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Thumbs Down :: Luxury Service as a Total Experience
I had been having trouble with the air pressure in my tires, so on the road, I called Lexus service to see if I could bring the car in. It took three calls to get a live person, who could tell me if I could come in right away. It had to be a live person since I couldn't wait for someone to return my call. I got voicemail twice, even from the service concierge. Then, while waiting to get my tire changed (it turns out there were two nails in one tire!), I almost couldn't find a seat in a small, unappealing and unpleasant "lounge" with no reading material, no refreshment and no tranquility. I must say, I was quite surprised at how anti-luxe the lounge was since Lexus has built their brand on the total quality experience. Evidently, it doesn't extend to car service, a mistake.
To their credit, the Lexus dealer made their usual follow-up call to see about the quality of the service I received on my visit and hopefully they'll get the message.
December 26, 2007
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