I was under the belief that car dealerships had got their act together these days because of the internet. I was under the belief that the days where they could play hard ball tactics with customers and get away with horrible customer service were gone. The underlying reason why I believed in this was because of what I thought of the strong influence that customer reviews on the web have on people’s purchasing decisions.
This past weekend, I had a rude awakening that told me that car dealers are still the same. They still have horrible customer service and think customers who walk in through their doors are people who can be easily taken for a ride. The past weekend I had to get my Odyssey repaired for some electrical problem. I got a call at 4pm saying that the car was ready to pick up. The guy told me he will call me back in a minute with the exact cost of repair. He never called back and when I show up at the dealership an hour later, the paper work is not done, he tells me that the car is being vaccumed while it is sitting in the lot. After I asked that I get to speak to the service manager, things got rolling. There were other customers waiting there with complaints similar to mine.
After all this, I find that there is a long scratch on the sliding doors that was not there when I took it in. Now I have to go back there to get this buffed. Imagine how pissed off and frustrated I feel.
When I got home, I did a check on the Internet to see if there were any reviews on this dealership. Sure enough, there was and every one of the reviews rates this dealership as one of the worst Honda dealerships.
I guess the car dealerships still have not learnt about the word of mouth marketing on the web or is it because the customer reviews are still not mainstream as much as I think they are or is it because every one of them is the same that consumers have no choice but to put up with such shoddy service?