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post #41 of 49 (permalink) Old 12-10-2015, 06:22 PM
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Originally Posted by bpsmart View Post
Bottom line after 8 years in the US as anything improved ?I don't believe smart as a mission and certainly lacks accountability for there loyal customer base.l wish this was not the case because the brand deserves better.
Disagree with you. The warranty period is 4 years and 50,000 miles on all new smart vehicles. I have yet to see any evidence of MB/smart disregarding the warranty. There have been loyalty incentives for years now, in at least some of the major markets there have been incentives dished out at test drive events that previous smart car owners have been invited to, etc.

Do you have a more specific complaint?
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post #42 of 49 (permalink) Old 12-10-2015, 06:58 PM
 
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Originally Posted by bpsmart View Post
Bottom line after 8 years in the US as anything improved ?

We now have a smart that is getting solid reviews...

Doesn't addressing each/every market concern equate to loyalty?

Seems that smart listened well. Maybe its customers are disloyal? Or fickle.
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post #43 of 49 (permalink) Old 12-10-2015, 07:20 PM
 
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My response,is in regard to the smart management organization,and there commitment to the product,and the customer.From top to bottom a lack of enthusiasm for the brand. Walk in to a showroom,where are the products displayed,hidden in a corner, no banners no signs,and lack of brochures, or product accoessories. Find a product specialist, or what happen to the brand manager? The list goes on,and the lack of dealerships, and the dealers that did sell them, no longer do.Where is the team building and a brand mission, I see none of this in the dealerships I visit..The smart car is a great product,for the nich market it serves. I look forward to purchasing new one in the future,but the Customer experience is totally lacking ,and this will
down play the product existence. This whole thing needs a reboot from top to bottom and needs to be world class, to survive in the U.S.A. especially in a MB dealership.This car is the star and needs its own stage. The smart car to day is like a postage stamp,that has value and purpose but is stuck in the back of the drawer,or in this case,back of the store.This is just my 2 cents.

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post #44 of 49 (permalink) Old 12-10-2015, 07:28 PM
 
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bpsmart, your experience sounds unfortunate, but may be limited to your neck of the woods. Hard to say that all smart Centers are badly run based on one Ohio experience. You are correct in your expectation, however, and I hope that changes.
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post #45 of 49 (permalink) Old 12-10-2015, 08:40 PM
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Quote:
Originally Posted by Mister_smart_LA View Post
I have yet to see any evidence of MB/smart disregarding the warranty.
I basically agree with you, but if I were on the other side of the debate I would point out the never-ending issues with the vehicle webpages for the ED and the fact that my 2015 ED has intermittent issues with charging. I've been trying to get MB to address the charging issue for the past 11 months. They're doing a fine job of ignoring me despite the video and oscilloscope screen shots I sent them showing the car misbehaving. Clearly the customer service at MB could be better. Based on my experience, there is no way I'd pay MB prices for a MB car, but for what I paid, I guess I'm reasonably satisfied. I don't think the smart brand will be leaving the US in 2016.
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post #46 of 49 (permalink) Old 12-11-2015, 06:35 AM
 
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Steve,this response is in regards to the big picture.The markets on the east and west coast with dense population,are playing in a different ball park,which the smart is well suited for.The MB wine and cheese crowd is not the same customer base,as the smart car and may be intimidated entering a MB showroom and taking a stroll to the back seat.The smart car is a life style vehicle and should be marketed as such. VW did this with the beetle in the70's and always delivered a message.The lack of promotion of this product will limit the sales.Smart needs to reposition the car and the mission,and create a place in the market,( I have to have one).Bring on the 4 door for a wider appeal to the customer base, they need to be in the game to win it.Until smart and your sales man as made your Chrismas card list the battle is not won.My wife bought a Subaru last year she was so empress with the product and sales experience on her 1 year anniversary she baked cookies and delivered to the dealership.The bench mark has been set and smart has work to do to earn its cookies.
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Last edited by bpsmart; 12-12-2015 at 03:35 AM.
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post #47 of 49 (permalink) Old 12-11-2015, 07:03 AM
 
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I agree with bpsmart. Look at MINI marketing, look at the Kia Soul marketing, my wife loves those little rodents and wants a Kia now . . . a Kia! Smart has the cheapest fun convertible on the market and they need to push that advantage.

As for VW, they need to bring over a great inexpensive car like the VW Beetle was back in the day to help rebuild their reputation with a new market. VW gave up on the cheap car for the USA when they let the VW Fox go in the 1990s.
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post #48 of 49 (permalink) Old 12-12-2015, 06:48 AM
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I have to agree with BPsmart, although I've had very good experiences with two smart centers, Clearwater and Knoxville (primarily because of Terri's awesome support). I have to think that Tyson's Corner is alright too, because of Wrumbarger, and Covina, because of Kamaal!
That being said, those good experiences are likely due to the quality and integrity of the people at the centers more than any influence from MBUSA.
. . .or in spite of that influence.
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post #49 of 49 (permalink) Old 12-12-2015, 07:16 AM
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Amen. As with any business, it's the people involved that make it succeed or fail.
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