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  #85  
Old 06-26-2013, 10:50 AM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by Willx View Post
Not rocket science, you reacted exactly the way 60-70% of customers would.

If I were the service manager I would have started with "we don't know if this happened here but I will take you at the benefit of the doubt" I would have then proceeded to try and negotiate something that was fair and at least have the dealership pick up part of the costs. These are conversations that need to be carefully gauged because I work for the dealers, I want them to make money too. You know what though, if that wasn't acceptable to you, I would tell any service manager to pick up that tab. I mean really what is $100.00 and change for a loyal customer?
Splitting it 50/50 would have been perfectly acceptable to me. The fact that they outright refused to accept any responsibility for breaking the lock while it was in their care, and that "you could've broken it at McDonalds" comment were a bit much. It was pretty much all labor. It cost them less than $100. And for that, they lost all my future sales and service. Ridiculous.
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  #86  
Old 06-26-2013, 10:56 AM
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Originally Posted by amc2002 View Post

Splitting it 50/50 would have been perfectly acceptable to me. The fact that they outright refused to accept any responsibility for breaking the lock while it was in their care, and that "you could've broken it at McDonalds" comment were a bit much. It was pretty much all labor. It cost them less than $100. And for that, they lost all my future sales and service. Ridiculous.
Again, these situations are very predictable. The math is also proven, some dealers just outright suck

I have seen it go the other way too. Customers who are always abusive and want everything for free. But that is rare, and I just tell the dealership to fire the customer

Most people are cool, they just want their $h1t fixed and fixed properly.... who can argue that!!!
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  #87  
Old 06-26-2013, 03:37 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Very interesting reading your posts Willx, I used to consult with car dealerships and designed customer retention plans and systems helping them drive sales business to service business back to sales business. Your experiences and observations are spot on.

Small world.

So far so good with the Jeep. To be honest I did go out and drive some vehicles to replace it with since I am 6,000 miles from the end of the warranty. Drove the Hyundai Santa Fe (the 7 seater), the Nissan Pathfinder & the Infiniti JX35..on top of all the other vehicles I had driven before I got the Jeep such as the Explorer, etc. Man...I hope I can get the Jeep squared away because there is just nothing out there I would be excited about replacing it with.
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  #88  
Old 06-26-2013, 03:43 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

It is interesting though what some sales departments will do to people though isn't it?

I have followed your story a lot on this because the topic is always out front for me. Hopefully you do get it sorted, I drive lots of stuff and you are right, the fit is just there for me in the Jeep too.
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  #89  
Old 06-26-2013, 04:26 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Oh its absolutely incredible, the short sightedness is unreal.

Yeah I hope its sorted out too. I'd be willing to get into a 2014 and try out another one, I like the vehicle that much, but I know that would be a hard sell to my wife.
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  #90  
Old 06-26-2013, 04:31 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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I like the vehicle that much, but I know that would be a hard sell to my wife.
Wife Factor, way less predictable or mathematically calculable
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Old 06-26-2013, 04:43 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Yup, she drives the Jeep primarily and she is very frustrated with the failures.
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  #92  
Old 06-26-2013, 06:20 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

You are so right in your observations.


Quote:
Originally Posted by Willx View Post
Again, these situations are very predictable. The math is also proven, some dealers just outright suck

I have seen it go the other way too. Customers who are always abusive and want everything for free. But that is rare, and I just tell the dealership to fire the customer

Most people are cool, they just want their $h1t fixed and fixed properly.... who can argue that!!!
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  #93  
Old 06-26-2013, 08:19 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by bill_de View Post
A lot of people feel that way. But, what you are really doing is bringing them work. The service department makes their money fixing those problems.

When I decided to switch dealers for service, I told the service manager right off that I didn't buy the car from them. He asked why, and I told him it was lack of response from sales department. He was pissed and said, "When they lose a sale, I lose business". He thanked me for not taking my sales experience out on his service department.


.
Quote:
Originally Posted by Willx View Post
Interesting Fact about Dealers:

If they don't make the sale in the sales department, you are very likely to go back and see that dealer in the future for another quote or opportunity to sell to you.

If the Service department looses you, you are very likely to never walk into that dealership again. So Service is very much a function of sales but sales is very affected by service performance.



Kind of the inverse of what I said above but Service Departments are a sales generator in a properly managed store. Many dealerships use Sales to Service and Service to Sales procedures to keep you in house. So that being said, any dealer's service department that doesn't treat you with the best they offer is missing the boat in customer retention 101.

Not saying there isn't lots of poor dealers in all makes BUT never be affraid to walk into another Service department, if they have half a brain they see you as a future vehicle buyer at that store.
That's great info. If I would have known that during the incidents I would have gone to another service dept and explained. Manhattan Jeep is even on my way to work ( 2 hr drive ) would have saved me time and I could have taken the train the rest of the way. Oh well off to the proctologist lol.

Like you say I have gotten or upgraded my vehicles every 2 to 3 years. They have definitely lost my sales and that's about probably 3 more unless I need a family vehicle than it will be 4. Not in the Bronx though guaranteed.

But I am really glad to know that some service dept's want your business rather than treat you like a joke. Mine didn't even tell me they had a car rental deal with a local enterprise so I payed full price for those too lol.
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