From JD Power and associates...
Article

Lincoln, Caddy, and Saturn go 1-2-3 in this years poll by JD Power.

Toyota not so great... "But the automaker's Toyota-brand dealer service was ranked below average, although its score improved slightly in J.D. Power's 2005 Customer Service Index study over last year." They ranked 858 against industry average of 871.
Toyota also ranked below Chevrolet, Olds, Pontiac, Mercury, Lincoln, Buick, Caddilac, Ford, Chrysler, Dodge, GMC, Subaru, and a slew of other brand dealers.

I take this as another HUGE sign that the American Automakers are really going all-out to regain control of their lost quality and customer commitment. With their recent good showing on the initial quality polls (especially Buick), I see a great trend coming forth - and I'm glad of it too.

As I recall, chitty dealer service drove away guionM's sister and others on this board from various dealers - so IT DOES MATTER.

to Ford and GM for this showing.

 

Toyota dealer service has never impressed me... then again neither has Honda or Chevrolet. But Lexus dealer's service just flat-out blew my mind. I'm pretty positive I couldn't expect to find similar service at the Saturn dealership... it just wouldn't be financially possible for them AFAIK.

With that said, though, I can see a Lincoln or Caddy dealership duplicating or besting their service from a fiscal standpoint, and I'm impressed to hear that's the case.

From what I've read on the clublexus.com forums I've gotten better treatment by my dealer than many others have... so maybe some dealers are a lot better than others, which isn't a stretch.

 

Yes, we know. Lexus is always perfect. Round and round the broken record turns.

FWIW, Lexus service may offer you free lattes and scones, but the buying experience scares the hell out of me. Being approached by identical twentysomethings with laser-white teeth and Spectrum Club muscles in black Armani suits and ties makes me think of something besides buying a car . . . like picking out a casket . . . or running from Agents in the Matrix.

 

Lexus doesn't like to negotiate at ALL on most of their models... maybe that pisses people off?

I dunno.

But from the standpoint of what happens when warranty or maintenance work is done.. I just can't see it being any better. Call service manager, they set up an appointment for you (unless it's an emergency, then come right in). You come in, and as you pull in the service bay they walk up to your car, open the door for you, get your information, hand you the keys to a new ES330 or RX330, and tell you they'll call you when they're done. Come back when they're done and pretty much the exact opposite transaction happens. You don't worry about refilling the gas, no rental fees, and you get your car back detailed inside and out - all that, even for an oil change!

If you for any reason can't make it to the service dealer, they'll have a valet meet you at your work or home (within 50 miles) and swap cars with you, then come back out to swap again when it's all done.

They don't give you a look like you're a retard if you complain about a rattle or imperfection in the paint or faint noise you hear from the engine bay - they say yes sir and they get it fixed.

How much better can it get?

I'm not really demanding my *** to get kissed, but it sure is kind of a nice roll reversal from most other dealerships I go into (including Toyota) who look at you crazy if you complain about anything but major malfunctions, make you sit in a room for 5 hours while they fix your car, and then half the time don't even fix it right.

I guess what I'm getting at is I understand Caddy and Lincoln could duplicate or even improve upon the way Lexus does service, because they probably have a higher budget for a higher focus on service quality. But Saturn? What do they do for their customers? Or is it just the hassle-free buying experience?

 

I have to agree with Threxx on the Lexus service experience. Lexus cars may not be exciting and they may or may not be the best built (I'm skipping that debate), but they do know how to treat people. It is a pretty stark difference between them and most non-lux dealers, not just Toyota/Chevy/et al.

 

I haven't bought a new car yet but I tell you this when I do THIS is exactly what I want it to be like. If I get that I will be loyal to the company/dealership as long as it is around. THAT is why Lexus has great perception.

 

I worked at a Saturn dealership for 4 years . Its not too far off from what Threxx described . About the only thing Saturn is doing differently is you dont get the keys to a new Saturn to drive while they fix your car . But , the shuttle service is available to take you and pick you back up from where you need to go , free of charge . They will pick your car and return it to you if your unable , they do return your car , not detailed ....but washed , even if its just for a oil change or a free diagnosis . Free car washes for the life of the vehicle you bought . Very different from any GM dealer Ive been too .

 

I think Porsche has the best service. They always have lots of Mercedes and BMWs and have let me test drive anything I want without a fuss. They never hassle me when I go there to look around or to drive something. Honda has the worst by far, they wouldn't give me straight answers and wouldn't help me at all. Honorable mention for Ford, dishonorable mention for Nissan/Infiniti

 

My sister bought an Ion from a local Saturn dealership. They have been pretty awsome, gave her a gift basket and ballons and took a picture when she picked the car up. Gave her a 100 gift certificate for any service work that might come up. She recently was invited to a picnic by the dealership but she couldn't make it. Pretty cool if you ask me. The Ions been trouble free so she hasn't taken it in yet for any work.