I see so many slaps for various reasons at dealers, I thought I'd post a nice experience.
About three weeks ago, some fool backed into the Yellow Peril in the parking lot of my insurance agency. Durrrr! I have a good idea who it was, it wasn't like they weren't insured, but they didn't have the guts to come in and tell me. Damage wasn't major, but I was just hurt, I tell ya, hurt, over the whole situation.
We ran it over to Smart of Buckhead, which is a subsidiary of Mercedes of Buckhead, and they gave us an estimate of $292 + tax to replace the fender, and kindly knocked most the dent out for us at no charge, which was kind a cool. Last time I had an experience like that was at a Saturn dealer, and I bought four Saturns after that:
A week later, they called to tell me my replacement fender had arrived from the parts people in Germany (yes,
Germany). Bundled over there only to find out they'd sent the wrong side, and it was cracked. First words out of Crystal's mouth were, "We have a problem, what can we do to make it better?" She offered to come pick my Smart up at my office, drop off a loaner, and come back and swap them out. Who could get upset?
Yesterday (two weeks after the first), the replacement fender arrived. Crystal scheduled me immediately. As promised, she offered to come and get the car, blah blah, but I told her it wasn't necessary for a piddly repair.
When I got to the dealership, late, in a steady rain and traffic the likes of which I (thankfully!) never have to deal with, they didn't criticize me for being late. Crystal greeted me, ushered me into "Cafe Benz", and took my car immediately.
I settled down on a cush leather sofa with a nice cup of hot tea, a bun, and one of my Clarkson books. Yeah, I'm a big fan-girl of the show. I even went out and visited the McLaren in the showroom, which was just like the one Clarkson drove to Oslo in Monday night's broadcast. Nirvana, I tell ya. It was like going sightseeing. (It's funny, I never realized how much I genuinely
like cars til I got my Smart.)
As I sat there, I listened to the various employees coming into the on-site coffee shop, interacting with one another, and with customers. I also listened to one man telling the coffee shop server how important he was, and what a good employee, and how proud he was of him. I wasn't even
him, and
I was feeling good. What a great environment! Everyone was smiling, seemed to be satisfied and happy with their jobs.
Crystal came and fetched me, and joy of all unexpected joys, they had washed my dirty car, vacuumed it, perfumed it, and cleaned all the windows with some amazing cleaner that left it looking like there was no glass at all. And, when I went to pay, I guess she had finagled some discount for the slight aggravation. Cost to replace an entire fender, including labor, parts, shipping from Germany, exhorbitant Atlanta tax, and that delicious car wash came to $256. Wow!!!!
The Yellow Peril looks like a brand new car:
I distinctly felt welcomed, and treated as if I were as valued a customer in my 16k Smart as if I'd been in that $530k McLaren I ogled-at a safe and fingerprintless cordoned off distance.
So when I decide to break down and get another SLK (the 280 is looking awfully tempting, even though Clarkson deems it "girly"), or win the lottery and can afford that McLaren, I would not even consider another dealership. I have never, ever experienced that level of customer service.
Except, hopefully, in my own office, which I will be looking at with new eyes, I can tell you that!
In Ebay parlance.....
A+++++ Would definitely buy from again!
Linear Mode
