There are Checks and Balances

raytmercer · 08-28-2008, 09:38 AM

By the DDE, I am within the 90-day window for delivery (Aug 08 - Oct 08), yet can get no information from the logical (distance-wise) delivery dealer. It dawned on me that what if I never heard anything, the car arrived, was listed as an orphan, outfitted with a bunch of high-profit options, and resold. After all, they are car dealers selling a low-margin vehicle; anything is possible.

I called smartUSA and spoke with a very helpful CSR supervisor who explained to me that there were checks and balances in the system to prevent just that. It is part of the cancellation policy. The vehicle does not become an orphan, and cannot be resold, until the order for the vehicle is cancelled. Even after the dealer tells smartUSA that I cancelled (or failed to purchase within the time limits), smartUSA confirms this fact directly with the reservation holder. She said that there had been many concerns over this.

I feel much better now, and can reset my "patience meter".

chieftmc · 08-28-2008, 09:53 AM

If you do a search, this very thing ALREADY happened to someone on the board!

So much for checks and balances

!

**SmartCard** · 08-28-2008, 10:27 AM

...although if its the circumstance I'm thinking of, that person had already purchased an orphan from said dealership prior to the arrival of orginal order, somewhat confusing the matter.

**Dunerunner** · 08-28-2008, 10:41 AM

No confusion, reserved car, special ordered to her specs at configuration...Arrived and sold without notification!!

Oh, I forgot to add...Her smart center apologized and said they would get her a car, two months ago. No car!!

John_H · 08-28-2008, 11:21 PM

I don't care so much about balances, but I think someone owes heather some checks! (heather was our skipped-over reservation-holding orphan-buyer now smartless, right?)

NCC1701 · 08-29-2008, 05:29 AM

After I had been notified my car was available at the dealer, and I had both emailed and telephoned the dealer to confirrm that I wanted to take delivery. I had to wait a week due to work obligations. (The dealer is 300 miles distant).

Talk about illogical, the closest dealer to me is in the port of entry ... but, the car was transported from there to Atlanta. An extra 10 or 20 miles, whY??? The logical dealer isn't necessarily the one you will take delivery from.

I received more than one email, threatening to make the car available to another customer if I did not confirm that I intended to buy it. I called and emailed again. They apologized for the communications breakdown. But, to me, this illustrates that whatever system of checks exists, there can be problems. What would've happened if I'd been on a two week vacation and out of touch?

chieftmc · 08-29-2008, 06:02 AM

Quote:

Originally Posted by NCC1701

....What would've happened if I'd been on a two week vacation and out of touch?

You would have been smartless !

**Suze** · 08-29-2008, 06:20 AM

Heather's story:

Missing Reserved Smart??

Strange indeed. I hope things work out for her.

However, there must be "check and balances" in place or we would have heard dozens or hundreds or stories like Heather's. I think her's is an exception. Even the best processes aren't perfect all the time.

My advice to anyone approaching their 90 day window: Call or go visit your smartcenter and let them know you intend to take delivery. This is probably especially important if you already bought an orphan.

Everybody at my smart center knows me, and knows I'm anxious to take delivery of my car this fall. They would also be happy to help unload my orphan.

Suze

raytmercer · 08-29-2008, 12:10 PM

Today I received two emails. This AM, one to reconfigure my order for a 2009 model (I orginally chose metallic red), saying my dealer would be ATL. This PM, one saying "Unfortunately Mr. Mercer, you have yet to be assigned to a smart center."

I think the system is run by former government employees.

I spoke with the "computer person" in ATL, so at least I have a "voice".