#346 is right on. Its not all about price although I don't want to pay $1 more than the lowest sales price anyone has paid on the particular vehicle I am looking at. Much of what makes the customer feel like he got a good deal is how he felt he was treated during the process. Are you treated like a person or are you treated like a wallet full of money? Do the salesmen know the first rule of business "The customer is always right." Make customers comfortable. Serve donuts or cookies. My dealers give away free hot dogs every Saturday for lunch.
So the bottom line is that if I am considering a Toyota 4Runner vs. a Highlander vs. an Infiniti QX4 like I was last year, I chose the Infiniti partly because of how I was treated during the process and partly because I found the 4Runner to be underpowered. I couldn't be happier about my decision although compared to others buying Infiniti QX4s, I don't think I should have to pay more than anyone else pays for a QX4. I didn't mind paying more for the QX4 than the Highlander because I was treated well.
"I work with salesmen who cut prices to the point that we actually lose money because if they don't, the competition will get the business. Why does that make sense?"
bigorange,
Why don't you ask the salesmen at your own company? I assume that you know something about your employer's business. Why don't you find out why your salespeople just can't be "disciplined" enough to turn away customers. Once you have your own company straightened out then you can move on to other industries.
My business doesn't have anything to do with it except as it correlates to what I see happening in the car business. Most salesmen seem to think that price is the way to get the customer. There are other ways without cutting the price. Treat them as family and friends and be very respectful and open with them and they will buy from you. The fact that they have come into your dealership says that they can probably afford some car on your lot. If they think they can't afford your price, show them some lesser priced models.
much off of sticker, either. Limited supply, steady demand. Still, many people think it is a good deal to pay above sticker for one if they can be the first on the block to have one.
folks look at, especially ones who have "reasearched" their purchase. Most folks don't give a hill of beans about teh service department simply because they aren't buying from their local dealer anyway. They'll drive 100 miles to save $20 and then gripe because they don't get preferential treatment at their hometown dealer.
In my years of the car business, I have never had a customer ask about the service department, save for a question or two about hours and loaners.
and made sure that my hometown dealer was giving me a good price or at least as good as any dealer in my state and 4 surrounding ones. As you know, Infiniti only has dealerships in large cities so that wasn't difficult. I did get quotes from as far as 200 miles away and would have bought there for a ~$500 savings but not for $20. I know that its better to get service from who you buy from. However, if you get is serviced somwhere else (let's say closer to home) that dealer doesn't know that you didn't just move there and he should treat you well anyway so that you will come back to buy your next car there. I am considering the G35 as my next purchase because my experience has been so good here.
of people leaving a smaller town (30,000 people) and buying in Houston, expecting to get cuts to the head of the line when they bring the car in for warranty repairs at the smaller town's dealership.
Aside from being skunked when not getting the intial chance to make the sale, the dealer is now expected to deal with pushy folks who want treatment ahead of loyal customers and the dealer faces a serious threat of warranty audits and expensive and cumbersome warranty status changes.
are a difficult situation to deal with. On the one hand, the customer is always right but on the other hand, other customers deserve a fair shake as well. No one should be aloud to be rude and ugly. Sometimes these people have been treated unfairly but 2 rights don't make a wrong.
but I've always had the policy that "the customer is USUALLY right".
All efforts are made to keep folks happy, but as soon as an unreasonable person throws a wrench in the spokes, it's time to cut your losses, or you'll be paying that bill forever.
A guy bought a Chevrolet conversion van (Mark III) at Landmark Chevrolet in Houston. The dealer in Lake Jackson sells no conversion products, so it certainly not hooked up with Mark III (the company is now out of business - who the heck can't make a profit on conversion vans!?).
The guy comes in with a literal laundry list of problems, 23 in all, only one is a Chevrolet item, the rest are conversion company issues like panel fitment, buttons, curtains, TV/VCR stuff.
He leaves his van overnight, demands a rental (Chevrolet has no rental policy) but doesn't get one and leaves in a huff. When he comes back the next day, the one item that could be considered a Chevrolet warranty item, a "service engine soon" light activation at 1,600 miles, turned out to be a loose gas cap. Instead of charging the $30 they should have for non-warranty diagnostic time, they ate it and gave the guy his van back.
He was told that they couldn't handle any Mark III items. The next day, he contacted a "lawyer" to handle his case for all the "damage" he'd recieved on his van and wanted $2,500 in compensation. The van was driven into the shop, checked for codes, the gas cap was tightened and the code was cleared - it was then washed (free). After that, it was parked in a locked, fenced area overnight. No chance for interior or exterior damage (I know, because I saw the van before and after service). he also wouldn't allow or service manager or the dealer GM to inspect the van - he just wanted his check.
The guy calls the BBB, attorney general, local newspapers, etc., throws the dealer under the bus on his trumped up case.
The dealership immediately enacted a policy that "if it doesn't have our badge on the back of it, it doesn't come in the shop" Can't say as I blame them.
someone else has said, "rules are made to be broken" and "there are exceptions to every rule". Generally its really just a guideline. I think his example is certainly qualifies as an exception.
I was a regional manager with Super Shops (high performance auto parts, wheels and tires) on the West Coast and was in my home store in Beaverton, OR when I guy came in with an '89 Olds Royale with Michelin XWX tires that ANOTHER Michelin dealer had sold the year prior.
He complained that the tires rode roughly and that while in California, he haD the tires balanced for $60 and wanted me to reimburse him for the balancing and replaced all four tires under the manufacturer's warranty.
I looked at the tires. They hadn't been rotated in 24,000 miles (SINCE NEW). Other than normal front tire wear with a front wheel drive car with tires that hadn't been rotated, the left side tires looked great. The right side tires were hacked. The right front, especially, was beaten to near death front curbs. The whitewall portion, usually about 1/2" wide, extended to over 4". There were lines in the tire from curb gouges. The right rear was wasn't as bad, but was beaten also. It had 6 or 8 big gouges (unlike the 20 or so the right front had) and the whitewall was trashed.
I tried to be tactful in explaining that tires aren't to be used for curb feelers and it was obvious these tires had not been maintained properly, with proper rotation and inflation, but they had been nadly damaged by his abuse.
He claimed he never hits curbs. I said "Perhaps, but you're hitting something on a regular basis". Since he hadn't followed the mfr's guidelines on maintaining the tires, the warranty was gone. I told him I would discount two tires, mount them on the front and move the left side tires to the rear and that he should rotate his tires and avoid curbs.
He lost his mind. He began screaming, yelling, swearing (in front of my store with 25 customers and 8 employees). I told him that was the best I could do for him. He began following me around, wouldn't leave me alone - I told him to either do business like that or leave. He continued ranting, then starting going one by one to the other customers and talking trash.
Out of spite, I yelled to him to "come here". He walked to the counter. I said "No, back here", motioning behind the counter. In front of everyone, I opened the cash drawer and told him to "take money until he feels better". I'm following what I'm supposed to do. He'd beaten his tires to death, then swore and yelled in my store. I'd had enough. He refused to take any cash that was offered and I told him to leave or I'd call the police. He walked out to his car and stayed in the lot, so I called the police. he was arrested for "public disturbance" and "making threats".
couple last night. They must have felt they got a good deal. There was a giftwrapped bottle of wine and the nicest card I've ever gotten from a customer on my desk when I came in this morning.
My father-in-law bought a 50th Anniversary Corvette roadster a couple of months ago. MSRP for any car in which I can do 130 mph with the top down (and not have to change my pants afterward) is a good deal. Past 118 mph or so in my Miata, I got scared.
BTW, Edmunds' TMV on the Honda Odyssey is ABOVE MSRP and below the Sienna XLE's MSRP. So, if you don't like an MSRP deal on the Ody, go to Toyota and negotiate for the Sienna.
I gladly took the MSRP deal on my Ody two years ago. Absolutely no regrets. Great service from the dealer, too. They get a lot of referrals from me.
is a great way to keep the price up. American auto makers believe in just pumping them out there and selling on volume. Then they sit on the lot a long time and really cost them. Its called inventory. Whether its raw materials, WIP (work in process) or finished product, they all cost you alot of money but finished inventory is by far the most costly. Why do that when you can make just as much money and make fewer?
Is the huge rebates and incentives on almost, if not ALL models. What do they really mean? I believe they realize they have over priced to start with. I guess thats why Toyota is one of the few franchises in the U.S. that is actually MAKING $$$$ and showing increases in market share year after year.(people also know you get what you pay for in todays market) Granted Toyota has a few rebates too but they are on slow turning models or the volume leaders like camry. Why don't they just lower the price and lose the rebate. It is getting to the point that lots of people EXPECT to have rebates and/or 0.0 apr's.
why Toyota is gaining market share every year. That is that the Toyota is generally recognized as the most reliable make of car on the road even though gelling has challenged that a little. American automobile manufacturers better improve the reliability and longevity of their products or Toyota/Honda/Nissan market share will continue to increase.
FormerCarSalesManGuy: You must be talkin' to me, 'cause I don't see body else in here! Did I mention I was a hitman for the CIA for 6 weeks in '89?
OldAngryGrinderGuy: Here's a funny story. This one time, at band camp, I negotiated on a sweet Pontiac Aztec, had them down to like, 10K under invoice, and then right before I signed on the deal, I spit on the show room floor, and then skipped out giggling like a giddy school girl. Watch, I bet some of these Sales guys are going to find that inconsiderate!
Mackinaw: ...He was a big guy...(stay tuned)... $%%#@*^$- PDQ; $%%#@*^$- PDQ; - ;~} $%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
YoungAngryGrinderGuy: Isell, are you telling me I should pay 2,000 more than the next guy? I'll drive 372 miles to save approximately $1.85.
NuttyGrinderGuy: I start with the first dealer, offer them 100 dollars for the car. Then I walk. If I don't get gang tackled by the salesman, his manager, and the F&I guy before I get to my car, I move on to the next dealer on my list, and offer them $101. I keep going until someone takes my price. What's so hard about negotiation, anyway?
Mackinaw: ...So I got a steak, with Au Jus...(finale coming)... $%%#@*^$- PDQ; $%%#@*^$- PDQ; - >^( $%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
GermanPerformanceModelNumberSalesguy: That's it, You're all inconsiderate!
CarTracker: You know, a good Autobroker will actually pay you to take a car, because they deal with fleet sales.
Mackinaw: ...So, Mrs Mackinaw says to me, she says "Take out the papers and the trash, or you won't get no spending cash".
Excellent!! I'm about to pee my pants!! ROFL!! I have no idea where this at the end of my posts are coming from! No I did not put them there and they don't stand for "and no bs please" as someone suggested on another board. It might be my terminal at work is possessed by a car spirit! Maybe an old Corona (the car, not the beer) &nbs- p; &n- bsp; ; ) &nbs- p; &n- bsp; Mackabee
Seattle's dreary right now, but I wouldn't wanna be anywhere else. Zues, You've had a coloful and varried employment past, a true vagabond! I love yor posts, and the info you've shared.
I almost used a nudge closer pseudonym for you, PlutoLouis!
I guess that works. I just responded to what was available at the time and forced it to work. I've been in a few real jams and through some hard work, came out OK. I've moved 6 times since I got out of the Air Force - and not just down the street, either.
Some may consider traveling a means for becoming "wordly". Perhaps, but I envy folks who have been in place all their lives - I've never had that opportunity. As boring as it may be, I still envy the concept.
I've been schooled in the "baptism by fire" method in many areas, both in the military and the car/retail business side. When given an opportunity to manage people, it's a real sink or swim thing. Luckily, I'm a good swimmer.
The pseudonym idea is novel, but I'm "zues" after my German Shepard (that was killed last week - I lost my buddy) and "lewis" for the last name. zueslewis was my first ever e-mail address, only two years ago - now I'm an internet junkie.
This may be a little off topic, but let me tell you about my supershops story. They are out of business in my area, not sure about the rest of the country. This story may give you a little insight into why.
I bought new 4 tires and wheels for a 80's model TBird. I think the total was close to $1000.
About 6 months later I made a U turn and ran over a small concrete divider by accident that I did not see in the road (it was at night). Needless to say the tire that hit was toast and could not be patched. I reviewed the warranty info on the tire and did not see a reason that I could not get a pro rata on buying a new tire. I figured maybe $25 out of my pocket.
I went to the super shops store and explained what happened and tried to buy the new tire. The sales guy talks to the manager and comes back and says I have to pay full price for the new tire. Feeling confident that I had read all of the fine print on the warranty, I asked where in the warranty info did it say I was not covered. He said that hitting the concrete divider was considered OFF ROAD USE. I just about blew my stack. Now I am as reasonable as the next guy, but I am sure most people if you ask what off road use was would say intentionally driving off of the road onto dirt or grass to drive or race.
I ended up buying my replacememt tire from another tire store and never bought anything at super shops again. Good riddance that they are out of business.
masspector - that's a strange deal from a Super Shops store and certainly not in line with the way I ran my region. There were many times (and it was OK to do this), that I'd road hazard a tire even if you hadn't opted for the road hazard warranty.
By rights, though, if the road hazard warranty wasn't purchased, no manufacturer will cover a tire if it is damaged. The "off road" excuse makes no sense, but damage of any type isn't covered as a manufacturer's defect. The had no reason to replace the tire under warranty.
Back in '94, I hit a slick oily spot on an entrance ramp in my '82 Cutlass Supreme and hopped a curb. Blew one tire instantly. Another got a huge bubble in it. The third got a chunk of rubber torn off down to the steel tread.
I had road hazard insurance on these tires, and they covered it. It cost me less than $50.00 for 3 new 205/70/R14 tires, which had originally cost me about $370.00 for the set of 4.
The "off-roading" excuse sounds like total bs though. If you had road hazard, you should be covered. If not, then it's your loss, but "off-roading" has nothing to do with it! Hell, it could be argued that a concrete barrier is still within the right-of-way of that road (as opposed to private property). Technically, parking a car in your driveway is "off road"!!
I was not clearer. If I remember correctly, it was a road hazard warranty, thats why I read it so carefully.
But zues is right "There were many times (and it was OK to do this), that I'd road hazard a tire even if you hadn't opted for the road hazard warranty." I just dropped $1000 in your store 6 months ago...its called customer service. I never bought there again and never recommended them to anyone else.
there should have been NO reason to deny coverage.
Super Shops is now relegated to a couple of very small stores in San Bernardino, CA, the original home store.
They went out of business because the opened "ASAP" (Auto Specialty Auto Parts), the catalog and on-line version of a Super Shops store. They subsidized the catalog department using profits from the stores, which effectively killed both branches. They tried to compete with Summit, Jegs and PAW and couldn't do it - financial suicide - 1,200 people lost their jobs, me included.
Their customer service plan was interesting - there was absolutely NO return or exchange policy - actuall pretty danged easy to work with.
Comments
Ummmm. . . No.
So the bottom line is that if I am considering a Toyota 4Runner vs. a Highlander vs. an Infiniti QX4 like I was last year, I chose the Infiniti partly because of how I was treated during the process and partly because I found the 4Runner to be underpowered. I couldn't be happier about my decision although compared to others buying Infiniti QX4s, I don't think I should have to pay more than anyone else pays for a QX4. I didn't mind paying more for the QX4 than the Highlander because I was treated well.
bigorange,
Why don't you ask the salesmen at your own company? I assume that you know something about your employer's business. Why don't you find out why your salespeople just can't be "disciplined" enough to turn away customers. Once you have your own company straightened out then you can move on to other industries.
Can't wait for the amateur snow driving olympics!
Ed
In my years of the car business, I have never had a customer ask about the service department, save for a question or two about hours and loaners.
Aside from being skunked when not getting the intial chance to make the sale, the dealer is now expected to deal with pushy folks who want treatment ahead of loyal customers and the dealer faces a serious threat of warranty audits and expensive and cumbersome warranty status changes.
All efforts are made to keep folks happy, but as soon as an unreasonable person throws a wrench in the spokes, it's time to cut your losses, or you'll be paying that bill forever.
The guy comes in with a literal laundry list of problems, 23 in all, only one is a Chevrolet item, the rest are conversion company issues like panel fitment, buttons, curtains, TV/VCR stuff.
He leaves his van overnight, demands a rental (Chevrolet has no rental policy) but doesn't get one and leaves in a huff. When he comes back the next day, the one item that could be considered a Chevrolet warranty item, a "service engine soon" light activation at 1,600 miles, turned out to be a loose gas cap. Instead of charging the $30 they should have for non-warranty diagnostic time, they ate it and gave the guy his van back.
He was told that they couldn't handle any Mark III items. The next day, he contacted a "lawyer" to handle his case for all the "damage" he'd recieved on his van and wanted $2,500 in compensation. The van was driven into the shop, checked for codes, the gas cap was tightened and the code was cleared - it was then washed (free). After that, it was parked in a locked, fenced area overnight. No chance for interior or exterior damage (I know, because I saw the van before and after service). he also wouldn't allow or service manager or the dealer GM to inspect the van - he just wanted his check.
The guy calls the BBB, attorney general, local newspapers, etc., throws the dealer under the bus on his trumped up case.
The dealership immediately enacted a policy that "if it doesn't have our badge on the back of it, it doesn't come in the shop" Can't say as I blame them.
Ed
He complained that the tires rode roughly and that while in California, he haD the tires balanced for $60 and wanted me to reimburse him for the balancing and replaced all four tires under the manufacturer's warranty.
I looked at the tires. They hadn't been rotated in 24,000 miles (SINCE NEW). Other than normal front tire wear with a front wheel drive car with tires that hadn't been rotated, the left side tires looked great. The right side tires were hacked. The right front, especially, was beaten to near death front curbs. The whitewall portion, usually about 1/2" wide, extended to over 4". There were lines in the tire from curb gouges. The right rear was wasn't as bad, but was beaten also. It had 6 or 8 big gouges (unlike the 20 or so the right front had) and the whitewall was trashed.
I tried to be tactful in explaining that tires aren't to be used for curb feelers and it was obvious these tires had not been maintained properly, with proper rotation and inflation, but they had been nadly damaged by his abuse.
He claimed he never hits curbs. I said "Perhaps, but you're hitting something on a regular basis". Since he hadn't followed the mfr's guidelines on maintaining the tires, the warranty was gone. I told him I would discount two tires, mount them on the front and move the left side tires to the rear and that he should rotate his tires and avoid curbs.
He lost his mind. He began screaming, yelling, swearing (in front of my store with 25 customers and 8 employees). I told him that was the best I could do for him. He began following me around, wouldn't leave me alone - I told him to either do business like that or leave. He continued ranting, then starting going one by one to the other customers and talking trash.
Out of spite, I yelled to him to "come here". He walked to the counter. I said "No, back here", motioning behind the counter. In front of everyone, I opened the cash drawer and told him to "take money until he feels better". I'm following what I'm supposed to do. He'd beaten his tires to death, then swore and yelled in my store. I'd had enough. He refused to take any cash that was offered and I told him to leave or I'd call the police. He walked out to his car and stayed in the lot, so I called the police. he was arrested for "public disturbance" and "making threats".
Geesh - the customer isn't always right.
Sorry for the long post.
All hope and civility is not lost!
Ed
Ed
BTW, Edmunds' TMV on the Honda Odyssey is ABOVE MSRP and below the Sienna XLE's MSRP. So, if you don't like an MSRP deal on the Ody, go to Toyota and negotiate for the Sienna.
I gladly took the MSRP deal on my Ody two years ago. Absolutely no regrets. Great service from the dealer, too. They get a lot of referrals from me.
Theirs when something like "The Customer is Always ... the Customer".
YoungAngryGrinderGuy: I want a good deal, and I don't want to pay anymore than anyone else in the known universe for my car.
IsellHoNissMazToyKiaPotiac: I'll never understand why someone would drive a block to save an extra $2000. Life is too short.
FormerCarSalesManGuy: YAGG, you talkin' to me...?
OldAngryGrinderGuy: Car Salesman Lie, period, the end, game over. Oh, and they eat babies. With mango chutney. Some like the salsa.
Mackinaw: There was this guy... (To be continued)
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - {8^>
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
FormerCarSalesManGuy: You must be talkin' to me, 'cause I don't see body else in here! Did I mention I was a hitman for the CIA for 6 weeks in '89?
OldAngryGrinderGuy: Here's a funny story. This one time, at band camp, I negotiated on a sweet Pontiac Aztec, had them down to like, 10K under invoice, and then right before I signed on the deal, I spit on the show room floor, and then skipped out giggling like a giddy school girl. Watch, I bet some of these Sales guys are going to find that inconsiderate!
Mackinaw: ...He was a big guy...(stay tuned)...
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - ;~}
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
YoungAngryGrinderGuy: Isell, are you telling me I should pay 2,000 more than the next guy? I'll drive 372 miles to save approximately $1.85.
NuttyGrinderGuy: I start with the first dealer, offer them 100 dollars for the car. Then I walk. If I don't get gang tackled by the salesman, his manager, and the F&I guy before I get to my car, I move on to the next dealer on my list, and offer them $101. I keep going until someone takes my price. What's so hard about negotiation, anyway?
Mackinaw: ...So I got a steak, with Au Jus...(finale coming)...
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - >^(
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
GermanPerformanceModelNumberSalesguy: That's it, You're all inconsiderate!
CarTracker: You know, a good Autobroker will actually pay you to take a car, because they deal with fleet sales.
Mackinaw: ...So, Mrs Mackinaw says to me, she says "Take out the papers and the trash, or you won't get no spending cash".
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - *^P
$%%#@*^$- PDQ; $%%#@*^$- PDQ; - Mackinaw
And on it goes...
TB
&nbs- p; &n- bsp; ; )
&nbs- p; &n- bsp; Mackabee
I almost used a nudge closer pseudonym for you, PlutoLouis!
Some may consider traveling a means for becoming "wordly". Perhaps, but I envy folks who have been in place all their lives - I've never had that opportunity. As boring as it may be, I still envy the concept.
I've been schooled in the "baptism by fire" method in many areas, both in the military and the car/retail business side. When given an opportunity to manage people, it's a real sink or swim thing. Luckily, I'm a good swimmer.
The pseudonym idea is novel, but I'm "zues" after my German Shepard (that was killed last week - I lost my buddy) and "lewis" for the last name. zueslewis was my first ever e-mail address, only two years ago - now I'm an internet junkie.
I bought new 4 tires and wheels for a 80's model TBird. I think the total was close to $1000.
About 6 months later I made a U turn and ran over a small concrete divider by accident that I did not see in the road (it was at night). Needless to say the tire that hit was toast and could not be patched. I reviewed the warranty info on the tire and did not see a reason that I could not get a pro rata on buying a new tire. I figured maybe $25 out of my pocket.
I went to the super shops store and explained what happened and tried to buy the new tire. The sales guy talks to the manager and comes back and says I have to pay full price for the new tire. Feeling confident that I had read all of the fine print on the warranty, I asked where in the warranty info did it say I was not covered. He said that hitting the concrete divider was considered OFF ROAD USE. I just about blew my stack. Now I am as reasonable as the next guy, but I am sure most people if you ask what off road use was would say intentionally driving off of the road onto dirt or grass to drive or race.
I ended up buying my replacememt tire from another tire store and never bought anything at super shops again. Good riddance that they are out of business.
This reminds me a bit of the guy that tried to buy a Toyota using coupons b/c the "fine print" didn't say that he could only use one.
The more I think about it, the more I laugh.
Maybe you should re-post it every month when some people (who? me?) start taking themselves too seriously.
Buying a car should be an enjoyable experience.
By rights, though, if the road hazard warranty wasn't purchased, no manufacturer will cover a tire if it is damaged. The "off road" excuse makes no sense, but damage of any type isn't covered as a manufacturer's defect. The had no reason to replace the tire under warranty.
I had road hazard insurance on these tires, and they covered it. It cost me less than $50.00 for 3 new 205/70/R14 tires, which had originally cost me about $370.00 for the set of 4.
The "off-roading" excuse sounds like total bs though. If you had road hazard, you should be covered. If not, then it's your loss, but "off-roading" has nothing to do with it! Hell, it could be argued that a concrete barrier is still within the right-of-way of that road (as opposed to private property). Technically, parking a car in your driveway is "off road"!!
Zues, condolences about your canine companion.
Craig, are you at Honda of Bellevue?
But zues is right "There were many times (and it was OK to do this), that I'd road hazard a tire even if you hadn't opted for the road hazard warranty." I just dropped $1000 in your store 6 months ago...its called customer service. I never bought there again and never recommended them to anyone else.
Super Shops is now relegated to a couple of very small stores in San Bernardino, CA, the original home store.
They went out of business because the opened "ASAP" (Auto Specialty Auto Parts), the catalog and on-line version of a Super Shops store. They subsidized the catalog department using profits from the stores, which effectively killed both branches. They tried to compete with Summit, Jegs and PAW and couldn't do it - financial suicide - 1,200 people lost their jobs, me included.
Their customer service plan was interesting - there was absolutely NO return or exchange policy - actuall pretty danged easy to work with.