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 How do YOU (FEEL) when YOU go to a 5 STAR Dealer???
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| Author | Topic: How do YOU (FEEL) when YOU go to a 5 STAR Dealer??? |
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STARFLAME Prowler Junkie From:Greensboro,N.C.,USA |
posted 02-13-2001 09:48 PM
    
I go to a LARGE 5 STAR Dealer,I ask the SALESPERSON to SHOW ME a Mulholland Edition Prowler. The reply was is it the BLACK&SLIVER one. I go on to EXPLAIN to the SALESPERSON that it is a BLACK TIE Edition. Then I EXPLAIN that the Mulholland Edition PROWLER is a NEW COLOR,DARK PEARL BLUE with a light Blue pinstripe. Then I am asked (3) TIMES, would I like an Orange one(Sorry Todd),I say for the 4th time NO!!! I am taken to 3 different showrooms to SEE a TOTAL of 7 PROWLERS. I then said I know more about these PROWLERS than YOU will EVER know!!! I tell the Salesperson when they get the Mulholland Edition Prowler to call ME, LEAVE a MESSAGE. Has this ever HAPPENED to ANYONE??? |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-13-2001 09:58 PM
Reggie, I know what one is, and I am a five star dealer and have been at the same dealer for 6 years. Sometimes no matter if its a five star dealer or not they are not run like they should. The quinns dealerships have been five star since 84 and that makes a difference. Last year they made the five star rating pretty easily attainable, leaving there sales people and management uncountable for their actions. If I remember correctly 10 percent have to gold level certified, with management just certified bronze which doesn't have anything to do with customer satisfaction , basically just training discs and training. Our dealership for example strives for gold on everyone including management. And management accomplishes this by having a well trained and educated staff. We have a ten year in our dealership that is unheard of in the business. Our average ten year is about 5 years I think. That might just be the problem. Has this dealership ever been five star before this year? Wait for me Reggie I will get you one as soon as we show one on tape its yours. ------------------ |
jd2ksilver     POA Site Supporter Prowler Junkie Personal ScrapBook From:Mt. View, CA |
posted 02-13-2001 09:59 PM
My honest feeling is the 5 star thing is a gimmick that is given to every dealer. Has anyone seen a 4 star, or 3 star dealer. If I don't hold my service reps hand when I get my car serviced, it doesnt get done right. I gave away football tickets last year to the guys in the shop just to try to get them to pay more attention, or correct attention I should say to my car. And the salesmen??? well,, theres not enough room on here for that. I admit some people know their job,, but I find most dont. |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-13-2001 10:07 PM
John, I wish everyone could come to our dealership and see how its done. We make a honest effort to make everyone happy whether their car is a neon or a prowler ------------------ |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-13-2001 10:22 PM
I would like feed back on this as well there might be something that we aren't doing that is brought up ------------------ |
butchcee POA Site Supporter Prowler Junkie From:Lake Ariel, Pa. |
posted 02-14-2001 03:15 AM
My Jeep Dealer's service dept takes extra effort to do the right thing for me. I never had a problem with them, and they go out of their way to satisfy. It seems the sales dept is another story. Sale's people seem migrant. Maybe some more $ should be funneled down to them to ease the pressure as I always feel on guard when dealing with them. I always receive questionaires after a service is performed to rate the quality of service. Do they send these out to rate the sales staff as well, or is the quality of the dealership based on service alone? ------------------ |
HiHoSilver Prowler Junkie From:U.S. of A. |
posted 02-14-2001 06:52 AM
I can totally relate. I bought my 2000 Silver from a local dealer (had a tag of $65K on it but, bought it for sticker, but that is another story). Anyway, 9 months later I decided I wanted a Black-Tie. Went back to the same dealer. They had no idea about what I was talking about. After I repeatedly explained it to them, they got the GM who looked it up in some book. "Oh, yeah!" there is a new model for 2001, a Black-Tie. They were clueless. I asked them to find out when they would get one and I would buy it (repeat business). They were going to call me first thing Monday morning. Well, that too was 9 months ago. I waited a week then found one in Pittsburgh, bought it, and had it trucked here. Both Prowlers had sqweeks and rattles that 2 5-star dealers couldn't fix and got treated like I was driving a Yugo. 5-star indeed. So, I sold both and went back to a Porsche. Oh, yeah, I'm STILL waiting for that dealer (the repeat business guy) to call with more info and availability on the Black-Tie....... FYI-a Porsche dealer I haven't bought a car from in 6 years STILL sends me Christmas cards every year. ------------------ Mods: 2001 Speed Yellow Porsche Cabriolet |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-14-2001 08:54 AM
Al, No 5 star is rated on the entire dealership as a whole. But standard are low right now, and will be getting harder and harder. www.quinnoftulsa.com/about_us.htm please feel free to look at this and it will give you a idea of what 5 star is about. ------------------ |
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butchcee POA Site Supporter Prowler Junkie From:Lake Ariel, Pa. |
posted 02-14-2001 09:32 AM
Thanks Lance, but you're a bit of a commute. Keep up the good work though! ------------------ This message has been edited by butchcee on 02-14-2001 at 09:40 AM |
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NightProwler Prowler Junkie From:Chicago |
posted 02-14-2001 10:13 AM
The Dodge dealer near me offers a free T shirt and jacket but only if you give them top marks in DC's post sale survey. Talk about buying a vote. Sort of similar to a saying in Chicago politics, "Vote and vote often every election." ------------------ |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-14-2001 10:33 AM
wow, at least we give them a hat as well. Mike hat is in the mail I promise. lol No seriously we try to do our best and receive scores accordingly. No bribes or anything. hey night prowler , is that a dealership that daly owns? ------------------ This message has been edited by Lance.d on 02-14-2001 at 10:34 AM |
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Todd Bertrang unregistered Admin Use |
posted 02-14-2001 11:20 AM
I find the quality of service to be exactly relevant to how well the people that work there relate to you, yourself, and want to help you or not. This has little or nothing to do with 5 star ratings or size of dealership or not. This is also why I bring my cars in for even simple things like oil changes, to give them the business and make sure they know and remember me. ------------------ |
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MidlifeProwler Prowler Junkie From:Silver Spring, Maryland USA |
posted 02-14-2001 08:21 PM
My worse experience was with "Heritage Chrysler Plymouth" (5 Star Dealer) in Alexandria, Virginia. I was sensitive to nature of the auto repair business and decided to take the car in for a warranty claim around 3pm in the afternoon to give the service people ample time to wind down from the morning onslaught of customers. When I arrived in the service lane, there were 3 service writers practically doing nothing, none of these people greeted or acknowledged my presence. I waited between 15 to 20 minutes and decided to ask someone for help and finally got someone with a name plate with "assistant manager" on it. I explained to him about the hubcap problems and wanted them replaced, he examined the wheels but was afraid to make a decision, so he had to call his supervisor; waited another 15 mins and the supervisor finally examined the wheels and authorized the warranty. They informed me that it will have to be ordered and they will call me when it arrived. I drove 30 miles home and the following morning the dealer called me and wanted to see the wheels again, which mean I would have to drive another 30 miles back. I asked what the reason was and they wanted to confirmed that the wheels didn't hit anything. I told them that I was unwilling to waste my time but when I return for the hubcaps and they would discover damage to the wheels, I would be more than happy to pay for them. I was finally contacted midweek to return to the dealer. I asked the "assistant manager" to tell me the best time to bring it in so I could wait and he suggested late afternoon. Before I left from home, I called again to confirm our appointment. When I arrived, he was no where to be found. I had to wait 30 mins before they were able to find this guy. When he came out and re-examined the wheels and found no trace of damage he suggested I sit in the waiting room so he can find a tech to install them. I told him it's just 2 simple hubcaps and would it be possible for me to install them myself. This guy who was given the title of "assistant manager" and I would hope, authority to make some decisions ran to his supervisor again to get permission. The supervisor with his infinite wisdom decided it was against policy for me to installed them. I waited 45 more minutes to have a tech to drive my Kat into the service bay to put on 2 hubcaps which would have only taken 1 minute if they allowed me to do it or either one of those service managers would have done it. Am I being unreasonable? There are no human elements in that dealership and certainly no common sense. I will never darken their doorstep again. |
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butchcee POA Site Supporter Prowler Junkie From:Lake Ariel, Pa. |
posted 02-14-2001 09:04 PM
Hey Midlife-how do you think they make their $. They had to put it in the shop to bill DC for the service. Pretty sad I say. ------------------ |
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MidlifeProwler Prowler Junkie From:Silver Spring, Maryland USA |
posted 02-15-2001 10:12 AM
Hey Al, come to think of it, you are absolutely right. I remember seeing on their computer screen a 65.00 charge to install hubcaps which probably was BILLED to DC. Hey that comes to 3900.00 an hour! Man! I never dreamed that putting on hubcaps were that profitable. Do you think they offer a class on how to do that?? |
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Lance.d Prowler Junkie From:Tulsa, OK |
posted 02-15-2001 06:30 PM
in a instance like that our dealership would have installed them on the drive by the advisor. and your done. ------------------ |
Dave Mills              POA Site Supporter Prowler Junkie Personal ScrapBook From:Johnstown, PA, USA |
posted 02-15-2001 08:20 PM
Having dealt with the same Dealer since 1984, I know them pretty well. Long before they received a five-star rating. I have had good experiences with this dealership. Have they made mistakes? Yes, but they have made every effort to make it right. It's not the five stars....its the people. Service Managers have come and gone, in the time I've dealt with them, but the philosophy has not changed. I have been treated the same whether I take in one of my older cars or the Cat. ------------------ |
AL
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