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Tuesday, April 20, 2004
3:35 PM

Our Lexus Stalkers
It's been a while since I've posted any sort of update about the New Lexus. So far, nothing really new to report about the car itself. I've made my peace with both the automatic lights and the wipers (the French Lady and I are sort of at a stalemate). But dealing with the Lexus dealership is definitely a new experience unlike anything we've dealt with in the past. It is generally a good thing, but I must admit that I feel like we've joined some sort of bizarre cult of car happiness, which is really more than I need. After all, it is just a car.

In the past, my experiences with having a car serviced have not been good. Usually you pull in to the dealer, wait about a million years for a service writer to come talk to you, wait another gazillion years for them to write up your service order, and then wait yet again for them to get you a quote. Then about 3 years later, after spending several hundred dollars for something that should have cost about $27 and that should have taken 4 hours, you get your car back. The odds are only 50/50 that they actually did what you told them. Plus, you have to ignore their empty promises to call you when it's done. Instead, you have to call them periodically to check the status and the ever growing price tag. Can you tell that my car repair experiences have been less than stellar? (My personal favorite was when we had a problem with our Jeep. We took it in, they found the problem, but said that they couldn't fix it for several days because they didn't have the right tools. Huh? I guess my standards are just too high in expecting a dealership to actually be able to fix its own cars. But I digress . . .)

So the New Lexus was due for servicing. Mark was kind enough to deal with it, so he made an appointment, took the car in at the designated time, was checked right in and even given a loaner car. So far light years ahead of other dealerships. Lexus Dealer said the car would be ready around 10 am the next day. They will call us when it is done. Great. Believe that when I see it (both the call and the finish time).

The next day, shortly after 10 am, the phone rings, car is ready. Pretty amazing. We go and pick it up. Not only is there no charge for the service (still haven't figured that one out but when it comes to free I generally don't ask too many questions), but they have washed the car. Doesn't get much better than that! So far so good. Off we drive in the newly serviced and sparkly clean New Lexus.

And then the stalking began.

Later that day, after running errands, we get home and there is a message on the machine from our service representative at the Lexus Dealer just checking to see that our service experience was good. Isn't that nice? But we're lazy so we don't call back. I figure that it's safe for them to assume that they would hear from us if we were unhappy. Hence, no need to call. Then on Monday, Mark gets an e-mail from the Lexus Dealer, again asking if the service was up to our expectations. Again, we don't respond. He's at work after all and has more important things to do than to not complaint about the New Lexus to the Lexus Dealer. After receiving no response to the e-mail, I then get a call at work from the Lexus Dealer. Service rep, again. How was our service? Man they are relentless! I tell her everything was great. No complaints. And I think that will be the end of it.

A couple of days later when we get the mail there is card from Lexus thanking us for taking the time to speak to the service rep about our recent servicing. Honestly.

I'm still waiting for the customer service survey asking us to rate their thank you card. Or for a call thanking me for opening their card. I'm sure one is coming any day.

In short, Lexus service is really good, perhaps too good. I don't need a stalker in the form of my car dealer. I'm afraid I'm actually living in the Seinfeld episode where Jerry's mechanic steals his car because he isn't taking good enough care of it. The Lexus Dealer is really not far behind. . .

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