Post by Mark
I’ve had my Toyota FJ Cruiser for more than 3 years now and after just completing my 80,000KM service I think I’m in a good position to write a review about my experience with the dealer. My biggest concern when originally getting the FJ was the local dealers success. They sell a ton of cars everyday and I was worried I wouldn’t get any attention or be given any importance as a customer after the sale was completed. I was also concerned because of the amount of cars they sell, a simple oil change might be a very time consuming process. I got those concerns and more answered and they’re in my review below which I’ve divided into 4 parts; the buying experience, the quick service experience, the spare parts/service prices and finally the customer service.
The Buying Experience
This is by the far their weakest aspect. I purchased my FJ from their large showroom in Al-Rai, it’s not a pretty showroom and the cars are just lined up side by side like a supermarket shelf. They seem to have very few salesman and too many customers. I don’t think there is any other dealership in Kuwait that gets as crowded as the Toyota dealership. Not a good starting experience, but everything actually gets a lot better once you do buy a car.
If the buying experience was the weakest aspect, their quick service garages are their strongest. After buying my FJ I was given a list of quick service locations around Kuwait which I could go to to service my car. I found my preferred quick service location and started to pass by over the weekends to get my oil changed and the experience wasn’t that great since there would always be a long line. Then I found out that my quick service garage would actually stay open till 9PM and that’s when things became so much better. I just started passing by in the middle of the week during the evenings and the quick service garage would be completely empty. Actually, even if you pass by during the day in the middle of the week there would probably be just one car ahead of you, super convenient.
Spare Parts / Service Prices
I just performed my 80,000KM service which according to the service employee is the most expensive service for my car. I paid KD200 and that price included changing front and rear brake pads. A regular oil change also costs me I think like KD11 (my FJ takes 7 liters of oil). I had also purchased a discounted service package right after buying the car which lasted me till 60,000KM. Basically if the total amount of services was going to cost me say KD450 over the years, they offered me to pay around KD250 in advance and all my services would be covered till 60,000. They even offered me another discounted package when that had expired but I decided not to take it since I wasn’t sure if I was going to keep my FJ for another 3 years.
I love the customer service at Toyota from small things like getting a phone call to remind me about my car services to more complicated things like customer treatment. I actually had a really good experience with one of their employees just last week which is what actually led me to wanting to write this whole review. I won’t go into details because it’s a bit complicated to explain the whole scenario, but basically the service advisor called me and told me my car would be ready at 1PM the following day. I tried to push for the car to be done by 12PM since I had a meeting at 2PM and the service advisor said he would try his best. Next day I headed to Avenues which is near my service center to kill some time. 12:45PM the service advisor calls me to tell me my car is done but I would have to pass by after 2PM to pick it up because they have to wash it and the service center closes between 1 and 2PM for lunch. I got super pissed and told him how he had promised me to have the car done at 1PM even though I was pushing for 12. I also told him he should have told me they had a lunch break from 1 to 2PM since I could have been at the service center before 1PM to wait for my car to be ready. I told him I was at the Avenues now and would need more than 15 minutes to get to my car and then to get to the service center. He told me not to worry and that he wouldn’t go on his lunch break and I could come by between 1 and 2PM to pick up the car but that it wouldn’t be washed (which wasn’t an issue at all for me). So I got there around 1:15PM and the employee was extremely professional with me. Even though everyone else was on a lunch break, he got all my paperwork signed and walked me himself to the cashier and the collection point and then even brought up my car from the garages basement himself. I told him I was really impressed at how professional he was and loved how he managed to keep his composure while I was blowing up on him on the phone (I can be a dick when I’m pissed). I was really impressed and I don’t get impressed.
At first I thought I would email the dealer my feedback on my experience but then I was like you know what, it’s been three years of great service and people generally tend to write about stuff when things go wrong (like me with my bank last week). So I figured I would take the time and write up a review about my positive experience with a company in Kuwait. If you’re considering getting a car from Toyota, you should know you’re also probably getting the best after sales service as well.