How come there are more stress at service than the...

How come there are more stress at service than the sales? Since Lexus introduced "negotiation-free dealerships" (in 2015), customer would expect to have better premium experience without having to bargain on every details, unless for some integrity concerns or personality issues.

On the other hand, the service department (with some workload when the product has problems) are facing all sort of complains when customer is irritated by any quality issues from beloved car. It is a very emotional business. Not everyone can stay rational thru the process.

No matter how much Lexus claims "Secret to Success is Customer Satisfaction", seems like a customer can never receive a welcome (or the attitude) from service department as warm as from the sales. Because it is a comparison of "here comes the trouble maker" vs "here is the money!"

Every smile, gesture, or micro expression is so critical thru the process (from greeting to closing). Sometimes, the sales made promise (most of time vocally) that the service department could not commit. Would Lexus expect customer to believe it is just a misunderstanding or a trick under cover of a brand name?

2019.05.01.

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Update (2019-05-13):
After 3 days (since last Friday), the service found several places causing rattling/clicking noise (at driving). Also, since we are 50+ miles away from the store, the great sales guy had promised to return the loaner car for us.