Tag: experience

I just had one of the worst customer service experiences of my life, from a company that really ought to know better. You’d think in these hard times that a car dealer would be customer-focused, doing their utmost to make the customer happy and sell some cars. What I found instead was that this car corporation in general, and one dealership in particular, were at best, indifferent, and at worst, actively rude herunterladen. From personal experience, here is a detailed list of what NOT to do.

1. Acting like you have a captive audience. This is the only dealership of this type in this part of Los Angeles, and that being the case, they really don’t care if you buy a car from them or not. As they rudely told me many times throughout the three hours that I was there, “You need to decide whether you want this car or not. If you don’t buy it, somebody else will.” That did not have the desired effect of motivating me to buy the car; it made me want to get up and walk out pt sans font.

2. Lying. Both Financial Services AND the dealership lied to me repeatedly. Here’s an itemized list.

1. Corporate office told me that they would send the original title to the DMV so that I could register the car. They never did. They were lying to me even before I started the purchase process.
2. Financial Services told me I had three options: 1) send a check for the full amount canon drucker software herunterladen. 2) Turn in the car. 3) Go to the dealership and finance it. Nobody ever said I had the option to extend my lease. That may be a rare choice, but it would have made my life a lot easier to keep my low payment amount for a while, and I didn’t learn I had the option till after I left the dealership.
3. The salesmen (plural!) insisted that I had to get the car Certified or I couldn’t purchase it at all. One salesman in particular, lied to my FACE, claiming that that was California law herunterladen. When I pressed him, asking for the law, he said, as rudely as he could, “I don’t have to do that for you, I won’t go that extra mile for you.”
4. Told me that if I wanted to finance through the company, again, I had to get it certified, which cost TWO THOUSAND DOLLARS, insisting that they would make all repairs necessary and bring the car up to new car standards. All they did was change the oil and a couple of air filters. I GOT A TWO THOUSAND DOLLAR OIL CHANGE. This is NOT California law. It is a moneymaking scheme designed to pass money on to the dealership herunterladen.
5. After two and a half hours, they finally sent me to the finance guy to sign the papers. He claimed that the sales manager had misquoted the price and raised my monthly payment.
6. They promised me a loaner car while my car was being certified. This actually turned out to be a rental car from a third party, which took an hour of my day and caused me to miss out on an hour’s worth of work and pay adobe flash player für ipad kostenlos.
7. Claimed I couldn’t leave the car overnight to save myself a trip and being late to work the next morning. When I arrived to pick it up, in the service area, there was a dropbox where I could have left my keys overnight. The whole rental car fiasco was totally unnecessary. That’s a total of seven major lies, not even delivered politely.

3. Passing the buck Sky go pc. When I confronted the sales manager about the terrible experience I’d had, all he would say was “I never lied to you. It’s not my fault. I didn’t know. The employees should know better.” When somebody calls your company on a mistake, never EVER pass the buck, especially when you’re in a position to teach your employees the right way of doing things herunterladen. Take responsibility. Apologize. Make it right. Don’t blame your coworkers, and NEVER EVER blame the customer.

4. Throwing new employees in the deep end. New employees shouldn’t be allowed to handle customers till they know what they’re doing. The finance MANAGER had to tear up my paperwork four or five times because he was new and didn’t know their system open office download kostenlos deutsch windows 7. If you are handling big financial decisions, make sure your employees know what they’re doing and don’t raise the price on customers just as they’re about to sign a binding contract.

4. Being rude. If a customer asks a question, answer it straight out. If a customer disagrees with you, don’t get angry. Be calm and answer politely www.o2.de/retouren herunterladen. Diffuse the situation instead of making it worse. Don’t ever blame the customer. Never refuse to go the extra mile, and if you aren’t willing to do more, at least have the courtesy not to bark the fact at the customer.

5. Not fixing the problem. When I took to Twitter to voice my dissatisfaction, Customer Service simply said, “give us more information so we can document the incident.” They didn’t offer a solution, didn’t express a desire to help make it right. Not only did they put all the work on me, their only goal was to shut me up.

Bottom line, my experience with this company has been a total nightmare. I will never buy another car from them and I will do everything in my power to convince other buyers not to shop there, or at least not from this dealership. This has been a case study in what not to do: not only have they lost themselves a formerly loyal and vocal customer, they’ve gained a loud and angry detractor. This is what bad customer service does: it goes viral.