 10:59 PM
 
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tell me something....
what is the new value of the lexus compared to the new value of the dodge
while its no excuse as to the poor treatment, i still have to say that not all dealers are the same...maybe your dealership's service dept sucks while sales is good, there are some where sales sucks but service is good...it all depends on the people they hire, some people are just natural assholes and wont help you out at all, no matter what, like that guy at the desk
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post #3 of 15 (permalink) Old 07-17-2004, 01:34 AM
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Yes there are some dealers that are horrible in customer service. I've been lucky to have found one which is my local one that is great. So it's not all of them.
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post #4 of 15 (permalink) Old 07-17-2004, 07:00 AM
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Quote:
Originally Posted by chrisgaddy
Want to know how different Dodge and Lexus are when it comes to service? Here's two different situations that happened this year.

First the Lexus

Chris: Hey Mike, Chris Gaddy.
Mike: Hey Chris, how can I help you?
Chris: I have scratched a wheel and need it swapped out for the spare.
Mike: Okay Chris, when do you want to bring it in?
Chris: Tomorrow?
Mike: Great, what time?
Chris: 7AM?
Mike: Do you need a loaner?
Chris: I work 2 miles away, can someone take me to work and pick me up when the car is ready?
Mike: No, but I'll reserve a loaner for you.

Next day I arrive at the dealership, pull into the garage and walk to Mike's office.

Mike: Hey Chris, I have an RX330 waiting for you. Are the keys in your car?
Chris: Yep!
Mike: Okay, which wheel?
Chris: Front left.
Mike: Okay, see Ken at the desk and he'll get you into your loaner.

Mike calls me later and tells me my car is ready. When I return it's pouring down. After I pull into the garage, I meet up with Mike, square away the bill, and he calls someone to bring my car into the garage. I never got a drop of rain on me.

Today, I go to the Dodge place because there is a TSB out for the Infinity audio system. I walk up to the service desk with a printout of the TSB.

Chris: I purchased my truck here about a month ago and I need to know if this TSB was fixed on my truck before I took delivery.
Steve: I couldn't possibly know that.
Chris: What do you mean? I have the VIN if you need to look it up.
Steve: I can't see what other dealerships have done.
Chris: As I stated, I purchased the truck here and it's never been anywhere else.
Steve enters the VIN into the computer.
Steve: I see that your truck has been in here for accessories installed, but no services have been done - at this location.
Chris: Okay, can you schedule a time I can bring it in to get checked?
Steve: You can bring it in at 6am when we open.
Chris: I have an appointment that you guys scheduled for my first oil change (free) for August 31st. Can you take a look at the 2 wires then?
Steve: No, we have 2 oil change guys and that's all they do.
Chris: What if I bring it 30 minutes early?
Steve: We don't know how long it will take, so we can't schedule it.
Chris: But it's only checking 2 wires. All you have to do is get to the back of the stereo and check #7 and #8 wire, making sure they aren't criss-crossed.
Steve: You can bring it in here tomorrow at 7am tomorrow and we will get to it.
Chris: You mean leave it here?
Steve: Yes.
Chris: (Now realizing that he is better off to take the dash apart and check the problem himself) Okay, thanks!

Each conversation was longer than I posted, but the Dodge conversation was so much worse. I had to repeat questions over and over. He gave me half answers and was not at all eager to help. Somebody tell me why Dodge can't have the same services as Lexus? Can you put a value on great customer service?
That sounds like my Infiniti dealer ... the Lexus part of course... and the Dodge part well we got at least 3 dealerships in this area that have the same exact attitude... two of them 5 star jobs. BTW don't be surprised if they don't "get to it" and you have to leave your truck another day.

I don't know how much extra I paid to be treated like a valued customer but whatever it was it was worth it!
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post #5 of 15 (permalink) Old 07-17-2004, 07:24 AM Thread Starter
 
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I think I'm going to wait until my oil change appointment and drop it off first thing in the morning. As I stated, the TSB isn't a big deal at all. If I have problems on that visit, I'll try a different dealership. BTW, the truck is great. The gas mileage is horrible but I knew that when I bought it.

And alderran, if I could have paid more to get Lexus service, I would have!
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post #6 of 15 (permalink) Old 07-17-2004, 10:06 AM
 
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My favored Infiniti dealer is awesome (Bommarito Infiniti in Ellisville MO). They care about me and my Q, and take time out to explain everything to me in great detail. They also save me a little money over some independent shops.

The other Infiniti dealer here is a big Lexus-Infiniti-Cadillac-Audi-Acura-BMW-MB-Porsche-Rover-Hummer super-shit-auto-complex-of-super-shit-crap. Theyre mostly arrogant assholes (Plaza Motors in Creve Coeur MO).

-Jesda
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post #7 of 15 (permalink) Old 07-17-2004, 10:13 AM
 
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Wow!! I cannot believe that service writer even tried to tell you such crap. I moved from Guam to the mainland, shipped my car also, and when I went in for warranty work the "new" dealer had all the info on computer. So the story has a bad twist to it. I had one bad experience with a service writer, and the service mgr took care of that problem. At any and all dealers I've had great to wonderful work. Always friendly and professional. May be that I am very, very lucky, but so far .......
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post #8 of 15 (permalink) Old 07-17-2004, 10:37 AM
 
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From taking used cars from our inventory to dealerships to get worked on before we put them on our lot, I was treated great at Infiniti of Columbus, Lexas of Dublin, MAG (Midwestern Auto Group, you know the people who sold the kid the BMW) other than that the Ford, Chevy, Dodge, all of those people treated you basically like shit. But hey, when you buy that expensive of a car, i.e. infinity, lexus, BMW, etc you also buy the dealership that comes with it. Obviously some are worth more than others
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post #9 of 15 (permalink) Old 07-17-2004, 11:18 AM
 
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There was a 5-star Dodge/Jeep dealer in Fond du Lac (where I used to live) that I took my Intrepid to for oil changes, etc.

My experiences with them were much like your Lexus dealer experience.
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post #10 of 15 (permalink) Old 07-17-2004, 12:46 PM Thread Starter
 
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I disagree with price being a factor - my truck was $38,000 - what does a Lexus IS300 cost? Or an ES300? Granted I didn't pay $38K for it - but what about the guy that buys the Viper? Should he be treated like the guy that buys the Neon? At Lexus, you are treated a certain way, it doesn't matter if you purchased the $28,000 IS300 or the $80,000 LX. While American made cars continue to improve in quality, they really need to focus on the "after the sale" side. My Concorde was a great car, and thank goodness I didn't have to take it in for service.
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post #11 of 15 (permalink) Old 07-17-2004, 02:24 PM
 
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I have several 5 star dealerships in Milwaukee.
One is great with providing transportation, to customers and is like your lexus dealer.
But the service mechanics there are no very good.
Another 5 star is great with the service, but doesn't provide transportation and you have to either wait(but not too long for most work), or find a way home,etc..
So it depends on what you want.
Sometimes you can't get it all, good service mechanics, but no transportation, or transportation but bad mechanics.
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post #12 of 15 (permalink) Old 07-18-2004, 05:07 AM
 
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Quote:
Originally Posted by chrisgaddy
I disagree with price being a factor - my truck was $38,000 - what does a Lexus IS300 cost? Or an ES300? Granted I didn't pay $38K for it - but what about the guy that buys the Viper? Should he be treated like the guy that buys the Neon? At Lexus, you are treated a certain way, it doesn't matter if you purchased the $28,000 IS300 or the $80,000 LX. While American made cars continue to improve in quality, they really need to focus on the "after the sale" side. My Concorde was a great car, and thank goodness I didn't have to take it in for service.

I agree. Not only that, but how many more Dodges are sold than Lexus's. The difference in profit would more than be made up in sheer units sold. I am almost willing to bet that in the last few years, more Intrepids were sold than all Lexus's combined.
post #13 of 15 (permalink) Old 07-18-2004, 01:14 PM
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Well...........I bought my Intrepid from the 2nd closest Chrysler dealership to me, because they gave me the lowest price and the salesman treated me like god. The salesman at the closest Chrysler dealership was an arrogant asshole who treated me like an idiot. Both 5 star dealers.

When I had problems I would take it into the dealership I bought it from to support them. Their service department couldn't seem to get anything right though and I'd have to take it in 2 or 3 times for the same damn problem.

I started to take it to the closest dealership to get service.........and their service department treats me like god. I only need to take it in once to have a problem fixed and the one time I sorta needed a rental, they rented me a $50,000 Ram ;)

Moral: Some dealerships have good sales, some have good service.........sometimes neither. You can't judge a company based on one bad experience though.........you need to go to a different dealer.




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post #14 of 15 (permalink) Old 07-18-2004, 01:17 PM
 
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Quote:
Originally Posted by Avenger
Well...........I bought my Intrepid from the 2nd closest Chrysler dealership to me, because they gave me the lowest price and the salesman treated me like god. The salesman at the closest Chrysler dealership was an arrogant asshole who treated me like an idiot. Both 5 star dealers.

When I had problems I would take it into the dealership I bought it from to support them. Their service department couldn't seem to get anything right though and I'd have to take it in 2 or 3 times for the same damn problem.

I started to take it to the closest dealership to get service.........and their service department treats me like god. I only need to take it in once to have a problem fixed and the one time I sorta needed a rental, they rented me a $50,000 Ram ;)
one of the ones with the xenon body kit and all the custom graphics? i love those things....their prices are just ridiculous, and my local dealership knows me, and i know the owner, so i dont really have trouble, unless its a new salesman who thinks he knows more than i do, but my dealership provides a free shuttle to and from your house or work, they drop you off, then come pick you up when the car is done if you would like then, or they will get you when you get off work if needed
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post #15 of 15 (permalink) Old 07-18-2004, 05:08 PM Thread Starter
 
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Wow, it's great to hear some of you guys are getting great service. I'll have to try that one again - and if it doesn't work out, give another dealership a try.
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