Auction Scans/Descriptions Expectation vs Reality

[Peter_Spaeth]

There can't be many lines of business where there is so little incentive to provide great customer service. Imagine calling a car dealer with questions about a new model and being told to go read the company's manual. But it seems like here, people know the stuff will sell anyway.

[raulus]

Originally Posted by Peter_Spaeth

There can't be many lines of business where there is so little incentive to provide great customer service. Imagine calling a car dealer with questions about a new model and being told to go read the company's manual. But it seems like here, people know the stuff will sell anyway.

Funny you should mention car dealers. My experience has been that I usually know more than the sales agent, and will have to correct their misconceptions about details of the cars. Plus they’ve been incredibly slow to actually help me, sometimes wasting hours of my time just ignoring me while I was trying to close a deal. And on one occasion, I had one rep accuse me of not caring about my car because I declined to buy their silly extended warranty and service plan. Needless to say, when I got the survey asking about my experience, I let them have it. And they responded and were very contrite.

I suspect the biggest issue for them is they have a lot of turnover, and a lot of different models, so the salespeople struggle to keep up with the details. As to why they ignored me for so long, I suspect sometimes it was a negotiating tactic, and sometimes they just couldn’t find someone who actually had the answer to my question.

So they may not be the best counterpoint and example of stellar service and attention to the customer, at least in my experience.

[Peter_Spaeth]

Originally Posted by raulus

Funny you should mention car dealers. My experience has been that I usually know more than the sales agent, and will have to correct their misconceptions about details of the cars. Plus they’ve been incredibly slow to actually help me, sometimes wasting hours of my time just ignoring me while I was trying to close a deal. And on one occasion, I had one rep accuse me of not caring about my car because I declined to buy their silly extended warranty and service plan. Needless to say, when I got the survey asking about my experience, I let them have it. And they responded and were very contrite.

I suspect the biggest issue for them is they have a lot of turnover, and a lot of different models, so the salespeople struggle to keep up with the details. As to why they ignored me for so long, I suspect sometimes it was a negotiating tactic, and sometimes they just couldn’t find someone who actually had the answer to my question.

So they may not be the best counterpoint and example of stellar service and attention to the customer, at least in my experience.

I must have a good car dealer, they're always responsive.

[MikeGarcia]

.." I am pretty cynical and snarky by nature but overall I enjoy this thing of ours a lot "

.Ese ' cosa nostra ' is a copyrighted trademark , owned by several famiglia located in Palermo.

Luca Brazzi sleeps with the fishes. Have someone else start your car for a cuppla days , eh .

[raulus]

Originally Posted by Peter_Spaeth

I must have a good car dealer, they're always responsive.

Could also just be small sample size. I’ve purchased a grand total of 3 new cars in my lifetime, and worked with 5 dealerships on those purchases. 2 of them were semi-okay and mostly responsive. The other 3 were great examples of how not to treat your customers.

[Fred]

Originally Posted by raulus

Funny you should mention car dealers. My experience has been that I usually know more than the sales agent, and will have to correct their misconceptions about details of the cars. Plus they’ve been incredibly slow to actually help me, sometimes wasting hours of my time just ignoring me while I was trying to close a deal. And on one occasion, I had one rep accuse me of not caring about my car because I declined to buy their silly extended warranty and service plan. Needless to say, when I got the survey asking about my experience, I let them have it. And they responded and were very contrite.

I suspect the biggest issue for them is they have a lot of turnover, and a lot of different models, so the salespeople struggle to keep up with the details. As to why they ignored me for so long, I suspect sometimes it was a negotiating tactic, and sometimes they just couldn’t find someone who actually had the answer to my question.

So they may not be the best counterpoint and example of stellar service and attention to the customer, at least in my experience.

I'd have told the sales person that perhaps I don't need the car if he feels it's going to crap out and require an extended warranty and service plan.

There have been a few times when the picture in the item description didn't match the card(s) received because of scanning manipulation or just poor scanning. After those incidents, I was just very hesitant to bid in those auctions. Only once did I return a card because it was creased and the item description didn't mention it (it was a raw card). The AH took the card back and sold it in the next auction (with a better description and picture of the card).