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Smart Shopper Customer Satisfaction Surveys
500 messages, Last post on Oct 27, 2008 at 12:50 PM
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Replying to: exb0 (Mar 12, 2007 11:36 am) -Moo |
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I'm especially interested in the perspective from the other side. I recently bought a new Fusion from a big dealer here in Houston. They were pretty bad - not horrible, but pretty bad. In F&I, we find out that it was not disclosed that this car has 880 miles on it. The sales guy hems and haws all over the place with everything but the truth. This was obviously used as a loaner or demo (did I mention it was missing the MSRP thing in the window too?) and was pulled because it met my (admittedly picky) criteria. We're ready to walk, and VERY slimy sales manager comes in to give us a discount. Oh wait, I mean scam us some more. We eventually get our discount. I am pissed at the dealership for trying every which way to pull one over on us, but all in all, I am VERY happy with the car and am OK with the price paid. I get it home and notice a deep, but very small gouge in the paint at the bottom of one of the doors. Obviously I signed at drove it away, so they're not liable anymore. They didn't have time to detail it that night, so I was told to come in this week and have that done. Here's my question. Is it OK to call the sales guy and tell him that I was not thrilled with the way he treated us, but that I'll give him 5s anyway if he'll have that gouge repainted and the license plate holder re-installed (it is crooked and off center) when I bring it in for detailing? Really I think he should get what he deserves, but I just want that gouge fixed. Is that something that Ford would arrange to have done if I contacted them, bypassing the dealer? Thanks all. |
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Replying to: sk8ermaiden (Apr 24, 2007 1:19 pm) Well, if he gets the gouge fixed and gets the license plate straightened, then maybe he deseves all 5s. Anyway, I think your plan is OK and I hope you like the car. Besides, maybe it is good the car has some miles on it. A lot of rattles appear in the first 1000 miles. If yours is quiet, that is a very good sign.
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Replying to: sk8ermaiden (Apr 24, 2007 1:19 pm)
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Replying to: bobst (Apr 24, 2007 1:33 pm) But the real kicker was him lying to us outright about what the car truly was. So yeah, I'd think he deserves less than perfect on his survey. Especially considering the car was most likely gouged while being driven as a loaner. That said, I'd still be happy as long as my car looked like new. The thing is, we would have bought the same car at the same price and been 100% happy if he had been up front with us. I'll admit "Get what he deserves" sounds a bit extreme.
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Replying to: british_rover (Apr 24, 2007 1:44 pm) Thanks
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Replying to: sk8ermaiden (Apr 24, 2007 1:19 pm) You need to call the dealer and tell them about the gouge and ask them to fix it. If they say no then note that on the survey. On a Ford survey there is a question that asks if you had any concerns after the sale, and if your concerns were addressed. Even if they fix it you should still answer your survey truthfully But using the survey as a bargaining chip is just another example of how the survey system is flawed and should be revamped big time.
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Replying to: sk8ermaiden (Apr 24, 2007 1:19 pm) but what is done is done now, so keep that in mind for next time. and i agree with joel - using the survey as leverage is only making the whole stupid survey process worse. i'd go back and talk to the manager, and if he doesn't comply, work your way up the food chain, indicating that their resistance to do the right thing will be reported to the BBB and others you know. fill the survey out honestly...(but also take into consideration how they handle this situation too) my two cents anyways... -thene 
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Replying to: joel0622 (Apr 24, 2007 4:08 pm) |
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Replying to: thenebean (Apr 25, 2007 4:32 am) I was in a tight corner because my engine needed costly repairs I didn't want to pay for, and I couldn't shop around as much as I liked. I only dealt with one dealership where I liked everyone I came in contact with, unfortunately the car was a round one production missing a feature present in the round twos, and the brakes were AWFUL. I wish I could just have them fix my car and still give them the score they earned, but I'm worried they won't do the right thing. The sales manager was by far the worst person I encountered there (in fact, the F&I guy is the only one who was really awesome). I don't have much hope for the rest of management. 
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