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Play Stupid Games, Win Zero Prizes

, , , , , | Working | August 27, 2021

My husband and I are looking to buy a new car. We’ve booked an appointment with the same garage we purchased mine from a year ago. We have our appointment with a salesman and explain the specifications we want.

Salesman: “Let me go speak to my manager about pricing really quickly.”

He leaves. Five minutes pass. And then ten minutes. And then fifteen.

I flag down another salesman who promises to find him. He never comes back.

Twenty-five minutes later, I ask the receptionist — who has just returned from lunch — where our original salesperson is, and she shrugs.

Receptionist: “Well, I don’t know, do I?!”

We left. I fired off an email to their head office and got an instant reply apologising, offering us a substantial amount toward a new car and a private appointment with the head of the area.

When we went back, we found out that the salesmen had been playing a game seeing whose customer would wait the longest. This was an expensive game; it cost three salespeople their jobs and the company nearly £3,000 on us alone.

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Server Of Nine

, , , , | Right | August 12, 2021

The dealership where I work has two different opening times: 7:00 am and 9:00 am. The only things open at 7:00 am are service and parts; everyone else comes in at 9:00. The 9:00 am opening is listed first in all of the online listings and on the door, so most people assume everything opens at 9:00.

Shortly after 7:00 am one day, I get this call.

Me: “Thank you for calling [Dealership]; how may I direct your call?”

Customer: “Yeah, I need to speak with [Salesman] or [Finance Guy].”

Me: “They won’t be in until nine.”

Customer: “Oh. Is there anybody else in sales who can help me?”

Me: “They don’t open until nine.”

Customer: “What about in finance?”

Me: “Not until nine.”

Customer: “Is there anybody there who can help me?”

Me: “The only things open right now are parts and service. Everybody else comes in at nine.”

Customer: “Oh. So, when do sales open?”

Me: “Nine.”

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Loaner Moaner

, , , , | Right | August 11, 2021

I work in a dealership. The person who gives out loaner cars is in the same office as I am, so I hear everything.

Coworker: “Okay, I just need a debit or credit card, proof of insurance, and your driver’s license.”

The customer gives her everything.

Coworker: “Oh, this insurance is expired. Do you have any recent insurance?”

Customer: “That’s what I keep in my car.”

Coworker: “Okay, but I need recent, non-expired insurance to put into my system.”

Customer: “This is ridiculous. It’s the same information.”

Coworker: “Sir, this expired three years ago.”

Customer: “So?”

Coworker: “I can’t give you a loaner car without updated insurance. If you call your insurance company, they can send you a copy of it.”

Customer: “This is f****** ridiculous! I don’t need to do that! I drive a Corvette! My insurance isn’t expired!”

Coworker: “I need proof it’s not expired.”

Customer: “I don’t have that! What do you expect me to do, take the f****** bus? Get me your manager.”

My coworker went into the service section and talked to the service manager, who backed her up. There was a bit more yelling from the customer before he left, but I couldn’t make it out because of an echo and a wall of plexiglass. Guess who didn’t get a loaner?

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Trial By Redial

, , , | Right | August 3, 2021

Whenever someone calls the dealership, they get me, and I direct them to whoever. Even if someone doesn’t know who exactly they need to talk to or which department, I can usually figure it out. And then, there’s this guy.

Me: “Thank you for calling [Dealership]. How may I direct your call?”

Customer: “Someone just called me and I’m returning the call.”

Me: “Okay, do you know who called you?”

Customer: “No, isn’t that your job?”

Me: *Takes a deep breath* “Do you know why someone may have been calling you?”

Customer: “No. I just hit redial on my phone. I didn’t listen to the message.”

Me: “Could it have been for finance? Service? Tags?”

Customer: “I don’t know. Maybe it was about a car I asked about?”

Me: “Okay.”

I directed him to a sales manager. A minute later, I heard that same manager paging the rental car guy to take a phone call. I don’t know if he ever found out who called him.

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Everyone Needs To Stop And Check Once In A While

, , , | Right | July 22, 2021

Whenever a customer uses a check, we have to run the check through a scanner operated by a third party in order to make sure it’s real. Yesterday, the scanner was slow but still worked. 

The first time I get a check today, I put it into the machine, but it won’t scan. It won’t even attempt to scan. I ask a coworker to help, but she can’t make it scan, either. We call a tall male coworker over to see if he can reach behind it to unplug it and plug it back in since we are too short.

Me: “I’m sorry about the wait, sir.”

Customer: “What’s taking so long? I’ve been standing here for twenty minutes!”

Coworker: “We’re having trouble with the scanner, and we can’t reach to unplug it.”

Our tall coworker appears and unplugs it for us, but that doesn’t work, either, so we call the helpline. Maybe five minutes have passed.

Customer: “Do I even need to be here?”

Coworker: “Yes, we’re going to need you to sign some stuff once we get the check approved.”

I put the call on speaker since they have me on hold for a minute. I don’t take the call off of speaker after they pick up.

Helpline: “Thank you for calling [Company]. Can I get your ID number?”

Me: “It’s [super long number]. Our check scanner isn’t working. It’s not even attempting to scan the checks. We tried unplugging it, but nothing changed.”

Customer: *Yelling* “You tell him you have a customer here who’s been waiting over twenty minutes!”

Helpline: “Okay, do you have time for some troubleshooting, or should we try to process the check over the phone?”

Me: “Can we do it over the phone? The customer is very irritated.”

I then read the check info out loud and get approval to proceed with the transaction. Meanwhile, the customer continues to try and yell over me while I’m talking with the helpline. My coworker gets on the other line and tries to page two different managers to come help, but neither of them responds. She eventually leaves to go track one down and drag them back to me, but the manager is reluctant to come. Only after one of the service guys goes to the manager do I finally get some help.

The check is approved and I pass the phone to my coworker to do the troubleshooting while I process the transaction to get the guy out of my hair. I hand him something to sign.

Me: “And this is a down payment, correct?”

Customer: “Yeah. My ex-wife will be by later with the rest of the payment.”

I hand him his receipt and let him keep yelling at the manager. After the guy leaves, the manager approaches me.

Manager: “Why didn’t you call me?”

Me: “We did! We tried calling you and [Other Manager]!”

Coworker: “You handled that well.”

Me: “Please. I’ve dealt with worse at [Grocery Store where I used to work]. This guy was nothing, though I think I know why he and wife divorced.”

His ex-wife did come by a few hours later to pay for the other half of the car, which was in her name. She was a lot more pleasant to deal with.

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