Sewickley Car Store - How to lose a loyal customer over $35.

doc19 · 10-09-2011, 03:07 AM

Maybe sticking my head in the lions mouth here... but I'm working the night shift and its quiet. So here I go.

I agree with the OP here... everything else aside, I think it boils down to this:

After he got the offer, that he found unacceptable, he asked for a phone call so they could discuss it, and he didn't get it. It wasn't about the money, it was about the ability to discuss the situation on the phone. When he didn't get that, he decided to take his business elsewhere. Good for him.

I know that the customer isn't always right, even in my field you deal with very unreasonable people from time to time. But I also think the downfall of customer service these days is that most of us are willing to roll over and lower our expectations because "that's just the way things are."

I feel like we as consumers have given up our buying power by putting up with substandard service. By flexing our ability to go somewhere else with our money is the only way we can make these companies change practices.

For instance - my interaction with the evil Comcast. I had automatic bill pay with Comcast, and for some unknown reason, one of my payments didn't go through and was credited back to my bank account (and it wasn't a lack of sufficient funds). Now I actually balance my check book, but I balance it to make sure there are no unauthorized charges, if I notice more in my account I chalk it up to an arithmetic error on my part, or a charge not clearing yet. Anyway, Comcast never notified me. What they decided to do was cut off my service, on a day that my brother, who works IT, was working from home from my house. No warning. I was working that day so I couldn't figure out what was going on, but my brother couldn't do his work.

So I called and tried to be reasonable about why didn't they just notify me that the payment didn't go through, and I would have happily paid on time had they notified me. I wasn't asking for a discount, I just didn't want to pay the late fee. I got nothing, just a "this is your fault for not noticing the payment didn't go through." And when I asked to speak to a manager she responded indignantly "He will just tell you the same thing so what's the point?" So I told them to cancel my service.

Now for where I live, for cable and high speed internet, Comcast is the only game in town. But I was willing to exercise my right as a consumer and suffer through no cable and internet because I was that displeased with my experience. As a result, I got a phone call and a personal visit to my house from a regional manager, and they covered my payment that month and cut 10% off my monthly fee.

Never thought that would've happened, and wouldn't have happened unless I decided not to put up with their garbage. And you know what? Even if that didn't happen I still would be satisfied with my choice to forgo their service so I wouldn't be giving my money to a company that I thought didn't deserve it.

Now, don't be rude, don't cause a scene, don't be a douche. But notify them you are unhappy with the service you received and you will be taking your business else where. I don't see anything wrong with that.

Technic · 10-09-2011, 04:54 AM

Quote:

Originally Posted by donovan

Hell, customer service must be at the end of businesses priorities lately...

BEST BUY: Was told today they were going to deliver a washer and dryer to my house, paid 1200, so a dryer shows up. Best buy said that the washer could not be deliver to their main store(20 minutes away) for the driver to pick it up and deliver to my house (10 min away). So basically, even though I live 10 minutes from best buy I cannot have my washer the same day I have my dryer because best buy did not tell the driver to pick up my washer on the way when he was delivering my dryer. Then the motherfucker shows up with a dented dryer, WTF SON MEREFASFDAEFAFD

FURNTURE STORE: Ordered 2300 living room/bedroom set, apparently even though we ordered a couch with the right side attachements, they only seem to have picked up the left side and cant even deliver it to me because they do not have the rest of my items. In my mind, I would of delivered the couch at least, so my wife and I are now sitting on the fucking floor watching a gloreous LED tv without any chairs to ease my ASS PAIN AND DIRTY AND WET CLOTHES.

Fixed.

bigjae1976 · 10-09-2011, 09:43 AM

Quote:

Originally Posted by Singletrack

Based on a lot of replies here, I think a lot of people on here are pushovers to be honest. I don't take shit from anyone and I have high standards. If that means I have NPD, then so be it. I'll make sure to run it by my psychologist to be sure though.

Amen. I used to generalize dealerships but really its all about your relationship with your service tech and sales rep. If you find ones that are good...you'll be happy. Unfortuneately these dealers tend to find plenty of douche bags. Take Stan and BMW of Austin...long story but he is a D-BAG. Then I get a new service rep at the same dealer (forgot his name)...great service.

...but, I'm glad you did what you did. Don't let them get away with shit.

Quote:

Originally Posted by donovan

Hell, customer service must be at the end of businesses priorities lately...

True, seems like customer service is going away. I guess it costs too much. Plus, the US is so price sensitive I think most people rather get treated like crap to get something a little cheaper. The worst is trying to call a large business and speak to a living, english speaking person.

han405 · 10-09-2011, 09:43 AM

last year i went to that place to buy a new m3 with cash. one of their CA, Chris Armstrong, lied to me and treated me like a second class citizen. so i filed a complaint with bmw north america and bought the e92 from bobby rahal Bmw.

For those of you know around pittsburgh area, i live in moon township, and buy and service my cars at bobby rahal... i know im not the only one...

han405 · 10-09-2011, 09:52 AM

Quote:

Originally Posted by Singletrack

Thanks man - that is great to hear! They are 32m from me, but I think I'm going to give them a shot. I've heard their Merc, Volvo, and Rover service is exceptional. Heard some not-so-great things about A&L and P&W from a neighbor : |

Just FYI, bobby rahal is one of the top 20 customer rated bmw dealership in the US.

vm · 10-09-2011, 02:02 PM

Quote:

Originally Posted by han405

Just FYI, bobby rahal is one of the top 20 customer rated bmw dealership in the US.

I have my car serviced at Bobby Rahal and they have been great all the time. They'll get my business when I buy my next BMW.

Ateam · 10-09-2011, 04:27 PM

OP you need to read dale carnegies "how to win friends and influence people" This was clearly the case of you posturing with them and them getting defensive and not backing down. You basically need to learn to sweet talk people more effectively.

That said over 70 bucks the battle is not worth it. If you use them long enough one day you will have a much bigger cost that you may feel is their doing and at that time you want to save your complaints. Now if you ever complained again you would have zero ground as you are just a thorn in their side now.

Learn some people skills and people are actually very receptive to what you think is fair.

10-09-2011, 03:07 AM	#89
doc19 Second Lieutenant 10 Rep 220 Posts Drives: 2011 e90 M3 6MT Join Date: Aug 2011 Location: Maryland iTrader: (0)	Maybe sticking my head in the lions mouth here... but I'm working the night shift and its quiet. So here I go. I agree with the OP here... everything else aside, I think it boils down to this: After he got the offer, that he found unacceptable, he asked for a phone call so they could discuss it, and he didn't get it. It wasn't about the money, it was about the ability to discuss the situation on the phone. When he didn't get that, he decided to take his business elsewhere. Good for him. I know that the customer isn't always right, even in my field you deal with very unreasonable people from time to time. But I also think the downfall of customer service these days is that most of us are willing to roll over and lower our expectations because "that's just the way things are." I feel like we as consumers have given up our buying power by putting up with substandard service. By flexing our ability to go somewhere else with our money is the only way we can make these companies change practices. For instance - my interaction with the evil Comcast. I had automatic bill pay with Comcast, and for some unknown reason, one of my payments didn't go through and was credited back to my bank account (and it wasn't a lack of sufficient funds). Now I actually balance my check book, but I balance it to make sure there are no unauthorized charges, if I notice more in my account I chalk it up to an arithmetic error on my part, or a charge not clearing yet. Anyway, Comcast never notified me. What they decided to do was cut off my service, on a day that my brother, who works IT, was working from home from my house. No warning. I was working that day so I couldn't figure out what was going on, but my brother couldn't do his work. So I called and tried to be reasonable about why didn't they just notify me that the payment didn't go through, and I would have happily paid on time had they notified me. I wasn't asking for a discount, I just didn't want to pay the late fee. I got nothing, just a "this is your fault for not noticing the payment didn't go through." And when I asked to speak to a manager she responded indignantly "He will just tell you the same thing so what's the point?" So I told them to cancel my service. Now for where I live, for cable and high speed internet, Comcast is the only game in town. But I was willing to exercise my right as a consumer and suffer through no cable and internet because I was that displeased with my experience. As a result, I got a phone call and a personal visit to my house from a regional manager, and they covered my payment that month and cut 10% off my monthly fee. Never thought that would've happened, and wouldn't have happened unless I decided not to put up with their garbage. And you know what? Even if that didn't happen I still would be satisfied with my choice to forgo their service so I wouldn't be giving my money to a company that I thought didn't deserve it. Now, don't be rude, don't cause a scene, don't be a douche. But notify them you are unhappy with the service you received and you will be taking your business else where. I don't see anything wrong with that.
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10-09-2011, 09:43 AM	#92
han405 Second Lieutenant 10 Rep 203 Posts Drives: E46 M3, E92 M3 Join Date: Sep 2009 Location: PA iTrader: (0)	last year i went to that place to buy a new m3 with cash. one of their CA, Chris Armstrong, lied to me and treated me like a second class citizen. so i filed a complaint with bmw north america and bought the e92 from bobby rahal Bmw. For those of you know around pittsburgh area, i live in moon township, and buy and service my cars at bobby rahal... i know im not the only one... Last edited by han405; 10-09-2011 at 10:02 AM..
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10-09-2011, 04:27 PM	#95
Ateam Banned 88 Rep 1,105 Posts Drives: M3 Join Date: Sep 2011 Location: USA iTrader: (0)	OP you need to read dale carnegies "how to win friends and influence people" This was clearly the case of you posturing with them and them getting defensive and not backing down. You basically need to learn to sweet talk people more effectively. That said over 70 bucks the battle is not worth it. If you use them long enough one day you will have a much bigger cost that you may feel is their doing and at that time you want to save your complaints. Now if you ever complained again you would have zero ground as you are just a thorn in their side now. Learn some people skills and people are actually very receptive to what you think is fair.
	Appreciate 0 Quote