chocchick Posted October 15, 2006 Share Posted October 15, 2006 May have mentioned, I've bought a car from a Barnsley branch of Toyota. Am I in the wrong here...? Sorry, bit of a rant I booked a 2 day test drive of the new Yaris in the Sheffield branch this weekend, and aranged to meet "Mike" at 12 over the phone. We waited 1 1/4 hours being told he would be there. We kept having to ask as we were just waiting. The car then went out on a test drive. They had to photocopy our driving licenses again as they messed it up the first time. At 13.15 we then saw a replacement person as Mike never showed and was apparently "with customers." The other guy never introduced himself, gave a throwaway apology and answered his mobile over something about fog lights mid way through dealing with us. They never asked what cars I was interested in at any point, when I booked I said I was actually interested in a second hand car, the 2 day test drive is with the new model only I found out. OH asked about the prios after about an hour, and after a few attempts to get someone to emerge from the offices where the salespeople live he answered questions, didn't volunteer information then walked off in the middle and never came back. We had a very nice chat with a customer who owns a prios who did a very good job of selling it to us. I found my car before I went to Sheffield yesterday on the Internet and after driving a short while thought we could drive from the farm shop onto Barnsley to look. The Barnsley guy was fine although some bartering went on as the car was not exactly as on the website and I said I should get a new CD player for half price and have the car delivered to Sheffield. We returned the car today and met the elusive Mike. He asked why we didn't buy from Sheffield and we said because of the terrible service we had had the day before. He apologised, then had the cheek to be really unpleasant about why we didn't look at their cars, I learnt they could have driven it over, and he made me feel really bad. Me and OH were that he could not even bother to meet us, we had shocking service, then they had a go at ME for not looking at their cars in Sheffield. We pointed out they had lost out on both a yaris and a Prios and spoke to their manager. We met him and he came across as young inexperienced, and not very assertive (not surprising really). Apparently buying a car has to be under their conditions. If you are waiting in the salesroom for another reason you are not interested so the salesman won't bother trying to sell your OH a car. It is reasonable for the salesman to be upset if you do what I did apparently. Bad service does not justify the customer using another branch and cutting them out. If you have arranged an appointment with someone and they don't even bother to show despite being on the premises you have an unwritten agreement you will buy from Sheffield rather than another dealer. We explained that what they did lost the sales of £26k worth of car in one weekend, and that OH's colleague would have sacked a salesforce that acted like that. Still feel and Debating whether to collect my car from the Barnsley salesperson in Sheffield as arranged, or go to Barnsley (don't know roads) as Sheffield are Quote Link to comment Share on other sites More sharing options...
ubereglu Posted October 15, 2006 Share Posted October 15, 2006 That is really, really, really bad salesperson. Quote Link to comment Share on other sites More sharing options...
theherd123 Posted October 15, 2006 Share Posted October 15, 2006 Unfortunately nothing shocks me anymore with the customer service we get in this country - its disgusting. "Ooops, word censored!"ody cares these days as long as they get paid for the job they do they dont seem to care about the customer. Whatever happened to 'service with a smile'? Having dealt with a wide ranging of different people & companies while we have been doing our house up, i cant honestly think of one who has given good service or delivered on their promises. Quote Link to comment Share on other sites More sharing options...
Guest Posted October 15, 2006 Share Posted October 15, 2006 Chocchick, I am shocked! I have bought two second-hand cars from Toyota garages and have been treated so well I'm tempted to buy a car every week! I'm even treated well when I take the car in for a service. My local Toyota provides comfy chairs with coffee tables, coffee and tea, internet, a PS2 and a children's video corner with beanbags. They employ 'attractive girls' as meet and greet people who see to your every need and aren't there for any other purpose. I feel like I'm in Harrods - only they don't look down snooty noses at me. I am so impressed with the effort they put into customer service, that I find it difficult to believe it's not the same everywhere. I will praise them even more highly in future. I am so sorry you have been treated so poorly. I suggest you write and complain, setting out your version of events and why you feel aggrieved. Quote Link to comment Share on other sites More sharing options...
chocchick Posted October 15, 2006 Author Share Posted October 15, 2006 Do you think we should complain further? We complained to the sales manager. I posted on the Sheffield forum (local quite large forum). The meet and greet lady was lovely and we sat on the colourful Toyota chairs had refreshments, played games, went on the Toyota website. Over an hour is a long time though. In fact we spent more time talking to her than anyone else I know they were busy, but why make the appointment if he couldn't do it, and why not hand me over to a colleague and speak to 2 minutes to me? In Barnsley it's been OK so far-I will be going there for servicing Quote Link to comment Share on other sites More sharing options...
ubereglu Posted October 15, 2006 Share Posted October 15, 2006 It's always worth doing that. Quote Link to comment Share on other sites More sharing options...
Guest Posted October 15, 2006 Share Posted October 15, 2006 Do you think we should complain further? We complained to the sales manager. I posted on the Sheffield forum (local quite large forum). The meet and greet lady was lovely and we sat on the colourful Toyota chairs had refreshments, played games, went on the Toyota website. Over an hour is a long time though. In fact we spent more time talking to her than anyone else I know they were busy, but why make the appointment if he couldn't do it, and why not hand me over to a colleague and speak to 2 minutes to me? In Barnsley it's been OK so far-I will be going there for servicing I think you have a very fair point. They made the appointment and then didn't even apologise for not keeping it. It is the salesman who is at fault. I would be inclined to write to the Sales Manager complimenting everything which was good and then say how this salesman let the side down in such a big way that you now feel disinclined to visit them again. Tell him/her all your grievances in such a way that they are indisputable. Since you're not asking for anything, I would finish by saying that you are sure the company would want to know about such bad practice so that it can rectify the problems and make sure it doesn't happen again. I think it's worth writing, but there again, you might prefer to just walk away and leave it. It's not your problem! At least you have a lovely car. Enjoy it! Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted October 16, 2006 Share Posted October 16, 2006 I'm really surprised Chocchic. We have had several cars from them and have always been pleased with the service. Write to the MD and to Toyota head office. They are hard taskmasters and remove the franchise if they get a large no of complaints. Quote Link to comment Share on other sites More sharing options...
chocchick Posted October 16, 2006 Author Share Posted October 16, 2006 It was Pentagon in Hillsborough Eglutine, same franchise there are at least 2. Ginette we kind of ranted at the manager already so maybe a polite letter is out of the question now If I don't just leave it, (life is too short) we could write to someone higher up as the manager we talked to seemed quite young and inexperienced and I don't know if he's done anything or not Quote Link to comment Share on other sites More sharing options...
Guest Posted October 16, 2006 Share Posted October 16, 2006 You got shoddy treatment and they lost out on a sale, so it's their hard luck. Is there any point in complaining further? I've been looking for a Honda FR-V these past few weeks. The local Honda dealership were arrogant and not interested in doing a deal on anything. Even told me that I could go the length of the country and every other Honda dealership would be the same - "they just don't do deals, it's the list price or nothing", or a highly inflated "used" price. I had to do a round-trip of 200 miles, but I found a superb, friendly, Honda dealer who was willing to do a deal on prices. A test drive was no problem - he just gave me the keys and off I went all by myself! If you don't get the service you want, vote with your feet (or your tyres). Quote Link to comment Share on other sites More sharing options...
Guest Posted October 16, 2006 Share Posted October 16, 2006 They employ 'attractive girls' as meet and greet people who see to your every need and aren't there for any other purpose. just out of interest, Ginette... where is this garage?? I might book a test drive.. Phil Quote Link to comment Share on other sites More sharing options...
Egluntyne Posted October 16, 2006 Share Posted October 16, 2006 Pentagon at Hillsborough is the garage I have used for my last 3 cars. I think the MD would be really interested to hear from you. I would write, copy it to Toyota, and let him know the name of the people involved, and the fact that a sale has been lost. I do know that the garage is under new ownership, and that they are as keen as mustard buildthe business up, and clearly they have fallen down badly with you. Will try to find out the name of the MD and will PM it to you. Quote Link to comment Share on other sites More sharing options...
Guest Posted October 16, 2006 Share Posted October 16, 2006 They employ 'attractive girls' as meet and greet people who see to your every need and aren't there for any other purpose. just out of interest, Ginette... where is this garage?? I might book a test drive.. Phil Phil! I am not going to assist you in your transgressions! Quote Link to comment Share on other sites More sharing options...
Ms Cluck Posted October 16, 2006 Share Posted October 16, 2006 hi We had a similar experience when we bought our first TVR. The salesman treated us as if we couldnt afford one, we bought one from another garage and then went back to the first. The salesman remembered us and said 'oh yr back looking again then'' to which we replied no just looking to see your colour combinations - we bought one from elsewhere. His face was a picture on the subject of complaning - i know its different but i had trouble with a tumble dryer - service and their consumer dept was attrocious so in a mad fit I emailed the world and his wife who was listed on their company website all round the world, from the USA to Europe and surprise two days later i got a brand new machine. I would say go for it - you have nothing to loose Lyn Quote Link to comment Share on other sites More sharing options...
One Man Banned Posted October 17, 2006 Share Posted October 17, 2006 Choccy - sounds like you had an awful time We experienced very poor service when looking for a new caravan. Called to Golden Castle Caravans (also own Mcintyre Caravans who are two minutes away) as they have a much bigger range. Walked into the lair where the salesmen lurk and proceeded to browse the vans on offer. Saw a salesman and was about to ask him if he had any vans meeting our requirements and was met with "Are you looking, you probably won't find anything you want here" I could have punched him! I don't know if it was because Joe and I were together and looking but we since found the exact van we wanted - and drove all the way to Oxford to get it! My job is in the customer service industry and I will not accept shoddy service - I know all the ways in which to manipulate situations accordingly when dealing with problems and issues - so reverse tack and use them when I want to get something when negotiating! Quote Link to comment Share on other sites More sharing options...
Guest Posted October 18, 2006 Share Posted October 18, 2006 'you probably won't find anything you want here' I am surprised that any salesperson would use a line like that! A sales person is supposed to be skilled enough to sell you something, even if you don't want it! What happened to 'This is good because . . .'; 'in this you can . . .' etc. ? It looks to me like they might have been a bit phobic, but really, since salespeople are on commission, why do they care who they sell stuff to? I get really wound up by people who can't do their jobs properly. Quote Link to comment Share on other sites More sharing options...
One Man Banned Posted October 18, 2006 Share Posted October 18, 2006 I can only imagine what they thought we must have been looking for! Bigoted small minded pea brained fools! Like I say - I haven't been back to them since and doubt I will! Quote Link to comment Share on other sites More sharing options...
Guest Posted October 18, 2006 Share Posted October 18, 2006 Bigoted small minded pea brained fools! Try not to be so restrained Andrew! That's so polite, but to the point and probably true! Quote Link to comment Share on other sites More sharing options...
One Man Banned Posted October 18, 2006 Share Posted October 18, 2006 I was trying to be very polite - it's the thread about swearing has made me make a conscious effort to STOP swearing! Quote Link to comment Share on other sites More sharing options...
chocchick Posted October 18, 2006 Author Share Posted October 18, 2006 'you probably won't find anything you want here' It's just like in Pretty Woman (Paradied in Extras recently) when the snooty lady won't serve her Seriously though, that's pretty bad Quote Link to comment Share on other sites More sharing options...
One Man Banned Posted October 18, 2006 Share Posted October 18, 2006 I just don't think that Gloucester is really the "right" place for a couple of poofs! (Please Mod if ness)!! Now had it been Brighton....... well that's another thing! Oh to move to the countryside and not have to see many people ever! (other than a load of nutters I have become seriously attached to this last 6 months since I got my chickens!) A xx Quote Link to comment Share on other sites More sharing options...
Louise Posted October 18, 2006 Share Posted October 18, 2006 I am going on diversity training tomorrow Andrew and when they get to that bit about what you can't call people I am really going to chuckle now Quote Link to comment Share on other sites More sharing options...
Guest Posted October 18, 2006 Share Posted October 18, 2006 I just don't think that Gloucester is really the "right" place for a couple of poofs! ..and the piano?? Phil Quote Link to comment Share on other sites More sharing options...
chelsea Posted October 19, 2006 Share Posted October 19, 2006 I HATE bad customer service! We are the customers - they should be treating you like royalty to buy their products - not be rude and nasty! Ive worked in customer service for an airline for 8 years (its a horrible job with some very nasty customers and I suffer abuse on a daily basis) but I have to bite my lip. smile and deliver impeccable customer service. I treat the customers how I would like to be treated. We had an experience with a LandRover garage 4 years ago - we were ready to buy a new freelander and walked into a dealership - there were NO other customers and I was in jeans and t-shirt and hubby was in jeans and his Chelsea FC football shirt...we waited in the foyer for a sales person to come....(they were all in their glass lined surrounding offices - so could clearly see us waiting) and we waited and waited...not 1 person came out to assist us... after about 15 minutes of waiting.. we said rather loudly so they could hear "*** this" and walked out. We went to another dealership and bought our car, I think it was definetly the football shirt that put them off us - thinking that we couldnt afford the car!! ANYONE that experiences bad customer service...COMPLAIN ! and take your hard earned pennies elsewhere! Quote Link to comment Share on other sites More sharing options...
