Karen
Plymouth,#2Consumer Suggestion
Sun, December 28, 2003
He'd be completely embarrassed if he worked for yours, after reading your response. Ok...as for the insurance comments the original poster states your saleman made: they're not insurance guys and he should have double-checked like his gut told him to. Once he did that and found out not true, he would have known not to do business there as your salesman lie. He didn't, so he's stuck on that one. It doesn't clear your guys of "misrepresenting facts". And please don't tell me they wouldn't have said such a thing. I know better. BUT....as for the keyless entry, chances are good that your dealership got that car either as a trade-in or they bought it at auction. Either way, you would have had a tech go through that car and you would have known that it wasn't working. While this is not a safety issue, it is most certainly a customer service issue. If you were informed of this problem within days of sale, you need to fix it free of charge. I had bought a minivan a few years ago (used) and found out one of the speakers didn't work the day after I bought it. I let my salesman know and he made sure it was replaced without costing me a penny. You know what, Brian? Based on my experiences with them I referred several people to them who then bought cars from that Dodge dealership. They found that what I had said about them was true. I traded that in and now own a Ford Windstar Limited, bought from my husband's fantastic dealership. He's worked for crappy ones and left when he saw how bad they were. He's now a sought-after Parts Manager who refuses to leave the dealership that he loves. His name matters to him, the success of the dealership as a whole matters to him. You might want to learn from that, Brian. As for the $500 phone bills...probably crap but it's possible. If your dealership advertised keyless remote entry and he still has the ad, I would advise him to sue you folks for false advertisement. The judgment could be enough to take care of at least that $500 phone bill. Even better, it might result in a judgment where his car is completely paid off by you folks. Be smart Brian- fix the keyless entry system and give this customer the remotes and extra key, with a humble smile and apologies galore. You'll thank this Customer Service Manager later.
Brian Rygiel
Phoenix,#3UPDATE Employee
Fri, December 26, 2003
In response to the individual with a complaint from Casa Grande, I am more than willing to address each and every concern listed in the above report. I am also willing to provide a contact number where I can be reached anytime during business hours. (602) 723-4708. I retail more than 3000 used vehicles a year and would not think of damaging ABC's reputation over keys or keyless remotes. If your customer can document his phone bill totalling over $500, I will reimburse his charges if I or any of my staff have not fulfilled our written agreements. ABC is committed to customer satisfaction and long term realtionships with our customers. We never hide nor attempt to dodge our customers calls or concerns. Sincerely, Used Vehicle Director ABC Nissan