Dealerships - Where is the service these days?
Discussion
Went to a dealer today to look at a new car. I had made a telephone enquiry previously to touch base and arrange a meeting and take a test drive. 11am was my appointment time.
I show up at EXACTLY 11am (cause I am always on time) and let reception know I have arrived for my appointment. A call is made and I am told the salesman is currently out and will be back shortly. Fair enough, possibly a previous customer. 15 mins later, having been offered tea, 4 times by 4 differnet staff members, the chap turns up with a take away coffee and disappears into the back room. 5 mins later, 20 mins since our appointment, I finally show my displeasure and someone rushes off to get the chap, only to return and tell me he is on the phone. He shows up shortly thereafter. OK we begin, but somewhat frosty at first. Who is the customer here????
OK, maybe not the end of the world, but still NOT GOOD ENOUGH! I also witnessed while I was waiting, a chap come in to enquire about a car. He speaks to the chap at reception (who is not the receptionist, but a salesman sat down behind the desk.) The customer stood for over 10mins, while the salesman sat down behind the desk writing down what the customers requirements were, before finally finishing the enquiry and the chap leaving. WTF! The lack of social skills and rudeness (in a customer orientated business) was appalling! Show him to a private area, sit him down, offer a coffee and show some respect to the person who is responsible for paying your wages, should he ever buy the car from them in the end anyway.
As for my situation I thawed a little and we got down to business. When it came to the test drive of the 'expensive' car, having already organised the appointment you would expect the demonstrator to be parked at the front of the showroom (in the dry as it was raining) in a clean and presentable state. Nope, I was given the key of a filthy car, had to squeeze into the drivers side, due to it being parked on the forecourt between other cars and had to reverse it out of the dealership myself! Again, utterly dismal performance from a main dealer.
I was told we could go for a quick spin, but I stated that if I was going to spend such a large amount of money that was not going to happen, in the end it was an hour. A result at last. So we shall see how the follow up will be to some questions I asked. I was told I would receive an email in a couple of days. WHAT! You better call me or I'll be going somewhere else!!!!!!!!!!!!!!!!
How not to be a slalesman in the UK.
To be cont...................
I show up at EXACTLY 11am (cause I am always on time) and let reception know I have arrived for my appointment. A call is made and I am told the salesman is currently out and will be back shortly. Fair enough, possibly a previous customer. 15 mins later, having been offered tea, 4 times by 4 differnet staff members, the chap turns up with a take away coffee and disappears into the back room. 5 mins later, 20 mins since our appointment, I finally show my displeasure and someone rushes off to get the chap, only to return and tell me he is on the phone. He shows up shortly thereafter. OK we begin, but somewhat frosty at first. Who is the customer here????
OK, maybe not the end of the world, but still NOT GOOD ENOUGH! I also witnessed while I was waiting, a chap come in to enquire about a car. He speaks to the chap at reception (who is not the receptionist, but a salesman sat down behind the desk.) The customer stood for over 10mins, while the salesman sat down behind the desk writing down what the customers requirements were, before finally finishing the enquiry and the chap leaving. WTF! The lack of social skills and rudeness (in a customer orientated business) was appalling! Show him to a private area, sit him down, offer a coffee and show some respect to the person who is responsible for paying your wages, should he ever buy the car from them in the end anyway.
As for my situation I thawed a little and we got down to business. When it came to the test drive of the 'expensive' car, having already organised the appointment you would expect the demonstrator to be parked at the front of the showroom (in the dry as it was raining) in a clean and presentable state. Nope, I was given the key of a filthy car, had to squeeze into the drivers side, due to it being parked on the forecourt between other cars and had to reverse it out of the dealership myself! Again, utterly dismal performance from a main dealer.
I was told we could go for a quick spin, but I stated that if I was going to spend such a large amount of money that was not going to happen, in the end it was an hour. A result at last. So we shall see how the follow up will be to some questions I asked. I was told I would receive an email in a couple of days. WHAT! You better call me or I'll be going somewhere else!!!!!!!!!!!!!!!!
How not to be a slalesman in the UK.
To be cont...................
Sorry to hear this. It does amaze me how some salesmen treat us. The same has happened to me many times with Mercedes salesmen.
However, on the other hand, I have been dealing with Martin from Statstone Burnham and could not wish for more.
He has even called me on his days off from home to advise on the status of the car and to help with any questions I have on his mobile at 8pm in the evening.
Some people really don't 'care'.
However, on the other hand, I have been dealing with Martin from Statstone Burnham and could not wish for more.
He has even called me on his days off from home to advise on the status of the car and to help with any questions I have on his mobile at 8pm in the evening.
Some people really don't 'care'.
You buyin a new XKR triple7? 
I couldn't have been happier with my dealer(Taggarts Jaguar Glasgow incase anyone is interested) excellent service everytime, funny that you mention that car being dirty before you drove it, when I was getting my test drive the car had just been out and I was eager to get going but they wouldn't let me until it had been washed, which they did after every test drive. Sorry if that turned into an ad for taggarts just wanted to illustrate some dealers do still have good standards of customer care.
John.
I couldn't have been happier with my dealer(Taggarts Jaguar Glasgow incase anyone is interested) excellent service everytime, funny that you mention that car being dirty before you drove it, when I was getting my test drive the car had just been out and I was eager to get going but they wouldn't let me until it had been washed, which they did after every test drive. Sorry if that turned into an ad for taggarts just wanted to illustrate some dealers do still have good standards of customer care. John.
triple7, I live in Surrey too and have used HA Fox in Guildford for the past 6/7 years while I've owned an S-Type 4.0L and now a 4.2L V8, both being Fox's demonstrators. I have found their customer relations excellent at the time before sale and also for car service. Having test driven the second car and expressed an interest they called me the next day to tell me the car full price was £39,500, it was two weeks old, had 30 miles total on the clock and I could have it for £30,000..took my breath away! After some dealing I got it for £28,500 allowing for Fox picking up remaining liabilities for my first car.
They have also helped out when the company I have the service contract with wanted to blame me for some suspension problems and did not want to pay up. Fox willingly negotiated a deal which didn't cost me a penny. The repairs cost over £2000! R.
They have also helped out when the company I have the service contract with wanted to blame me for some suspension problems and did not want to pay up. Fox willingly negotiated a deal which didn't cost me a penny. The repairs cost over £2000! R.
the leaper said:
triple7, I live in Surrey too and have used HA Fox in Guildford
They are about 1 mile from my house, yes they are ok, but I just hate that their site is so small and fear servicing my car there will end up with damage to it. Maybe you could email me who you dealt with, as the chap I initially enquired with couldn't be bothered to call me back with some info he said he would get for me.
Maybe its just me who is the issue?
(15 years old, with no driving licence, no wonder they ignore me!!!) Edited by triple7 on Wednesday 16th May 11:18
Bernard Barnett said:
My experience has always been that the efficiency of the sales dept is in inverse proportion to the quality of the service/repair folks. And I know which I prefer!
I agree entirely with that comment, but I have so many Jag dealers around me, 4, that I can choose who I buy from and who services my car.
G
triple7, I agree Fox's site is cramped but I've never had an issue about that. I think that Inchcape also own the next door Land Rover set up and they and Fox share a large car parking area behind the LR dealer.
Neil Mantel was the sales exec I dealt with. I do not know if he's still there. I do not know any of the mechanics at all, but Andy and Raj who "drive" the service desks etc. are pretty good.
If you do buy there, make sure you get them to commit to provide you with a loan car when you need your purchase serviced, if you need a loan car in general. It costs £23 a day for the loan car unless your car is in for warranty work.
Fox is a main dealer so you pay top rates. I have a 4 year Jaguar comprehensive service contract with my S-Type 4.2 V8 at £101 per month and there's no doubt I'm "up". I decided on this, even though I bought the car outright, for peace of mind. I may extend it if it's possible to do so. R.
Neil Mantel was the sales exec I dealt with. I do not know if he's still there. I do not know any of the mechanics at all, but Andy and Raj who "drive" the service desks etc. are pretty good.
If you do buy there, make sure you get them to commit to provide you with a loan car when you need your purchase serviced, if you need a loan car in general. It costs £23 a day for the loan car unless your car is in for warranty work.
Fox is a main dealer so you pay top rates. I have a 4 year Jaguar comprehensive service contract with my S-Type 4.2 V8 at £101 per month and there's no doubt I'm "up". I decided on this, even though I bought the car outright, for peace of mind. I may extend it if it's possible to do so. R.
Heading a tad north from Guildford, the sales people I've dealt with at Ascot seem very keen, they've recently invited to me to a couple of jollys, a driving day at Great Fosters which I went to and then more recently a track driving day which I couldn't make. I've also dealt with the guys up at Burnham (Slough), when I was looking at a used XKR a couple of years ago, they brought one over for my wife to test drive. I've mostly used Lancasters in Reading and I've happily paid for them to service the car because I've always been happy with the service.
triple7, Recently a pal wanted to change his quite elderly XJ 4.0 Sovereign for a nearly new X-Type 3.0L Estate Sovereign and I helped him with this. Although he lives near Lewes we tried a number of dealers in Surrey and eventually he got his car at Swain & Jones in Farnham. I thought they treated him well and he got a good deal. In fact, he ended up with the best spec'd model in the UK! I know he and his wife were pleased with their customer service. He has not had any experience yet with their servicing. Hope this helps. R.
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