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Old 03-09-2011, 08:02 AM
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I have never seen anything like this.

As a business owner, it blows my mind that I'm practically begging Jeep to let me buy their vehicle. I don't agree with but can understand certain "shortages" or problems with getting materials for the Jeep but when my JGC that I've waited over two months has been sitting two hours away from me for over 5 days... there's a problem. I've talked to my dealer of course and even called the Chrysler help line and no one knows anything. In fact the guy from Chrysler was quick to tell me that "it's not our fault and it's not even our company that handles transport." Wow, if FedEx or UPS just lost my product for 5 days I would make sure they fixed the situation or I would use someone else.

Grrr, ok I've whined enough. Just thought you guys would be the only ones to really understand.

ps. If I'm not in my Overland by Monday there will eventually be a loaded 4x4 V8 Hemi Black Overland in MS that you're welcome to buy.
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Old 03-09-2011, 08:20 AM
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Re: I have never seen anything like this.

Wow. Yeah I agree with ya bud. That's def their responsibility to follow up on and complete the sale. Good luck, I hope it works out for ya.
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Old 03-09-2011, 08:37 AM
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Re: I have never seen anything like this.

That is how my buying experience was. The acted like it wasn't a big deal that I test drive, didn't give me any gas, and then the actual buying experience felt like this, as if they were doing me a favor.
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No need for decaf. The is the internet. When people challenge you, you have to fly way the hell off the handle. If you don't, you're doing the internet wrong.
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Old 03-09-2011, 09:16 AM
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Re: I have never seen anything like this.

The thing that holds the US car companies back is no longer product... it's service.

Not much more to be said.
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Old 03-09-2011, 09:29 AM
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Re: I have never seen anything like this.

The buying experience is so important to a brand...it attaches emotions that last every time one gets into the vehicle. When you have a great product(s) you want to attach happy emotions to the brand. Bad dealership experiences don't do that and for some create resentment that can last a long time and negative word of mouth advertising.

I had posted my sister's late December buying experience of her Infiniti SUV...unbelievable white glove service and they gave her the expected good price too. They treated her and her family with amazing attention.

Bad dealers (some act like hit and run crooks that don't care about your future business and only want to score a hit on ignorant people) and the lack of transparency (along with a bunch of just wrong information) on ordered vehicles just doesn't cut it in the competitive auto market today.
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Old 03-09-2011, 10:07 AM
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Re: I have never seen anything like this.

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Originally Posted by Dan JGC View Post
The buying experience is so important to a brand...it attaches emotions that last every time one gets at the vehicle. When you have a great product(s) you want to attach happy emotions to the brand. Bad dealership experiences don't do that and for some create resentment that can last a long time and negative word of mouth advertising.

I had posted my sister's late December buying experience of her Infiniti SUV...unbelievable white glove service and they gave her the expected good price too. They treated her and her family with the amazing attention.

Bad dealers (some act like hit and run crooks that don't care about your future business and only want to score a hit on ignorant people) and the lack of transparency (along with a bunch of just wrong information) on ordered vehicles just doesn't cut it in the competitive auto market today.

We have a new GM and Chrysler now but "old" GM and Chrysler dealers. Most of the dealers NEVER changed. Many (but not all) are the same greasy salesman who's only incentive is to rip off the customer. Many (but not all) could care less about the buying experience because to them it translates very little to their wallet.

The other thing that AMAZES me is how ill-equipped and unprepared most people are to actually sell cars. I can't believe how much more knowledgeable I am on the vehicle than the dealer. Why aren't they spending time on the internet like me trying to learn more about the product they are selling? Why aren't managers at the dealership making sure that the sales force knows the product and how to treat customers? It's embarrasing.

This is culture. It's something that is changing at the auto manufacturers because there is new blood. But for the most part it's the same old dealers and it's going to cripple this turnaround if things don't change. The Big 3 need to be winning on THE ENTIRE OWNERSHIP experience and not just the product.

(My apologies for the hard-working sales guys that don't fit the mold I outlined above. But I strongly believe you are the exception and not the norm.)
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Old 03-09-2011, 10:28 AM
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Re: I have never seen anything like this.

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The buying experience is so important to a brand...it attaches emotions that last every time one gets into the vehicle. When you have a great product(s) you want to attach happy emotions to the brand. Bad dealership experiences don't do that
Totally agree. After a few decades of buying new vehicles, my WK2 is the first time I bought a Jeep/Chrysler product. The Chrysler dealers were stuck in the 70s IMHO, and I visited several dealers whom I would not want cutting my lawn much less handling my sale/service before I finally found a good one. I'm lucky to be in Chicago and have multiple choices. You are so on the money about the buying experience.

Edit: Zeigler in Schaumburg - terrific sales and service team!
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Old 03-09-2011, 10:46 AM
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Re: I have never seen anything like this.

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Originally Posted by Jpjr View Post
The thing that holds the US car companies back is no longer product... it's service.
Could not agree with you more.

I really enjoy the new GC and think its a great vehicle but would have to seriously reconsider purchasing another after the way the selling dealer, and more importantly Chrysler, have handled my post delivery issues.

Thankfully there are still good service departments out there. I did some research and found a new dealer who has gone above and beyond to make me happy - and they didnt even sell me the Jeep.

When it comes to salesmen it's totally hit and miss. I find that most dealerships have 4 or 5 older salesmen that have been there for years and have enough returning business that they dont really care about walk ins. Or like you said you get the new guy who knows nothing about the vehicles and you end up teaching them the features while on the test drive.

It's shocking that the owner or manager of these dealers does not invest the time in finding knowledgeable and helpfull salespeople. They are driving your buisiness so why have a clown standing at the front door greeting customers and scaring them away for good? The negative experience comes back to bite them two fold because word of mouth gets around very quickly these days thanks to the internet.
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Old 03-09-2011, 12:05 PM
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Comparing my recent Land Rover purchase to my new Overland was a joke!

My wife was driving a BMW X5 (and prior to that a Lincoln Navi), and my last three vehicles were Infiniti's and then most recently the new Cadillac CTS. I would say the dealers for all the above mentioned vehicles were very good, friendly, helpful, and genuinely wanted to EARN my business. Of the bunch, probably the Lincoln dealer was on the low end of that group but still excellent.

My wife and I sent our leased BMW back after the lease was over, and we picked up a Land Rover LR4 as it's replacement. This was back in Aug. The Land Rover Dealer BENT over backwards, forwards, and every other direction one might contort their body to earn my business. This was even given the fact that they had no vehicle to sell me, but had to track one down and swap an order out to get it. They did everything to make the experience top flight. They gave me a test drive vehicle on a Friday and said "take it for the weekend". I told them we'd be driving up north (about a 200 to 250 mile round trip) and they said "no problem, just bring it back Monday sometime". They filled it up with gas on the way out. What's funny is when I returned it with a full tank, the dealer laughed and said he forgot to tell me not to worry about it. To make up for that, he filled my tank up on the new LR4 (once at pick up, and once again when we stopped back in for a free car wash which is something we can do for as long as we drive the LR4 we got from them).
They've called several times to make sure we were happy, and I came away thinking we were treated better by LR then any other car manufacturer / dealer in the history of our car buying experiences. We even got a great deal on the LR4 so I almost felt like we took advantage of them! I know that's not the case, but it was a great buying experience.

Fast forward to my new Overland purchase two weeks ago. I show up at the dealer to pick up the vehicle at the designated time. Not only is the vehicle NOT ready, the salesman didn't come into work (said he was sick, but the guy that took me through the vehicle when it was ready said the the other guy was hung over which was typical on Mondays for him). It wasn't until I pulled out of the lot that I realized that the car only had 1/4 tank of gas. Are you kidding me! That's the first time in about 20 purchases over the past 25 or so plus years that I've ever picked up a brand new or even used vehicle from a dealer and they didn't fill up the tank! The dealer is recently renovated but still feels like it's stuck in the 80's. Needless to say, I came away with feeling like I was the latest sucker to show up and buy a vehicle from them. It wasn't a very glamorous experience. I did order the vehicle through them, and they were able to get delivery for me (probably luck on their part) very quickly, but getting a hold of them during the process was difficult and some days, my voicemails or emails went unanswered until the next day. It just always felt like they could care less if I bought from them or not.

I love the truck so far, so I guess I should stop complaining. It's just that this post brought up pretty much what I'd been thinking since I decided to purchase, and then eventually took delivery of my new American automobile. Shame the domestic boys are still not seeing what's right in front of their noses!

Sorry for my long winded rant!

Cheers,

Joe
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Old 03-09-2011, 12:08 PM
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Re: I have never seen anything like this.

To expand on brands....have you ever noticed some commercials don't even bother to promote the actual product anymore...they promote happy emotions and memories attached to it.

When was the last time you saw an M&M's commercial about how good their chocolate is...the quality, the taste, etc. Probably not in decades. It is all about emotional attachment to the brand since everyone knows it is good chocolate (maybe not the best chocolate, but pretty darn good). This is what builds brand loyalty...a competitive advantage...that people just buy the M&M's instead of a competing similar or better candy. They feel good about it before, during, and after....

With a new vehicle the dealer is an intimate partner in the buying experience with the buyer - they represent the brand in the flesh (unlike when buying some chocolate) so it is even more critical. In today's deluge of competing products...we have supply gluts...it is about emotional attachments that drive sales now and in the future.

Jeep needs a comprehensive knowledge management system and a revamped buying experience/dealer network....to really compete.

But heck...what do I know.... LOL
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Old 03-09-2011, 12:19 PM
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Re: I have never seen anything like this.

I can't speak to the ordering woes, I think that is universal to most brands. That is why I shopped off the lot, too many of these available to have to wait for.

So true about the dealer experience. I was lucky that the first dealer I looked at for the wk2 was excellent (Huffines in Plano, TX) and that treatment and their honetst earned my business over price. The consumer is partly to blame there I guess, we want rock bottom dollar, but that is hard to marry to top rung service. If you find a good dealer, do your part and treat them well in return.
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Old 03-09-2011, 12:31 PM
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Smile Re: Comparing my recent Land Rover purchase to my new Overland was a joke!

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Originally Posted by WK24ME View Post

It wasn't until I pulled out of the lot that I realized that the car only had 1/4 tank of gas. Are you kidding me! That's the first time in about 20 purchases over the past 25 or so plus years that I've every picked up a brand new or even used vehicle from a dealer and they didn't fill up the tank!
I ordered an Overland a few weeks ago and was fortunate to get the Treadlightly price. I noticed it was about twenty bucks off but I wasn't going to quible. When I got home I took a closer look, missed it at the dealers. I bought 7 1/2 galons of gas.
I look on the bright side. I got it for about 3$/gal by the time, I pick up my Overland the price of gas is likely going to be well over $4. That's a cool 7 bucks that I made
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