JAN 19th, 2005
Dear Sources,
I am extremely dissatisfied with my after-sales experiences
with your
dealership. You have given me nothing but headaches and
frustration,
and all of this has been relayed to Chrysler Canada.
Your little receptionist and her "this isn't my fault, I
didn't do this"
attitude needs to go. A customer does not need to hear this by
someone
earning minimum wage, nor does it reflect well on a dealership to
see a
receptionist rolling her eyes as the phone queues pile up with
calls
from unhappy customers. I called earlier today, I can just
imagine her
rolling her eyes like she did to those other customers. I'm
stuck
paying over $570 for the next 5 years and I'm so fed up of your
dealership, I would give you the truck back in a heartbeat and do
business elsewhere. Stephanie, the other receptionist, is
extremely
helpful. Keep her. Give her a raise. Give her a hug for me.
Here's a little summary on my experiences with your dealership
so far.
I'm looking forward to adding to this list, so I can share these
wonderful experiences with everyone else I know. I also hope
that
Chrysler Canada removes that 5 star rating sign over your
dealership
because it's just there for looks.
I live in Laval, useless trips to your dealership are
EXTREMELY
frustrating.
- My truck was delivered without its AM/FM antenna. Useless
trip back
to the dealer #1.
- A $500 deposit was required to sign for the truck, 2 weeks
later, it
still wasn't refunded. Useless trip back to the dealer #2.
- Sources Jeep decides to be nice and get my license plate for
me. No
one tells me this however and 10 days after I buy my truck, I
head to
the licence bureau to get my licence plate. They inform me that
Sources
Jeep has my licence plate. So I drive around the following day
with an
expired licence to go pick up the licence plate my wonderful
dealership
picked up for me. I ask someone why I wasn't informed of this at
any
time through the purchase process or just yesterday when I came
to get
my $500 back, and no one was able to tell me. Useless trip back
to the
dealer #3.
- I receive a feedback form from Chrysler Canada for me to
fill out and
reinforce the fact that your dealership merits the 5-star logo
above the
dealership, and I was told to return it back in person, NO FAX,
NO MAIL
accepted. Useless trip back to the dealer #4, but they're giving
me the
$300 cards in return, I can live with that. I called earlier
this
morning to confirm that I can return the form without the
presence of my
salesman, and the receptionist that enjoys rolling her eyes
around said
yes. When I arrive, rolling eyes was too busy on the phones and
Sandra
tried to help me. Sandra was nice and helpful too, but rolling
eyes
said they couldn't find my VIP card, I'd have to come pick it up
whenever the card was found, just because I hadn't shaved today,
I look
unemployed, and certainly I have nothing better to do than to run
back
to Sources Jeep whenever they find my card. Mailing it to my
house is
not an option, as I am not worthy of the 37 cent stamp that is
required.
I try explaining to rolling eyes that this is starting to become
frustrating and I'd like to get this card mailed to me at home.
This is
when I was told that "this isn't my fault, I didn't do this".
This was
when Stephanie came over and said "Sir, I've seen you here at
least 3
times before, is everything OK?". Stephanie decided to help me,
she
took down my info and said the card would be in the mail.
- The login ID provided in the feedback form does not work. I
tried it
in caps, I tried it in lower case, still nothing. Popups are
enabled.
I call the telephone number on the website for people who are
having
trouble logging in and I hear a message saying that the office is
currently closed, that I should try to contact them during their
normal
business hours; Monday to Friday, between 9AM and 6PM, EST.
Considering
it was 12:46PM on Wednesday, Jan 19th EST, I'm a little PO'd
about that
too, but that there isn't something your dealership caused, so as
your
receptionist would put it, it's not your fault.
- I am not a mechanic by any means, but would it be possible
to clear up
a verbal quote I received regarding a change to synthetic oil? I
asked
about changing my transmission and transfer case oils to
synthetic oil
and I was told by someone that it would require taking off the
transmission plate, opening both units up, emptying the fluids
and
putting in synthetic oil. "Figure about $300". Even an idiot
like
myself was able to the take off two bolts on my 1992 YJ Renegade
and
change those two oils in about half an hour. Did my 2004 TJ
become that
much less friendly to service? If this is your price, that is
fine, I
can do that elsewhere, but does the skid plate really need to be
removed? Does the tranny really need to be gutted open?
I am a reasonable man, I can understand that the timing of the
purchase
wasn't ideal, that PERHAPS the licence bureau was closed when the
truck
was delivered, that it was probably an honest oversight that my
deposit
was forgotten, but put all the things I mention above together
and you
have yourself a nightmare before your first payment is even
made. I
suspect it's going to get worse when my first VIP card expires
and my
salesperson refuses to give me additional ones (for the lifetime
of my
payments) as we negociated, but I'll deal with that if and when
the time
comes.
One final piece of advice. I received a letter from your
VP/New car
operations thanking me for my money over the next 5 years. He
signed
the letter at the bottom, but I'm convinced it was the work of a
4
year-old. It's one solid line with a squibble on it. It's what
you
draw when you want to erase something you wrote down by pen. I
work in
an environment where presentation, etiquette, and the ability to
spell
CORRECTLY is extremely important, as I believe it can reflect
poorly on
your businees if you can't even take the time to ensure your
letter is
error-free and looks professional. One space after commas is
etiquette,
and two after a period.
Best regards,
Tony.
PART 2