Car-toons

Why do car dealerships play the same game? They typically put enough sales persons on the floor to outnumber the customers two to one. I think they should keep them all in a hidden cage and only let them out one at a time. And then only when your credit score is high enough to indicate you are a buyer.

Of course the sales person is never empowered (or maybe smart enough) to make the final deal. My VW sales person made about 12 trips to a mysterious unseen “manager” and I was left to sit alone for 10 to 15 minutes each time. It took me five and one half hours to get and close the deal I wanted. Really. The sales person must have had to take a number each time and stand in line to talk to this single decision maker.

The sales commissions are directly tied to the “customer survey” results. Everyone at the dealership mentioned the survey at least a dozen times (each) and wanted to make sure I rated them a “10” and nothing lower. Commissions have to be a the root of it. Why else would they stoop to groveling and begging for a high score. In fact the intense discussions of the score showed obviously the goal for them was the grade and not heartfelt concern for me.

The car I wanted had to be brought in from another dealer. So they gave me the same model to drive until mine came in. That was great! (A 10 there.) I received two pre-survey calls from a gal at the dealership whom I have never met. She asked my how I was enjoying my new car and reminded me about the survey and how she and the dealership were watching out for my interest. I told her I didn’t know how my new car was doing as I hadn’t received it yet, but the loaner was fine. I think my reply to the question wasn’t in her rehearsed script. Oh yes, a second call (on my cell) was several days later while I was on my way to the dealership to pick up the new car. Again, my reply was not in her script. Both calls ended with, “I guess I will have to call you back later.” Yes dear, obviously.

The car is wonderful! Just what I expected. However they didn’t put the state inspection sticker on the windshield when they turned the car over to me. I assumed maybe that was policy. Naw, it was an oversight during prep.

I have amateur radio call sign license plates. They stay with me. I made certain at least a dozen times to emphasize that fact during this entire process. I insisted the sales person remove them from my truck and hand them to me before I left that first evening of the purchase. I signed special transfer papers with the “finance guy” who by the way was also intensely concerned about his survey results and ask that I score him with 10’s.

Twenty some days later my temporary tag expires. No registration yet. I talk to my sales person and as he suggests, go to the service department to get the inspection sticker installed while I pick up the new cardboard Temp plates. At first the service manager doesn’t understand that I need an original inspection sticker installed on the windshield. I guess sales people don’t talk to service people. Finally he understands and says he will have to “take my car to the back.” I assume that must be where they keep the stickers. He suggests I go inside where it is cool.

An HOUR LATER my car is finally ready so I walk out to drive away. A quick check shows it is only a one year sticker and not a two. I think I muttered something disrespectful under my breath about the service manager’s mother. Shame on me.

I stumbled back inside. (Did I mention I walk with a cane and get special parking privileges?) It takes me another 15 minutes to explain it is the wrong sticker and I wasn’t leaving until a two year sticker was installed. So back to the waiting room for yet another 30 minutes of waiting.

Now all this time I am reminding folks that I am waiting for my plates to transfer. I am told that since it is a transfer, the state will send the sticker to my house and I won’t have to come in for the new plates. I agree, that sounds reasonable. On Friday I get a call from a cheery gal from the dealership telling me, “Your new plates are in!” I am suddenly feeling very depressed. Today (Saturday) I go in and another new gal (They must have a cage full of them in the back) says, “Sign here for your new plates”. I say, “NO, let me look at them first.”

Sure enough, they are standard issue plates. I say, “Sorry, these are not acceptable.” and I refuse to sign. So she calls out the head credit manager. He is nice enough but not very well trained in customer relations. He proceeds to tell me how it was the fault of the state of Texas that the registration got fouled up. I reminded him I didn’t care what his excuse would be and that in fact I signed a form (among 20 or so) when I bought the new car for the dealer to act in my behalf (limited power of attorney) to register the new car and make certain I would retain my amateur radio call sign license plates.

What a gaggle of lame ducks! They keep meeting my expectations only because those expectations keep going lower and lower. Its no wonder they want the survey answered before the ink is dry on the purchase contract.

But Hey! The GTI is still a great little car…