What is going on at (some) main dealers?
Discussion
The Mrs wants a new car so I picked a couple out after trawling the interweb both at main dealers (Ford) and the same franchise but at different sites, in all around a 100 mile round trip.
Went to see the first one which was pretty straight, I asked the sales boy if we could have a look inside, opened it up and it smelt like a kennel, opened the boot and the plastic trim was that badly scratched that it looked like somebody had taken a grater to it.
Anyway whilst I am looking at the car the sales boy's phone went off, he answered it, said he'd be back, he didn't return so we left and as we walked past the showroom he was in there chatting to the receptionist, no intention to offer any more assistance.
We went to the second site about 5 miles away, got the keys from the salesman the car had damage to the bumper, he opened the boot to find all kinds of kids toys including a rubber ring! When we got in it this one smelt of p1ss and crap.
His response to this was it had probably been a motability return and "you know what they are like".
I then went and asked if we could look at another he said yes and went into the office and never came back out, instead stood with another salesman listening to the Liverpool Man U game.
We left.
We went with the intention of buying a car today and they literally couldn't be arsed.
What is wrong with these places?
It could just be this franchise but it was very poor from both dealers. I know it's not BMW where I got very good service but still....
Went to see the first one which was pretty straight, I asked the sales boy if we could have a look inside, opened it up and it smelt like a kennel, opened the boot and the plastic trim was that badly scratched that it looked like somebody had taken a grater to it.
Anyway whilst I am looking at the car the sales boy's phone went off, he answered it, said he'd be back, he didn't return so we left and as we walked past the showroom he was in there chatting to the receptionist, no intention to offer any more assistance.
We went to the second site about 5 miles away, got the keys from the salesman the car had damage to the bumper, he opened the boot to find all kinds of kids toys including a rubber ring! When we got in it this one smelt of p1ss and crap.
His response to this was it had probably been a motability return and "you know what they are like".
I then went and asked if we could look at another he said yes and went into the office and never came back out, instead stood with another salesman listening to the Liverpool Man U game.
We left.
We went with the intention of buying a car today and they literally couldn't be arsed.
What is wrong with these places?
It could just be this franchise but it was very poor from both dealers. I know it's not BMW where I got very good service but still....
Deva Link said:
The only surprising part of your post is that you got good service from a BMW dealership - I'd be driving one today if any of the NW BMW dealers had returned calls or dealt with me properly (or at all) when I vsisited their showrooms.
Same here we were looking at 4 door M3 asked for a trade in price on the wife's JCW mini which we bought from the same dealer sales guy said he'd ring back in the week with his best price ....... Nothing, few weeks later we bought a brand new boxster s , does make you wonder!
I've generally found the German "prestige" dealerships to be the worst of the lot. Unfortunately, my experience of Lexus of late has been the same. Decided to give them the benefit of the doubt and look at buying from a main dealer rather than privately as is my preference.
Suffice to say the ls430 downstairs was bought privately.
One dealership in particular really should know better.
Suffice to say the ls430 downstairs was bought privately.
One dealership in particular really should know better.
Baryonyx said:
Main dealers are usually very poor, except for Nissan where I have always found the staff to be great.
Sorry but absolute nonsense.Do you understand how dealership/franchise agreements work?
You cannot comment on one brand being better than another, when they are (mostly) all driven by independent dealer groups, who work to different levels of customer delivery.
Nissan in town "A" = OK
Nissan in town "B" = cr@p
Nissan in town "C" = Excellent
That is the way the cookie crumbles, oh and replace Nissan with any other brand for sales in the UK.
When I was looking for a new car recently. I had terrible service at Ford, the guy wasn't interested.
Citroen left me sat there for 30 mins after my booked appointment time.
Service at BMW, couldn't be better. Made lots of time for me, gave me the keys to a car my first visit which wasn't booked. Every time I have been in since, the first question asked is 'Would you like a drink' I know that is only small. but out of all the dealers I visited Citroen pointed me in the direction of their Vending machine.
Citroen left me sat there for 30 mins after my booked appointment time.
Service at BMW, couldn't be better. Made lots of time for me, gave me the keys to a car my first visit which wasn't booked. Every time I have been in since, the first question asked is 'Would you like a drink' I know that is only small. but out of all the dealers I visited Citroen pointed me in the direction of their Vending machine.
Made an appointment a couple of years ago with a national group to buy another Ford from them to replace the one I had. Got there to be told the salesman was in a meeting and would be with me asap. I waited 40 minutes and then walked out. Took my car to another national group who offered me £4400 against a new one. I wanted another £100 to sign there and then but they wouldn't budge. Went to another branch of the original group and was offered £3000. I told them to F
K off and left in disgust. Went to a Mazda dealer and bought 2 Mazda 2's with a substantial discount and sold my Ford on the bay for £4200.
This week I get a call from the head office of the group that didn't keep the appointment and offered me an insulting price for my trade in, to see if they could interest me in a new car.
I guess they are desperate these days. What goes around comes around.
Probably buy Korean next time anyway.
K off and left in disgust. Went to a Mazda dealer and bought 2 Mazda 2's with a substantial discount and sold my Ford on the bay for £4200.This week I get a call from the head office of the group that didn't keep the appointment and offered me an insulting price for my trade in, to see if they could interest me in a new car.
I guess they are desperate these days. What goes around comes around.
Probably buy Korean next time anyway.
It's not really manufacturers its the dealer networks. Honda for instance... Grantham were astoundingly good when we got our car from them. However the salesman at first dealer we went to in the same area basically rang us up saying "so you gonna buy this car so I can get my commission?"
Yeah, phone down, went to Grantham.
At Sandicliffe ford you can walk round the used car lot all you like, getting in cars, checking them out.. No one bats an eye. You can even go ask the salesmen to come out and they just stand there like dummies.
Yeah, phone down, went to Grantham.
At Sandicliffe ford you can walk round the used car lot all you like, getting in cars, checking them out.. No one bats an eye. You can even go ask the salesmen to come out and they just stand there like dummies.
It's not really manufacturers its the dealer networks. Honda for instance... Grantham were astoundingly good when we got our car from them. However the salesman at first dealer we went to in the same area basically rang us up saying "so you gonna buy this car so I can get my commission?"
Yeah, phone down, went to Grantham.
At Sandicliffe ford you can walk round the used car lot all you like, getting in cars, checking them out.. No one bats an eye. You can even go ask the salesmen to come out and they just stand there like dummies.
Yeah, phone down, went to Grantham.
At Sandicliffe ford you can walk round the used car lot all you like, getting in cars, checking them out.. No one bats an eye. You can even go ask the salesmen to come out and they just stand there like dummies.
Urban Sports said:
We went with the intention of buying a car today and they literally couldn't be arsed.
What is wrong with these places?
It could just be this franchise but it was very poor from both dealers. I know it's not BMW where I got very good service but still....
Ford...says it all!What is wrong with these places?
It could just be this franchise but it was very poor from both dealers. I know it's not BMW where I got very good service but still....
If you're anywhere near Essex, Warks or Halewood, then forget about service - they've got a LOT of captive custom from Ford employees and their families, so they don't need to try, and it shows.
(OK, Warks & Halewood might not be so now J&LR have been sold, but I'd be surprised if our 'local' franchise has improved - they were just as you describe when I last ventured near them. Shame, as they do do some good cars.)
It's all down to luck.
Bought my S2000 from a dealership across town because the sales staff were very helpful. They actually followed up after 6 months to see if I was still thinking about getting one. Clearly the salesperson had made decent notes and diaried a follow up call. The After-service was also pretty good.
My local BMW dealership seems responsive enough. I noticed that BMW UK seemed very quick to check that I'd been satisfied with a dealerships response to a web enquiry via their used car program. Good on them, and as it turns out they were quick to follow up.
VW dealerships near me are hit or miss. Bought a new Golf GT recently, and could not give my money away. I had work very hard to sell myself a car, so I gave up and used a broker. Car delivered in a closed trailer from Birmingham to Glasgow, and a great sales experience.
I don't think there's one brand that's worse than the other as the variation is more likely down to who runs the dealership in question.
Personally I would hate to sell cars (sell anything in fact), but for sure there are very few genuine 'sales people' and many more 'order takers'. Same applies to any industry - Estate Agents, etc....
Brian
Bought my S2000 from a dealership across town because the sales staff were very helpful. They actually followed up after 6 months to see if I was still thinking about getting one. Clearly the salesperson had made decent notes and diaried a follow up call. The After-service was also pretty good.
My local BMW dealership seems responsive enough. I noticed that BMW UK seemed very quick to check that I'd been satisfied with a dealerships response to a web enquiry via their used car program. Good on them, and as it turns out they were quick to follow up.
VW dealerships near me are hit or miss. Bought a new Golf GT recently, and could not give my money away. I had work very hard to sell myself a car, so I gave up and used a broker. Car delivered in a closed trailer from Birmingham to Glasgow, and a great sales experience.
I don't think there's one brand that's worse than the other as the variation is more likely down to who runs the dealership in question.
Personally I would hate to sell cars (sell anything in fact), but for sure there are very few genuine 'sales people' and many more 'order takers'. Same applies to any industry - Estate Agents, etc....
Brian
Bogsye said:
It's all down to luck.
Brian, no it is not.There are many many variables involved in running a dealership, and specifically running a sales and aftersales operation. Some are good, some are very good, others range from acceptable to atrocious....
As in aspects of all businesses you get different levels of service depending on the input from Management, response from employees, dedication of staff... I could go on.
AndyBrew said:
Deva Link said:
The only surprising part of your post is that you got good service from a BMW dealership - I'd be driving one today if any of the NW BMW dealers had returned calls or dealt with me properly (or at all) when I vsisited their showrooms.
Same here we were looking at 4 door M3 asked for a trade in price on the wife's JCW mini which we bought from the same dealer sales guy said he'd ring back in the week with his best price ....... Nothing, few weeks later we bought a brand new boxster s , does make you wonder!Makes me wonder
paranha said:
Try a visit to a Hyundai or Kia showroom.Products are very Good, as is the reception and service.
Hmmm...went to look Kia Cee'd - salesman couldn't have been less interested. Bought a new Golf same day. To be fair, the VW salesman was almost as bad in the opposite direction - we had his undivided, but sometimes assisted, attention for 3 hours.Gassing Station | General Gassing | Top of Page | What's New | My Stuff