Dealer What is up with Dealers?

[spanky8N]

That is exactly my thought. If you have to beg a dealer to sell you a machine what would you have to do if an issue came up post sale?
Dan

 

[spanky8N]

I've walked out of my local JD dealership TWICE because I couldn't get a sales person to talk to me, and both times I walked in with a checkbook in hand ready to buy a tractor. Some dealerships just don't get it. Period

I agree. After two ignored calls I went to the local dealer and again had the same expierence. I could not get anyone to look at me let alone help me. Three strikes and your out...I too had checkbook in hand.
Dan

 

[DUMBDOG]

When backhoe shopping a couple of years ago, I went to the local dealer who sold excavators and bobcats that are manufactured locally. They had a couple of used rental excavators at the end of season that they were selling. Despite two phone calls and two personal visits to the dealership, I could not get a price from them. The information they gave me was sort of vague and not definitive. They deal with a lot of contractors and I guess I am not a contractor. If that would make any difference.

After the lack of price I continued shopping and spent more money on a used John Deere 510D, which is twice the machine as the ones that I was looking at.

Having been in whole good sales in the past, I know that it is possible to miss a call or two. But I do not know how you can miss two calls to the same person, unless it is there policy not to price over the phone, then they should tell you that.

 

[Bob_Skurka]

You mean a competing dealer wouldn't use covert means to price check his competition?

Sure they would, but so what, that is part of the game, get over it. There a lots of legitimate buyers who use the phone too

Out of 40 to 60 calls a week mabye one will actually show up ... these guys do not have the time and energy to return EVERY quote call

The last 7 or 8 cars I've bought were bought (from 3 different dealers)over the phone or the internet without ever setting foot on the dealers lot. I've also purchased a few small tractors with just a phone call. I regularly purchase heavy trucks over the phone/internet too. Never been to one of the truck dealers I buy from. Never been to the VW dealer I bought my Touareg or Passat from. I've only been to one of the 2 Chrysler dealers I deal with once, and that was to pick up a friend when he had his car serviced.

I shop for my vehicles by phone . Sure, I go to the lot when they are closed to see what I want. Then, I call on the phone and ask price. I don't have the time to go dealer to dealer like in the old days. If I get one that doesn't call me back,I mark them off the list.If that tractor dealer won't call you back then, it's his / her loss. Move on to the next.

Ditto.

Heck if the sales guys won't call back does anyone honestly think the service guys will take care of you either?

I check out my dealers, but after checking them out, if the sales guys won't take care of me then I rule them out. Both of my primary tractor dealers have taken me back to their shops to inspect them and to meet the service manager. I also make sure they have a good parts department with at least one full time parts guy, preferably 2. Why should anyone put up with crummy service during a sale? It probably says alot about what will happen after the sale.

 

[Bedlam]

Well, I personally am impressed with a certain dealer that is almost 90 miles away. I sent out emails asking for a price for a particular item, I included what I wanted for options etc.
I dont believe this is much different than an offer for bids, as the town does.
I then sat back and waited. out of 5 dealers. 4 responded. So i was inpressed with the responces. However, only one stayed with the original options, the others added in a thumb and changed my original request to what they wanted to sell.This really effected the comparision aspect of it.
One dealer really inpressed me, as he took the time to look my number up and call me.(I didnt include my number).The fact that they took the time makes a difference.
As a responce to my comment about them being to large.I have bought several tractors from one dealer, he was average size, but didnt loose sight of the customer.
When I would return for parts he knew just what model I had. That inpressed me. I was always treated well by him.
Then one day they sold out. to a large company. He now works sales for that company. I would prefere to deal with him personally, but when I went there he wasn't aval. and the person who showed me and priced it etc, is the one that didn't return the calls, or emails, or even respond after my second visit.
The dealer thats futher away, assured me that they would transport a tractor for me. .
Its tough when you deal with someone for 20 years, and get lost in the shuffle .
Al

 

[Agro-oti]

There is still one thing that you guys are missing................How do you know for sure that the Sales Person ever recieved the messages in the first place?

 

[Bob_Skurka]

There is still one thing that you guys are missing................How do you know for sure that the Sales Person ever recieved the messages in the first place?

That comment, to me, is a total cop out. Why keep making excuses for poor service? Why the constant defending of mediocraty?

​

The dealer was called. Twice. Messages were left 2 times. 2 times the customer was told there would be a return call. Both times the customer was told that by different people.

If the dealership had quality employees, or even half-arsed employees, then at least 1 of those 2 calls would have gone to the sales person. We don't know where the failure is, perhaps with the people who answered the phone, perhaps with the sales person who just didn't want to call back.

Both problems are indicitive of a poorly run company. Now the question still stands, if the dealership can't bother to return a phone call to sell a tractor, what hope is there that it will properly respond when there is a problem???

 

[MessickFarmEqu]

I LOVE the demotiavators posters! I actually have one of their calendars in my office. The "Apathy" poster is one of my favorites.

 

[TomKioti]

I check out my dealers

Bob,

That's what I'm saying. Go there and check them out. I'm not dissagreeing with you totally. I've stated my reasoning and my process that works for me. So far only one bad dealer out of many good. I think we agree more than disagree Bob. Nobodys advocating bad customer service from a dealer is right OR acceptable. Re-read my posts and tell me what is illogical or wrong about what I'm stating. I'm giving you real life expieriences, not theory, conjecture or warm and fuzzy wish lists about how life should be
in a perfect world. Take it for what it's worth and move on.

I am somewhat suprised that anyone would buy a car or tractor (or any large ticket item) over the internet or phone. IMHO that's not a very wise thing to do but... to each his own. If that works for you so be it. Just not my way of doing business.

I do like your poster Bob.

 

[Bob_Skurka]

Go there and check them out.

We probably agree on more than we disagree. But where we do disagree is on WHEN to check out the dealer. If I don't get a warm an fuzzy on the phone, there is no way I am going there to check them out in person after being mistreated, or underwhelmed on the phone.

Why waste the time & gas of driving over an hour each way if they won't even talk to you on the phone? Remember, indianaEPH wrote in the very first post of this thread:

Normally I would drive to the dealer to talk about the purschase but the closest is about 60 miles away.

Good customer service starts with the first point of contact. If the dealer can't make the effort on the phone then I'm willing to bet that some other dealer will make the effort, will provide a positive response, and will be willing and eager to work out a deal.

I drive past a tractor dealer every day. Same 5 tractors have been on his lot since March of this year. Same 5. Hmmm. That tells me something. Now I've dealt with this dealer for some small engine repairs and I purchased a chipper from him years back. I've been told he is mean, can be rude too. There are 3 other dealers closer to my house represting a half dozen other brands. Why would I deal with this guy? Maybe other people got treated the same? Maybe that is why he STILL has the SAME 5 tractors on his lot?

I LOVE the demotiavators posters! I actually have one of their calendars in my office. The "Apathy" poster is one of my favorites.

You should check out the video podcasts from them! They are great. You can download them free from iTunes. Do an iTunes search for Despair, Inc.