- Oct 30, 2018
- Reaction score
I'll see you your shoddy car dealer story and raise you this.My girlfriend and I were kept waiting for nearly an hour for an appointment when we were buying a car last year (pre Covid) we ended up walking out and buying a car elsewhere.
Good service matters.
While staying with my parents last autumn, my wife and I took the opportunity to drive out to a Porsche dealer near their home specifically for a test drive (test drives at London dealerships are largely a waste of time unless you just want to get an idea of what the car is like while sitting in traffic).
So it's during Covid and by appointment only, and we arrive early. The sales rep with whom we have the appointment is tied up with another customer, so we wait. And wait. Eventually, a different rep comes with the paperwork and to take our drivers licences, proof of address etc (they keep these for the duration of the test drive).
Off we go on the test drive. We get back and the rep is still with the same customer (I really hope he closed that sale). We hang around, chat to some of the other reps. They are all polite and helpful, but it is obvious that no one wants to take responsibility for us. Eventually, after another hour or so, our rep becomes available and we have time for a 30 minute discussion before the dealership closes.
The next day he calls to let me know that we had left without our drivers licences etc. I'm a bit pissed off, partly at myself for forgetting such an important thing, but more at the rep/dealer as it was primarily their responsibility to give these back to us and the disorganisation around the appointment was a clear factor in their failure to do so. But it's easily rectified and, to save us (or the rep) a 90 minute round trip, I agree that the rep can send them by recorded delivery.
I wait. And wait. And begin to get worried at their failure to arrive. I try multiple times to get hold of the rep to find out whether/when they have been sent, ask for tracking details. He doesn't bother to return my calls and simply responds with an email saying, yes we sent them and yes we know they have arrived with you because the tracking shows they have been signed for. When I finally do manage to speak to him (after about a week of trying) I demand that he give me the tracking details. With these, and a bit of detective work (and a lot of luck) I finally track the package down to a the house of an absent neighbour, where it had been correctly delivered, since the rep had put the wrong address on it (despite our address being printed on every piece of documentation including our drivers licences)!
Now bearing in mind that the package contained enough documentation to commit comprehensive identity fraud against us, you can understand that by now I am going absolutely radio fucking rental (and kicking myself for not driving back to collect them).
I made a complaint to the dealership manager. He simply delegated down to his sales manager, who simply sent me an email inviting me to call her if I wanted to discuss the matter further. No apology, far less an acknowledgment of the gravity or potential consequences of their series of mistakes and god-awful customer service.
At this point I gave up. The experience won't influence my decision on whether to buy a Porsche for my next car, but it won't be from that dealer. Similarly to some of the other stories here, I guess a bad experience from an AD or dealer puts you off that person/store, but is less likely to put you off the brand.
(Of course, if I do buy the car, I will get in touch with the manager and sales manager of that dealer afterwards to let them know the details of the sale and where I bought it from, as a Parthian fuck-you-right-back.)