Doug Demuros thoughts on killing the LC.

[sagebrush200]

I recently took my LC in to have them perform maintenance and install the OEM spacers. Tech crawled under my car, came back up and said "Oh good, this doesn't have KDSS - that would make this more difficult". I told him it did, he said no it would be visible on the shocks.

I am now searching for a more reputable shop.

 

[tincan45]

Rest assured that Mercedes never provided me with a G-class loaner and the loaner that was provided was always a "no smoking car" (a perfectly reasonable policy IMO and fine with me since I have asthma and don't smoke). Their loaners were Mercedes vehicles, but ran the gamut on the model - sometimes a C class sedan, sometimes a GLS. Most of the time, I ended up with either an E class sedan or a GLC. Same thing when I had the Lexus LX-470 a while back - the loaner was always a Lexus, but never an LX. But having SOMETHING to drive for the day or so the car was in for service was the important thing; I don't expect the get the exact model I own.

The policy at Lexus service is to always give the customer an "equivalent" loaner. It was very disruptive to the Luxury car industry when they came on the scene in the early 90's. Coincidentally, I just had my LX in for the fuel pump recall on Friday. They apologized for not having another GX or LX available and gave me a loaded RX. No "no smoking stickers" (That, by the way, is an implied courtesy), no bring it back full or else warnings.

Side note: Taking a slightly modified LX to the dealer is always fun. My service manager always asks a million questions and the shop guys had a great time checking out the trexboxx and fridge in the rear. Also, when they returned my LX it was in HIGH mode. I'm pretty sure they had a little fun checking it all out while I was away. That might bother some folks, but I consider it a compliment.

All I'm saying is Lexus is in a much better position to offer better customer service for a car in this price range. The kind of customer service the folks Doug is talking about in the video are accustomed to. As long as they don't completely trash the underpinnings (durability/reliability/capability) of the Land Cruiser, I'm fine if it's an LX. The alternative would be no LC at all I'm afraid.

 

[greynolds]

All I'm saying is Lexus is in a much better position to offer better customer service for a car in this price range. The kind of customer service the folks Doug is talking about in the video are accustomed to. As long as they don't completely trash the underpinnings (durability/reliability/capability) of the Land Cruiser, I'm fine if it's an LX. The alternative would be no LC at all I'm afraid.

Yeah, no argument there on the higher level of service at a Lexus dealer and being in a better position to handle that type of client, though some of Doug’s points regarding wanting an understated vehicle are definitely valid.

But I do wonder if your experience of getting an apology for no LX being available is something more recent in their policies. I bought the LX-470 new back in 2006 and was usually provided with an RX loaner, but had sedans a few times as well.

Having only the Lexus version rather than no LC at all works for me as well. if I went that route, an aftermarket front bumper would be my first mod unless they change the design.

 

[tincan45]

Yeah, no argument there on the higher level of service at a Lexus dealer and being in a better position to handle that type of client, though some of Doug’s points regarding wanting an understated vehicle are definitely valid.

But I do wonder if your experience of getting an apology for no LX being available is something more recent in their policies. I bought the LX-470 new back in 2006 and was usually provided with an RX loaner, but had sedans a few times as well.

Having only the Lexus version rather than no LC at all works for me as well. if I went that route, an aftermarket front bumper would be my first mod unless they change the design.

100% agree. I'm sure the loaner situation is different at each dealer. Like you, I'm afraid they will make some drastic design change with the new TNGF platform and it be just like every other monster mom mobile on the North American roads today. It will be interesting to see how it all plays out.

 

[slowride]

Rest assured that Mercedes never provided me with a G-class loaner and the loaner that was provided was always a "no smoking car" (a perfectly reasonable policy IMO and fine with me since I have asthma and don't smoke). Their loaners were Mercedes vehicles, but ran the gamut on the model - sometimes a C class sedan, sometimes a GLS. Most of the time, I ended up with either an E class sedan or a GLC. Same thing when I had the Lexus LX-470 a while back - the loaner was always a Lexus, but never an LX. But having SOMETHING to drive for the day or so the car was in for service was the important thing; I don't expect the get the exact model I own.

We have owned a lot of Mercedes and Lexus' over the years and have dealt with the service departments extensively.

When talking with the people in the service departments it always amazed me how the Lexus waiting room would be filled with miserable looking folks eating and drinking their FREE stuff while they got their FREE carwash.

We typically would drop the car off on Saturday and tell then to take their time, Mrs. has to go shopping all day...

They would generally call her cell a few hours later on the way home and we as always leave a nice TIP for the cleaning crew.

One day it came up ay a closing time chat how much and how many people tip the crew....

It turns out only a handful of these FREE carwash, FREE food & drink Lexus owner's tip the crew...

The staff at hotels, restaurants, car dealers any service industry, etc. work hard....

They are not dumb or blind, they know who you are....

It's amazing what you get when you spread around some $$$ and praise the good work being performed by the crew to the higher up types...

Ain't got no problem there... no how...

BYW, We have recruited a lot of good employees this way too...

Additional thought , "Land Cruiser" should be a special brand offered at qualified Lexus dealers, like Maybach is to Merc.


Peace

 

[unclemat]

Different strokes for different folks but I am horrified at an idea of getting a "free wash". If I am unfortunate to leave car at a dealer I need to plaster it with "DO NOT WASH" signs. Why would I want to get "free" paint swirls...

 

[slowride]

Different strokes for different folks but I am horrified at an idea of getting a "free wash". If I am unfortunate to leave car at a dealer I need to plaster it with "DO NOT WASH" signs. Why would I want to get "free" paint swirls...

LOL!!!

Try spreading some $$$ around,...

Who do you think prepped your new Lexus for the specail day you picked it up with the pretty bow???

 

[RubiconHeritage]

Different strokes for different folks but I am horrified at an idea of getting a "free wash". If I am unfortunate to leave car at a dealer I need to plaster it with "DO NOT WASH" signs. Why would I want to get "free" paint swirls...

Lol, one unspoken benefit of the overpriced heritage basket is that it makes the vehicle too tall for the "complimentary washes" from the dealer.

 

[unclemat]

LOL!!!

Try spreading some $$$ around,...

Who do you think prepped your new Lexus for the specail day you picked it up with the pretty bow???

Don't have Lexus, thanks. Regardless, I'd pissed if someone put a "pretty bow" on my car. I brought a new 200 home today, I forbade the dealer to touch it, even install plates on it. They would almost certainly **** that up.

Yeah, spreading $$$. Yeah, I tip local state inspection place so they actually bother to use a jack pad I bring and actually jack car up at a proper point so to not damage it. It's pretty sorry world we live in where one cannot expect basic things done with care (if not pride).

 

[slipkid13]

The policy at Lexus service is to always give the customer an "equivalent" loaner. It was very disruptive to the Luxury car industry when they came on the scene in the early 90's. Coincidentally, I just had my LX in for the fuel pump recall on Friday. They apologized for not having another GX or LX available and gave me a loaded RX. No "no smoking stickers" (That, by the way, is an implied courtesy), no bring it back full or else warnings.

Side note: Taking a slightly modified LX to the dealer is always fun. My service manager always asks a million questions and the shop guys had a great time checking out the trexboxx and fridge in the rear. Also, when they returned my LX it was in HIGH mode. I'm pretty sure they had a little fun checking it all out while I was away. That might bother some folks, but I consider it a compliment.

All I'm saying is Lexus is in a much better position to offer better customer service for a car in this price range. The kind of customer service the folks Doug is talking about in the video are accustomed to. As long as they don't completely trash the underpinnings (durability/reliability/capability) of the Land Cruiser, I'm fine if it's an LX. The alternative would be no LC at all I'm afraid.

I have never received a GX as a loaner. It's always the "Lady Lexus" RX, every single time. I did see them try to give a GX to an RX owner and she promptly said no because it was too big. Every time I ask for a GX and every time I am told they don't have any.

I am grateful to get any loaner car and the RX is nice . I would like to check out the GX just once.

 

[greynolds]

One day it came up ay a closing time chat how much and how many people tip the crew....

It turns out only a handful of these FREE carwash, FREE food & drink Lexus owner's tip the crew...

Yeah, I’ve seen some crazy things over the years. The Mercedes dealer I had been going to has a nice free coffee and snack bar. For a while, they had these really awesome P2 chocolate bars and chocolate covered Oreos that were individually wrapped. They had them out on the counter in jars for self serve for a while. One day I was sitting at the bar while the barista had stepped away for a few minutes. Someone came by with a big shopping bag, took the lid off the jar, dumped the contents into the bag, put the lid back, and left. Naturally, no tip was left...

 

[slipkid13]

Don't have Lexus, but regardless of what it was I'd pissed if someone put a "pretty bow" on my car. I brought a new 200 home today, I forbade the dealer to touch it, even install plates on it. They would almost certainly f*** that up.

Yeah, spreading $$$. Yeah, I tip local state inspection place so they actually bother to use a jack pad I bring and actually jack car up at a proper point so to not damage it. It's pretty sorry world we live in where one cannot expect basic things done with care (if not pride).

They have to jack your car up to inspect it? They don't use a lift? I am so glad I left the East Coast a long time ago.

No inspection or emissions in my county in Colorado.

 

[unclemat]

They have to jack your car up to inspect it? They don't use a lift? I am so glad I left the East Coast a long time ago.

No inspection or emissions in my county in Colorado.

Yeah, it's BS and state sponsored racket. They are supposed to check wheel bearings for play, so it's easier to just jam a jack under a front control arm and "pretend" you are doing that (while damaging or at least scarring the car). Haven't seen an inspection place with a lift.

 

[JohnPW]

Yeah, I’ve seen some crazy things over the years. The Mercedes dealer I had been going to has a nice free coffee and snack bar. For a while, they had these really awesome P2 chocolate bars and chocolate covered Oreos that were individually wrapped. They had them out on the counter in jars for self serve for a while. One day I was sitting at the bar while the barista had stepped away for a few minutes. Someone came by with a big shopping bag, took the lid off the jar, dumped the contents into the bag, put the lid back, and left. Naturally, no tip was left...

I have no issues with the two Toyota dealers I use for service. They both have coupons for $35 full synthetic oil changes. Given the low price I get the LC an oil change every 5k. On the other hand I had our Lexus ES in for service at a Lexus dealer instead of the independent I normally use and had them change the oil...$200 later it was done. I would rather a bare bones dealer that doesn’t rip me off. I don’t need chocolate bars or lattes.

 

[tincan45]

I have no issues with the two Toyota dealers I use for service. They both have coupons for $35 full synthetic oil changes. Given the low price I get the LC an oil change every 5k. On the other hand I had our Lexus ES in for service at a Lexus dealer instead of the independent I normally use and had them change the oil...$200 later it was done. I would rather a bare bones dealer that doesn’t rip me off. I don’t need chocolate bars or lattes.

Peasant!

 

[wiseinvestor]

Most of Doug's comments being discussed are subjective and obviously invite different opinions... but I do see his point that the LC is somewhat alone in the full sized suv marketplace in that it is modest, reliable, and capable.

Status buyers with more coin can pick up a range rover or g-wagon, but many LC buyers won't do that... and they will be sacrificing in one area or another when they finally trade in their LC for what ever is next.... unless it is the LX.

 

[tacoduck]

If im paying 300 for an oil change, I’m not tipping the guy for washing It.

 

[slowride]

If im paying 300 for an oil change, I’m not tipping the guy for washing It.

You need a coupon.

 

[greynolds]

I have no issues with the two Toyota dealers I use for service. They both have coupons for $35 full synthetic oil changes. Given the low price I get the LC an oil change every 5k. On the other hand I had our Lexus ES in for service at a Lexus dealer instead of the independent I normally use and had them change the oil...$200 later it was done. I would rather a bare bones dealer that doesn’t rip me off. I don’t need chocolate bars or lattes.

Yeah, that's one of the big downsides to the higher end dealers - the chocolate bars and lattes may be "free", but there's a cost (higher charges for the same type of service) associated with them. But that wasn't my point - my point was more about how people will take advantage of a good thing. Those chocolate bars eventually went away, partly because people were taking advantage of them.

If im paying 300 for an oil change, I’m not tipping the guy for washing It.

The problem is that the person washing the car or making the latte doesn't see much more than minimum wage out of that $300... I get not tipping the owner and management at the dealership, but the people working in the service department aren't getting rich. The baristas working at the MB dealer I went to are part time employees who are either college students or people with other lower paying jobs who rely on income and, more importantly, tips from this extra job to get by.

 

[Redbull]

Lack of a lease program hurts the most I believe. Not a lot of people want to tie up $90,000 cash in a vehicle or have a $1300/month loan payment.

A $0 down $800-900 lease would keep the volume at a nice level and have many more available later for the used market.