Customer 1, Dealer 0! (Long, but good)
10-14-11 | 09:35 AM
#31
Racer
Joined: Jun 2003
Posts: 1,749
Likes: 23
From: New York
How is it some huge win?
Unless the internet is brand new to you, the number of stores that advertise their store price on the internet is miniscule. Expecting to walk into a DEALERSHIP and pay an internet price is ridiculous. At least go an extra step and pay for it online and TRY to pick it up at the nearest dealer to 'save them' on their shipping costs. To call it misleading because the internet price applies to the internet price is well......
Even already knowing the internet price you still complained that you're buying a jar of Vaseline.
I just looked online and most places are charging 5.95 for shipping. You're in NY so that product also comes with over 8% of taxes. So even online it's over $20 shipped. And I truly hope that it wasn't a Honda dealer in Manhattan that you were trying to bargain shop.
So for a $15 tube of silicone you
Researched online - said I can't wait to have this product shipped to me at a lower price, I have to go to the dealer
Haggled with the parts clerk
call another dealer like that has any significance to the dealer you're at but you call anyway knowing it's a 40 min drive
Go back to the parts clerk
Tell them you're going to leave but you don't
Then its receptionist to service manager
Service Manager who has no power over parts manager tells you sorry no go
You then tell the Honda Dealership that they should be like Lexus
Because they don't care about your opinion, you gave her a 'polite' earful.
Then it's back to the receptionist because you're a letter writer and feel validated because the receptionist agrees with you.
Now it's on the General Manager who after hearing you rant, gets the parts manager and they decide to give you the tube of grease to get you the hell out of their dealership so they can get on with their day.
All this because you've given then 10's of thousands of dollars over the years. So basically you bought one car in total.
In between every point in your timeline the story could have ended with:
"I said there's no way I'm paying that price, I'll get it cheaper on the internet and wait the three or four days for it to come in"
That's fine, I understand the gist of the story, but before I crown you the next Ghandi for standing up to the man, there is a vetting process. All this time, effort and aggravation of a tube of grease? At the end you still ended up getting a product for free so what did the dealership gain by eventually providing you with the customer service level you claim you've earned. You theaten them with a negative review and the guy gives it to you for free and yet, they still get a negative review.
Maybe my props are just getting harder to give these days.
Unless the internet is brand new to you, the number of stores that advertise their store price on the internet is miniscule. Expecting to walk into a DEALERSHIP and pay an internet price is ridiculous. At least go an extra step and pay for it online and TRY to pick it up at the nearest dealer to 'save them' on their shipping costs. To call it misleading because the internet price applies to the internet price is well......
Even already knowing the internet price you still complained that you're buying a jar of Vaseline.
I just looked online and most places are charging 5.95 for shipping. You're in NY so that product also comes with over 8% of taxes. So even online it's over $20 shipped. And I truly hope that it wasn't a Honda dealer in Manhattan that you were trying to bargain shop.
So for a $15 tube of silicone you
Researched online - said I can't wait to have this product shipped to me at a lower price, I have to go to the dealer
Haggled with the parts clerk
call another dealer like that has any significance to the dealer you're at but you call anyway knowing it's a 40 min drive
Go back to the parts clerk
Tell them you're going to leave but you don't
Then its receptionist to service manager
Service Manager who has no power over parts manager tells you sorry no go
You then tell the Honda Dealership that they should be like Lexus
Because they don't care about your opinion, you gave her a 'polite' earful.
Then it's back to the receptionist because you're a letter writer and feel validated because the receptionist agrees with you.
Now it's on the General Manager who after hearing you rant, gets the parts manager and they decide to give you the tube of grease to get you the hell out of their dealership so they can get on with their day.
All this because you've given then 10's of thousands of dollars over the years. So basically you bought one car in total.
In between every point in your timeline the story could have ended with:
"I said there's no way I'm paying that price, I'll get it cheaper on the internet and wait the three or four days for it to come in"
That's fine, I understand the gist of the story, but before I crown you the next Ghandi for standing up to the man, there is a vetting process. All this time, effort and aggravation of a tube of grease? At the end you still ended up getting a product for free so what did the dealership gain by eventually providing you with the customer service level you claim you've earned. You theaten them with a negative review and the guy gives it to you for free and yet, they still get a negative review.
Maybe my props are just getting harder to give these days.
10-14-11 | 09:37 AM
#32
Wow, it was a simple point that some people just don't get.
It's about principle. I don't think the dude would have been frustrated had the actual cost been communicated properly.
Sometimes it is VERY neccesary to stand up for the little things. Think of it as a reminder to a company that customers need to be the point of focus.
For everyone that actually makes a valid complaint and expresses their displeasure, there are likely numerous others who silently said to themselves "F it. I'll just do my business elsewhere".
It's about principle. I don't think the dude would have been frustrated had the actual cost been communicated properly.
Sometimes it is VERY neccesary to stand up for the little things. Think of it as a reminder to a company that customers need to be the point of focus.
For everyone that actually makes a valid complaint and expresses their displeasure, there are likely numerous others who silently said to themselves "F it. I'll just do my business elsewhere".
So what exactly what the point? Exactly. If you learned something new from this episode, please share.
Yes you have the right to complain. But in the end, you got it for free and yet you still write a negative rant? I would have had more respect for the guy if he said "No thanks to the GM, I don't want anything for free, I'm more than willing to pay the internet price plus the tax"
F it, I'll do my business elsewhere is what's supposed to happen. Enough customers do that and it solves the problem on its own. That is the beauty of choice.
10-14-11 | 10:18 AM
#33
Pole Position
Joined: Sep 2010
Posts: 270
Likes: 0
I didn't "learn" anything as proper business practices just seem logical to me. But someone not as familiar might have learned the importance of properly labeling pricing on websites, and that it's possible for an employee to tell a customer "no" and still be regarded as providing good customer service.
FYI: Arrogance and ignorance by staff are usually a turn-off to most customers.
FYI: Arrogance and ignorance by staff are usually a turn-off to most customers.
10-14-11 | 11:54 AM
#34
Thread Starter
Advanced
Joined: Dec 2009
Posts: 749
Likes: 10
From: NY
Alucard understands me completely. I was not trying to teach anything, just sharing an experience. And how did I give a dealership a Negative rant? I never mentioned the dealer name. I'm sure I'm not the only one that has ever felt this way. So, what you are saying is, I should EXPECT to pay more, or in this case DOUBLE the price when I walk up to the parts counter for an item, and just expect that......And it's okay for people to be rude. There should be some sort of law that says that they need to have a listing of internet vs. counter price. It is not the burden of the customer to EXPECT that the price MUST be more when I go to the counter, especially when there is one price listed on the website. That is rediculous. And I did not RESEARCH anything. So Don't color me shrewd. I simply LOCATED the honda part located at the dealer closest to me, saw the price and proceeded to try and purchase it the next morning as I live 3 min away from it.
I wasn't expecting to be crowned the next Ghandi.
Principles are principles. Big or small. This is not some "huge win". The price tag has nothing to do with the principle. You can look at it under your scope, and I will look at under mine. There is a REASON why Lexus has high customer satisfaction. I guess I am spoiled by my car and the service that comes with it.
Anyway, I agree to disagree.
I wasn't expecting to be crowned the next Ghandi.
Principles are principles. Big or small. This is not some "huge win". The price tag has nothing to do with the principle. You can look at it under your scope, and I will look at under mine. There is a REASON why Lexus has high customer satisfaction. I guess I am spoiled by my car and the service that comes with it.
Anyway, I agree to disagree.
Last edited by Lust4Lexus; 10-14-11 at 12:01 PM.
10-14-11 | 11:56 AM
#35
Thread Starter
Advanced
Joined: Dec 2009
Posts: 749
Likes: 10
From: NY
Wow, it was a simple point that some people just don't get.
It's about principle. I don't think the dude would have been frustrated had the actual cost been communicated properly.
Sometimes it is VERY neccesary to stand up for the little things. Think of it as a reminder to a company that customers need to be the point of focus.
For everyone that actually makes a valid complaint and expresses their displeasure, there are likely numerous others who silently said to themselves "F it. I'll just do my business elsewhere".
It's about principle. I don't think the dude would have been frustrated had the actual cost been communicated properly.
Sometimes it is VERY neccesary to stand up for the little things. Think of it as a reminder to a company that customers need to be the point of focus.
For everyone that actually makes a valid complaint and expresses their displeasure, there are likely numerous others who silently said to themselves "F it. I'll just do my business elsewhere".
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