horrible customer service...what should I do

Discussion in 'Teacher Time Out' started by Lindsnh, Jul 24, 2010.

  1. Lindsnh

    Lindsnh Companion

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    Jul 24, 2010

    I bought a new Toyota a month ago. The car comes with three keys, mine only had one b/c they had to get it from another dealership that had the color I wanted. Well my salesman called me and said the other dealership has not sent your extra keys so just come in and we will program new keys for you. I went yesterday afternoon, and went to the service department. The man at the desk was "texting" for at least 20 seconds before even greeting me. Then here is what happened:

    me: I am here to pick up my extra keys

    him: extra keys what do you mean

    me: the person that sold me my car told me to come today and pick them up

    him: (heavy sigh) what is your name?

    me:_______

    him: (throwing things around on a storage shelf) I dont see anything (very rude voice) have you paid for the keys?

    me: no...my car only came with one so my dealer said I do not have to pay.

    him: (yelling) well SOMEBODY HAS TO PAY!! that is between you and him!!

    me: can you page him over here?

    him: no...YOU can walk up there( the front of the dealership which is a good little walk) and get them to do it ( I know he could have done it)

    so I walked to the front

    of course there was no one around to witness this.

    so I did not say anything to anyone while I was there...when I spoke to my dealer he took me to a another person who handled everything very nicely.

    I promise I am not exaggerating:(

    I want to send a letter about this. I got the rude man's name...my question is should I send it to that dealership or to the corp. office? I know they are all about customer service, so I hope this will be looked into.
     
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  3. Joyful!

    Joyful! Habitué

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    Jul 24, 2010

    BOTH, the gm of the dealership and corporate.
     
  4. Proud2BATeacher

    Proud2BATeacher Phenom

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    Jul 24, 2010

    :agreed: Provide the time that you were there and I'm sure they'd be able to figure out who it was.
     
  5. ChristyF

    ChristyF Moderator

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    Jul 24, 2010

    I agree, send it to them both. There's no reason for people to behave like that. Good luck!
     
  6. TeacherNY

    TeacherNY Maven

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    Jul 24, 2010

    BOTH! All the better that you know the guy's name.
     
  7. Lindsnh

    Lindsnh Companion

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    Jul 24, 2010

    Thanks everyone I just typed the letters and will get them in the mail Monday!
     
  8. TeacherApr

    TeacherApr Groupie

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    Jul 24, 2010

    yep, document and send it to both. Let the dealership know that a copy is being sent to corporate. Hopefully they give you a bonus something or other (free oil changes or something) for having to deal with someone like that.
     
  9. giraffe326

    giraffe326 Virtuoso

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    Jul 24, 2010

    Dealership employees are usually not employees of Toyota (or whatever car company we are talking about). Calling corporate (which I am assuming you mean Toyota unless this is a chain of dealerships with the same owner), will probably not get you too far. They will take the complaint, but they will probably not be able to do too much with it.

    Just call the dealership and ask for the general manager or the customer service specialist.
     
  10. Ms. I

    Ms. I Maven

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    Jul 25, 2010

    OMG! :eek: That's outrageous! Now I'm a docile, quiet person, but if someone ever treated me like this, I'd have to speak up for myself & say to the man something to the effect of:

    Are you having a bad day or something? Why are you so short-tempered? I need to speak to someone else because you obviously don't want to help me.

    Oh & he can bet his bottom dollar that I'll send detailed letters &/or emails to EVERYONE (dealership mgmt, higher-ups, corp level, etc.) & state that you're sending copies of the letter to corporate or CC the email to all the others too. I'd also mention that especially in this current economy, I don't think they'd want any cause for an unsatisfied customer.
    I wouldn't care if he got fired due to this...he needs to!

    Keep us posted on what happens.
     
  11. Cerek

    Cerek Aficionado

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    Jul 25, 2010

    I agree with sending a letter to the dealership gm and to Toyota Corp. as well. Toyota may not have any authority over the individual employee, but they can sure jump on the gm or franchise owner's back about this.

    Several years ago, I also received some very rude treatment from a couple of employees at a bank I had used for years. The two employees made me so angry that I went to one of the branch managers to lodge a complaint in person. Within a week, I received a handwritten letter of apology from the regional manager. He apologized for the treatment I had received and assured me both employees had been confronted about their actions.

    Hopefully, you will get the same - or even better - results. :)
     
  12. cid0926

    cid0926 New Member

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    Jul 25, 2010

    Been there.

    Nearly 16 years ago I was at a dealership with my DH and my 1-yo DS. A salesman approached almost before we got out of our own vehicle. My husband politely told him we were just going to look around for a bit, we would let him know if we needed any help. The salesman said if we wanted to look around we should "go to the zoo". He then continued to be pushy. My husband, stopped being polite about this time. When others that were around started looking at us, a manager came out and asked us what was going on, when we told him, and others who had witnessed the conversation backed up our side, the salesman was fired on the spot. Apparently, there is a fine line between being an aggressive salesman and being downright rude.

    There is no excuse for that service person's behavior and frankly, in today's economy, customer service is one of the few standards companies can't claim they can't afford to maintain.
     
  13. czacza

    czacza Multitudinous

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    Jul 25, 2010

    I wouldn't have dealt with it at the time. I would have asked to see the service manager right away. You just spent THOUSANDS of dollars on a car- they should be thankful for your business...you should have been treated much better than that. Call on Monday, talk to your sales person. At the very least you should get some free oil changes, tire rotations out of this AND a big apology.
     
  14. Teaching Grace

    Teaching Grace Connoisseur

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    Jul 25, 2010

    I think you should send it to both! Oh my goodness, that's crazy! Make sure you tell both of them that you have sent it to both of them. You might want to start trying to get something done about it at the dealership level first and then if they don't seem like they are going to do anything, then go to the corporate level. I'm so sorry you experienced something like this!
     
  15. midwestteacher

    midwestteacher Cohort

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    Jul 26, 2010

    You should get a survey in the mail really soon about your buying experience. The corporations are really serious about these things. They want all of them back, and believe me - they look at them. With most corporations, the dealer's bonus and back cash are tied to customer satisfaction. My F-I-L works for a GMC dealership and he said if they have a bad report, they get a call from corporate and it gets nasty. Hopefully, Toyota does the same.

    I wouldn't wait for the survey, I would send a letter to the owner /manager of the dealership and to the corporate office.
     

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