What no one has really talked about

[nsXgnX]

I think one of the downfalls (prospective buyer aspect/non current NSX owners) of the NSX and GTR are its' parent company. I mean it in an exclusive/prestigious customer service kind of way. How many of you feel comfortable dropping off your NSX or GTR to an Acura or Nissan dealership. When bringing in the NSX and GTR in for service, I've never felt like I bought a special car. When I drop off the GTR for service, I am handed Nissan Sentra keys for a loaner. I'm not expecting another GTR for a loaner, but at least a 370z or a premium trimmed Maxima. The Sentra I received had cloth interior with no navi. While I know its only a loaner, it gives me the perspective that Nissan doesn't really care about customers who bought their high dollar vehicle. The only plus is that only a "certified" GTR mechanic could work on the car. For this reason I will NEVER own another Nissan. Now at Acura when I bring in the NSX for service, ACURA at least tries to cater and gave me keys to an MDX with tech package. But my gripe is the tech working on my NSX doesn't have to be an NSX specialist, can be any mechanic they employ and that scares me.



I don't think sub par customer service is a Japanese thing because when I bring in the Lexus LS in for service, they have the service writers offices parallel to the indoor service center. The loaner car is ready and fueled outside your service writers cubicle. They have a transponder (electronic toll fee) mounted, and I was told don't worry about fuel levels as long as it makes it back to the dealership. Lexus customer service is THE best customer service I have ever experienced out of Lexus, Acura, Infiniti, Honda, Nissan, and Mercedes. The brand that interests me the most moving forward is Porsche. The guy working on your Porsche is also working on other 911's, Caymans, etc... It gives me a better sense of security. The only thing keeping me away from Porsche is their styling. I would love to own a 991 GT3 but I can't stand the squished beetle/Kermit on four wheels look. 918 is the exception due to the mid engine set up, but is financially unobtainable. I also would feel more comfortable leaving an R8 at an Audi dealership and a 458 at a Ferrari dealership. I'm concerned because the new NSX has so many new technical advances and automobile complexities that I'm scared to leave it to the average tech. How many other NSX owners have been thinking about these issues?

 

[docjohn]

Thats allot of issues...:wink:.....your local dealership experience varies wildly with who owns the business...The great thing about a new car is the warranty.....Its on them to make me happy if I by the new car.

 

[simplife]

So if I leave my 17 year old NSX at my Acura dealership for service, I should expect them to give me a free loaner car (MDX with Tech)? Do you have a deposit down for the new NSX?

 

[Speedmaster]

I think one of the downfalls (prospective buyer aspect/non current NSX owners) of the NSX and GTR are its' parent company. I mean it in an exclusive/prestigious customer service kind of way. How many of you feel comfortable dropping off your NSX or GTR to an Acura or Nissan dealership. When bringing in the NSX and GTR in for service, I've never felt like I bought a special car. When I drop off the GTR for service, I am handed Nissan Sentra keys for a loaner. I'm not expecting another GTR for a loaner, but at least a 370z or a premium trimmed Maxima. The Sentra I received had cloth interior with no navi. While I know its only a loaner, it gives me the perspective that Nissan doesn't really care about customers who bought their high dollar vehicle. The only plus is that only a "certified" GTR mechanic could work on the car. For this reason I will NEVER own another Nissan. Now at Acura when I bring in the NSX for service, ACURA at least tries to cater and gave me keys to an MDX with tech package. But my gripe is the tech working on my NSX doesn't have to be an NSX specialist, can be any mechanic they employ and that scares me.



I don't think sub par customer service is a Japanese thing because when I bring in the Lexus LS in for service, they have the service writers offices parallel to the indoor service center. The loaner car is ready and fueled outside your service writers cubicle. They have a transponder (electronic toll fee) mounted, and I was told don't worry about fuel levels as long as it makes it back to the dealership. Lexus customer service is THE best customer service I have ever experienced out of Lexus, Acura, Infiniti, Honda, Nissan, and Mercedes. The brand that interests me the most moving forward is Porsche. The guy working on your Porsche is also working on other 911's, Caymans, etc... It gives me a better sense of security. The only thing keeping me away from Porsche is their styling. I would love to own a 991 GT3 but I can't stand the squished beetle/Kermit on four wheels look. 918 is the exception due to the mid engine set up, but is financially unobtainable. I also would feel more comfortable leaving an R8 at an Audi dealership and a 458 at a Ferrari dealership. I'm concerned because the new NSX has so many new technical advances and automobile complexities that I'm scared to leave it to the average tech. How many other NSX owners have been thinking about these issues?

You cover a decent amount of ground here. Let's run through the ones I picked up on my first read:

Tech competence at dealership...I think that since our cars are at worst 24 and at best 10 years old, it is not unrealistic that the techs have moved on to focus on other models. After all, how many NSXs are making it to the dealer for servicing? If I had my way, I would prefer an independent to work on mine. But, I have two excellent techs still working nearby and I will use them as long as they are interested/invested in the NSX.

Service levels...I think they can vary wildly between locations, ownership, profitability, affluence of MSA, and on and on. I would expect that a dealership selling high-end vehicles in general (most Lexus) would give me a better experience. A mixed dealership (Lexus, other) not as much. My Acura dealer closest to me was very nice, had a super nice lobby complete with free wifi, cafe, computers, several television rooms, etc. The Lexus shop across the street is not nearly as nice. Over the bridge, adjacent is the Mercedes shop. Never been in there but it sure looks nice from the outside. The Acura shop in the western suburbs that I recently went to was spartan but they handed me a set of keys to a new TLX. I even told them I just needed a ride to the train but they insisted I use the car.

Which brings me to a loaner. I really don't expect a loaner unless I bought the car from them and it is under warranty yet. I do get worked up when I am given a loaner that is levels below my car, especially if my loaner warranty calls for an exact match (my Buick Enclave was like this.) I also find it annoying when the loaner is really the car rental place. Bad customer service...but first world problems, right?

What I am sensing in your post though is that you value the money you are spending on the car and you expect a certain level of "return" or "service" for using their service department. I get that. It is a fair response and when I feel I am not getting that level of service, I vote with my wallet. I have no problem letting someone know when an issue exists. If it is something I can easily replace at another dealer, I may not say anything and make the change on the next service. If I have to use the dealer, then I am more vocal, taking a, "how do we make this better for us all" approach. Usually that works. When it doesn't, then a call to the owner/CEO is usually helpful.

My answer may be long but it has me rethinking how I want to approach this spring and the work I need to get done on mine. So, thanks!

 

[drtruong]

I would feel lucky to have a car to drive home after dropping the car for the service, rather having my wife/friend to pick me up at the dealer.

If they lent me 370Z to drive home and knowing it is a loan car....Several possibilities would be: 1) I would probably drive so hard and wreck it . 2) I would let my friends track it for a day and cause severe engine damage. and 3) I would let my 17 yrs old child to drive and crash it or maybe would kill himself in the wreck.

Who would be liable for it and probably file a law suit against the dealer ( who knows what those hungry, bastard attorneys would use their legal terminology for the law suit)?

They would give you Nissan Sentra to get from point A to point B and bring it back after your car is done. And no one would have any temptation of driving it.

 

[nsXgnX]

"If they lent me 370Z to drive home and knowing it is a loan car....Several possibilities would be: 1) I would probably drive so hard and wreck it . 2) I would let my friends track it for a day and cause severe engine damage. and 3) I would let my 17 yrs old child to drive and crash it or maybe would kill himself in the wreck."

Dr. Troung is your response in sarcasm? What mature adult would do any of what you have mentioned? Is this an NSX forum or a Scion forum? When I mentioned 370z or Premium trimmed Maxima, it wasn't about performance or joyride, but it was about a loaner vehicle that is as closest to your vehicle. While I know these are Halo cars to their respective brands, I think the manufacturers should recognize these limited buyers. The NSX and GTR suffers from this and if Toyota builds the FT1 as the new Supra, that too will be in the same scenario. Even Hyundai has valet service for Equus owners. They pick up your car, deliver a courtesy vehicle, and return your car when service is completed. When purchasing 100k+ cars, to me personally it's not just about the vehicle but the whole ownership experience.

 

[BB]

Most Acura dealers provide a higher level of service than a Nissan dealer! The Nissan dealer is likely to provide a lower level of service similar to that of a Honda or Toyota dealer since those are their main competitors. While the Acura dealer's level of service is likely to fall somewhere between the Honda dealer and a Lexus dealer. The worst Acura dealers are only marginally better than a Honda dealer, but the best Acura dealers are as good as the best Lexus dealer.

Last time I took my 91 NSX in to be serviced at my Acura dealer....

- They provided me with a choice of a 2014 MDX or TL for my loaner car. Both those cars sticker for over $40,000 and had in dash navigation. While I prefer driving the NSX, the brand new loaner car was in many ways nicer than my older NSX.

- They let me keep their loaner for over a month while we waited for some parts to arrive from Japan. They said they didn't care how many miles I put on the car. Nor do they require you to refuel the car before returning it.

- When I dropped my NSX off they had their most senior tech (who does all the NSX work) come out and drive it into the shop. They told me my car would stay inside their shop the entire time it was there, never to be left outside on the lot at night. Furthermore they said this same senior tech is the only one who would ever drive my car. They said all this without me even asking. When I made a positive comment about this they told me "we do this for all NSXs since we know the owners are more picky."

- The waiting area resembles a small cafe with tables and chairs. There's free espresso, other drinks, and WiFi.

- The whole building including the inside of the shop is very spacious, new, and clean looking.

 

[nsxtacey]

It really depends on the dealership. Like above my car was always kept inside and only the master tech gets to work on it. The owner of the dealership is a big NSX fan and owner also so it is extended to the customers that bring in theirs for service.

The loaner depends on the manufacture's policy since they give loaners to the dealers. At Audi if you bring in a A8 or R8 for service they have to give you an A8 but thats their policy.

 

[The King]

It's news to me that manufacturers "give" loaners to dealers. Any car delivered to our lot are paid for at, or even before time of delivery. At that time the the dealer owns the cars. I see how a large number of our customers use and take care of their new cars. If that is how well they treat their own vehicles, why would dealers even want to give them a beater to use. In our area many dealers have no lender cars at all. We have several that we use, but they are't new. They come back often filthy, bone dry of gas, and many times dinged and damaged. Most times nothing is said by the customer.

So for a $50.00 synthetic oil change we most times wash and vacuum the customer's vehicle, go through a multipoint inspection to make sure everything is in good order, and have it all completed in a timely manner. By the time the overhead and the mechanic are covered, how much profit do you think is left over? Enough to lend everybody new cars to go bomb around in? Oh that's right the manufacturers supply the new cars for everybody!

Some people have some pretty high expectations on what they expect for service. I wonder if they are that amazing and accommendating at their business or workplace. I doubt it, as many live in the dream world of government employment.

 

[Bram]

U

Most Acura dealers provide a higher level of service than a Nissan dealer! The Nissan dealer is likely to provide a lower level of service similar to that of a Honda or Toyota dealer since those are their main competitors. While the Acura dealer's level of service is likely to fall somewhere between the Honda dealer and a Lexus dealer. The worst Acura dealers are only marginally better than a Honda dealer, but the best Acura dealers are as good as the best Lexus dealer.

Last time I took my 91 NSX in to be serviced at my Acura dealer....

- They provided me with a choice of a 2014 MDX or TL for my loaner car. Both those cars sticker for over $40,000 and had in dash navigation. While I prefer driving the NSX, the brand new loaner car was in many ways nicer than my older NSX.

- They let me keep their loaner for over a month while we waited for some parts to arrive from Japan. They said they didn't care how many miles I put on the car. Nor do they require you to refuel the car before returning it.

- When I dropped my NSX off they had their most senior tech (who does all the NSX work) come out and drive it into the shop. They told me my car would stay inside their shop the entire time it was there, never to be left outside on the lot at night. Furthermore they said this same senior tech is the only one who would ever drive my car. They said all this without me even asking. When I made a positive comment about this they told me "we do this for all NSXs since we know the owners are more picky."

- The waiting area resembles a small cafe with tables and chairs. There's free espresso, other drinks, and WiFi.

- The whole building including the inside of the shop is very spacious, new, and clean looking.

This is the type of service NSXCC members get from our Acura dealer.
I also understand that Acura is rolling out a Red carpet type service for the New NSX. I have found that Acura service is a notch about the others, even my Honda dealer would give me a loner for a $50 oil change (I do have to book the service and the loaner). Perhaps in the US it is a different or it differs by dealership.

Bram

 

[CStricker]

Most Acura dealers provide a higher level of service than a Nissan dealer! The Nissan dealer is likely to provide a lower level of service similar to that of a Honda or Toyota dealer since those are their main competitors. While the Acura dealer's level of service is likely to fall somewhere between the Honda dealer and a Lexus dealer. The worst Acura dealers are only marginally better than a Honda dealer, but the best Acura dealers are as good as the best Lexus dealer.

Last time I took my 91 NSX in to be serviced at my Acura dealer....

- They provided me with a choice of a 2014 MDX or TL for my loaner car. Both those cars sticker for over $40,000 and had in dash navigation. While I prefer driving the NSX, the brand new loaner car was in many ways nicer than my older NSX.

- They let me keep their loaner for over a month while we waited for some parts to arrive from Japan. They said they didn't care how many miles I put on the car. Nor do they require you to refuel the car before returning it.

- When I dropped my NSX off they had their most senior tech (who does all the NSX work) come out and drive it into the shop. They told me my car would stay inside their shop the entire time it was there, never to be left outside on the lot at night. Furthermore they said this same senior tech is the only one who would ever drive my car. They said all this without me even asking. When I made a positive comment about this they told me "we do this for all NSXs since we know the owners are more picky."

- The waiting area resembles a small cafe with tables and chairs. There's free espresso, other drinks, and WiFi.

- The whole building including the inside of the shop is very spacious, new, and clean looking.

I was very happy and satisfied with Acura of Fremont with Justin Winn (PATCHEZ on here) as my service advisor.

I was given a brand new MDX as a loaner. No mileage restrictions, but I had to pay for gas, and had to stay within a 50 mile radius of the dealership. No complaints there.

I'm not sure who exactly worked on my car, but Justin assured me it would be someone very familiar with the NSX.

I would not hesitate to bring my car back there again.

As for Honda dealers, my wife brings our CR-V to the local Honda dealer, Anderson in Palo Alto. They have Internet, coffee, and they always do the work in a timely manner. I'm happy with them too.

Anyway, OP, I get what you are saying and completely agree. I've never, ever heard anything bad about a Lexus dealership. Acura needs to step it up to that level.

 

[N Spec]

I think this is a gratuitous topic. There is a difference between Courtesy expected and paying the extra premiums that say Ferrari or a high restaurant demands for the same type of performance/nutrition that dish out the extra quality in customer service, because one paid for it largely in the upscaled pricing.

Also, like some others have mentioned, all dealers are not equal and largely depends on ownership and location.

 

[BB]

The loaner depends on the manufacture's policy since they give loaners to the dealers. At Audi if you bring in a A8 or R8 for service they have to give you an A8 but thats their policy.

My understanding has always been that it's the dealer's prerogative to decide what (if any) to provide for a loaner car. I found on r8talk.com R8 owners who were angry because their dealer gave them a VW Jetta as a loaner or even no loaner at all! Yet other owners got an R8, A8, or even RS* for their loaner. I'm not sure where these owners are located but here in the US there are many combined VW/Audi dealers which might explain some of the bad experiences.

 

[Ira]

Was this a Seattle based dealership?

- - - Updated - - -

Most Acura dealers provide a higher level of service than a Nissan dealer! The Nissan dealer is likely to provide a lower level of service similar to that of a Honda or Toyota dealer since those are their main competitors. While the Acura dealer's level of service is likely to fall somewhere between the Honda dealer and a Lexus dealer. The worst Acura dealers are only marginally better than a Honda dealer, but the best Acura dealers are as good as the best Lexus dealer.

Last time I took my 91 NSX in to be serviced at my Acura dealer....

- They provided me with a choice of a 2014 MDX or TL for my loaner car. Both those cars sticker for over $40,000 and had in dash navigation. While I prefer driving the NSX, the brand new loaner car was in many ways nicer than my older NSX.

- They let me keep their loaner for over a month while we waited for some parts to arrive from Japan. They said they didn't care how many miles I put on the car. Nor do they require you to refuel the car before returning it.

- When I dropped my NSX off they had their most senior tech (who does all the NSX work) come out and drive it into the shop. They told me my car would stay inside their shop the entire time it was there, never to be left outside on the lot at night. Furthermore they said this same senior tech is the only one who would ever drive my car. They said all this without me even asking. When I made a positive comment about this they told me "we do this for all NSXs since we know the owners are more picky."

- The waiting area resembles a small cafe with tables and chairs. There's free espresso, other drinks, and WiFi.

- The whole building including the inside of the shop is very spacious, new, and clean looking.

Was this a Seattle based dealership?

 

[Honcho]

Most Acura dealers provide a higher level of service than a Nissan dealer! The Nissan dealer is likely to provide a lower level of service similar to that of a Honda or Toyota dealer since those are their main competitors. While the Acura dealer's level of service is likely to fall somewhere between the Honda dealer and a Lexus dealer. The worst Acura dealers are only marginally better than a Honda dealer, but the best Acura dealers are as good as the best Lexus dealer.

Last time I took my 91 NSX in to be serviced at my Acura dealer....

- They provided me with a choice of a 2014 MDX or TL for my loaner car. Both those cars sticker for over $40,000 and had in dash navigation. While I prefer driving the NSX, the brand new loaner car was in many ways nicer than my older NSX.

- They let me keep their loaner for over a month while we waited for some parts to arrive from Japan. They said they didn't care how many miles I put on the car. Nor do they require you to refuel the car before returning it.

- When I dropped my NSX off they had their most senior tech (who does all the NSX work) come out and drive it into the shop. They told me my car would stay inside their shop the entire time it was there, never to be left outside on the lot at night. Furthermore they said this same senior tech is the only one who would ever drive my car. They said all this without me even asking. When I made a positive comment about this they told me "we do this for all NSXs since we know the owners are more picky."

- The waiting area resembles a small cafe with tables and chairs. There's free espresso, other drinks, and WiFi.

- The whole building including the inside of the shop is very spacious, new, and clean looking.

I have had a similar high level of service at Mile High Acura. They always give me a loaner- any one I want. I had a full MDX Tech for over 2 months while my HG was being done and they never gave me any trouble about it. They always cut me deals on prices and only let one tech touch the NSXs that come in the service bays. Maybe it is because I own a NSX, but I even get the "white glove" service from them on my RDX too. Not all dealers are this way though. I remember in the early-mid 90's, Acura service was a real treat. They treated you like a king back then. Now, I feel like it has gotten more pedestrian and "normed" to the rest of the brands.

 

[nsxtacey]

My understanding has always been that it's the dealer's prerogative to decide what (if any) to provide for a loaner car. I found on r8talk.com R8 owners who were angry because their dealer gave them a VW Jetta as a loaner or even no loaner at all! Yet other owners got an R8, A8, or even RS* for their loaner. I'm not sure where these owners are located but here in the US there are many combined VW/Audi dealers which might explain some of the bad experiences.

The Audi dealer's service consultant told me Audi's policy when I took in my S5 for service and he said he had to give me at least an A6 or Q5 since they don't use A5 loaners. My experience with Acura dealers is that you have let them know at least a week ahead that you need a loaner. But if you need a couple of thousands worth of work, a loaner becomes available. Though I'm sure there are exceptions based on availability. Once I had an Integra but got a brand new RL loaner.

Now the new NSX is over 150k I would hope they give something more than an ILX as a loaner. But hands down, Acura service waiting lounges have way more amenities than other auto makers I've been to.