Edmunds dealer partner, Bayway Leasing, is now offering transparent lease deals via these forums. Click here to see the latest vehicles!
Popular New Cars
Popular Used Sedans
Popular Used SUVs
Popular Used Pickup Trucks
Popular Used Hatchbacks
Popular Used Minivans
Popular Used Coupes
Popular Used Wagons
Comments
to date, I have not recd the license plates from the dealership. I called them today(25 aug) and they tell me that they did not get all the insurance information they needed(copies of ins. card) so nothing has been done on that front.
The temp window license "out-of-state" expires tomorrow (26-aug).
the selling exp was great. i walked out of the dealership with the car I wanted in less than 2 hours at the best possible price(read lowest possible) in the market.
how should I grade the customer service survey?
No complaints = no change.
I suspect its the dealers fault in this case. We bought a car in NJ and the dealer took care of everything. Any information they needed they asked for right away. I thought in NJ the dealer was supposed to contact your insurance company and tell them what you bought??? Its been a while so I could be wrong.
The survey directly impacts your SALESPERSON. It's probably not his fault the license plates have not arrived. He probably knows nothing about it.
I once got trashed because the customer found a paper clip in the ashtray!
Dunno if anybody with any sense has proofed the webpage. Doesn't look like it to me. LOL, even if I got bought there happily a CSI ding for professionalism/honesty/smarts/jokes/something would be in order.
Thanks for the lead on the 'good dealer'.
My father bought a car (Forester) from the same dealership I did and he also had a survey to complete. During delivery he saw some grease on the carpet and wanted it removed. Unfortunately the technician rubbed it out with a brush and the carpet now has pill marks (like an old fleece jacket). So, survey now in hand, he went back to the dealership and said he was not "completely satisfied" because of the way the carpet looks. Talk about leverage: the dealership is going to replace the entire carpet (in exchange for a favorable survey). And they filled his gas tank too.
The survey really must be very important then. I don't quite understand it.
This salesperson happens to be Korean. He's one of the nicest people I've ever known.
On the survey the lady wrote..." I couldn't understand my salesperson"
Funny...he has an accent to be sure but he speaks English just fine.
Thanks.
I deal with Fair Housing issues in Real Estate all the time and this sort of stuff really pushes my buttons.
that is correct. they did ask for my insurance agent's phone number. In fact I called up my agent and had the car added to the policy for their convinience.
now I have to keep calling the dealer 'cause the boss in not in yet and the insurance girl does not take any decisions w/o her boss.
"call back at 12:30" is the answer I get when I called in this morning.
audia8q: I send her that post!!! I'm sure she will be flattered. A mechanic (at a small shop) told her that the fluid in her torque converter was going bad and needed to be changed. Well that would be fine but we had a MANUAL transmission car at the time. She laughed in his face!!!!
I called back at 12:30.
The boss is sending out "new temp" plates till they get me the new regular ones.
I should be getting them as i write.
Why in God's name would you ever go through all that self induced madness ..?
I hate to tell you this but, the dealers in NJ don't have anything to do with plates (as in most states) ~ Zip, zero, na da, less than one, -0- .. they apply with the state and after that, they are left to wait til' the state get's around to it, most of the time the state is backed up, they make the dealers wait for titles, plates, registrations, etc and when you have just sold 150/250+ vehicles in a month, that's a lot of waiting .. "and" a lot of incurred cost to the dealers with double and triple runs off to the state agencies and no fun when the runners come back with -0- or perhaps only 50/60% of what is needed for the customer ..
So basically what your saying is, it's Ok for Mr. John J. Public to complain to your boss, tell your wife, file with the BBB, the State and file a small claims judgment against you, all because you parked in his favorite parking spot .. get a grip.!
Here's a perfect example: >> The boss is sending out "new temp" plates till they get me the new regular ones. << .. *this from the above post .. this means the dealer has to pay for another temp tag while the state goes into another coma ... and for all his aggravation, phone calls, runners, gas, time spent, he's going to get "gagged" bigtime on a survey .. I guess that's why I have yet to see the name at a dealership called ~ Moses Motorcars ..
Terry.
so much for backed up DMV.
"I hate to tell you this but, the dealers in NJ don't have anything to do with plates (as in most states) ~ Zip, zero, na da, less than one, -0- .."
This is just not true. If THEY dont get your insurance information on the proper paper YOU are out of luck for permenant plates.
Also the DMV is rarely back up for new car plates (in any state). Its automated for the most part. A human does have to check for the paperwork (from the DEALER) and then they type then VIN into their computer and then issue a plate. The plate is then mailed to the dealer or the dealer can go get it. 3 total steps. I seriously doubt they are every back up.
I guarantee there's more to this story - it doesn't add up.
I've registered at the IL Sec of State office and have NEVER been asked for proof of insurance.
Seems like the only time you are asked is if you are pulled over or have an accident around these parts.
However, I've never driven a car I've purchased a foot on public roads without making a 5 minute call to USAA and tucking a copy of my old insurance card with my policy number in the envelope with my Bill o'Sale and/or the temporary registration info.
TB
the dealer wanted a copy of the insurance card with the NEW car on it. He asked for my insurance agent's phone number and assured me that he will get the information directly from my agent. Great. I was happy. not for too long.
Since most finance/lease contracts require full coverage, I find it hard to believe that any F&I person would let you out the door without proof of insurance.
Back on topic - I always give sales surveys perfect scores. If they did something wrong, I have a better way to get back at them... I simply never return - they need my service and parts purchases to stay in business, and they just won't get them.
kcram
Host
Smart Shopper and FWI Message Boards
Even so, it was 3+ weeks before the dealer had my tag - which I chaulked up to typical customer service, i.e. serve the dealer, not the customer.
One reason for delay on getting tags is likely to be the dealer's reluctance to register the car before he receives payment from the lender. If the lender doesn't pay and the dealer needs to take the car back, registration prevents him from selling it as 'new'.
A simple, straightforward explanation along with expeditious clerical work would go a long way toward improving relations (and CSI scores).
DMV hang-ups! Hooey (and CSI ding from me).
If a person wants to punish ME for this, it probably doesn't matter since they will get the phone survey long before their plates are overdue.
A sloppy dealer can indeed cause the problem but it really irks me here when certain posters blame EVERYTHING on the dealer.
If the F&I guy plays games or the SM pushes for a profit bump or the dealership gal handling DMV doesn't have time to do the job or the service writer doesn't wanna mess with a tire leak the day after a sale or the prep guy does a shoddy job or somebody decides to hold up registration 'till the money's in? It sounds like the salesguy takes a hit if I ding on any of these issues?
As a customer, this just isn't my prob nor a prob I've caused. If it's a prob with customer service teamwork, take a look at the team leader. It's not rare at all to promote team cohesion by delivering team rewards and sanctions, nor is it rare at all for a top performer to be hurt by poor performer team members. That's not good at all, IMO; but to suggest as a fix that the customer become satisfied with unsatisfactory service is . . . . .
Fiar or unfair, right or wrong...
The survey affects the SALESPERSON!
So, you make an unacceptable offer and the SM want's more...the F& I person annoys you or you run over a nail and service can't force you in ahead of everyone else.
Your "revenge" on the CSI survey will hit your salesperson.
Now...the only thing that matters are the actual scores. I encourage my customers to make comments if they are especially pleased or displeased with another element of the sale.
Again, I don't think any of us like the current system but that's what we live with.
Confirmation of insuance coverages by the dealership is fine....adding to deleting to a policy is a bit risky to me. Remember, all the posts on here about the shady salesperson and crooked dealership?? you want them handling your insuarance changes???
Apparently the MVA gets the information from the insurer of record as to whether a vehicle is insured or not. When I added the PT Cruiser to my policy, I also removed the Windstar that I had traded in. Within a month, I had received a letter from the MVA threatening me with a fine for an uninsured Windstar unless I could prove that I no longer owned it.
If you offer good scores, though, it will help keep their average up.
That's another reason why sometimes, when dealing with someone we knew would be a butthead, we RDR'd the car to someone else's address, having the survey pop up at my neighbor's house.
I would MUCH rather have a customer refuse to answer the questions then give me a bad survey.
doing so, will only lead the salesperson to believe that he did everything right. The salesperson also has to learn. Why should the dealership suffer for the salesperson's mistakes?
Not that any of that matters to me as a customer, or should. If the sales manager quotes a price and then bumps it, if the plate runner doesn't get my plates in a week and doesn't call to explain, if the prep guy or the salesguy delivers the car with a slow leak due to an inventory sticker 'tween the wheel and the bead and the service guy sends me to the tire store, if the F&I guy keeps me sitting after he's gotten the info that I'm not buying any of his products - then I'm gonna show dissatisfaction on the CSI on the items that best reflect the truth of the situation.
It seems truly unfortunate if the CSI falls only on the salesguy's head when other dealer staff have such an affect on the customer's satisfaction. Why get bent with the customer, though, if the prob is at the dealership?
I tried...I knew better.
Sorry, everyone.
Rich, the dealer isn't getting the insurance for me, they're just getting my existing insurance information from my agent for the lender, and supplying the necessary vehicle information for my insurance company. While a vindictive salesperson might be tempted to say things like you mention, I doubt that has ever happened, and the agent can certainly request a DMV report if they're curious. Terms of a policy cannot be changed over the phone - requires a form and a signature.
If I was a first time buyer, then it is up to me to arrange that initial insurance policy.
kcram
Host
Smart Shopper and FWI Message Boards
Seems every six months we get another form to fill out.
Curiosity question. Do you give the dealership a chance to make things right first before you would give negative marks on the CSI?
: )
Mackabee
Really ..? I think you have been watching a little too much Star Trek and sipping a little too much Jack Daniels .. but what would I know, I only turn about 300 titles/plates a year via NJ .. the whole reason why they went to a computer system in NJ, FL, GA, Oh, PA, NC, TN, etc, is to speed things up .. but don't hold your breath, it's now taking longer than before .. 3 total steps ..? and 4 back ..!
Terry.
Vic