Complaint email to 2nd in command at Jag, long!!!
Discussion
trashbat said:
Put more politely, what I think your email actually says is:
- my car was two weeks late
- your dealerships' communication isn't very good
It doesn't ask for anything, or suggest anything.
What do you actually want?
To me, it said "I've bought a car, that isn't the car I wanted, and it cost twice as much as my house. And at least the estate agent sent me a "welcome to your new home" card and some flowers. - my car was two weeks late
- your dealerships' communication isn't very good
It doesn't ask for anything, or suggest anything.
What do you actually want?
Are you emailing Ralf Speth ?
Pooleman said:
Timbo,
Glad to hear that things are finally improving for you. But I am astounded at the number of arrogant keyboard warriors, that have made particularly poor and ill mannered observations and furthermore, provided nothing positive to the thread.
Get over yourselves
You're new on PH aren't you Glad to hear that things are finally improving for you. But I am astounded at the number of arrogant keyboard warriors, that have made particularly poor and ill mannered observations and furthermore, provided nothing positive to the thread.
Get over yourselves
If this had gone in General Gassing there would've been 20 pages ripping the s
t out of the OP before any even vaguely sensible replies.timbo1969 said:
Stuperbulous, you say it takes one person but i think a certain person lost his before i came along!!
What makes you say that? The Sales exec may not have had any control over the process of the valet/delivery. most Jaguar Dealerships are quite small so it's not always possible to get handover cars inside.If your comment is to the fact the exec is no longer at the dealership, what's to say he hasn't found a higher position with another dealership? not everyone leaves because they're rubbish.
I just think you have been unlucky by pushing to get your car asap, if you rush things, it goes wrong, procedures get cut, valets get rushed and sloppy.
My customers usually are happy to wait to make sure their car is prepped properly.
Well, this is all very interesting.... Sorry for the late response, been relaxing in Portugal for a week or so...
To clarify a few points, in no particular order:
- Yes, after 5 years I am moving on. Only for the reason of re-locating back to Yorkshire after becoming fed up of the crazy costs etc associated with London.
- Yes, the car was delayed but as mentioned by others, nothing I can do about this and the factory are very poor / reluctant to give reasons as to why there has been a delay. Frustrating for everyone involved.
- This is the first time I have been in this sort of situation with a customer complaining about me personally (came 2nd in last years national Jaguar sales league, so must be doing something right :-) )
- Yes, the car didn't have a black pack fitted as it wasn't on the signed order form, specifications were changed and amended several times between deposit placing and build. Saying "you knew I wanted it" doesn't really cut it as I was juggling 6 other F-Type Coupe orders at the same time so no, I didn't commit each customers specs / desires to memory, that's why there is a system generated order form to retain such info....
- With regards to communication, I am rarely just sat at my desk waiting for the phone to ring so yes, unfortunately hard to get straight through. Every call was returned as soon as possible though. This was compounded due to my Sales Manager leaving, and being the longest serving member of the team I had to pick up a lot of his work too, making it even harder to get through to me at any given time.
- At one point, after it was clear the car was going to be late and I wasn't in the office that day to take a call, the result was our receptionist in tears after being shouted at by an irate customer. Nice.
- Re the handover, I was under pressure just to get the car ready and the customer into it by the final deadline stipulated (or we could "shove it up our @rse"!) so no, not perfect. We only had space in the showroom for 4 models and with dealer standards stating there should be 7 in the showroom, no a handover bay isn't feasible. They are currently building a new 3 storey showroom just down the road which will address this.
- It wasn't mentioned that at the point of ordering I was presented with some "quote" from Drive the Deal - on a model that wasn't even available at that point! So we agreed that whilst we would not discount the cash price we would include GAP insurance, Tyre and Wheel insurance and GuardX paint and interior protection as well as a 3 year service plan, worth over £2,250. No one else asked for or received a penny off a Coupe.
- It also wasn't mentioned that way before the delay problems etc we paid for an F Type tack day at a cost of over £300...
- We also paid for self collection from the factory rather than waiting for the factory to deliver to our compound as usual. Again, more costs.
- No, I didn't know that the factory had a weeks shut down in May. If I'm not told something I cannot know it. If I had a crystal ball I wouldn't be doing this...!
Probably missed a few points, but hopefully people get the general gist that it wasn't quite so cut and dried as a "terrible experience" and I felt that another perspective was necessary.
I don't want to get into a slanging match as the thread will just be closed.
Anyway, lots to do with relocating so will leave that with you guys :-)
(Grammar / spelling ok I hope?)
To clarify a few points, in no particular order:
- Yes, after 5 years I am moving on. Only for the reason of re-locating back to Yorkshire after becoming fed up of the crazy costs etc associated with London.
- Yes, the car was delayed but as mentioned by others, nothing I can do about this and the factory are very poor / reluctant to give reasons as to why there has been a delay. Frustrating for everyone involved.
- This is the first time I have been in this sort of situation with a customer complaining about me personally (came 2nd in last years national Jaguar sales league, so must be doing something right :-) )
- Yes, the car didn't have a black pack fitted as it wasn't on the signed order form, specifications were changed and amended several times between deposit placing and build. Saying "you knew I wanted it" doesn't really cut it as I was juggling 6 other F-Type Coupe orders at the same time so no, I didn't commit each customers specs / desires to memory, that's why there is a system generated order form to retain such info....
- With regards to communication, I am rarely just sat at my desk waiting for the phone to ring so yes, unfortunately hard to get straight through. Every call was returned as soon as possible though. This was compounded due to my Sales Manager leaving, and being the longest serving member of the team I had to pick up a lot of his work too, making it even harder to get through to me at any given time.
- At one point, after it was clear the car was going to be late and I wasn't in the office that day to take a call, the result was our receptionist in tears after being shouted at by an irate customer. Nice.
- Re the handover, I was under pressure just to get the car ready and the customer into it by the final deadline stipulated (or we could "shove it up our @rse"!) so no, not perfect. We only had space in the showroom for 4 models and with dealer standards stating there should be 7 in the showroom, no a handover bay isn't feasible. They are currently building a new 3 storey showroom just down the road which will address this.
- It wasn't mentioned that at the point of ordering I was presented with some "quote" from Drive the Deal - on a model that wasn't even available at that point! So we agreed that whilst we would not discount the cash price we would include GAP insurance, Tyre and Wheel insurance and GuardX paint and interior protection as well as a 3 year service plan, worth over £2,250. No one else asked for or received a penny off a Coupe.
- It also wasn't mentioned that way before the delay problems etc we paid for an F Type tack day at a cost of over £300...
- We also paid for self collection from the factory rather than waiting for the factory to deliver to our compound as usual. Again, more costs.
- No, I didn't know that the factory had a weeks shut down in May. If I'm not told something I cannot know it. If I had a crystal ball I wouldn't be doing this...!
Probably missed a few points, but hopefully people get the general gist that it wasn't quite so cut and dried as a "terrible experience" and I felt that another perspective was necessary.
I don't want to get into a slanging match as the thread will just be closed.
Anyway, lots to do with relocating so will leave that with you guys :-)
(Grammar / spelling ok I hope?)
I'm not going to quote the post as I expect it'll be deleted soon, but I don't think either party comes out of that well.
I know people have ripped the piss out of the price, and I've been bemused by how someone buying that level of car has so much time on their hands, but the service / sequence of events / excuses from Jaguar and its dealership are pretty appalling.
I know people have ripped the piss out of the price, and I've been bemused by how someone buying that level of car has so much time on their hands, but the service / sequence of events / excuses from Jaguar and its dealership are pretty appalling.
Sheepshanks said:
I'm not going to quote the post as I expect it'll be deleted soon, but I don't think either party comes out of that well.
I know people have ripped the piss out of the price, and I've been bemused by how someone buying that level of car has so much time on their hands, but the service / sequence of events / excuses from Jaguar and its dealership are pretty appalling.
That's if you believe the OP. He comes across as a total and utter spanner so my experience in these matters leads me to take everything he says with a pinch of salt. Let's remember this was the second dealer he had dealt with. Sometimes you need to look for the common denominator. I know people have ripped the piss out of the price, and I've been bemused by how someone buying that level of car has so much time on their hands, but the service / sequence of events / excuses from Jaguar and its dealership are pretty appalling.
unrepentant said:
That's if you believe the OP. He comes across as a total and utter spanner so my experience in these matters leads me to take everything he says with a pinch of salt. Let's remember this was the second dealer he had dealt with. Sometimes you need to look for the common denominator.
I don't think there's any dispute about the facts, and I'd posted earlier in the thread being somewhat amazed (and not in a good way) at how the OP has handled this, but I do think the response looks poor.In retrospect "appalling" is a bit strong, but there's a lot of excuses in there that someone buying a pretty top-end car just shouldn't have to encounter.
Efbe, nobber eh, oh well another keyboard warrior lol
Unrepentant, you believe what you want, spanner, bit harsh!!
Oh and why would i make anything up and as for dealing with 2 dealers, yes thats right and the first never got back to me after spending a lot of time with them and your point is!!!
Ashley, i dont want to get in a slanging match either but i will just point out a few things, i stated on my email that i missed the blackpack as well.
Communication, i normally had to phone you twice in a day to speak to you, once in the morning and then again later in the day, it wasnt my fault you we're busy!!
I apologised to said receptionist and yes i shouldnt have gone off at her.
Handover, when i was asked if i wanted the car delivered to my house or a "proper" handover at the dealership i didnt expect it in the carpark, also you dont mention the condition of the car on said handover!
Yes you did make the deal a bit sweeter for me but then the car is at least 30k more than any other coupe you sold!!
Hmmm, who paid for the trackday, i did on my credit card and was told we will pay you back, not seen that as yet but im not going to chase it either.
None of you guys know me as i dont you but im not the one slagging you off so please stop with the insults otherwis i might start crying lol
Im just going to enjoy my car now (when i get it back lol)
Unrepentant, you believe what you want, spanner, bit harsh!!
Oh and why would i make anything up and as for dealing with 2 dealers, yes thats right and the first never got back to me after spending a lot of time with them and your point is!!!
Ashley, i dont want to get in a slanging match either but i will just point out a few things, i stated on my email that i missed the blackpack as well.
Communication, i normally had to phone you twice in a day to speak to you, once in the morning and then again later in the day, it wasnt my fault you we're busy!!
I apologised to said receptionist and yes i shouldnt have gone off at her.
Handover, when i was asked if i wanted the car delivered to my house or a "proper" handover at the dealership i didnt expect it in the carpark, also you dont mention the condition of the car on said handover!
Yes you did make the deal a bit sweeter for me but then the car is at least 30k more than any other coupe you sold!!
Hmmm, who paid for the trackday, i did on my credit card and was told we will pay you back, not seen that as yet but im not going to chase it either.
None of you guys know me as i dont you but im not the one slagging you off so please stop with the insults otherwis i might start crying lol
Im just going to enjoy my car now (when i get it back lol)
Fact and it came from the horses mouth, my R is the only one they've sold so far so if its not 30k its got to be 20-25k more. At the end of the day if your buying a car for 10k or 100k there are still stds you expect and yes maybe i expected those stds to be better because of the money i spent but i didnt recieve them, till now!!
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.
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.
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.
To be fair, the business shouldn't put her in the position of constantly having to fend off people like the OP. Sounds like things were a bit screwed up at the dealership.At the end of the day good service should come as standard whether buying a Citroen C1 or a Bentley, cost shouldn't really come in it to, I can get great service spending just a few pound at John Lewis.The best service I've ever had was buying a Mazda, the worst by far was buying a used R8 from an Audi dealer.Dealers do cock up but also have to take the blame for things outside their control, such as late deliveries which seems to be at the crux of this complaint.My car was also delayed, as were most it seems, the delivery date changed at least 5 times.I didn't kickoff at the dealer as it was beyond their control, what did pi** me off was the fact no one ever rang to tell me, even though they knew I was keen to get it as I had already sold my car.If they had rang and kept me informed it would have so much better, even a text or email would have been better than being left in the dark.Jaguar need to massively improve the build/delivery schedule, in the mean time the dealers need to communicate better.
Pretty much my exact summary too Lofty. Delays, poor comms etc. initially I blamed the dealership but quickly came to realise it was much more a factory issue. I would've liked more communication from the dealer, but then they were completely in the dark from the factory so what could they have actually told me?!
I think the OP has some justifiable complaints, and given the experience I went through I understand his frustration. Naming and shaming, telling salesmen to 'shove it up their..' and making receptionists cry over a missed delivery date does seem a little extreme though.
I think the OP has some justifiable complaints, and given the experience I went through I understand his frustration. Naming and shaming, telling salesmen to 'shove it up their..' and making receptionists cry over a missed delivery date does seem a little extreme though.
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