For the past 3 months I"ve owned the TL, I've been pretty impressed with the follow up that Acura does with its customers. At every juncture where you come into contact with Acura or its dealers, there is a feedback mechanism that pops up. You buy the Acura, they call you and email you a survey. You send in your car for your first service, they call you to check how things went.

Now whether or not this translates to better service or more responsiveness and action is up for debate but I really like how they maintain a proactive line of communication.

 

But all that is just a front unless you and other consumers have solid proof they do something with the feedback. They can collect all of the feedback that they want but if nothing is done with it, what's the point? It's not really a continuous line of communication unless something is done with your comments, whether positive or negative.

I've gotten probably as many surveys and follow-up phone calls as anyone, and while I've responded to most of the surveys, I've yet to see anything come out of the comments I've had -- and some of my comments (regarding build quality to Acura and service quality to a dealership) have been very caustic and to the point.

 

Had my TL for almost 2 months now and I've not had any follow-up regarding my new purchase or the two times it's been serviced by a local Acura dealer.

Sounds as if it might be up to the dealers to send out the feedback material....or at least some of it.