Dealer communication / test drives / dealer packages

[08-4-2]

Based on the smartusa delivery estimator, I've sent an email asking my Smart Center when I might be able to test drive a smart. They never replied.

Today I received an email saying I'm 30 days away from delivery. The salutation for this message was "Good Day". This was accompanied by a list of packages they offer (see below) along with their request that I advise them so they can be ready when I pick up the car.

How does a reservation holder get a test drive? Is this typical communication protocol? Somehow, this didn't seem like the most personable manner in which to create a relationship with clients. (It also makes me wonder about their ability to leverage basic computer features.)

While I'm glad to know the car is in it way and that the car can be outfitted with more features (and fortunately I opted for the equivalents), I was surprised at the price points the dealer selected.

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Package 1
Navigation/Multimedia Unit. Includes 7” LCD touch screen, AM/FM receiver, CD/DVD/MP3/WMA drive, Denso based Navigation. $2095.00

Package 2
Package 1 plus Bluetooth interface which operates with either the above system or the factory radio; includes display and voice activation. Also with iPod interface which gives you complete control and text information on the touch screen. $2495

Package 3
Bluetooth interface which operates with either the above system or the factory radio. Includes display and voice activation. $695

Package 4
Audio system upgrade including 2 Alpine tweeters, 2 Alpine midrange, 250 watt 3 channel amplifier and 6.5 inch subwoofer. $1295

Package 5
Security system. $450

Package 6
Custom Leather Seats by Couch, which may be customized to match the interior of the smart car. $1695

Package 7
Thorley Exhaust system, adds 6 horsepower to the vehicle, increases muffler sound. $1595

Package 8
Chrome or Black Powder Coated Wheels. $1895

Package 9
Additional Instrument Gauges, indicates tachometer and extra clock placed on dashboard. $395

[chieftmc]

I really LOVE the Thorley Exhaust Sytem for ONLY $1595

[John_H]

How to get a test drive? CALL them. Or just drop by when you're in their area.

Email is still not ingrained in everyone as an effective means of doing business. If you get someone to physically talk to you, they tend to be receptive whether they're effective communicators or not.

[08-4-2]

Originally Posted by John_H

How to get a test drive? CALL them. Or just drop by when you're in their area.

Email is still not ingrained in everyone as an effective means of doing business. If you get someone to physically talk to you, they tend to be receptive whether they're effective communicators or not.

So, are you saying that not everyone knows that using all caps is the equivalent of yelling?

My reservation is indexed by my email address. The message was sent through the center's web site. This dealer is in Silicon Valley and heavily staffed by 20-somethings; not effectively using email is completely out of touch with their market.

I have called and left a voice message. When I visited the dealer about a test drive, they couldn't accommodate me because my name wasn't on their list of immediately forthcoming cars.

I don't think this speaks well of the kind of customer service I can expect, and Smart doesn't exactly have dealers in every other town. In the bay area, they are only two and they are 50 miles apart.

[jwight]

Just my .02, but that is screwed up. List of "immediately forthcoming cars"? Sounds like they're confusing themselves with a Ferrari dealership. If there are any other smarts centers within range, set up a test drive with them. Once you take delivery (without any of those overpriced "option" packages), drop this dealer like a hot rock.

[pandora]

FYI Thorley exhaust systems in SS are $349.00 from the factory. Installation can be done in under 1/2 hour. Five bolts to loosen including the exhaust system bolts. Need access from top and bottom so a lift is handy.

[smartHHO]

Originally Posted by chieftmc

I really LOVE the Thorley Exhaust Sytem for ONLY $1595

Talk about highway robbery. I would say F U and not get any of the crap. the DTH you can buy from Paul at Round Rock thru the mail for 350ish. That saves you 1200 for an awesom DVD nav radio system installed by other then the dealer P.

[Goldstar]

Originally Posted by 08-4-2

I don't think this speaks well of the kind of customer service I can expect, and Smart doesn't exactly have dealers in every other town. In the bay area, they are only two and they are 50 miles apart.

My experience with the dealership is quite mixed. I was on the spot a few times, got an offer to test drive one on the second visit. On the third, I tried to see if the 2009 brochures or color charts were in as I wanted to know how the rally red and grey looked. I talked to a lady who was holding a spray bottle and cleaning one of the displayed SMARTs. She was not too fond of answering my questions, at least that was how I felt. I called afterwards, and this same lady answered, this time she gave me the impression she had time to answer my questions. She actually returned my call as promised in another occasion.

As for email communication, the email I sent in mid-Sept probably got sucked into the black hole.

The info I got was the staff there, unlike those with other car dealerships, do not get commission from the sale of the (as is) SMARTs. That is, you buy or not has no (extra) $ effect on them.
As for the packages, they all look kind of expensive to me. I have no knowledge about them, so I will leave it to the experts in this community.
It seems pretty consistent that there is at least one SMART there that they can offer you for a test drive on Stevens Creek. To save a trip, call them to confirm.


Have fun with your (future) SMART.

[sk8ndad]

Originally Posted by 08-4-2

So, are you saying that not everyone knows that using all caps is the equivalent of yelling?

My reservation is indexed by my email address. The message was sent through the center's web site. This dealer is in Silicon Valley and heavily staffed by 20-somethings; not effectively using email is completely out of touch with their market.

I have called and left a voice message. When I visited the dealer about a test drive, they couldn't accommodate me because my name wasn't on their list of immediately forthcoming cars.

I don't think this speaks well of the kind of customer service I can expect, and Smart doesn't exactly have dealers in every other town. In the bay area, they are only two and they are 50 miles apart.

Were you contacting San Jose or San Francisco?