Ray's right. I just got an online survey for a warranty repair (replaced left rear trunk brake light bulb) which I deleted.
I have never gotten a follow-up phone call survey, online survey, or 'snail mail' survey after having taken my 05 ES 330 for the 5k-mile-interval service checks.
>> Recently, I received an online survey from Lexus about my dealership's
>> service quality. I took the time to fill out the survey, and noted some
>> areas that may require improvement by the dealer's service department. >>
>> The bottom line was that I did not give a "satisfactory" opinion about
>> the dealership.
>>
>> A few weeks later, I got a call from the dealership's service manager
>> (not sure what his rank was...probably mid-level). He kept trying to get
>> in touch with me and left several voicemails. One of which he stated that
>> he wanted me to call his bosses and to tell his boss that my survey was
>> not a bad reflection on him. And he claimed that my survey has caused him
>> to look very bad in front of his bosses, and that it will affect his pay >> raises! >>
>> As shocking as it was...I made the mistake of thinking he as my service
>> adviser. Since I like my service adviser, I tried to call the head of the
>> service department to straighten things out. What's more shocking.the
>> head service manager did not want to answer my call, he told the
>> receptionist to tell me to call back whomever called me in the first
>> place...in other words.I got the run around.
>>
>> That made me very pissed.I wrote to Lexus to complaint about this whole
>> process. I didn't get much more than an apology.
>>
>> As it turned out the guy who called wasn't even my service adviser.he was
>> the service adviser's boss. The layer of managers at the dealership was
>> too complex for me to understand. This is what I gathered so far.it seems
>> that the survey plays a very big part in the employee's job security,
>> promotion and salary increases. Any unsatisfactory remarks or ratings on
>> the surveys can get employees into trouble.
>>
>> I was not aware of this fact until this matter came up. And I was also
>> very disappointed at Lexus's survey process. I think it is very unethical
>> for them to share my name with the dealership. I have always thought
>> survey was an anonymous way to note complaints and for them to improve. I
>> never thought that my name and comments were shown to every who work at
>> the dealership.
>>
>> If the dealership always want to get satisfactory responses.then I am not
>> sure why there need to be a survey at all. They all should just give
>> themselves A+ and hug each other for comfort.
>>
>> I don't know if this problem is isolated to the particular dealership I
>> was using for servicing. Next time you guys get a survey from Lexus.you
>> should think about this.
>>
>> Btw, the dealership is found in the northern part of the Dallas, TX area. >> >
> Hmmm... I was not aware that Lexus was conducting on-line surveys, I
> thought they were all by mail. Also, Lexus does not send surveys for
> customer pay repair work, only warranty work. Many dealerships send
> in-house surveys to their customers, so I do not know where your survey > originated. >
> Lexus does share survey responders' names with the dealership so the
> dealer or service manager can follow up with dissatisfied customers. The
> intent is not to badger customers into giving better responses, and IMO,
> the dealer's attitude is poor. It should be conciliatory, not defensive. > -- >
> Ray O
> (correct punctuation to reply)
>