Dealer Customer Service
Discussion
I recently took my BMW in for a service/MOT. My local BMW dealership now has a key drop-box system. I dropped my car off and picked it up without speaking to anyone. They sent me an email for the invoice.
What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
Yeah our local one (Sytner Wolverhampton) does, I only had to use on drop off though and there were still staff by the machine in case of any questions. I wasn't too bothered by it, it was certainly a quick process to drop off.
I had a courtesy call the day prior to find out if there was anything I wanted to highlight before the warranty work was done, the kind of thing you'd usually do on drop off. I just asked for it not to be washed.
I had a courtesy call the day prior to find out if there was anything I wanted to highlight before the warranty work was done, the kind of thing you'd usually do on drop off. I just asked for it not to be washed.
Kernow76 said:
I recently took my BMW in for a service/MOT. My local BMW dealership now has a key drop-box system. I dropped my car off and picked it up without speaking to anyone. They sent me an email for the invoice.
What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
Go with Lexus. They picked my car up, did the service and MOT (the test was free, btw, on an 11 year old car) and dropped it back the same day. During the time it was away I had a call to tell me everything was good but I should keep an eye on the front ns tyre, they sent me video of the underneath, and what card would I like to pay with. Then it was home again. All within business hours. What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
Kernow76 said:
I recently took my BMW in for a service/MOT. My local BMW dealership now has a key drop-box system. I dropped my car off and picked it up without speaking to anyone. They sent me an email for the invoice.
What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
I'd be more than happy because in my experience the service staff on the desks are worse than useless however I used the same system when I took my car to BMW and the check out system fell down and it took three staff members to get the key lockers to give my key back which was even worse. What kind of customer service is this? Is this something most dealers are doing now and is this what everyone wants?
I won't be going back that's for sure.
Used it at a dealer about 3 years ago, so been around for a while. Probably a hang over from the government telling us to keep away from healthy people as it might give them a mild respiratory virus with a 99% survival rate...
I was only in for a recall. Declined every upsell they offered, even the wash. Was probably faster as I've seen the queues at 8am when they open and ime most dealers don't have enough staff out the front first thing. Its always the worst part of the experience for a customer.
The pick up side of things I still had to go and sit with the useless donkey who faffed around for 15mins for no reason that I could determine. Whilst they drive the car round from the back to the front and then gave me a printout for £0 as it was a recall. Then the driver had to come and give the donkey my key so he could give it to me and "see me out"
I imagine that was thought up by some w
ky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks 
I was only in for a recall. Declined every upsell they offered, even the wash. Was probably faster as I've seen the queues at 8am when they open and ime most dealers don't have enough staff out the front first thing. Its always the worst part of the experience for a customer.
The pick up side of things I still had to go and sit with the useless donkey who faffed around for 15mins for no reason that I could determine. Whilst they drive the car round from the back to the front and then gave me a printout for £0 as it was a recall. Then the driver had to come and give the donkey my key so he could give it to me and "see me out"
I imagine that was thought up by some w
ky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks Lo-Fi said:
Go with Lexus. They picked my car up, did the service and MOT (the test was free, btw, on an 11 year old car) and dropped it back the same day. During the time it was away I had a call to tell me everything was good but I should keep an eye on the front ns tyre, they sent me video of the underneath, and what card would I like to pay with. Then it was home again. All within business hours.
Our local VW dealer does the same for us.In the 6 years of having a Golf we’ve never needed to visit the dealer - they’ve always picked it up and dropped it off.
BunkMoreland said:
The pick up side of things I still had to go and sit with the useless donkey who faffed around for 15mins for no reason that I could determine. Whilst they drive the car round from the back to the front and then gave me a printout for £0 as it was a recall. Then the driver had to come and give the donkey my key so he could give it to me and "see me out"
I imagine that was thought up by some wky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks
So you hated that and the OP hated the lack of personal contact to such an extent that they won't be going back. I imagine that was thought up by some w
ky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks What on earth are dealers supposed to do?
Sheepshanks said:
BunkMoreland said:
The pick up side of things I still had to go and sit with the useless donkey who faffed around for 15mins for no reason that I could determine. Whilst they drive the car round from the back to the front and then gave me a printout for £0 as it was a recall. Then the driver had to come and give the donkey my key so he could give it to me and "see me out"
I imagine that was thought up by some wky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks
So you hated that and the OP hated the lack of personal contact to such an extent that they won't be going back. I imagine that was thought up by some w
ky consultant somewhere, who told the senior managers it will create a "trust bond" with the customer or some such bks What on earth are dealers supposed to do?
Sheepshanks said:
So you hated that and the OP hated the lack of personal contact to such an extent that they won't be going back.
What on earth are dealers supposed to do?
I didn't hate the drop off. I think it worksWhat on earth are dealers supposed to do?
I don't see the point of mixing it up though. Why do first half contactless (which is faster) then force the customer to endure 15mins of faffing at collection?
When all they had to do is email me everything when the work was done. You could even put the key back in the drop off box, send me a code via my invoice, to open the keybox and I can retrieve the key and be on my way in less than 3 mins. Worst case, give the key to reception and they can check im the owner and give the key to me.
I dont think it would make me not go to a dealer again. I just think its half arsed and probaly the result of some "blue sky outside the box" t
ttery 
My local dealer was great. You could speak with the service advisor who would discuss any concerns you had with the mechanic and agree any required or preventative work. They understood that each customer used their car differently and subsequently had different demands of the dealership, so adjusted their approach accordingly.
Unfortunately the dealership was part of chain which chose to shut down this particular branch about a year ago.
The service guy from my next (geographically) close dealership phoned me up while I was travelling back from dropping my daughter's car off for a service and MOT to him(!) asking what time was I going to be bringing the car in. The experience went downhill from there.
Chucking the keys into a box would have been preferable.
Unfortunately the dealership was part of chain which chose to shut down this particular branch about a year ago.
The service guy from my next (geographically) close dealership phoned me up while I was travelling back from dropping my daughter's car off for a service and MOT to him(!) asking what time was I going to be bringing the car in. The experience went downhill from there.
Chucking the keys into a box would have been preferable.
I can see how it could be convenient, however I had just spent £552 and would expect at least some personal contact on collection.
The previous service I had a query and had to wait 40mins to talk to someone due to them being short staffed. It seems like cost cutting at the expense of customer service.
They even text me a customer satisfaction survey!!
The previous service I had a query and had to wait 40mins to talk to someone due to them being short staffed. It seems like cost cutting at the expense of customer service.
They even text me a customer satisfaction survey!!
Kernow76 said:
I can see how it could be convenient, however I had just spent £552 and would expect at least some personal contact on collection.
The previous service I had a query and had to wait 40mins to talk to someone due to them being short staffed. It seems like cost cutting at the expense of customer service.
They even text me a customer satisfaction survey!!
The main dealer I used sent me a survey where I pointed out all the issues, the service manager then called me offering a free MOT to try and “win me back” the voucher for that never materialised then they sent me another survey! Safe to say the review was even worse. They haven’t contacted me since. The previous service I had a query and had to wait 40mins to talk to someone due to them being short staffed. It seems like cost cutting at the expense of customer service.
They even text me a customer satisfaction survey!!
Jamescrs said:
The main dealer I used sent me a survey where I pointed out all the issues, the service manager then called me offering a free MOT to try and win me back the voucher for that never materialised then they sent me another survey! Safe to say the review was even worse. They haven t contacted me since.
Nearly EVERY service manager I've met over the years has been a fking idiot. They're an odd bunch but they prioritise what their bosses tell them to or what makes them a kickback I guess.
Went in a Kia dealership today, have been mulling over a Niro for the missus.
We went inside to check out the "current" Niro as it's the same car underneath and size-wise etc all relevant, plus we might be able to stretch for the new shape.
Approached by the staff, was quite up-front. Would have been helpful to be told if they have anything relevant in stock but just a point to the lot and a shrug. This to me is where pre-sales customer service should be.
Asked why I wouldn't buy new and I was again quite honest that I'd have to be stark raving mad to buy a new EV. Cue 10 minute educational seminar about how we should PCP to a couple saying they were going to buy in cash - you have to admire their self-belief. I get it though, they almost don't want to sell anything unless they get scotchguard on it, an admin fee and a chunky finance agreement complete with kickback.
Went in a Kia dealership today, have been mulling over a Niro for the missus.
We went inside to check out the "current" Niro as it's the same car underneath and size-wise etc all relevant, plus we might be able to stretch for the new shape.
Approached by the staff, was quite up-front. Would have been helpful to be told if they have anything relevant in stock but just a point to the lot and a shrug. This to me is where pre-sales customer service should be.
Asked why I wouldn't buy new and I was again quite honest that I'd have to be stark raving mad to buy a new EV. Cue 10 minute educational seminar about how we should PCP to a couple saying they were going to buy in cash - you have to admire their self-belief. I get it though, they almost don't want to sell anything unless they get scotchguard on it, an admin fee and a chunky finance agreement complete with kickback.
I don’t mind the key drop-off, but I have no idea why when you come back you have to wait around and sign things before paying in person to someone wearing a suit, who’s only other job seems to be collecting the keys from someone else (presumably the mechanics)?
Why do main dealers do this instead of what happens in independent garages - you pay the receptionist who has all the keys on a board behind her?
How much do the men in suits get paid?
15 or 20 years ago, the routine was to hand over the keys to an elderly chap who took the car away and then brought it back when finished. An alternative option was to leave your car at the garage and drive away for the day in some little runabout. Neither of these options seem to be available nowadays (at least at my local VAG dealer).
Why do main dealers do this instead of what happens in independent garages - you pay the receptionist who has all the keys on a board behind her?
How much do the men in suits get paid?
15 or 20 years ago, the routine was to hand over the keys to an elderly chap who took the car away and then brought it back when finished. An alternative option was to leave your car at the garage and drive away for the day in some little runabout. Neither of these options seem to be available nowadays (at least at my local VAG dealer).
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