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Last Saturday afternoon my step daughter, after shopping for the lowest price possible, purchased a new $40k Toyota Sierra from an out-of-state dealer that she had never done business with before. She signed all the papers, made a down payment, signed the loan, put on the plates, put in the kids and dog, and drove off the dealer's lot heading home. 5 miles later the dash lights up like a Christmas tree - Brakes, ABS, TCS, etc. She takes it back. They try to fix it, can't (it's Saturday afternoon & the top wrench isn't in), apologize profusely and give her a loaner.
Monday they call her - they can't fix it. They don't know how long it will take to get it right, and they acknowledge to her that she probably has lost confidence in the vehicle at this point. They offer her another vehicle. Same model, same specs, different color, with about $600 more options, but they will give it to her at the same price as the other one. She is leary of the new colors. They offer to bring it to her (80 miles away, different state) at the time of her choosing, bringing all the paperwork including the factory invoice and the sticker and if she likes it she keeps it, and if she doesn't like the colors, then they'll cross that bridge if it happens.
Today, Tuesday, promptly at the appointed hour of 1PM they arrive at her office with the new vehicle. She takes it out, gives it a shake down, is not unhappy with the colors, keeps it. Done. Very happy. It only took 2 business days. No extra money. They came to her. They made the offers. They treated her like a valued customer, not like a sap. They were first class.
This was a dealer action. Toyota was not involved. She didn't have to jump up and down and yell - they simply took care of her. They acknowledged their responsibility to satisfy the customer. They acknowledged that she put out a lot of money, and they failed to deliver what was offered for sale. They made good, quickly. Good business judgement. Excellent ethics.
I'm amazed.
posted by 63.13.13...
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