Different world for a customer now a days for sure. But like i said previously (comment above) freebies had nothing to do with it, was more of a first impression. Problem was horrible customer service after the deal was done, terrible communication on their part, which I'm still dealing with to this day. Costing me countless 2 hr trips to dealership, many days off of work, my uncompensated fuel, time, money, warranty km. All to sort something within THEIR convenience.

 

It's tough to give opinions when it's all pretty vague. You couldn't straighten it out over the phone? They may be horrible, as a businessman for 34 years I can say communication is critical in customer relations. The professional folks know how to talk to people, the unprofessional ones ...not so much.

 

Just curious: why are you going to the dealer for anything ? I mean; you bought a used 3year old truck from a dealer that is long distance away AND you had a bad customer service experience….. why give them any more time and business ?

 

I'm more so looking for people's opinions on their experience at the dealer, and after the sale. Was it pleasant? Did they keep their word, did they contact you afterwards, how is your experience with the service dept.
And yes communication is integral in any customer relation. I wish it was as easy as a phone call, communication is part of the problem. There have been many phone calls, on my lunch break, after work, Countless emails, half the time i have been sent directly to service managers voice-mail. (Talked to him in person as well, didn't give me time of day) And as i was saying before a ridiculous amount of trips to the dealer.(120km drive for me) Nobody there is on the same page when I talk to them, they don't seem to communicate with eachother, probably where some of my problem is coming from.
At the end of the day, first impression was horrible, and experience after has been horrible. From what I've heard getting a new vehicle should be a fairly pleasant experience. I never felt that once, second the papers were signed it was okay go sit in the corner, on to the next one. After I took the truck is when it got even worse.

 

After the deal was done on my current truck I said I would never go back to that place (said to myself).

However, if they are the only place that has the vehicle I want, I would consider it and now I know some of the shortcomings from my first experience. I'd make sure to explain what I want out of this experience. Not a demand of "give me what I want' but rather I know how to work with the dealership. If some of what I did not like is just their business practice, then I would not go any further.
For example, I'd been waiting and waiting and waiting to find out how we are doing on the offers we were going back and forth with. I was finally called in, could have been 30 minutes later, it was definitely not a 15 minute wait!
When I was called into the room they had finance papers ready for me to sign. I never once agreed to anything yet they had a loan doc prepared.
I had them rewrite it because it wasn't a term I wanted (they extended it too many years a courtesy I guess). If I end up at their lot again, they will know in advance that nothing goes on behind the scenes without me being present. If they say "Oh, we always make it easy on the customer by not having have to deal with us while sorting things out" then I'd say "Okay, I'm going to go ahead and head home then".

I worked with 4 sales people that day during 2 test drives because they were really busy. One of the sales kids was new and pretty young. I asked "how much room do we have to work on this particualr truck". His response was literally "the price on the windshield is what we're hoping to sell it for". This was pre-covid, etc. I was on the way out the door when the final salesman approached me. We worked for a while and came to an agreement.
Even after the sale I got some run around but I stayed after them. I had a loan payment due in 7 days and my bank had no idea who I was! Ended up the dealership and the bank discussed it that day (after my 3rd call) and I was finally a human with a loan!

Not the best experience, as a matter of fact it was the 2nd worst I've had purchasing a vehicle. Again, if they have a vehicle I want, I will work with them to see if they can change my mind of the first experience. At the end of the day, I want to give away a certain amount of money in exchange for something I asked for.

A coworker and I have both had knee surgeries. He told me one of the doctors was a really good surgeon but has less than great bed-side manner and I should stay way. I looked it it like, I'd rather he fixes my knee the best as possible instead of having great bedside manner. Your personality can suck but it's more acceptable if you know how to cut. The good bedside doctor could do a better job of talking to me about a botched job though. haha

 

Bought the truck there about 1 month before I moved. Since that's the dealer I'm a purchasing customer at, it's the only dealer that can provide me with a loaner vehicle while they do warranty work.

 

Are you sure? The loaner vehicle is the dealer's choice, nothing to do with where you purchased. You should have moved on to a better dealership already. They are independent, they're not all the same, even though they all sell Fords.

 

This, find another dealer and build a relationship with them

 

Really? I thought I was sure lol that's what they have been telling me. I also called the dealership close to home and they confirmed. I will have to try calling around again to see if we can make something work. I'd love to make the switch to the one closer to home for many reasons

 

Did you read the terms of your extended warranty before purchasing it ?