Poor Service From Car Dealer

Submitted: Saturday, Nov 18, 2006 at 07:06

ThreadID: 39547 Views:2890 Replies:5 FollowUps:10

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Topend

Where I live there are two dealerships for my make of vehicle, one in the city and one 20km south. They are both the same company. I have bought three cars from this company since 1999.

Over the years I have had some poor service from the one located near where I live but yesterday took the cake.

My vehicle is brand new with only 1200km to date. I was fitting a dual battery tray which involve relocating the power steering reservoir and fitting a longer hose. When the job was completed I drove in my wife's car to get some fluid from the local dealer.

They did not have the correct fluid for my vehicle so I asked for the specifications so I could get it at a auto shop. They refused to tell me and suggested I read my owner's manual. Instead of just driving around the corner to the auto shop I had to return home, get the manual then drive back again.

Another example of poor service from this dealership is when I brought my previous vehicle which I had located on their web site. I walked around the car yard for 20 minutes without being served. I then drove into the city dealer and bought the same vehicle through them. The salesman at the first yard lost the sale. It goes without saying I didn't buy my current vehicle from them either.

I have another story but I think I have made my point. In the end I either get my car serviced at the city dealership or mostly at the local Ultratune and am happy with their service. The bad dealership has lost two sales and numerious servicings.

Topend.

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Reply By: Glenn WA - Saturday, Nov 18, 2006 at 07:37

Saturday, Nov 18, 2006 at 07:37

Hey Topend
I just bought a 4wd from someone who actually gave a damn. Went to one place with my usual flannel shirt and they must have thought I was a bum.(knucle head). Had the cash and another guy who gave a damn got the sale. Spent $74 on a TD cruiser. Happy as a pig in poo.
Cheers , Glenn

go hard or go home.....

ps..fremantle toyota , no affilliance

AnswerID: 205572

Follow Up By: Redeye - Saturday, Nov 18, 2006 at 08:29

Saturday, Nov 18, 2006 at 08:29

Glenn,

Sure you spent $74 on the vehicle. If you fill the fuel tank up you will more than double its value.

Did you mean $74K ?

Redeye

FollowupID: 465555

Follow Up By: Outnabout David (SA) - Saturday, Nov 18, 2006 at 21:54

Saturday, Nov 18, 2006 at 21:54

My view has always been .....even knucleheads,bums, tyre kickers and flannel shirt wearers buy products some time. Treat them right and it may be your lucky day. And if not today then they might just remember your service and come back tomorrow,

FollowupID: 465625

Follow Up By: Scubaroo - Saturday, Nov 18, 2006 at 22:37

Saturday, Nov 18, 2006 at 22:37

I was refused a test drive in a second hand vehicle at Southen Mitsubishi in Melbourne - only thing I can put it down to is that the salesman must have thought we were tyre kickers. I bought my vehicle elsewhere, and I won't get it serviced there either, even though they are the most conveniently located.

FollowupID: 465632

Follow Up By: Bonz (Vic) - Sunday, Nov 19, 2006 at 09:32

Sunday, Nov 19, 2006 at 09:32

Even knuckleheads have big dollars and they spend it.

Once I went into a hotel in Melb, cold night, I was wearing a japara. Asked about their rates, and got the coldest shoulder, some throwaway line about "around $250". When I asked about package deals all I got was a blank stare.

When I mentioned that I wanted a deal for 100 nights a year they changed their tune and suddenly the marketing manager turned up. He asked how much I spent a year and I mentioned somewhere around $10k and his eyes lit up. Until I told him the place I stayed in at the time actually cared about the people who spoke to them unlike the people here. That was 10 years ago and $120000 or so in dollars, good decision eh?

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FollowupID: 465669

Reply By: Kev M (NSW) - Saturday, Nov 18, 2006 at 08:27

Saturday, Nov 18, 2006 at 08:27

I've had the same problem when buying my Triton, went to the local Dealer in usual singlet shorts and thongs. Was promptly told that I couldn't afford it and maybe buy a 2wd 2nd hand one.
FYI I had just returned fron East Timor so I was pretty cashed up.
Went to another dealer about 30 mins away on the same day fumming walked in asked for the new car sales manager and as luck would have it he was a bikie trying to earn a crust. He didn't give a bleep what I looked like and actually got one of his trainee salemen to watch and learn so to speak.
When I picked it up I went straight back to the 1st dealer and told the sales staff that they were a bunch of bleep s and that they would now have a tranished name at the Army barracks for customer service. ha ha ha ha ha

After the pruchase the dealers service department have let them down no end. They quote fixed price servicing but don't include lubricants etc in the cost, so what is the point of fixed price servicing when they don't include everything in a normal service.
I had to take it back 3 times for them to complete the service the last time I actually got under the vehicle with the service manager and his d!ck head mechanic (I mean Technician) and told him how to reach the grease nipple on the upper pitman arm. (you have to take the sump guard off)
After a few phone calls to the franchise owner and no answers to the problems I now get it serviced next door at the Nissan dealer who undercuts the Mitsibushi service cost by lots. They do a great job for a dealer.

So thats my gripe for the day cheers

Kev

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AnswerID: 205578

Reply By: Pezza (Bris) - Saturday, Nov 18, 2006 at 15:02

Saturday, Nov 18, 2006 at 15:02

Hi Topend,
Are you sure you didn't upset the Tully dealer on one of your previous unpleasant "poor service" visits to cop that sort of a response this time ?

:-))))
Avagoodn
Pezza

AnswerID: 205612

Follow Up By: Topend - Saturday, Nov 18, 2006 at 15:15

Saturday, Nov 18, 2006 at 15:15

Hi Pezza,

No I did not upset them.

No they are not from Tully.

For the record the yard in the City has been great for the 4 years I have been dealing with them. It's only their other yard that has poor service. I'm sure I'm not the only one so it makes me wonder how many other customers have taken their business elsewhere. At least I stayed with the brand, others might have gone to another.

Topend.

FollowupID: 465584

Follow Up By: Pezza (Bris) - Saturday, Nov 18, 2006 at 19:58

Saturday, Nov 18, 2006 at 19:58

No worries Topend,
I just remember that someone had a similar problem with a dealer in Tully a little while ago and thought it was you ( was too lazy to search, lol. )
Always makes me wonder though how businesses like that not only stay in business but a lot of them get bigger !

Avagoodn
Pezza

FollowupID: 465612

Follow Up By: Blaze - Sunday, Nov 19, 2006 at 02:11

Sunday, Nov 19, 2006 at 02:11

Hi Topend,

I hope you have asked to see the owner/manager. As a business owner. I know personally how bad service can affect business. 3 yrs ago we noticed quite a large loss in business, I traced it to 2 sales staff who were pi$$$ng around all the time and not serving customers in the way they had been instructed. Only problem was some of my regular customers said to me after I dismissed them they had seen all of this going on. I said to them, if they had only let me know earlier I could have fixed the problem and saved losing some customers and my reputation. We have since reastablished our reputation and are pretty busy.

FollowupID: 465650

Reply By: GaryInOz (Vic) - Saturday, Nov 18, 2006 at 15:37

Saturday, Nov 18, 2006 at 15:37

Simple answer. If there is no underlying reason why you MUST take your vehicle to a dealer for service (ie leased vehicle, etc), THEN DON'T.

Dealers make the bulk of their money from sales of new/used vehicles. They would generally not want to have to service the vehicles. They try and fleece anyone that uses their servicing (look on your last servicing docket: "remove, inspect, replace" ie YOUR money/time wasted), and generally the attention to detail is not as good as a specialist in the area of interest. Dealers always have a "fall-back" onto their sales cash flows.

Specialists have a reputation to defend and derive their sole income from their area of interest. It really doesn't pay them to stuff their customers around. They are generally cheaper, and have access to parts that are of equal quality to the original (ie bearing sets, oil seals, autoelectric bits 'n pieces, brake pads, oil, etc, etc, etc). Best of all you are supporting a "Little Guy" and a local business.

Is it any wonder that Dealerships are jokingly called "Stealerships"?

AnswerID: 205616

Follow Up By: Muzzgit [WA] - Saturday, Nov 18, 2006 at 19:32

Saturday, Nov 18, 2006 at 19:32

Have to disagree with you there.

Competition from other yards of the same brand, or competition from other brands means quite often a new car brings limited GP [gross profit] to the company. Certainly not enough to pay everyone and keep the lights switched on and pay for insurance etc.

That doesn't even cover the finance they have on every pre owned car in the yard.

If it wasn't for exorbitant service costs [read - rip off] and over-inflated [read - rip off] spare parts pricing, most dealerships would not make enough money to remain viable.

I have not worked in a car yard, but I used to have good friend who was a salesman.

FollowupID: 465607

Follow Up By: Outnabout David (SA) - Saturday, Nov 18, 2006 at 21:50

Saturday, Nov 18, 2006 at 21:50

Gary,

You obviously have no experience in the Motor Trade or at least none in the last few years to make comments like that.
I will give you the big tip the only time money is really made on a new vehicle is when there is a waiting list and then you will find that dealers will still heavily discount to get the deal.
You watch when a new 4by is released they are sold at full retail but a few weeks on there are big discounts on offer.

FollowupID: 465624