Main Dealer Servicing Area

[uumode]

Before I got my Toyota I heard and read about 'legendary' customer service, and Toyota ranking quite high in customer satisfaction surveys.

With my last three cars BMW, Audi, VW, Mercedes. Audi dealers were OK to so, so but with a swish designed building and separate (multiple) service desks where you can sit down. VW also have quite elegant surroundings and service desks where you sit down. Mercedes with a slightly plusher environment with multiple service desks. So I was a bit surprised when I discovered that the Toyota service desk not only shared the same desk as the parts desk, it looks like a 'hole in the wall' presentation with only one service person (when I've been there anyway). The design looks more like a parts desk than a service one, and there's confusion if you are queuing for parts or service, and you have to wait for the staff to pop out, as they don't seem to be behind the counter if no one is there - adding to the 'hole in the wall' feeling. With other dealers service desks staff are already sitting there.

The email booking system doesn't work - at least I got no reply (as the service line was engaged - not surprised as there is only one 'desk') and there is no dedicated service phone line or email.

With Mercedes you get a reply from the main dealer's service dept within the day (and parts) and Mercedes customer service is supposed to be not that good.

There is also no service menu pricing on the wall like the others.

The actual help from the people are OK, and the resolution of problems seems OK, just the service desk area could be funked up a bit, it's in a lower league and it feels like I'm queuing up at a plumber's trade counter :)

... of course Toyotas may have less warranty issues being more reliable so a service desk is less important and less used and consequently the desk is dumbed down :D - but you still need to service the car ;)

[funkyg]

Obviously each dealer is going to be different. The Toyota dealer near work (Culvers - Macclesfield) sounds like the one that you visited, ie shared counter etc. However I've always had good service from them, and this shouldn't be taken as a poor 'review'.

The one near where I live (HW Moon - Wigan) is a brand new building and the service desk there is very swish, confy chairs, today's papers, coffee machine, they even have a playstation for the kids!

So long as the service is good, and I at least have somewhere to sit while waiting, who cares?

Funkyg