Lexus losing the plot on customer servic

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Thu 20 Apr 2006 09:58
Lexus losing the plot on customer servic - peterb
So.....

I ordered an IS250 via my company's leasing firm on December 20th.

I didn't hear anything for a couple of months so I chased in late Feb and was told that I'd get my car in late April.

As my diary is filling up for this month, I asked for a delivery date. The leasing firm chased the dealer (and Lexus UK) and apprently Lexus previously provided "misleading information" about progress of vehicles at the factory.

Latest date provided is a 25th May delivery to the dealer (not my house). Given the need to prepare the car and add some dealer fit extras, I won't be getting it until June although there was a vague mention of a courtesy car.

My experience is not unique, several people on the Owners' Club site have also had problems.

What's going on? Lexus's brand is based on customer service. How long will that last if they treat people like this? All my friends know how put out I am.
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Thu 20 Apr 2006 10:12
Lexus losing the plot on customer servic - cheddar
I agree, 6 months is a ludicrous amout of time considering that they are building thousands of cars a week, also I would never wait that long for a car because I know that I would change my mind at least six times, model, spec, colour, while I was waiting and probably not end up with the car that I really wanted at the point of delivery.

However on the otherhand I do recall waiting some with some frustration for a new company car and putting it into perspective via a family down the road with three children to take to school who struggled every morning to start a 15 year old Fiat, made the extra few weeks in my 4 year old 80k miles fully expensed 2.5 V6 seem more acceptable.
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Thu 20 Apr 2006 10:48
Lexus losing the plot on customer servic - peterb
Thanks Cheddar - I completely agree with you on both paragraphs!
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Thu 20 Apr 2006 12:23
Lexus losing the plot on customer servic - Bagpuss
There are reports here in Germany of quality problems regarding the electronics in the IS250, mainly due to bugs in the infotainment system. Maybe the production delay is related to Lexus trying to sort out these problems.
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