Dealer attitudes
Discussion
Had an interesting experience today.
Went to look at a few BMW 5 series, one at a main dealer, one at a large independant.
Main dealer was, to be honest, downright rude. I explained immediately, that i had never driven a new model 5 series, and i have never driven a diesel beemer. So i wanted a test drive to see if a 525 would do or if i had to have the extra performance of the 530d. He flatly refused to give me a test drive without discussing a deal first. I had told him that i would be buying outright so finance was not in question. So , feeling quite angry, left to see the nearby BMW indie.
This was worse! I at least got to SIT in the car this time, but yet again, the attitude was, that "sir, we sell upwards of 30 diesels a week, our customers do not need to test drive the car". What complete bollox. Listen to the customer!
This has only reinforced the usual stereotype that "some" BMW drivers have is alive and well at dealers too. I even feel incensed enough to write to BMW HQ. I will never buy a BMW.
So , feeling more wounded, i went back to my local saab dealer. Was handed the keys to several cars, took one out for an hour or so, came back and drove another one for 30 mins. No hassle, no questions, and upon my return he gave me a valuation for my car and the difference to change up to the one that i liked. What a difference. Even enjoyed the coffee. My pal that came with me was also offered a drive despite him saying that he wasnt buying a car.
Guess where my money is going ?
Went to look at a few BMW 5 series, one at a main dealer, one at a large independant.
Main dealer was, to be honest, downright rude. I explained immediately, that i had never driven a new model 5 series, and i have never driven a diesel beemer. So i wanted a test drive to see if a 525 would do or if i had to have the extra performance of the 530d. He flatly refused to give me a test drive without discussing a deal first. I had told him that i would be buying outright so finance was not in question. So , feeling quite angry, left to see the nearby BMW indie.
This was worse! I at least got to SIT in the car this time, but yet again, the attitude was, that "sir, we sell upwards of 30 diesels a week, our customers do not need to test drive the car". What complete bollox. Listen to the customer!
This has only reinforced the usual stereotype that "some" BMW drivers have is alive and well at dealers too. I even feel incensed enough to write to BMW HQ. I will never buy a BMW.
So , feeling more wounded, i went back to my local saab dealer. Was handed the keys to several cars, took one out for an hour or so, came back and drove another one for 30 mins. No hassle, no questions, and upon my return he gave me a valuation for my car and the difference to change up to the one that i liked. What a difference. Even enjoyed the coffee. My pal that came with me was also offered a drive despite him saying that he wasnt buying a car.
Guess where my money is going ?
Edited by Saabyfox on Saturday 19th August 20:29
beyond rational said:
No excuse, but probably didn't help that it was two blokes, probably thought you'd take it out for a laugh
Well i did think of that, but, to be honest, my mate was still sitting in my car whilst i was in the first dealership as he was making a phonecall, so obviously it was just me that offended the dealer
pjskel said:
Personally, I'd drive in to BOTH dealerships, in the new Saab, and ask politely to speak with the Dealer Principle or Sales Manager.
Take them outside, and show them your new car, letting them know their wonderful sale persons were SO helpful, they made your mind up to never buy a BMW.
I'd even go so far as to point them out (even if you can remember their names) inside, making sure they catch your eye when doing so - smile and wave remember - and then leave after shaking the SM or DP's hand, thanking them.
If nothing else, you'll have them reprimanded (or sacked if it's not the first complaint) and future women buyers to be taken more seriously.
Take them outside, and show them your new car, letting them know their wonderful sale persons were SO helpful, they made your mind up to never buy a BMW.
I'd even go so far as to point them out (even if you can remember their names) inside, making sure they catch your eye when doing so - smile and wave remember - and then leave after shaking the SM or DP's hand, thanking them.
If nothing else, you'll have them reprimanded (or sacked if it's not the first complaint) and future women buyers to be taken more seriously.
Future women buyers ? Dont remember having the Op ?
Seriously, i might complain to the dealership. I wouldnt expect that attitude if i was buying something from a teenager in Dixons let alone a multi million pound BMW dealership.
And Oh yes i remember their names.
DBSV8 said:
F
k them off and go to Lexus ..........better cars ,,,better dealerships ...better service...you wont look back... Funny you should say that, i tried to get book a test drive for one of the new IS220/250's and its almost a 2 week wait. Expect it's all the people flocking from BMW dealerships...
bigbubba said:
deva link said:
bigbubba said:
....I will drop everything if one of my customers needs my time.
That's an interesting comment.
I'm intrigued by who your customer is? It always struck me that in a car dealership there are so many layers of people involved that it's impossible to for the customer and dealer to build up any kind of relationship with each other.
Once someone has bought a car then they get passed on to aftersales (or whatever it's called) and the salesman takes no further interest. Any chance of building a relationship which could lead to referral / family / repeat sales is lost.
Good point, this is how it works in most dealerships. In ours it is a privately owned single dealership. I tell all of my customers to book their services through me, if they have any issues with the car then they ring me, if they need any parts it is the same story. I have a high referal rate.
Bubba
Exactly the reason why i go back to the Saab garage again and again. Its a faultless customer experience with them. Yes it should be like this everywhere, but as we all know and as this weekend's visits have proved, it is a sadly a rare occurence.
Have been in sales myself( although not cars ), and i know you have to qualify leads, most goods dont get a test drive etc, but most goods are not as different and individual as cars.
But as an opening response to my statement " i have never driven one of these before and would like to try one before buying" to be told " lets get the deposit sorted out now then"- its more than arrogant. I told him AGAIN, i can buy this outright, but not before i drive one and he lost interest. Get it in your head numbskull, i am not going to part with the best part of £15k without driving the car. If your other customers do so regularily, well more fool them.
I was smartly dressed, turned up in another Executive type car, and asked to drive a diesel. If i was going to want a chav test drive, surely i would have picked a 330ci or something- not a 2.5tds ?? I wasnt wearing jeans, a baseball cap, and had 300grams of ironmongery in my face. I couldnt have represented a buyer any more surely ?
An update to this story- this afternoon- said dealer called back and offered me a Part ex value to current car ( i didnt really ask for one as its probably going to the wife) - get this its £1600 less than book value, and unsurprisingly, £1600 less than the trade in offered by the saab garage. I have told him that i bought a car yesterday at a garage that gave me some respect as a customer. "thanks goodbye" was his reply. Somehow do not think he has learned his lesson
Saab 1 - BMW 0.
But as an opening response to my statement " i have never driven one of these before and would like to try one before buying" to be told " lets get the deposit sorted out now then"- its more than arrogant. I told him AGAIN, i can buy this outright, but not before i drive one and he lost interest. Get it in your head numbskull, i am not going to part with the best part of £15k without driving the car. If your other customers do so regularily, well more fool them.
I was smartly dressed, turned up in another Executive type car, and asked to drive a diesel. If i was going to want a chav test drive, surely i would have picked a 330ci or something- not a 2.5tds ?? I wasnt wearing jeans, a baseball cap, and had 300grams of ironmongery in my face. I couldnt have represented a buyer any more surely ?
An update to this story- this afternoon- said dealer called back and offered me a Part ex value to current car ( i didnt really ask for one as its probably going to the wife) - get this its £1600 less than book value, and unsurprisingly, £1600 less than the trade in offered by the saab garage. I have told him that i bought a car yesterday at a garage that gave me some respect as a customer. "thanks goodbye" was his reply. Somehow do not think he has learned his lesson
Saab 1 - BMW 0.
andyconda said:
Saabyfox said:
(BMW) dealer called back and offered me a Part ex value to current car... £1600 less than the trade in offered by the saab garage.
Saab 1 - BMW 0.
Saab 1 - BMW 0.
Saab dealer offers more than a BMW dealer on a Saab p/x. No sh1t Sherlock!
Put simply, BMW know that they've got a better product than Saab, and therefore they don't need to try as hard and don't need to offer generous p/x prices on "foreign" brands.
More to the point, NOT ONLY did i get better service, better sales environment and a nicer attitude from the Saab dealer, they told me that they would offer Glasses guide price- which was £1600 more than the BMW dealer did. The BMW dealer have done the same and thought- hey i can make £1600 more margin. I know the 530d is overall a better car than the 9-5 i am buying,thats why it was my first choice, but no way would i ever buy a Beemer now, and i am getting a FAR better deal (newer car, more discount and better trade in) from the Saab dealer.
Biggest point i think this thread makes is that attitude and assumptions on part of dealerships and salespeople can really stink, and hopefully car dealerships might stop being so arrogant when people vote with their feet and the chequebooks.
gwaredd said:
Sabbyfox: Whilst I agree that you have done the right thing by not buying a car from the BMW dealers you mention, I can't help but think you've done yourself over by buying a car you didn't really want.
Hell, if you're spending that amount of cash, there's plenty of other dealers out there & even more private sales at a better deal if you've got the cash, unless it HAD to be brand new?
If you turn up in you new saab at the BMW dealers to rub their noses in it, what's to stop him shrugging his shoulders & scoffing at the fact you've bought an inferior(some might say) car just because he was rude/you didn't convince him you were serious.
Hell, if you're spending that amount of cash, there's plenty of other dealers out there & even more private sales at a better deal if you've got the cash, unless it HAD to be brand new?
If you turn up in you new saab at the BMW dealers to rub their noses in it, what's to stop him shrugging his shoulders & scoffing at the fact you've bought an inferior(some might say) car just because he was rude/you didn't convince him you were serious.
Its not that i dont want the 9-5 Aero i have bought- believe me i like it, and it will be the 12th Saab i have owned. I know they are not as good subjectively as a 5 series, but they suit ME fine for the driving I do.
At the time, i had my sensible hat on and wanted a car that did alot better MPG than my current car ( which wouldnt be difficult to be honest) and i dont like the current Saab diesel engines- too small- hence why i went to look at a BMW 6 cylinder diesel, was also considering a IS220d but Lexus couldnt organise a test drive in one of those for weeks- they are selling well and have few demostrators to spare. But i have got such a good deal on that car I dont have to worry about fuel type for a while.
I was looking at a 2/3 year old 525d or 530d BTW-. Yes i could have gone to another BMW dealer , but these two soured the whole affair and the closest one to me has a worse reputation than the ones i visited!
I have no doubt that many people turn up and get freebie test drives or waste time, but i would have thought that is part of the car selling business, win some lose some. I was just shocked at how bad the dealers were. Hence why i have returned to the garage that treats me well and services my cars every year. I didnt mean this thread to offend any dealers out there, other than the 2 idiots whose presence i graced on saturday. Most of them, up until now, that i have come into contact with have been very good and obviously enthusiastic about cars.
ohopkins said:
Phil Hopkins said:
Some good stuff
In fact, if the salesman seems to have your best interests in mind on any part of the deal, you should subject this to extra scrutiny.
Phil Hopkins said:
You shouldn't have to force him to pay attention to you or give you a test drive, he should do these things automatically
The whole point of this thread is that you do, or be forced to compromise on your choice of car and engage in what is essentially a childish game of one upmanship.
No, as i started the thread, the point about it was that i could not believe quite HOW BAD a dealership, especially a main dealership could be.
I have not spited myself by not buying a BMW - i had plenty of cars on my wishlist; what i wanted to come over to anyone, and not just dealers, was that a good customer experience AND a good product wins the day. I had two bad customer experiences with 2/3 BMW dealerships in my area, and the 3rd had not been recommended either, so that was my reason for moving away from BMW , as well as the fact that i got a cracking deal off a much newer car with better trade in etc.
I wasnt having a go at dealers per se, just wanted to share frustration and bewilderment that service in this day and age can still be SO bad especially when you are spending a large amount of cash.
PhillVR6 said:
Just thought I'd mention Racing Green just outside Farnborough. I occassionally visit, once turning up in my old Corrado, but more recently in the Astra. Always in jeans and trainers.
I am always approached as a serious customer and always explain I'm just looking. Each and every time I have been offered a coffee and been told "the TVRs are on the ground floor and the Jaguars and classic cars upstairs, feel free to have a look around".
Guess where I'll be heading if I ever have some cash burning a hole in my pocket.
I am always approached as a serious customer and always explain I'm just looking. Each and every time I have been offered a coffee and been told "the TVRs are on the ground floor and the Jaguars and classic cars upstairs, feel free to have a look around".
Guess where I'll be heading if I ever have some cash burning a hole in my pocket.
Are you based in Farnborough then Phil?
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