We all know why customer service is down the tubes. It isn't because a product is inferior in some manner. Or whether it is damaged and in need of repair. It is how customers are treated and how they perceive their experience. Scratches and dents, brakes and rotors, tires and blowouts can be aggravating, but they are also very fixable. When I come to a dealership service department, I have or will probably be purchasing something. Hard-earned money exchanged. Harder earned than I think many know or unfortunately even care. When I walk up to a service counter standing in plain view, and the service man is speaking to another customer about things other than that pertaining to his position, I pleasantly say, "hi". He very briefly glances my way and says, "just a minute," In a flat tone with his eyes saying, "How dare you interrupt our conversation." I momentarily unwillingly feel small, unimportant, and even disposable. The service manager talks down to me and hardly looks me in the eye, however just the moment before was speaking to another with respect and a smile. Each time I meet this person, I form an opinion. I will be as polite and courteous to him as any other person without this personality trait, realizing the time there is limited. This scenario actually happened similarly before. The first time no customer was there. The same person was interacting with a computer. I formed an opinion then as well. Another encounter, and I am told that a tire could be delivered Monday. It was Thursday morning. Ok...no problem. My question, "Is there anything you can do until then, I can't drive on a donut tire for 4-5 days, and storms are rolling in." His response, "Nothing." Nothing? Nice response. My head shakes to this day in unbelief. I responded by telling him I have to drive up north, as if my previous statement wasn't good enough. I am very pleasant and smiling as there is a chaplain in the room. She and I had been conversing. I also didn't wish this man to feel silly. He then stated, "I didn't know you had to drive so far." Ok. Like it's any of his business to know or assume. By now I am thinking, what an ignorant ***. I know I don't have to tell you what's wrong with the above experience. I finally suggested if he might find another used tire to place on the car. He goes to, "see what he can do." I suppose I should stay home for 4-5 days sitting on my couch and knitting...right. Yet another trip to the dealership after the car had been purchased, I stated to a salesman that what I really wanted was another car and then asked for a switch, I was chuckled at. I must've made a funny. I wanted a different car. I no longer liked that car. I wouldn't let my daughter drive it. I didn't trust it. I bought it for her! She's real smart. She might be a doctor. Girls can do that now. I had just barely noticed the scratch at that time but was aware one existed...seemed minor. I don't like to be a (typical) *** so I didn't mention it. However, I was there in the first place because Toyota, who had just replaced the brakes and rotors, told me the tires were in awful shape and suggested for me to bring it back for corrections. How did your presales service center miss that (and other things)? Every used car I have ever purchased from a dealer had all new[er] tires and an alignment at the very least. The Scion told me a story that I should have read before I bought the car. The "story" is what I wished sales tactics would use, the real facts. In my defense, I usually buy from a personally "tried and true" company. I also prefer to buy new. If the sales people know the cars that they will be selling, and are honest about them within their knowledge, sales would probably be much more financially beneficial to dealers and customers alike. However there was a special circumstance due to the "car fair". Besides, I doubt real facts or truth would have ever played a role. The heels dug into the floorboard, hairspray covering the entire interior of the car, scratches getting worse and deeper covering the entire length of the car on both sides(literally), new brakes and rotors, new tires and an alignment, engine noises, and difficulty in shifting into certain gears; all this and the way it drove told me that this deal was a very bad idea. The car also told me a story about Honda. A women (or similar) that likes hairspray and high heels comes into a dealer. She knows that she drives cars very hard and knows when to get rid of them. Smart girl? Not so. Probably her driving p****d somebody off. That individual took a very sharp object (not a key) to her car. So, maybe she did touch up the car. Maybe not. The service department would have caught this had the serviced and inspected the car before sale. The gradually appearing scratches were completely exposed within just a few weeks. FYI, I did not buy those gouges! I don't remember ever wanting to purchase a car having any body damage. I would never have done it! The story goes on. This dealership places the car on the lot, either forgetting to have it looked over, or the service department in charge of it, just didn't do its job; either way, bad business. Let me now tell you about the Nissan I brought to the Honda Service Department. I received this great coupon for service after buying the Scion. My car needed an oil change. I brought it to your service center and asked the service man to also, "please check the battery and brakes." When I picked up the car, I asked if they had been checked and the answer was yes. Two months later, my daughter was stuck with a dead car in an area that wasn't the safest; battery shot. Not cool. The brakes currently still need checked and serviced. I can tell from the sound and feel. I don't just sit home and watch soaps, and it would have been nice if the service department had checked and serviced the car while it was in their possession since that is what they were paid to do. A mix of factors brought me onto the lot in the first place. Dave Sinclair died and his business changed. I attempted buying at his dealership twice, weeks apart, a double take. I was shocked at the difference from before his death. I sent my son to confirm those notions (hmm) and decided to never go back. They obviously didn't want to sell a car. Maybe we need our two Daves back. Later, I encounter a big "car fair" (should've called my son?). At the time my mind was on an assignment I needed to write. The thesis would be about how women lose a part of their inherent female characteristics and gain male characteristics in the workplace. I spotted a female employee and began looking at cars. A salesman began assisting me in a manner quite pleasant (unbelievably, I can't remember his name or find his card). He was great! He wasn't pushy at all. He treated me with respect, patience, and kindness. As did all your sales reps. I will always buy from someone treating me in that manner. However, I requested Candace (I believe that is her name) who became the perfect subject for my thesis. She was very knowledgeable. She was strong and confident. You could tell she knew the business well. She wasn't pushy either, but determined instead. However, I think maybe she should have sat at Toyota waiting for my car or just walk home, instead of me. I am intelligent and mature; not a silly, ignorant little girl. I can quickly observe and identify certain traits in others, confirmed when they speak. I am just one of many consumers on this earth. But I am also a customer, or these days a dime a dozen. It seems most humans are. I am also female, even less than a customer in the auto industry. This was obvious from the service department's treatment and attitude toward me. By the way, please inform that department that these days females are chaplains also. Women can do that now. Losing a couple thousand bucks on this deal does make me angry. Why shouldn't it? It wasn't in the contract. Honda can absorb it better than I. Where is the customer service and retention there? Why are consumers taking these hits? This deal has unnecessarily stressed me these last several months. Buying my daughter this car was supposed to be a good thing. The dealership could use major improvements in vehicle and customer service from the beginning to the end of car sales. All of this could have been prevented. That car should have never been placed on the lot for sale in that condition, priced in the manner it was; a Honda choice decision and service issue. After all this, how am I to believe anything would have been made right? And at what cost to me? How dare Honda (not making a funny). I never wanted to return to your lot again. I got rid of the car. Good Day!
Mungenast Honda - Beware: Mugenast Honda Presale Body Damage Cover-up
I purchased a car in late May. I paid fair market value for the car in which was claimed to be in excellent condition. The car fax was clean and no body damage was seen on the car at all. After one week, two very deep gouges running the length of the entire car on both sides began to show. I then realized Honda covered this with a very temporary fix to sell the car (crayon?). They were contacted and refused to make good. It cost me more than $1600.00 in losses. Beware buying from Honda on South Lindberg.
Thank You for Your Reply!
Thank You for Your Reply! We are processing your message.
11Thank You for Your Submission
Your comment is successfully posted.