There used to be so much hype on the service at the Lexus Center, and I could tell you, it is no other than any other car showrooms nowadays. The 1st visit to the UMW-owned showroom in Mutiara Damansara is a disaster, which effectively take the CT200h out of my shopping list for a sport hatch. The 2nd visit to the Wing Hing's Lexus Center in Sungai Besi, with the invitation of a friend who is interested in getting the recently launched Lexus ES250. Let me tell you what is wrong with the center:
- We have told the sales on a weekend roadshow that we will be visiting for a test drive, and this sales does not even followup with a courtesy call.
- During the whole session of viewing and test driving the car, the sales was too busy with his other phone calls, which I would think if he missed them, it will cost him few millions worth of transaction.
- The sales, spent no effort to explain anything about the car, till I asked. Shouldn't Lexus trained them to at least tell the customer the ES is actually another incarnation of the Camry, sharing the same mechanics, and it is a front wheel drive unit, unlike the IS and GS model, thus it get a decent "affordable price".
- The sales could not even remember correctly the differences of the standard and luxury model, and I bet they will not even know the differences of a smooth leather and semi-aniline leather seat. When I ask how many airbag, I was given the number 8 on the ES. In actual fact and printed on the brochure it has 10!
- The center has a drink kiosk, with a staff standing, yet did not even offer a drink to the customer, even while we are ordering a car worth > quarter million. I had to ask again!
- A luxury car showroom should display its full range of offering, and this place only has 3 cars on display, which is the CT, ES and GS. I bet they had sold their IS demo car off. Anyhow, I had never seen the RX or LS on display before. Maybe Lexus will tell customer to go Naza, take a look and test drive the similar Harrier there. LS is for the filthy rich which will order the car through a secretary, thus a demo car is not needed as well.
- While I tried to get a full brochure, I was told that they have limited stock on that, thus run out of stock. So I could only get the 4-flip-folded pages of the lousy brochure. Oh yes, they do have a nicely designed and printed booklet. Now you know it, ask for it next time. Stingy businessman only printed limited number, and in times to come, this could become a limited edition and worth a million on eBay.
- When we wanted to try the car with highway speed, the sales does not offer us any route that could lead us to a nearby highway, yet keep telling us to round in the Sungai Besi area, and of course, he was too busy on his phone as well. I remember that when we visited the VW, the sales even have a Touch N Go ready, and ask promptly whether we wanted to hit the highway.
- We wanted to choose a number, and he shown us the list from the phone which has an exorbitant price. Couldn't the sales print a copy and make it easier for the customer to choose for a long list, instead of holding a phone. The price on the list is only negotiable for few hundred ringgits, in which, we could get other runners to help for a much cheaper plate.
- Though the waiting period is about 3-4 months long, the sales has not offer any assistance on bank loan or insurance coverage, nor told us about the existing prevailing interest rate. It might be too early, but shouldn't they calculate everything and let the customer know what is the expecting figure!
Nevertheless of all the not perfect service, a booking was being made (my friend is a China-man, who does not care much about this). But to me, this is the second time how a Lexus Center could turn people away. However, there isn't much Lexus Center in the country, so if you damn like the "L" emblem to be in front of your next car, you have not much choice. Honestly, Lexus makes good cars, but they really need to buck-up their people!
