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Understand
I also had a bad experience at Phillips! I won't get into detail about it other than being told something that was not true in order to convince me to buy. I ended up leaving with no fuss, going to another dealer of a different make and model of car and buying with cash. In reading the Dealer's response to this customer it only makes me glad that I didn't buy a car there and then face his wrath during maintenance/warranty activities. There is no justification for ever treating a customer in this way. There is a famous food Market up north in Conn. which was featured on 60 Minutes quite a while ago. It had 2 rules for all of it's employee's. Rule 1, "the customer is always right" Rule 2, Refer to rule 1 !!:ho:
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We only see one side of every story. That experience where you drive to see a car and are told it was just sold is unfortunately common. Is a scam-perhaps. When, they have you there they will of course try to sell you something else. That general manager, I do not know him but basic business skills you should never send something like that in writing. If, you tell someone off on the phone you can claim they misunderstood what you said. I was amused that Ford was mentioned. I had a Ford Taurus when they had many transmission issues. At 30,000 miles the transmission failed and they put in a rebuilt one at n/c. That one failed after about 20,000. Oh they charged me about 100,000 to tell me what I told them on the way in-the transmission is no good. They wanted me to pay like 2,000 to have them replace it yet again. I had a GM credit card at the time. Some kind of deal where you would earn credit against buying a GM car. I loudly paid that repair bill with my GM card. The fool behind the counter asked me if I was attempting to tell him something. My reply loud and clear in front of his packed with customers repair section was, no I am not trying to tell you something-you have been told. My two most recent cars have been GM and I have been happy with them both. I no longer drive nearly as much as I used to. There is a shortage of new cars. With the rise in gas prices as happened before, I will bet you can get a great deal on a used car that does not get particularly good gas mileage. No my car is not a big GM. I have a Chevy Malibu 31-32 mpg on the highway. |
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I got several horror stories at several brand of dealerships. Ford, Chevy, Honda, Dodge and yes the famed brand Toyota. Usually it not the brands, but level of training and putting customers first. experienced this at large city dealerships. Small town dealerships are usually much better. But, majority went away with mom and pop stores. I’ve had several fords and chevy’s only once was Ford was repaired by dealer for recall, it wasn’t broke till they recalled it, after that fuel pump when out ever 10,000 miles. Chevy was horrendous in 80’s, 90’s and early 2000’s Only problem I ever had with Honda or Toyota was servicing. Few people actually follow up on servicing. How hard is it to pull dip stick and check level or look spots after you move you’re car? I willing to guess that more than half servicing at dealerships are above the dipstick full mark. If you find good dealership IMO that’s rare, but if you don’t follow up on work you never know. |
Similar Experience
My husband and I went to the same dealership in January after seeing the car we wanted on their website. We were required to have an appointment and did so. We called about 30 minutes before leaving to confirm the car was still there and available. When we arrived, the manager met my husband and said they did not have that car on the lot, but tried to offer him a sports car instead. My husband was polite and we left. It wasn’t necessarily a waste of time. It simply eliminated that car dealership as one we wanted to do business with. This happened a few more times with other dealerships in the area. Their objective was to get us to their lot and attempt to sell us something from their inventory.
Dealerships must be somewhat successful as many play this game, but there are also those that do not. In the future, I would take the high road. Vote with your feet like we did. |
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The customer does NOT have the right to put their puppy in the shopping cart and claim it's a service animal. The rules for service animals are: 4 on the floor (all 4 paws must be on the ground at all times), 6' NON-retractable leash, and the dog isn't allowed to sniff at the products or the other customers. If the customer insists otherwise, then the customer is WRONG. The customer does NOT have the right to walk around the supermarket barefoot and shirtless. The customer who does that is WRONG. The customer who cuts in front of a line because he only has 3 things, and proceeds to complain that the cashier is an idiot for not accepting their gas card for payment, in a supermarket, is WRONG. The customer who complains that the cashier questioned an expired coupon from a different store, just because the customer knows that the manager will give her the discount if she yells loudly enough, is WRONG. It is that "customer is always right" nonsense that causes people to become Karens and Chads. Because too long, in too many places where employees have to deal with them, the management has insisted that these people should be treated with dignity and respect that they haven't earned. In StuVille, my store's policy would be "treat the customer like family. You don't have to like your family. You might even have a fight with family. You WILL roll your eyes at the crazy drunken uncle with the lampshade on his head at weddings and funerals. You WILL take the keys away from that uncle, and you WILL kick him out of the party if he starts dumping the punch bowl on Sissy's head. But if he comes in sober the next time and just wants to be remembered kindly, and treats the employees with that same kindness he expects, then give him that kindness." |
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You really need to mail all these post to them,so they can see all the possible customers they lost! |
all i can do is offer some advice. find a dealership & work with ONE person only--all the time. i use plaza lincoln, & if my gal has a day off or isnt in, i wait until another day when she is. she knows everything about lincoln like the back of her hand, & in turn -she knows what i expect on each visit. be friendly-mistakes can happen, it's how they deal with it that counts. life is too short to be upset over things like this, and yeah, i'm waiting on paul harvey:icon_wink:
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Squeaky wheel
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My husband went to look at his beloved Magnum 16 years ago. He walked into the dealership, read the month's sales-by-associate report on the whiteboard through an office window, and asked for the sales associate with the least amount of sales. He was very polite in refusing the price due to it having a sun roof he would never use. After several polite back-and-forths, they took the price of the sun roof off, and he bought the car.
As they say, you can catch more flies with honey than with vinegar. The Magnum has 200,000 miles on it, and DH is now extremely polite to Bobby at Accu-Tech. Frequently. |
Squeeky wheel
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Buying a car from a dealership can be a miserable experience for sure. But the thing that stands out to me is you said to Al ‘we are coming to look at the car’....you didn’t say ‘we will buy it, or hold the car until we get there in an hour or let me PayPal you $500 to hold the car until we get there’....you said you were coming to ‘look’ at it. A car dealership is in the business to sell cars. If someone walks in the door 2 hours before you get there and buys that car that is the way it goes. Car salesman get paid to sell cars so when they have a chance to sell it they are going to. What’s the old saying...a bird in the hand is worth two in the bush’! Well they had a buyer in hand with two in their car headed their way but they didn’t know if you were coming for sure or coming to buy for sure so they took the sure thing. They are a business trying to make sales so can’t really blame them.
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Don't buy a mustang. FORD Fix & repair Daily. We had a mustang big mistake. Toyota & Honda are excellent cars. Did you know that AL being online probably worked from home or not at the dealership? He should have called the dealership to make sure the car was available to drive & buy. Then given your name & told them you were on your way to see the car. He would have found at time the car had been sold. It was his error especially after he said it happens. If the car was sold 2 hours before it probably hadn't had time to be deleted from the inventory on the computer.
The salesman at the Toyota dealership didn't know what had happened & were trying to find out. I know how frustrated & upset you would have been but taking it out on people not knowing the situation with AL were just trying to help. It was AL you should have been angry with. Therefore management was defending his salesman. Management should have apologized to you & stated the online salesman don't coordinate with the dealership as they should have which would have saved you a trip to the dealership. Then he should have said "As I explained our personal had no idea what had happened therefore they were guite upset getting your verbal abuse & answered you accordingly. After he should have apologized for the mishap & offered you a free oil change or something. In today's world customer service is very limited. In our day they knew how to appease an irrate customer. Today everyone working feels they are doing you a favor for working & we should be honored even if they no nothing ir can't help you. |
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