I had a new Lexus IS200 back in 2003 and the service at Lexus was second to none. When I was in the service area I was chatting to another new owner who had just stepped from Jaguar to Lexus. He was telling me when he purchased his previous Jag new the gear knob started cracking. He complained to Jaguar and they said they would order him a new one, 1 month wait. He had previously also test driven a Lexus but concluded it was the Jag he wanted. The salesman from Lexus called him 1 week into ownership of his new Jag to see how he was finding the car. He told the Lexus salesman the story re the gear knob and having to wait 1 month for a replacement. 3 days later he received a package in the post from Lexus. It was a new gear knob for his Jag, with a note in it "Courtesy of Lexus".
Now thats customer service !!. What a great touch.
Payco