smartUSA customer service, by Franz Kafka

[jwight]

Not sure if we have the only "previously owned" smart here or not; certainly one of the first. Like all good citizens, I read the operator's manual cover to cover and discovered, on Page 20, guidance concerning change of address or ownership. So, I'm attempting to follow that guidance.

To report change of ownership, call smart USA at 1-800-FORSMART (367-7627); go ahead, call it - free of charge and you'll get a laugh.

So, I then called 1-800-SMARTUSA; told them I wanted to notify them of a change in ownership per the OM. They asked for the dealer where the car was originally sold; told them smart center Bedford. OK, they said, call that dealer and tell them you now own the car. Great, I said, why would a dealer in Cleveland care that a guy in Dayton has the car; should I call smart center Easton in Columbus? No - call Bedford.

So, I did. Spoke with Mollie; explained I'd bought Cory's car and was reporting the change per smart USA. OK, she said, I'll call you back. She did - the dealership is trying to figure it out now.

Meanwhile, any notifications concerning our VIN will go to the original owner as apparently nobody at smart was expecting changes in ownership this early.
Life is grand!

[JPaul]

Plowing virgin land there, John? Good luck!

[redbluff]

Originally Posted by jwight

Not sure if we have the only "previously owned" smart here or not; certainly one of the first. Like all good citizens, I read the operator's manual cover to cover and discovered, on Page 20, guidance concerning change of address or ownership. So, I'm attempting to follow that guidance.

To report change of ownership, call smart USA at 1-800-FORSMART (367-7627); go ahead, call it - free of charge and you'll get a laugh.

So, I then called 1-800-SMARTUSA; told them I wanted to notify them of a change in ownership per the OM. They asked for the dealer where the car was originally sold; told them smart center Bedford. OK, they said, call that dealer and tell them you now own the car. Great, I said, why would a dealer in Cleveland care that a guy in Dayton has the car; should I call smart center Easton in Columbus? No - call Bedford.

So, I did. Spoke with Mollie; explained I'd bought Cory's car and was reporting the change per smart USA. OK, she said, I'll call you back. She did - the dealership is trying to figure it out now.

Meanwhile, any notifications concerning our VIN will go to the original owner as apparently nobody at smart was expecting changes in ownership this early.
Life is grand!

I got a letter last week at my home address but addressed to someone else. The letter was from Smart thanking me for the purchase, etc. I called 800 number and said you have the wrong person. I own the car and gave them my name but she no we have that VIN in the name of Bill XXXX. I said Bill did not take the car I did as it was an orphan. Called Keving told him and yep the sysem says Bill owns it but I have it. No way to change it. I am still getting Smart letters with the person name who originally ordered it. I am concerned about the warranty now but there appears to be no fix for it.

[Fredvon4]

Sorry John but I can not help it....

damn it this is more evidence of incompetence!~

how much more of this inept behavior out of Internet Brands and SmartUSA is needed to demonstrate this simple fact


This in even sillier then the DDE telling me on April 11th that my new car is ETA in January 2008 then 3 days later saying they can not predict an ETA because it is in transit to smart-Center Round Rock..... sheesh


Good luck BillXXXX AKA Redbluff with your new car.... at least the mail is going to the right address so you probably will not miss an important message from them

As a parting shot..... I take it back...it does sound like they are using SAP... pity all of us..... I know they (IB) do not have anyone competent to adjust their data base... because the folks who developed SAP can't get it right either!

Quicken books could have done this entire project with ease! Just one of several commercial off the shelf products that could have been used.

[Springlering]

jwight, thanks for the heads up. I hadn't even thought about that! We bought a Smart from a forum member, too. Changing ownership for warranty purposes never even occurred to me.

Since there's a few others in our boat, can you keep posting what you find out, please?

[jwight]

Originally Posted by Springlering

jwight, thanks for the heads up. I hadn't even thought about that! We bought a Smart from a forum member, too. Changing ownership for warranty purposes never even occurred to me.

Since there's a few others in our boat, can you keep posting what you find out, please?

Absolutely - will let you know what/if I find out. Also sent an e-mail to Ken Kettenbeil at smart HQ letting him know the situation and the bad phone # in the Operator's Manual. We'll see what happens.

[sheureka]

Thanks for the warning - I have to do this on Monday. My "preowned" car is being delivered tomorrow and that's one of the many things on my list for that day.

[NY Smartie]

I'm an orphan purchaser also, so, I imagine I may see some mail with the wrong name on it as well. thanks for the heads up!

[msjohnson1974]

I'm going to guess that some of the growing pains smart USA is having are based in the reality that Penske Auto Group has been selling cars for a while and owns many dealerships but has never been the "car company" before. It probably would have been best if MBUSA took the task of distributor similar to BMW with the Mini. All of the support for minor details would have already been in place.

[factor9]

Originally Posted by sheureka

Thanks for the warning - I have to do this on Monday. My "preowned" car is being delivered tomorrow and that's one of the many things on my list for that day.

Sheureka - First of all, good luck with your new smart! I just picked up ours last night and it was everything I hoped for - and even more. Now, regarding warranty transfers, all I would add is to suggest you go over any and all warranities and protection plans that the previous owner may have taken at the time of purchase. Most of these warranties and plans are completely transferable, e.g., tire protection, extended warranty, etc. Have a good weekend driving around in your new car!