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?
Mike: Great, what time?
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?
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?
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?