A rant about a dealer
Discussion
Need to have a bit of a rant about this main dealer!
On Saturday 21st I popped over to a well known Aston Martin dealer somewhere close to a town to arrange a test drive. Saturday 28th was provisionally booked and the sales guy would call back to confirm they had a car in stock to drive.
On Sunday 22nd I went into the dealership to book a drive as it looked like they had a car in stock matching what I was after. I was ignored for 30-40 minutes and when the salesman came over he told me he was with someone and told me to call him during the week. (There was no offer to take details)
They didn't call back and I refused to chase so no test drive
The following week I did an online chat with someone at the dealership to complain at poor service. They got someone to call me back.
The sales guy I saw on Sunday called me back and just about said sorry he ignored me but they were very busy that day. I told him I didn't expect a test drive, but just wanted to book one for the following weekend and I asked if perhaps in hindsight he or the receptionist should have taken my details? His response was "we have a lot of people who come in and don't necessarily want to buy. Those who are interested will call back".
I responded that I believed every single person who walks through the door should be treated as a potential sale and not judged, which he disagreed with and it all got a little bit heated as we went round in circles!
We then talked about what I'm looking for and after telling him I didn't want to part-ex my Exige and wanted to pay cash he said "we didn't have anything suitable in then and we still don't" and begrudgingly booked me in for Saturday 4th to test drive a car.
On Friday 3rd I had a call in the morning saying that the car I was going to test drive had been sold, but he should have another car coming in Saturday morning and would bring it over to test drive. I was told he would know for certain that afternoon and I would get a call back around 3pm either way...
...and that's the last I've heard from them.
I don't quite understand what they are playing at as not only have they lost out on a sale, they have also lost any chance of future business like servicing or upgrading the car to a newer model.
So if you are thinking of buying an Aston Martin, Jaguar or Lotus it's probably best to go a main dealership elsewhere.
(I really hope this gets fed back to someone senior at the dealership, so maybe they can improve their customer experience)
On Saturday 21st I popped over to a well known Aston Martin dealer somewhere close to a town to arrange a test drive. Saturday 28th was provisionally booked and the sales guy would call back to confirm they had a car in stock to drive.
On Sunday 22nd I went into the dealership to book a drive as it looked like they had a car in stock matching what I was after. I was ignored for 30-40 minutes and when the salesman came over he told me he was with someone and told me to call him during the week. (There was no offer to take details)
They didn't call back and I refused to chase so no test drive
The following week I did an online chat with someone at the dealership to complain at poor service. They got someone to call me back.
The sales guy I saw on Sunday called me back and just about said sorry he ignored me but they were very busy that day. I told him I didn't expect a test drive, but just wanted to book one for the following weekend and I asked if perhaps in hindsight he or the receptionist should have taken my details? His response was "we have a lot of people who come in and don't necessarily want to buy. Those who are interested will call back".
I responded that I believed every single person who walks through the door should be treated as a potential sale and not judged, which he disagreed with and it all got a little bit heated as we went round in circles!
We then talked about what I'm looking for and after telling him I didn't want to part-ex my Exige and wanted to pay cash he said "we didn't have anything suitable in then and we still don't" and begrudgingly booked me in for Saturday 4th to test drive a car.
On Friday 3rd I had a call in the morning saying that the car I was going to test drive had been sold, but he should have another car coming in Saturday morning and would bring it over to test drive. I was told he would know for certain that afternoon and I would get a call back around 3pm either way...
...and that's the last I've heard from them.
I don't quite understand what they are playing at as not only have they lost out on a sale, they have also lost any chance of future business like servicing or upgrading the car to a newer model.
So if you are thinking of buying an Aston Martin, Jaguar or Lotus it's probably best to go a main dealership elsewhere.
(I really hope this gets fed back to someone senior at the dealership, so maybe they can improve their customer experience)
Stuart said:
In all seriousness, please don't name and shame. I know that this isn't exactly the worst case of it, but we have to be firm with the rules on this to prevent more flagrant attempts to libel firms.
I've removed names, so hopefully it complies. If it doesn't please let me know and I'll tone it down a bit more.
Mark
Similar issues sometime back. Just try another one there are good ones out there. Aston Martin at Hagley are very good never felt like a second class citizen there! It must be difficult trying to judge genuine people from timewasters but surely any good training would identify that someone who physically goes to a dealership and then makesfurther contact is more than just someone trying up fill an hour of their time. Also dealers need to be reminded that Aston Martins aspirational and as such today's enquiry may not lead to an immediate sale!
Not a great intro, but stick with it. The cars are great. And I guess that everyone has off days (just that some dealers have more than others!).
I had the polar opposite experience with my dealer, HWM. Bryan McMorran couldn't have been more helpful, despite me being a scruffy looking oik much of the time. And he has continued to be an utter gent every time he's seen me up there.
I had the polar opposite experience with my dealer, HWM. Bryan McMorran couldn't have been more helpful, despite me being a scruffy looking oik much of the time. And he has continued to be an utter gent every time he's seen me up there.
silverspeed said:
Similar issues sometime back. Just try another one there are good ones out there. Aston Martin at Hagley are very good never felt like a second class citizen there! It must be difficult trying to judge genuine people from timewasters but surely any good training would identify that someone who physically goes to a dealership and then makesfurther contact is more than just someone trying up fill an hour of their time. Also dealers need to be reminded that Aston Martins aspirational and as such today's enquiry may not lead to an immediate sale!
Good point. Last year I went to the Ikea store in Orlando and got there a bit too early. The AM dealership is nearby, so I went to take a look. The dealership wasn't open for the day yet, but the sales manager saw me outside peeking through the glass and invited me in to look around in the showroom and service bay. I explained to him that I intended to buy an AM at some point in the future but not just yet. He went back to his office and let me roam around unescorted for 20 minutes. I thanked him on my way out. 9 months later, I came back to buy my new Vantage from them. it pays to be nice to potential customers. 
king useless that's why they are selling the cars and not buying them ......take pity on the poor creatures I'm a little surprised it's not just me having a bad experience. I expected a top notch service from a luxury car dealer and I'm being treated worse than if I went to Ford or Vauxhall.
Beginning to think it might be better to cut the dealers out as they aren't adding any value and buying privately or from a specialist.
Beginning to think it might be better to cut the dealers out as they aren't adding any value and buying privately or from a specialist.
Murph7355 said:
Not a great intro, but stick with it. The cars are great. And I guess that everyone has off days (just that some dealers have more than others!).
I had the polar opposite experience with my dealer, HWM. Bryan McMorran couldn't have been more helpful, despite me being a scruffy looking oik much of the time. And he has continued to be an utter gent every time he's seen me up there.
I too bought my (second hand) Aston from Bryan at HWM, and was treated like I was a king. Top marks to Bryan and HWM.I had the polar opposite experience with my dealer, HWM. Bryan McMorran couldn't have been more helpful, despite me being a scruffy looking oik much of the time. And he has continued to be an utter gent every time he's seen me up there.
Peter
I love thatI've always had very good service from Stratstone so I cannot complain.
Mark - under no circumstances wait around for 30-40 mins. It will automatically leave you frustrated and angry. I walk into the middle of their sales meetings and start talking to them if I have to.
Mr Gould - your list has been extended
Mark - under no circumstances wait around for 30-40 mins. It will automatically leave you frustrated and angry. I walk into the middle of their sales meetings and start talking to them if I have to.
Mr Gould - your list has been extended
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