13 Apr 2004 | Heywood said...

You must have called Sierra Chevrolet in Monrovia, CA!

13 Apr 2004 | Mike said...

Audi of Chicago?

13 Apr 2004 | Jase said...

While we're talking about annoying phone service, how about those phone trees that make you type in your account number/credit card number/etc. over and over -- and then when you finally reach a live person, the representative asks you for that same number all over again.

14 Apr 2004 | Jeremy Keith said...

I think I see the problem: Art Rodriguez doesn't sell cars, he writes for Web-Graphics and runs a web design firm.

14 Apr 2004 | MrAnonymous said...

Jase: I work for one of those compaines. Well, we just ask for an order number. A lot of times, the whole number doesn't get entered, we just get a part of it. Plus, we have to confirm that it's the right one. I personally like to verify by name, rather than have them give me the number again. But I've called my credit card company and gotten the same thing: dial in the number, then give it verbally, then your name and address, blah blah blah. Yeah, it gets annoying. I guess it just gives you something to do while on hold and gives the rep some idea of who's calling.

14 Apr 2004 | Matthew Oliphant said...

Good customer service is (sadly) the responsibility of the customer. :)

14 Apr 2004 | CM Harrington said...

My personal favourite is when they tell you that you can't buy the car you want. The folk at Greenwich Honda [CT, for those interested] did that to me when I decided to purchase my new Accord. I just stood up and said "You're right, I am not going to buy my car from you. Good day!" and promptly left the store. I wound up purchasing my car quite a ways away [over 120 miles] because the sales people were informative and laid back, without being lazy.

Fast forward to the present. I still have exactly what I wanted. The car they said "I couldn't buy".

Ass hats.

14 Apr 2004 | CM Harrington said...

While this post is fairly off-topic, I did want to point out that this is the first time that I've seen Google adverts that are totally out of place on a website. The current two ads are for a .NET editor and an RSS reader -- for a subject about shoddy customer service at a car dealer.

14 Apr 2004 | andrew said...

Jason, don't know what you're shopping for or where, but avoid any and all Lynch dealerships on Irving Park Rd. like the plague.

Worst. Customer Service. EVER.

14 Apr 2004 | but that's just me said...

I think I see the problem: Art Rodriguez doesn't sell cars, he writes for Web-Graphics and runs a web design firm.

As someone who makes a living writing for the web, I can say that Art writes for Web-Graphics very badly. He should consider selling cars.

14 Apr 2004 | initialThought said...

funny, i bought my A4 from him back in '99.

14 Apr 2004 | beto said...

Even worse than customer phone ping-pong is all those automated answering systems that have become so fashionable among practically all companies here: "To speak to our customer agents, press 1. To speak to Credit department, press 2.... to speak to the CEO's dog, press 458...."

14 Apr 2004 | Bob H. said...

I've been to web sites like that conversation!

14 Apr 2004 | Sam Sherwood said...

From personal experience, I've determined that most companies simply don't like money, especially from the younger crowd. You can throw it at them, and they'll toss it right back.

When I was car shopping, I was down to a choice between a new Tiburon or a Mini Cooper, so I scheduled a test drive of both. The guy at the Hyundai dealership went trick-or-treating with his daughter during our appointment. No big deal, however, no one else there would give me a test drive... no offers to even look at the car.

The Mini dealership, on the other hand, let me take a 6-speed out on the highway and drive like a maniac. They kept me up-to-date on what cars were available, and what shipments were coming in. I could go on and on about how well they treat their customers, but you get the idea. I never felt pressured, but I never felt unwanted, either.

I've had this same problem with large suppliers when trying to order customized packaging. Even getting quotes was akin to pulling teeth.

14 Apr 2004 | waylman said...

Consider what could have happened on their end (this is only speculation based upon observations in my places of employment):

The reciptionist puts you on hold not realizing Art will not be available for a while - maybe he snuck out the back to take a customer for a test drive or is ignoring the phone because he is finalizing a deal (Hey, that is a sure sell - you may not be).
Two minutes and many phone calls later see notes you are still on hold but is no longer sure which call you where. being the helpful receptionist that she is, she picks up the line to check your situation out (intending to find why Art has not picked up once you remind her you are holding for him) but as she does so, 3 other lines ring at almost the same instant. She fumbles with the phone trying to answer all these calls only to send you to Steve in service and the caller who wanted Steve to Art in Sales. (An easy mistake considering the lousy equipment most places use).
John, being the helpful man that he is, forwards you to Art. Problem is, the reciptionist now has no idea who you are (through little fault of her own) and has to guess. Had you identified yourself she may have already found where Art was hiding and connected you two imediately.

Of course, I could be way off base but I have seen very similar things happen in a few different jobs I had/have.

My mother tells the story of how she got fired her first day on the job. As she was not yet trained, she didn't have much to do so she filled in at the switchboard (we are talking 1970's here) while the operator when to lunch (the other one was out sick or something). The operator showed her how to connect calls and left never telling her that she turned the ringer off. As lunch was slow she suggested she read so as not to get board. Therefore, my mother, doing as she was told, never saw the light blinking behind her until the VP came storming down and fired her on the spot (Apparently he was trying to make an important call). Her immediate boss tried to plead her case but the VP would hear non of it. Sad thing is, the real problem was never addressed and could have easily happen again. The VP failed to see that though, nor did he care. And that is the real problem.

I guess the point is: We shouldn't be so quick to judge.

Wow, that sure was long.

14 Apr 2004 | JF said...

I guess the point is: We shouldn't be so quick to judge.

I recognize things can go wrong and people can get confused, I have no problem with that, but that isn't my responsibility as a customer. Someone needs to know what's going on there and take better care of this critical customer interaction (a customer looking for a new car).

15 Apr 2004 | Michael said...

My father has been in the car business for more than 30 years and has a much simpler solution: he uses a cell phone. He gives this number to people when they seem him about buying a car and has it printed on his business card. That way, when people need to speak with him, they'll get him right away. He might be busy with someone at the moment, but I've never known him not to politely return a call soon afterward.

It sounds simple enough, but it really works. I've come in to visit and just been amazed to hear people's reaction to actually getting my Dad on the first or second ring. It blows people away. It shouldn't, but it does.