Dealer Servicing issues

[Roy124]

1 hour ago, TonyHSD said:

Dealers always been on the darker side anywhere around the globe.

When we got our first Toyota we were impressed with the salesman who really sold us the car, as opposed to us buying it.  When they invited us to consider a replacement we asked about him.  There was a very dismissive 'he's gone somewhere near Northampton' or similar.

We then did a deal with a keen young man who, when it came to delivery was nowhere to be seen.  His replacement was keen and we would be happy to have bought our next from him.  Indeed we were approached by the 'customer retention' salesman.  The most noticeable thing was his Rolex watch.

They perhaps realise that customers my follow salesmen that they trust.

Many many moons ago at a village Ford dealership there were two there: the Old Mr Eyre and the Young Mr Eyre.  Twenty years later we were back in the area and bought a car from the young Mr Eyre though the old Mr Eyre was still around, happy to have a natter and get you a coffee.  After another 20 years the once young Mr Eyre was the now old Mr Eyre and handing the business over the the new young Mr Eyre.  Now that is continuity of service.

As it happens, I saw the new old Mr Eyre the other day in Grantham.  This was another 20 years on! 

[AndyN01]

I guess the Eyre's just want to make a decent living, take home a decent wage, look after the folks that come in with quality service at a reasonable price and sleep easy knowing that they're doing a good job. And the customers keep coming back for that quality of service at a reasonable price from folks they trust to look after them with honesty, integrity, skill and care.

I applaud them.

Andy

[Roy124]

Aye, exactly last car I bought, I had a £1 000 voucher from Barclaycard, I fancied the Mondeo Ghia but I thought the car looked odd without the boot spoiler.

They organiser a dealer swap.  They took their Mondeo down to the west country and bought mine back - no additional cost.

[Starensis]

Funnily, we bought this Yaris from a Kia dealer in Cannock. It was obviously an PX. 
My experience with them was flawless. They listened to my reasons why I’d offered price I did and recognised my reasoning. They also knew car only had one key fob, but had already ordered a second one.

They gave us 2 test drives on our own,  then replaced one tyre due to some minor wall cracking occurring. 
The dealership was very busy also - a testament to their service imo.

Once the key arrived after purchase, they dropped it off at the house and arranged coding at a local dealer - all FOC.

Might look at Kia for my next car.

[Saxmaniac]

I think decline in dealer standards is connected to takeover by big groups. The people at the sharp end have to generate max profits by whatever means and no incentive at all to do right by the customer. Mostly they don't even meet the customer. DIY as much as poss is the only way. When dealer rang me recently to push their latest sales event, I told him exactly why I would never buy a car from them or let them touch mine. He was not surprised and we had a long chat about the state of motor trade. As a Honda owner he was in the same boat with his own car!

[Hicardo]

It's worrying to read about SEagell.  They've just taken over from Motorline in Tunbridge Wells, which is a dealer 10 miles from me that I occasionally use.  They were very good under Motorline.  I expect that they will retain their local staff, so would have thought the good service would continue?  Is that a fair assumption?

[Big_D]

The good service will probably continue for a while until the new culture kicks in. There will more than likely be a few resignations and then, in my opinion, the service will decline
Good luck

[mpm235]

12 hours ago, Roy124 said:

When we got our first Toyota we were impressed with the salesman who really sold us the car, as opposed to us buying it.  When they invited us to consider a replacement we asked about him.  There was a very dismissive 'he's gone somewhere near Northampton' or similar.

We then did a deal with a keen young man who, when it came to delivery was nowhere to be seen.  His replacement was keen and we would be happy to have bought our next from him.  Indeed we were approached by the 'customer retention' salesman.  The most noticeable thing was his Rolex watch.

They perhaps realise that customers my follow salesmen that they trust.

Many many moons ago at a village Ford dealership there were two there: the Old Mr Eyre and the Young Mr Eyre.  Twenty years later we were back in the area and bought a car from the young Mr Eyre though the old Mr Eyre was still around, happy to have a natter and get you a coffee.  After another 20 years the once young Mr Eyre was the now old Mr Eyre and handing the business over the the new young Mr Eyre.  Now that is continuity of service.

As it happens, I saw the new old Mr Eyre the other day in Grantham.  This was another 20 years on! 

Hello Roy, would that be the Ford Dealer on the High Street, in Tattershall?

[mpm235]

I take my Auris (and previous Prius) to Burrows Toyota, in Rotherham or Doncaster, they have always been absolutely brilliant, best customer service I've known since I started driving in 1988.

[marlot]

18 hours ago, Starensis said:

...

Might look at Kia for my next car.

I changed my Landcruiser to a Kia Sorento a few years back.  I was very impressed with the Sorento.  But there is quite a variation in dealer standards.  I'd never go back to the supplying dealer, but my local family owned firm did a decent job at servicing.

[Roy124]

8 hours ago, mpm235 said:

Hello Roy, would that be the Ford Dealer on the High Street, in Tattershall?

yes

[mpm235]

7 hours ago, marlot said:

I changed my Landcruiser to a Kia Sorento a few years back.  I was very impressed with the Sorento.  But there is quite a variation in dealer standards.  I'd never go back to the supplying dealer, but my local family owned firm did a decent job at servicing.

I think being a family owned firm seems to be  very significant, as mentioned by Marlot here, Roy mentions Eyre's, and my excerlent main dealer, Burrows, is an old family firm.

[mpm235]

7 hours ago, Roy124 said:

yes

Ahhhh, I thought so, I remember seeing it when I've been in the area, I though, "that looks like a good old family bussiness"

[Big_D]

If you think about it, a family business has more to lose. They don't have the backing of the big corporations, so every customer really does count

[Starensis]

10 minutes ago, Big_D said:

If you think about it, a family business has more to lose. They don't have the backing of the big corporations, so every customer really does count

Finding them locally - is the problem!

[mpm235]

14 hours ago, marlot said:

I changed my Landcruiser to a Kia Sorento a few years back.  I was very impressed with the Sorento.  But there is quite a variation in dealer standards.  I'd never go back to the supplying dealer, but my local family owned firm did a decent job at servicing.

Kia /Hyundai are very good, great build quality. My next car might be a Suzuki, a Swace, which is of course a Corolla with different badges, different bumper and no SatNav (which I barely ever use anyway,), but can be found for quite a bit less than an equivalent Corolla...

[marlot]

11 minutes ago, mpm235 said:

Kia /Hyundai are very good, great build quality. My next car might be a Suzuki, a Swace, which is of course a Corolla with different badges, different bumper and no SatNav (which I barely ever use anyway,), but can be found for quite a bit less than an equivalent Corolla...

That's set me thinking.  My local Toyota dealer is now Steven Eagell, but there is a well regarded familiy owned Suzuki dealer about 10 miles away.  If they can service a swace, then a corolla should be fine in their care.

[mpm235]

Yes, could be an idea. Corolla and Swace are made on the same production line in Burnaston, I would imagine servicing is the same

[Starensis]

9 hours ago, mpm235 said:

Yes, could be an idea. Corolla and Swace are made on the same production line in Burnaston, I would imagine servicing is the same

There might be an agreement though. I took my Lexus (when I had it) to a Toyota dealer and they refused to touch it. Stated they never had the software to carry out health checks etc.

[FROSTYBALLS]

8 minutes ago, Starensis said:

There might be an agreement though

Almost certainly not. 

An example is parts supply - from an earlier topic on Swace spare wheel:

"Suzuki UK customer services agreed that they do not sell any type of spare wheel and suggested I try a Toyota dealer.

Parts department at local Toyota dealer refused to sell spares for a non-Toyota badged vehicle as "we can't check the VIN to see if it's the right part .....""

 We've had a couple of cars in the past which were built by one manufacturer and badged as another marque, and servicing/warranty were the responsibility of the selling marque.

[mpm235]

5 hours ago, Starensis said:

There might be an agreement though. I took my Lexus (when I had it) to a Toyota dealer and they refused to touch it. Stated they never had the software to carry out health checks etc.

Lexus. Briliant, my dream car. I often say to the Wife, "One day, I will have a Lexus..."  Well, maybe when I'm retired, find a low mileage  Mark 1 RX450h, will be a retro classic by then, and really cosset it...I can dream....meanwhile, I'm off up the M1 in my Auris in a bit, 12 hour night shift for the NHS.....

[marlot]

My Landcruiser (120 series) was sold in the USA as a Lexus GX470.

Though they did swap the 3.0 diesel to be a lovely V8 petrol...

[mpm235]

5 hours ago, FROSTYBALLS said:

Almost certainly not. 

An example is parts supply - from an earlier topic on Swace spare wheel:

"Suzuki UK customer services agreed that they do not sell any type of spare wheel and suggested I try a Toyota dealer.

Parts department at local Toyota dealer refused to sell spares for a non-Toyota badged vehicle as "we can't check the VIN to see if it's the right part .....""

 We've had a couple of cars in the past which were built by one manufacturer and badged as another marque, and servicing/warranty were the responsibility of the selling marque.

Thanks for the info Mike, good to know the facts to help with future decisions, Cheers Pal.

[Roy124]

I had a Triumph engined SAAB.  I was told it would be cheaper to get Triumph parts but I should park the SAAB out of sight and not mention it was for a SAAB.

[Starensis]

9 hours ago, FROSTYBALLS said:

Almost certainly not. 

An example is parts supply - from an earlier topic on Swace spare wheel:

"Suzuki UK customer services agreed that they do not sell any type of spare wheel and suggested I try a Toyota dealer.

Parts department at local Toyota dealer refused to sell spares for a non-Toyota badged vehicle as "we can't check the VIN to see if it's the right part .....""

 We've had a couple of cars in the past which were built by one manufacturer and badged as another marque, and servicing/warranty were the responsibility of the selling marque.

That’s what I meant - an agreement not to touch each others brand. Hence the Lexus reference. 👍