Well... I've just spoken to the dealer this morning (after we called them no less) The car's on the premises and is going to be ready for pick-up tomorrow! I would be excited but that's been dampened by one of the worse purchasing experience we've had buying a new car.
First of all, we're not unreasonable customers, we're not demanding the earth, we're not asking for buckets of free stuff etc. We'd just like a new car and for that process to be as smooth as possible.
This brings me to the reasons why we feel the way we do. The first problem: Lack of communication from the dealership. We've had to prompt updates from the dealership and we're not talking about calling every day either or even every week. We've called the dealership some 4 times in the whole 3 month wait.
Facts vs. Fiction, Big point this. When ordering the car we were told the estimated delivery date of 25th of September (the dealership is however contesting that this was ever our delivery date, quoting PDI checks etc). This date was then delayed to the 29th of September, Seeing as the dealership is some 150 miles away we couldn't pick-up the car mid-week so we agreed the date of 2nd October. The dealership told us the reason for the delay was due to issues with the finance and because of this they had to delay ordering the car (lies). Because we had to part-exchange or car before the end of September they agreed to accept the hand-over on the 25th, but that left us without a car for a week (150 miles is a long walk home!). The dealership said that because the delay was our fault there was nothing they could do to help (bear in mind we're spending £16,000 with them). We since arranged a to borrow a car from a friend.
So fast forward to this morning the sales guy admits that the car was actually ordered on the 12th of July contrary to what he said, but get this though he wouldn't admit he lied, he said 'when I told you that reason, that is what I believed to be the case' he then went on to say that all this is all irrelevant because there hasn't been a delay (you can't make this stuff up!).
Broken promises. If you're going to tell somebody that you will do something you really should ensure you do it. We were told on numerous times to expect a call with information and low and behold the phone never rang. The guy also contests to ever promising to call us.
What have I learned from all this? Get EVERYTHING in writing. If you're told something and it's not written down the dealership is able to dismiss it as you have no proof.
So for the dealers who read this, how to keep your customers happy, it seems obvious but:
<ul>[*]Updates! Even if by email, let the customer know what is going on. You can even use it as an up-sell opportunity.
[*]Don't lie and be upfront about delays etc.
[*]Return phone calls.
[/list]Overall we feel that the dealership has been unhelpful and has lied. I know if my dealer reads this they will dismiss all of the points raised and say that we were difficult customers, They will say that they had done everything they could. Generally speaking though, customers don't become unhappy for no reason.
After the call this morning things are on track and they have made the deal a little sweeter however the whole lying thing leaves a sour taste!
*sigh*
First of all, we're not unreasonable customers, we're not demanding the earth, we're not asking for buckets of free stuff etc. We'd just like a new car and for that process to be as smooth as possible.
This brings me to the reasons why we feel the way we do. The first problem: Lack of communication from the dealership. We've had to prompt updates from the dealership and we're not talking about calling every day either or even every week. We've called the dealership some 4 times in the whole 3 month wait.
Facts vs. Fiction, Big point this. When ordering the car we were told the estimated delivery date of 25th of September (the dealership is however contesting that this was ever our delivery date, quoting PDI checks etc). This date was then delayed to the 29th of September, Seeing as the dealership is some 150 miles away we couldn't pick-up the car mid-week so we agreed the date of 2nd October. The dealership told us the reason for the delay was due to issues with the finance and because of this they had to delay ordering the car (lies). Because we had to part-exchange or car before the end of September they agreed to accept the hand-over on the 25th, but that left us without a car for a week (150 miles is a long walk home!). The dealership said that because the delay was our fault there was nothing they could do to help (bear in mind we're spending £16,000 with them). We since arranged a to borrow a car from a friend.
So fast forward to this morning the sales guy admits that the car was actually ordered on the 12th of July contrary to what he said, but get this though he wouldn't admit he lied, he said 'when I told you that reason, that is what I believed to be the case' he then went on to say that all this is all irrelevant because there hasn't been a delay (you can't make this stuff up!).
Broken promises. If you're going to tell somebody that you will do something you really should ensure you do it. We were told on numerous times to expect a call with information and low and behold the phone never rang. The guy also contests to ever promising to call us.
What have I learned from all this? Get EVERYTHING in writing. If you're told something and it's not written down the dealership is able to dismiss it as you have no proof.
So for the dealers who read this, how to keep your customers happy, it seems obvious but:
<ul>[*]Updates! Even if by email, let the customer know what is going on. You can even use it as an up-sell opportunity.
[*]Don't lie and be upfront about delays etc.
[*]Return phone calls.
[/list]Overall we feel that the dealership has been unhelpful and has lied. I know if my dealer reads this they will dismiss all of the points raised and say that we were difficult customers, They will say that they had done everything they could. Generally speaking though, customers don't become unhappy for no reason.
After the call this morning things are on track and they have made the deal a little sweeter however the whole lying thing leaves a sour taste!
*sigh*
