Dealer counter attack

[martin]

Yeah, I can't do them either. They always push for all 10's or whatever, and as an engineer, to me that means perfection, which is possible in theory but in reality there is always room for improvement. So I can't give all 10's, and instead of giving them lower scores just don't fill it out at all.

If you want an honest survey, I'll give one, but if you want a document full of BS, count me out.

-T

Well said, absolutely

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[Dirtleg]

Yeah, I can't do them either. They always push for all 10's or whatever, and as an engineer, to me that means perfection, which is possible in theory but in reality there is always room for improvement. So I can't give all 10's, and instead of giving them lower scores just don't fill it out at all.

If you want an honest survey, I'll give one, but if you want a document full of BS, count me out.

-T

See I feel the same way but fill it out honestly anyway. However are they supposed to improve where they're weak if no-one ever calls them out on it?
That being said I don't treat them like pigs for slaughter either. Just an honest, objective review.

 

[RobD]

Unlikely would be my quess.

 

[Firepath]

These surveys are meant to gather criticisms that can be used constructively to improve their service and thus reputation and repeat business. If they care about the feedback beyond that, they are not professional enough to do business with.

 

[TheRican]

But its not practiced as that opportunity. I base my questionnaire on if I receive what I want without too much fight.

If they make me fight hard for it then it goes down.

 

[70monte]

They are not anonymous. My sales manager was all kinds of pissed when I gave them a bad survey and he told me to get off the lot when I was there picking up my car after having some paint repaired. I have not gone back there at all.

Wayne

 

[Chaos_Being]

They are not anonymous. My sales manager was all kinds of pissed when I gave them a bad survey and he told me to get off the lot when I was there picking up my car after having some paint repaired. I have not gone back there at all.

Wayne

Damn.

I never got a mail survey (which I expected from what my sales guy was telling me as I picked up the car,) but I did get a short phone survey the next day. Luckily my experience was good so I only had good things to say.

 

[EcoSnake]

Bell Ford in Phx, AZ got angry with me about a bad survey. Didn't give me the $250 gas card I was promised. Told me that was the reason.

 

[jake-88]

Dang I didn't get any free oil changes with mine...shouldnt have givin good reviews on the survey

 

[Hack]

My dealer told me they wanted all 10s and if there was any reason I didn't want to give them a 10 I should call them and talk to them first. Give them a chance to make it right. Well on one purchase their warranty guy just wouldn't shut up and was actually insulting when I kept saying no. I told them afterwards and they gave me a $400 add-on to the car for free.

So, while I agree that 10s/perfection is not possible, I was fine with giving them 10s. I think they were genuinely trying to make my experience good.

I've been back there twice since and they must have made a note, because they don't do the hard sell on me anymore.

To the OP, if they said to tell them if there was a problem, tell them before you fill out the survey. Give them a chance to make it right.

 

[70monte]

The reason I didn't give my dealer a good survey is because the day I bought my car, someone messed up some paint on the rear bumper. Luckily I caught it before I left with the car. They told me I could get it fixed anywhere since I lived quite a ways from the dealer who did not have their own body shop.

After I got a price quote from a local shop that I had done business with before and who was contracted with our local Ford dealer to do their work, the dealer that I bought the car from decided that the price was too high and they weren't going to pay that much.

They gave me two choices, either take it to their body shop or pay the difference out of pocket to take it to mine. I went round and round with them for a week with no progress. I finally took it to their shop because I was tired of dealing with the situation and it was taking away from my enjoyment of the car.

So when I got the survey, I wrote what had happened and that they had lied to me. I had been dealing with the sales manager on this situation and he was the one who would not give in. It ended up only being a $67 difference in price from my shop to theirs instead of the $150 the manager kept telling me but they wouldn't eat the difference to make me happy.

Wayne

 

[Phlyguy]

It seems like more and more corporate surveys are handled akin to any rerun of "Family Feud" (...the survey said!) without creepy Richard Dawson trying to grope your spouse like Joe Biden!

 

[joepro]

What happens is the dealers use the survey scores as compensation to their employees, which is the dealers decision, no manufacturer suggests they do that, but image your a service advisor and the cashier is rude to your customer, they go home and slam the advisor on the survey, now the advisor loses money out of his pay...is it right, no I do not think it is, but you will find this in almost every dealer, sales and service. BTW, can someone who has not worked in the business explain the whole, no one gets a 10 thing, baffles my mind, I understand there is no such thing as perfection, but why do you equate a top score with perfection? With that logic it is inconceivable to get a 100% on anything graded...10 means in my mind, you were completely satisfied with the experience, and the service met your needs and expectations. Just remember, right wrong or indifferent, you are most likely going to only affect one person, the advisor or the sales person. The dealers micro manage the surveys, the manufacturers just manages the numbers, ususally based on a 1, 3 and 6 MO average and do not get into details unless a pattern arises. I can tell you they are NOT anonymous and if you give a really low score for some petty reason, you may receive some attitude next visit...

Its unfortunate they will not take care of you, but is the quote reasonable? Or did you tell the place a dealer is pay? IF you did they most certainly inflated the quote...I would get in touch with the GM so you can get it ironed out.

 

[Endokendal]

Yeah, I still don't do surveys. Tough shit.

 

[joepro]

for what its worth I do not either, if someone does a job worth of my praise I will call their superior and let them know, that's the best survey anyone could ever get.

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