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Ten Out Of Ten For Inattentiveness

, , , , , | Working | January 9, 2020

I was in the market for a new car, but I kept putting it off due to the love of my old car, the apprehension of car payments, and the intimidating car-buying process. I had been driving my parents’ old car, sixteen years old, and for several valid reasons, they felt it was unwise and unsafe for me to continue driving it, so they took matters into their own hands. I had visited a couple of dealerships, performed a couple of test drives, and finally decided on what make and model, but was prolonging the choosing of the actual vehicle.

My mother made a couple of phone calls to different dealerships and got me a good deal at one that they had used before, but I would have to go in and actually negotiate. I have had poor experience with the company with servicing my old car, but since it was a different make, different staff, different managers, different building, etc., I figured it wouldn’t hurt to try them. The worker who had been talking to my mom passed me on to a salesman who was pretty nice. 

Throughout the entire process, from inquiries, to test drives, to negotiating, to actually buying the car, I provided all my details several times and on several forms. Yet each time we moved on to the next step, the salesman reverted my information back to my mother’s. I didn’t live with her, so he should have no reason to keep her information attached to me. This even happened after I purchased the car. He had me input my information electronically on their tablet, I also completed a form with the manager that they would give to the RMV, and still, all the information was incorrect. Good thing I noticed before they completed the registration.

After I drove off the lot in my new set of wheels, I awaited the after-sale survey and new buyer emails the salesman told me I would receive. No surprise, my parents received all the emails, and I didn’t receive any. I contacted the dealership again to change my information, and they told me they did after the second time, but I have yet to receive anything from them. My satellite radio subscription went to my parents, as well, so I had to take some time changing that, as well as the service rewards program. The survey also went to my parents.

I remember the salesman asking for all tens so he could get a bonus. I take surveys somewhat seriously, so while many aspects were tens, some were nines, eights, or sevens. I didn’t give horrible remarks, but I thought with all the oversights, giving all tens wouldn’t be truthful. 

He texted me later, asking if I had completed the survey, because “it was done wrong.” I played dumb, pretending that I never received it, reminding him that he had never put in my information correctly at any of the steps, so perhaps my parents received the survey. When it came time to do my 5000-mile service, I went to a different dealership and had my information transferred over.

I told my parents about the survey and the response — they each had accompanied me to different parts of the sale. My dad thought I should have given him all tens because it didn’t really matter. My mom thought I did the right thing. I kind of feel bad about the survey, but at the same time, I kind of don’t.

Urgent: I Do Not Think That Means What You Think It Means

, , , , | Right | December 5, 2019

I work at a car dealership. It’s the Friday before a long weekend. We have a busy day booked already, but we anticipate that we’ll get some calls and drop-ins from people who want to go out of town for the holiday and neglected to ensure their car is ready until the very last second. We are correct, but one in particular really takes the cake. He calls and talks to two different people, telling them both that he wants to go to Yosemite and urgently needs to get his service done. They both tell him if he doesn’t want to make an appointment for a future date he can bring in the car and leave it with us and we’ll work it in between or after when customers who had appointments need their cars — our normal answer, holiday weekend or not. We know he’s an extra-special sort of guy because he tells both of them the same thing: we should do his car first because he’s more important than the people who scheduled appointments, and he feels it is urgent because he wants to be on the road as soon as possible. He insists that we have to do this for him.

Both of them tell him the same thing: no, but in a more polite way. They say they don’t have the authority to make that call. So, naturally, he wants to talk to a manager. He hangs up before being connected the first time — perhaps because he is So Important — but the second time does successfully speak to the head of the service department. The manager tells the customer exactly what the other two employees told him: bring it to us and we’ll work it in, but the needs of the customers who scheduled appointments come first because that’s why we recommend scheduling appointments. If he wants it done as soon as possible, the earlier he brings his car the better. He finally relents and says he will bring his car immediately, but we are not to lose sight of how urgent his needs are.

He does end up bringing his car in… almost five hours after he talked to the manager.

Gee, I’m sure sorry we didn’t hold off on working on any other cars until his arrived and was done like his original demand. Obviously, it was very urgent.

The Number-One Problem Drivers Face These Days

, , , , , | Right | December 4, 2019

We don’t wash service cars at my dealership. We have a detail department and there is one wash bay, but we don’t have a drive-thru car wash and with our volume, it’s just not feasible to wash every car by hand one at a time. Since people tend to expect a free car wash out of a dealership service visit, we instead contract with a local car wash chain and hand out vouchers so customers can go there for a wash and vacuum.

A customer comes in irate. He had an oil change and tire rotation done at our shop last week. And he swears that during his service visit, someone peed in his car.

So, that’s already special. But making it even more special is what he claims is undeniable proof that someone peed in his car: when he came to pick it up, he was given a free car wash voucher. And why on earth would we have given him a free car wash voucher if we weren’t covering something up? Not only did someone pee in his car, we knew about it. There is, of course, no other reason we would have possibly given him a voucher for a free car wash. Except for someone peeing in his car.

It’s the only explanation.

Here Is One Coupon For Extra Confused Customer

, , , | Right | November 25, 2019

(I work as a cashier in the service department of a car dealership. An older woman is brought up to the counter by her service writer, who is basically her liaison to the technician and who keeps her updated on what’s going on with her car and the services. She signs the paperwork and starts to walk away.)

Me: “Uh, ma’am, I still need money, please.”

Customer: “For what?”

Me: “For the oil change and the touch-up paint.”

Customer: “Then what was the coupon for?”

Service Writer: “It was for an oil change for [price].”

Customer: “Oh. Then what am I paying for?”

Me: “For the oil change and touch-up paint.”

Customer: “Oh. I thought the [price] coupon would cover it.”

(Evidently, the woman didn’t think there was a difference between the coupon and a gift card.)

Sparkling With Fizzy Fury

, , , | Right | October 25, 2019

(A friend of mine works in car sales for a major German car manufacturer. There is one woman who is a continual bane to the dealership. Almost weekly she calls and complains about things that are wrong with her car and demands they change them. She always causes such a fuss that she gets a number of free services and discounts. One day, she starts to threaten with legal action over something apparently minor. Most people there hate dealing with her but because she and her husband spent lots of money, the boss tries to keep them happy despite that they’re a major pain. As a gesture of goodwill, they send her a bottle of pretty nice champagne and my friend gives her a courtesy call to see if it has been received. Immediately, he can tell this will be hard.)

Customer: “Hello?”

Friend: “Oh, hello, Mrs. [Customer]. It’s [Friend] from [Dealership].”

Customer: *snaps* “WHAT DO YOU WANT?”

Friend: “Err… I was just calling to see if you received the bottle of champagne we sent you recently!”


(After that one, their boss no longer encouraged them to try and keep her happy and told the woman to find a new dealership because they were fed up with dealing with the abuse.)