GR86 GR86 - Service Plans

RumbleandSway said:
3, 5 or 10 year service plans make me uneasy. I get the economics - inflation proofing and all that - and it’s tempting.

However, with many years in sales, these ‘deals’ smack of “great for the salesperson but cr%$ [poor] for the customer”.


Once the service plan commission has been paid what margin is left for the dealer who actually services the vehicle?

Do service plans make us low-priority customers or high-priority customers? There’s no obvious value-ad or benefit other than inflation proofing. Or am I wrong?

I suspect they make you a low-priority customer; a recipient of hygiene levels of performance and execution at best. There’s no incentive to go the extra mile or secure future loyalty.


Correct me if I’m mistaken but the plan is not only transferable but portable? So any dealer has to honour a service plan [which they may not have earned a commission on] and then claim back their costs and margin through Toyota Head office?


So my problem is there’s no incentive to surprise, delight or retain the customer through price, execution or delivery.


If this sounds cynical let me share the thoughts of a relative who operates a car dealership up t‘North:

- “customer screws me into the ground on purchase price and discount - why would I bother to help them out two or three years down the line?

- Customer who doesn’t screw me into the ground, returns for MOT, service, parts and accessories - needs help on Christmas Eve two years later…. I go out of my way to help them. Hell, I get in my car, meet them at the roadside and drive them to the party.”


Anecdotal and non-scientific but we all got to earn a living and the dealers make their margin from finance, GAP-Insurance, paint protection and alloy wheel Insurance.

May explain why dealer customer service is underwhelming and why they aren’t thrilled by a centralised direct/on-line sales process.

I’ll be working on building a relationship with my local dealer and following the pay-as-you-use route .
Click to expand...

I used to be a service manager at a main dealership. Service plans were massively pushed (overly so, in my opinion) by head office to retain customers - it’s a guaranteed workshop visit, with the potential upsell opportunity from additional work the car may need, especially as it ages. Their standard was every customer had to receive a service plan quote on every visit unless they had one, which I found cringeworthy and overbearing.

There were two different types - those administered by the manufacturer, sold with a brand new car, and those administered by EMAC, which could be sold with a new car, but were mostly sold as a standalone plan or with a used car. They paid similar labour rates (around 2/3rds of standard retail) and usually demanded a discount off parts.

We treated all customers equally, whether they had a plan or not, fleet, Motability or retail. My ethos was to deliver an open, honest and decent customer experience, and keep people wanting to return, rather than lock them in with service plans.

It worked, as out of 250 odd dealerships in the UK, we were at one point in the top ten for customer satisfaction, and consistently in the top quartile.
 
Itcaptainslow said:
I used to be a service manager at a main dealership. Service plans were massively pushed (overly so, in my opinion) by head office to retain customers - it’s a guaranteed workshop visit, with the potential upsell opportunity from additional work the car may need, especially as it ages. Their standard was every customer had to receive a service plan quote on every visit unless they had one, which I found cringeworthy and overbearing.

There were two different types - those administered by the manufacturer, sold with a brand new car, and those administered by EMAC, which could be sold with a new car, but were mostly sold as a standalone plan or with a used car. They paid similar labour rates (around 2/3rds of standard retail) and usually demanded a discount off parts.

We treated all customers equally, whether they had a plan or not, fleet, Motability or retail. My ethos was to deliver an open, honest and decent customer experience, and keep people wanting to return, rather than lock them in with service plans.

It worked, as out of 250 odd dealerships in the UK, we were at one point in the top ten for customer satisfaction, and consistently in the top quartile.
Click to expand...
So would you recommend GR86 buyers here to get a 10 year plan, or not bother?
 
911sse said:
If you take out a 10 year plan (and in my case I will ask for no roadside assistance, as it's 'free' though the back) I am assuming it can transfer as mentioned above, or if the new buyer at that time in say 5 years does wish to take on the burden?
Click to expand...
The 3 year plan has the benefit of breakdown cover years 2 and 3. The 10 year plan doesn’t.

I got the 10 year one on the monthly payment because if you sell the car you can cancel it or the new owner can take it over.
 
911sse said:
If you take out a 10 year plan (and in my case I will ask for no roadside assistance, as it's 'free' though the back) I am assuming it can transfer as mentioned above, or if the new buyer at that time in say 5 years does wish to take on the burden?
Click to expand...
It's transferrable with the car.

Assume you'd also want to increase the asking price a little as the car would come with fixed priced servicing.

Not sure that's a burden? 🤷🏼
 
TOL sorted mines out for me, just a bit of advice for anyone in N.I. make sure you ask for a quote without the MOTs. Because due to the need for MOT's in NI to take place at dedicated centres and not approved garages, Toyota are not able to offer that part in the service pack.

*Due to differing requirements for MOT fulfilment by the DSA in Northern Ireland, MOTs are not included In Service Plan Plus packages sold in Authorised Toyota Repairers in Northern Ireland. Pricing is reduced to reflect this, and your Authorised Toyota Repairer will be able to advise you of further details on request. Please see our full Terms & Conditions

10 YR service pack with MOT = £4363.80
10 YR service pack without MOT = £3925.00
 
Just had the following email from my dealer and it made me sit up and take interest. £27 over three years is £972. The current service prices over that period (2x intermediate @ £315 and 1x full at £470) would total £1100.
1696946353781.webp


Figured a £128 discount would probably be worth setting it up and was about to call, then I scrolled to the bottom to check the disclaimer noted in the text:

1696946390158.webp

I've had the vehicle for almost a year now. What's the point of sending me an offer they know can't partake in?

I am honestly thinking I might just not bother with Toyota servicing and take it to Abbey Motorsport who wont charge me 300 quid for an oil change.
 
Conscript said:
I am honestly thinking I might just not bother with Toyota servicing and take it to Abbey Motorsport who wont charge me 300 quid for an oil change.
Click to expand...
Mine is booked in with them at the end of the month.

Toyota GB have been absolutely abysmal with this car, I don't want any more involvement with them.
 
ZN8 said:
Mine is booked in with them at the end of the month.

Toyota GB have been absolutely abysmal with this car, I don't want any more involvement with them.
Click to expand...
I was thinking that objectively, taking it to Toyota was the better option - they are closer, a full main dealer service history is usually more attractive, and I figured it would be best to have a relationship with the dealer for any "goodwill" if there's any warranty quibbles in the future. But after the debacle with the car being damaged at the dealer (not their fault I know), the paintwork repair needing rectification, and my suspicion that the kerbed wheel I have happened in their care, I'm thinking that I might just not bother. And Abbey have always been fantastic and I suspect they are probably more knowledgeable about the platform.

It annoys me that if I want a warranty longer than 3 years, I'll have to take it them. But again, I am considering seeing how it goes and just not bothering.
 
Conscript said:
Just had the following email from my dealer and it made me sit up and take interest. £27 over three years is £972. The current service prices over that period (2x intermediate @ £315 and 1x full at £470) would total £1100.
View attachment 21133

Figured a £128 discount would probably be worth setting it up and was about to call, then I scrolled to the bottom to check the disclaimer noted in the text:

View attachment 21134
I've had the vehicle for almost a year now. What's the point of sending me an offer they know can't partake in?

I am honestly thinking I might just not bother with Toyota servicing and take it to Abbey Motorsport who wont charge me 300 quid for an oil change.
Click to expand...
Just emailed my dealer asking about this, as the quote they gave me was £10 p/m more expensive!
 
Conscript said:
Just had the following email from my dealer and it made me sit up and take interest. £27 over three years is £972. The current service prices over that period (2x intermediate @ £315 and 1x full at £470) would total £1100.
View attachment 21133

Figured a £128 discount would probably be worth setting it up and was about to call, then I scrolled to the bottom to check the disclaimer noted in the text:

View attachment 21134
I've had the vehicle for almost a year now. What's the point of sending me an offer they know can't partake in?

I am honestly thinking I might just not bother with Toyota servicing and take it to Abbey Motorsport who wont charge me 300 quid for an oil change.
Click to expand...
I received a similar email today only it states £36 per month - collection planned for tomorrow.

Or maybe not - there’s a parking scuff to the front bumper and there’s some doubt about the ducktail install.

Thought all the gripes about Toyota and their dealers were exceptions… perhaps not?
 
be careful, the £27 is for the non GR models. i got the same email and when i called they quoted the £36 when i gave them the reg
 
I got mine in March and bought a second hand Aygo a couple of weeks previously and on collection I set up a service plan for both with dealer, £36 a month for GR and £30 a month as Aygo was second hand......both include MOT'S and breakdown for 2 years above the standard 1 year...Both cars will be run until they expire so I wanted to take advantage the 10 year 100k mile warranty.
 
Looking after your GR86 just got a whole lot easier.

For £36 per month, over three years, you can benefit from our service plan plus package - keeping you and your Toyota on the road with:


1696971073187.webp
 
You'd be better off signing up to the ten year deal at the same £36a month. The price is fixed too.
 
Having looked at the costs I'll probably stick with my local garage who have serviced my cars for over 25 years. Their manufacture Interim Warranty service (with specialist oils if required) is £135 vs £315 at dealership and Full Warranty service is £245 vs £470 dealership. If I keep the GR86 for a full 3 years that's £515 vs £1,100, which is a nice £585 saving. Over 3 years I'll use the dealership with a Toyota Club card (10% discount) just for the extended warranty. TBH though, I don't usually keep a car much past the first MOT as I like a change, just to keep the neighbours on their toes :LOL:
 
You must log in or register to reply here.
Back
Top