Complaint email to 2nd in command at Jag, long!!!
Discussion
Delivery dates always seem to cause problems and its a common problem that generally Dealers don't help themselves by keeping customers in the loop. What is often forgotten by sales/customer service making many calls a day is that to the customer the phone call they made, or are waiting to receive is of paramount importance to them.
In the OPs case it sounds like the dealers only (and not insignificant) failing was poor communication. Reading between the lines, in terms of loaning cars and physically going to the factory to collect a car it sounds in terms of actual actions they did their level best. It sounds like the handover and PDI issues are a product of trying to turn the car round too quickly to appease a customer who was screaming blue murder.
However OP I agree with other posters that you probably didn't help the situation. It sounds as though you've been aggressive from the outset. Escalating the situation to 2IC in JLR and publicly slating another PHer, berating a receptionist to the point of tears etc suggests someone who is aggressive and unreasonable.
The polite version of what someone used to say to me: act like a idiot and you'll get treated like a idiot.
In the OPs case it sounds like the dealers only (and not insignificant) failing was poor communication. Reading between the lines, in terms of loaning cars and physically going to the factory to collect a car it sounds in terms of actual actions they did their level best. It sounds like the handover and PDI issues are a product of trying to turn the car round too quickly to appease a customer who was screaming blue murder.
However OP I agree with other posters that you probably didn't help the situation. It sounds as though you've been aggressive from the outset. Escalating the situation to 2IC in JLR and publicly slating another PHer, berating a receptionist to the point of tears etc suggests someone who is aggressive and unreasonable.
The polite version of what someone used to say to me: act like a idiot and you'll get treated like a idiot.
jamieduff1981 said:
I think you need to get over your own self importance. Shouting at receptionists and apologising afterwards isn't on. Apologising doesn't make it right - you should just have better self control and enough intelligence to recognise that she's not paid to be shouted at by the likes of you. You seem hell bent on making sure that nobody ends up satisfied - yourself included.
Just give it up and move on. As someone said earlier - quite how someone in the position to spend this much as so much energy to waste on character assassinations is beyond me. I'm glad I don't know you.
Most V8S convertibles will cost more than his coupe. There's plenty of unlikely people in a position to spend a lot more than 92k on a car, I wouldn't assume that it implies any kind of intelligence or worth....Just give it up and move on. As someone said earlier - quite how someone in the position to spend this much as so much energy to waste on character assassinations is beyond me. I'm glad I don't know you.
I'm a little surprised that the dealership didn't suggest that he take his business elsewhere when he screamed at the receptionist. It's a cowardly act in the extreme and shows a complete lack of judgement and character.
Ok, a couple of points!
1, i didnt scream at the receptionist, i swore at her but not personally at her!!
2, i never told them to shove it up there a++e, i just said after all the promises of a delivery date that i would cancel the order if they couldnt confirm the delivery date.
3, i didnt escalate it to the 2IC, he contacted me via a third party and asked me to detail everything that had gone on.
Yes i probably havent helped myself but ive never spent this much money (my own money) on a car before, apart from buying my house i have never had such a stressful experience and yes a lot of that involves communication or rather the lack of.
1, i didnt scream at the receptionist, i swore at her but not personally at her!!
2, i never told them to shove it up there a++e, i just said after all the promises of a delivery date that i would cancel the order if they couldnt confirm the delivery date.
3, i didnt escalate it to the 2IC, he contacted me via a third party and asked me to detail everything that had gone on.
Yes i probably havent helped myself but ive never spent this much money (my own money) on a car before, apart from buying my house i have never had such a stressful experience and yes a lot of that involves communication or rather the lack of.
As usual theres a fair few people who have no knowledge of how cars sales is, and never will!
If you knew half the crap that comes at a salesman day in and day out you wouldn’t kick off because the salesman hasn’t got back to you to tell you the factory still haven’t updated your delivery date! As important as you are, you arent the only person in the world he has to deal with!
The fact is there was issues with the car at handover, but I suspect that most of that was the dealership pushing to get the car out to the customer before he exploded. Maybe if he just let them get on with it they would have found the few faults and sorted them before handover. As for missing the Black pack off, the OP didn’t spot it on the order sheet, so sorry but you have to take most of the blame for that. It is YOUR car you’ve ordered after all. Thats why theres an order sheet which you sign to say you are happy with specs.
But my word, going into a jag dealers with a "drive the deal price" tucked under your arm for a brand new model yet to be released? Oh the shame, and if that was me I would have pegged you for the type of customer you seem to be and would have handed you over to the next available salesman and found someone more reasonable to deal with.
If you knew half the crap that comes at a salesman day in and day out you wouldn’t kick off because the salesman hasn’t got back to you to tell you the factory still haven’t updated your delivery date! As important as you are, you arent the only person in the world he has to deal with!
The fact is there was issues with the car at handover, but I suspect that most of that was the dealership pushing to get the car out to the customer before he exploded. Maybe if he just let them get on with it they would have found the few faults and sorted them before handover. As for missing the Black pack off, the OP didn’t spot it on the order sheet, so sorry but you have to take most of the blame for that. It is YOUR car you’ve ordered after all. Thats why theres an order sheet which you sign to say you are happy with specs.
But my word, going into a jag dealers with a "drive the deal price" tucked under your arm for a brand new model yet to be released? Oh the shame, and if that was me I would have pegged you for the type of customer you seem to be and would have handed you over to the next available salesman and found someone more reasonable to deal with.
spats said:
As usual theres a fair few people who have no knowledge of how cars sales is, and never will!
If you knew half the crap that comes at a salesman day in and day out you wouldn’t kick off because the salesman hasn’t got back to you to tell you the factory still haven’t updated your delivery date! As important as you are, you arent the only person in the world he has to deal with!
I know where you are coming from but I don't think that's an excuse. Salesman constantly whinge that they have a poor image, good communication or simply ringing customers back is a basic professional courtesy/requirement. If you knew half the crap that comes at a salesman day in and day out you wouldn’t kick off because the salesman hasn’t got back to you to tell you the factory still haven’t updated your delivery date! As important as you are, you arent the only person in the world he has to deal with!
waterwonder said:
I know where you are coming from but I don't think that's an excuse. Salesman constantly whinge that they have a poor image, good communication or simply ringing customers back is a basic professional courtesy/requirement.
The salesman he had was ranked at the top of all the guys in the UK. I know personally that you have to have great customer satisfaction numbers to get to that position and that salesmen who don't offer exceptional service don't come close. Sometimes, as I said before, you have to read between the lines...........unrepentant said:
waterwonder said:
I know where you are coming from but I don't think that's an excuse. Salesman constantly whinge that they have a poor image, good communication or simply ringing customers back is a basic professional courtesy/requirement.
The salesman he had was ranked at the top of all the guys in the UK. I know personally that you have to have great customer satisfaction numbers to get to that position and that salesmen who don't offer exceptional service don't come close. Sometimes, as I said before, you have to read between the lines...........Edited by waterwonder on Tuesday 1st July 16:15
With the best will in the world, you cannot please all the poeple all of the time. Some people liked to be called regularly - even when the salesman has nothing to tell them.
"I'm really sorry Mr ....., but I'm afraid that there is no change from when we last spoke a week ago, your car is STLL in the order pool, and as per our previous conversation, until I get my build allocation I have no idea how many cars they will build for us. Consequently, at the moment I cannot give you a delivery date".
Sounds easy doesn't it. But it isn't.
The fact is that MOST people who deal at this level are very busy people, born out by the fact that they can afford these products in the first place. MOST actually do not want weekly phone calls that offer no constructive information - just pop an email over every so often letting them know that they have not been forgotten. They only really want higher levels of contact in the final couple of weeks prior to handover, as they need to sort out transferring/moving funds, whether or not the insurance want tracker units, that kind of trivia.
The person who does yearn for the constant kind of cuddling that some on this thread think they should be entitled to is usually NEVER happy, regardless of what the salesman tries to achieve. It's a constant cry of "look at me, please look at me, blow some more smoke up my arse"
He will not understand, or care to even try to understand that the Salesman does not build the car, he does not transport the car from factory to dealer (incidentally, once a vehicle is called over the transport company is contracted to deliver that car withinn 4 working days. In that 4 working days ONLY the transport company know where that vehicle is - the factory don't and neither does the dealership). He does not undrestand that the salesman doesn't pre-delivery inspect the car or try and schedule the car in for that work in amongst the work that the service department already has. He doesn't understand that the valeters are busy and are "just tring to get this one through".
The above is not a moan about the job (I can already hear the world's smallest violins playing!), It's my job too and I love it but more an indication of how differently people behave and the effect that it has on the people that they are dealing with.
A customer on the phone every twenty minutes swearing and making my Receptionist cry with their rudeness and bad manners would simply have their deposit refunded and asked to take their business elsewhere. "We thank you for the opportunity but on this occasion, we don't think that we will be able to help you".
A customer who understands that things can move all the time without our control is certainly likely to get better treatment throughout the dealership. We hope that this is the beginning of a relationship after all.
As an aside - the salesman doesn't get paid until the vehicle is delivered, why would he want to do ANYTHING other than get you in that car as quick as he can?
Sorry for long and rambling post
"I'm really sorry Mr ....., but I'm afraid that there is no change from when we last spoke a week ago, your car is STLL in the order pool, and as per our previous conversation, until I get my build allocation I have no idea how many cars they will build for us. Consequently, at the moment I cannot give you a delivery date".
Sounds easy doesn't it. But it isn't.
The fact is that MOST people who deal at this level are very busy people, born out by the fact that they can afford these products in the first place. MOST actually do not want weekly phone calls that offer no constructive information - just pop an email over every so often letting them know that they have not been forgotten. They only really want higher levels of contact in the final couple of weeks prior to handover, as they need to sort out transferring/moving funds, whether or not the insurance want tracker units, that kind of trivia.
The person who does yearn for the constant kind of cuddling that some on this thread think they should be entitled to is usually NEVER happy, regardless of what the salesman tries to achieve. It's a constant cry of "look at me, please look at me, blow some more smoke up my arse"
He will not understand, or care to even try to understand that the Salesman does not build the car, he does not transport the car from factory to dealer (incidentally, once a vehicle is called over the transport company is contracted to deliver that car withinn 4 working days. In that 4 working days ONLY the transport company know where that vehicle is - the factory don't and neither does the dealership). He does not undrestand that the salesman doesn't pre-delivery inspect the car or try and schedule the car in for that work in amongst the work that the service department already has. He doesn't understand that the valeters are busy and are "just tring to get this one through".
The above is not a moan about the job (I can already hear the world's smallest violins playing!), It's my job too and I love it but more an indication of how differently people behave and the effect that it has on the people that they are dealing with.
A customer on the phone every twenty minutes swearing and making my Receptionist cry with their rudeness and bad manners would simply have their deposit refunded and asked to take their business elsewhere. "We thank you for the opportunity but on this occasion, we don't think that we will be able to help you".
A customer who understands that things can move all the time without our control is certainly likely to get better treatment throughout the dealership. We hope that this is the beginning of a relationship after all.
As an aside - the salesman doesn't get paid until the vehicle is delivered, why would he want to do ANYTHING other than get you in that car as quick as he can?
Sorry for long and rambling post
Mastiff said:
With the best will in the world, you cannot please all the poeple all of the time. Some people liked to be called regularly - even when the salesman has nothing to tell them.
"I'm really sorry Mr ....., but I'm afraid that there is no change from when we last spoke a week ago, your car is STLL in the order pool, and as per our previous conversation, until I get my build allocation I have no idea how many cars they will build for us. Consequently, at the moment I cannot give you a delivery date".
Sounds easy doesn't it. But it isn't.
I just had an issue with VW UK and they did that - faithfully called every few days exactly when they said they would even if there was no update. Bizarrely, in both a professional way and in view of recent comments in this thread, the VW CS person had a go at the dealer receptionist who she said was being evasive in connecting her to Service Manager. Turned out he'd been on holiday for a couple of weeks and the Receptionist had given a variety of reasons why he wasn't available, but hadn't simply said he was on holiday."I'm really sorry Mr ....., but I'm afraid that there is no change from when we last spoke a week ago, your car is STLL in the order pool, and as per our previous conversation, until I get my build allocation I have no idea how many cars they will build for us. Consequently, at the moment I cannot give you a delivery date".
Sounds easy doesn't it. But it isn't.
Mastiff said:
The fact is that MOST people who deal at this level are very busy people, born out by the fact that they can afford these products in the first place. MOST actually do not want weekly phone calls that offer no constructive information - just pop an email over every so often letting them know that they have not been forgotten. They only really want higher levels of contact in the final couple of weeks prior to handover, as they need to sort out transferring/moving funds, whether or not the insurance want tracker units, that kind of trivia.
That's just what I'd expect - you might know for sure with cars, but my experience of this sort of person makes me think you're probably chasing them to come and collect more than the other way around.timbo1969 said:
Efbe, nobber eh, oh well another keyboard warrior lol
Timbo,I'm not saying you are a nobber, but you certainly come across as one at the start of this thread, and it seems like you did to the jag showroom too.
The all-guns-blazing approach may appear to work well at getting what you want in life, but it does not endear you to others.
You may find you need to act like this, but the reality is more likely that being aggressive means you get brick walled, where others may have been been assisted.
timbo1969 said:
Ok, a couple of points!
1, i didnt scream at the receptionist, i swore at her but not personally at her!!
So you're chucking probably more than twice what she earns in a year on a car and you think it's acceptable to swear at her? 1, i didnt scream at the receptionist, i swore at her but not personally at her!!
I've met your type before, typical bully who's got a bit of cash and thinks they are a big man, you should be ashamed.
And who are you to say what type i am, you dont know me as much as i dont know you.
I made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
I made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
I think you're all out of sympathy pal. You wont find many people who have much respect for the sort who blows a gasket at a receptionist. As I already said, it's no use seeing the error of your ways afterwards - you just need to learn to control yourself better in the first place. Better still - don't work yourself up in to a frenzy over what is an extremely first-world problem.
timbo1969 said:
And who are you to say what type i am, you dont know me as much as i dont know you.
I made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
Anyone who has ever had to deal with the public knows exactly the sort of person you are, we've all come across them and had to deal with the upset members of staff afterwards, patheticI made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
Been driving Jags since 2006 (always from the same salesman and dealer) always got great service, when there have been the odd mechanical issues I have dealt direct with Customer Services and they have always been fantastic, even dropping shire car off at my home 'overnight' keys through the letter box .... so I had a car following a late night issue with the traction control in the snow.
Both dealer and Jaguar always treated me with respect and made me feel valued..........
But that "respect" they showed me was a mutual thing........
And a word of advice, when you do go to pick the car up and are waiting in the showroom for the handover, the receptionist is very likely to offer you a cup of coffee, to show there are no hard feelings ............ enjoy it !
Both dealer and Jaguar always treated me with respect and made me feel valued..........
But that "respect" they showed me was a mutual thing........
And a word of advice, when you do go to pick the car up and are waiting in the showroom for the handover, the receptionist is very likely to offer you a cup of coffee, to show there are no hard feelings ............ enjoy it !
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