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I don't expect to gain anything which is why I haven't written to them even though I have the contact information. The only reason I'm considering it is so that they know that they're selling cars that have had numerous problems. That was also the reason why I called my dealer in the first place - so that they would know - not so that they would throw free stuff at me. (The only reason I accepted the things that I did was because it was stuff that I was contemplating buying anyway.)
Voodoo, you are looking at it all wrong. the issues if they were fixed in a timely manner and you were treated professionally by the dealer, you would be shouting to the seven winds that smarts are the best thing since sliced bread.

I see your frustration with the car is derived from HOW the dealer dealt with you "So what is the problem...." they should have never said that to you. that comment was condescending and literally said " look kid, it aint my problem. Here have a coffee mug and shut up" I know they would not have said that to someone older or perhaps a little more experienced in dealing with the service centers of dealerships. Not your fault. just a shame you are learning about the reality behind the car....
DO contact the person I gave you to contact. it is important for you to have a positive resolve to your issues and to point out a serious lag in service that smart has at the MB dealerships.
 

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Make a point of talking to the Service Manager or the General Manager to make sure things are fixed to your satisfaction.

There is also a fellow named Dave at SmartUSA who answers his own phone and has been known to light a fire under service departments that can't seem to get it right. I know this from first hand experience...
 

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powerofvoodoo,

Your problems could be worse. Believe me I know... Sent you a PM with my story. Send an Email to Dave S. and let him decide what to do about it. He is a great person and will take care of buisness. I have a good hour drive each way to get to the local (?) dealer but they are fantastic and will go over the problem and find a solutuion. 3 hour drive is a long way to drive with the same problem.
 

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I also have had serious problems, not so much with the car as the dealership. It is a 300 mile round trip for me to make a trip to the dealer, and for one repair I have had to drive up there nine times....and they continue to do more damage to my car each time, requiring me to make yet another trip up there. I am waiting to see how this all ends before I do the write up for the site, but I too was passionate about getting a smart....I am now frustrated and angry, and I have not even been coming here since this all started last February. It is still not resolved, and smart USA has been of no help. I feel abused by the dealership and it is really turning me against the car. Once this is all resovled....how much longer will it take??....I don't know....when will I have the courage to take a day off from work...again....to go to the dealer...I don't know....
Once this is all over though, if ever, I will give you all the full story. I was so excited about getting this car....and the poor dealer support and their abuse (destruction) of my car has destroyed my positive opinion of smart.
 

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For one issue, a dealer typically has three chances to get things repaired. If they can't manage it within that time (at least if it's a major issue) lemon laws can apply. Research the Arizona Lemon Laws and you might find the leverage to get the dealership to finally make things right or provide you with a new car.

If it's an issue of 9 different repairs because they mess something else up each visit, it wouldn't apply. But one single problem, they only have a few tries to get it right. If it were something like "my glovebox doesn't lock" I wouldn't see the lemon laws as applying but I'd recommend you research it and figure out your options.
 

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Well, I've read the whole thread and I don't think Voodoo is a whiner. I agree that the problem isn't just the smart (they do have their little idiosyncracies) but how the dealer is handling it.

A competent dealer should see the problem through, fix the problem with whatever means necessary and make sure the problem is fixed (not just trying to get you to shut up). Problems like these do sully a new-car experience, but they don't have to best you.

My 2002 Honda Civic Si was fine, but the stock Recaro seats got ripped off in the first 2-weeks, and that resulted in about 5000 in damage which i had to claim on insurance. After that, I was driving around a new car that had already been seriously violated even though it was repaired. My Honda 2005 Civic Si had all kinds of issues relating to the door seal, which took several attempts to fix.

Ok sure, the 2002 Civic's issues weren't related to a dealer or the car, but the theft was a result of the car being so new and unique, and having nice seats...it attracted the wrong kind of attention and was vulnerable being outside in North Hollywood.

What I recommend is escalation at your dealership. Find a way to light a fire under their collective arses, whether that means a call to Dave. S. or something else. You need to put the fear of something into them and make them step-up. It sounds like the dealers aren't wanting to deal with you, but with the short warranties on the smarts it's even more important they get it right in a timely manner.

When you make your complaint to some kind of management above the dealer level, be sure to let them know just how much trouble you've been through....I am sure they will set this right (after all, you're a walking negative ad-campaign until they do). You might even want to mention that you're discussing this on SCOA. ;)

I've used the 'forum threat' against dealers before when they tried to rip me off (motorcycles) because I tend to talk about dealers who mis-treat me, and rave about those who do well by me.
 

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Discussion Starter #48
A short update:
I decided after making this post that when I got my promised hat and jacket, as long as nothing else went wrong, I'd forget everything that happened. I was promised the items on the 17th of August. I still haven't received them. I called the General Manager of Smart Center Alexandria and spoke to him about my problems. While he acknowledged that I should not be having these problems, he basically said that it's smart's problem, not the dealership's problem and asked what he wanted me to do. He also told me that I should bring it to their dealership to get it looked at (even though I'm no longer having problems). At that point, I told him I'll be contacting Dave S. He said that was my prerogative and also gave me the Regional Manager's e-mail address. I'll be contacting both of them, mostly over my dissatisfaction with the dealer representing smart then saying that it's smart's problem, not theirs.
I have not had anymore problems with my car.
 

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Your dealer is your local smart representitive. They should be taking the time to make things right for you with smart USA. It is not your job. But since they have not done their job I guess you need to do it.

Them saying its not our problem it's smart problem is wrong and in many other industries will get that product pulled from your line.
The customer should never have to deal the Manufacturer if they have a local rep, in this case the dealer.
 

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Regardless of whether it's the problem of the manufacturer, the distributor, or the dealer, when you're promised something by someone and they choose to just ignore that promise, that's a huge black mark against them. Not only dismissive of customers but happy to ignore their commitments.

Shame, Smart Center Alexandria !!!
 

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After occasional reports like this from our Canadian smart community since 2004, I was interested when we heard smart was coming to the US. My comment at that time was, "This will be fun to watch - the Americans are not as passive as we Canadians and won't put up with shabby treatment like this! They are way more litigious too."

Still watching to see if you guys will band together to find a collective remedy...
 
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