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34 Posts
Purchased my QX30 just over a week ago. Good experience with the dealer, although I wasn't introduced to the service department and the sales rep didn't spend a great deal of time with me on the electronics other than setting up my phone. This is okay with me, as I am one of those that likes to read the owner's manual (now set up in my iBooks) cover to cover.
I gave this dealer (West Houston Infiniti) very good ratings on Google and Dealer Ratings as it was a good process.
So the Infiniti survey arrives a couple of days ago. I give them 10s on most of items, gave the finance guy a 7 for being a little too overly pushy on all the add ons. I did beat him up on the prepaid maintenance and got it for a lot less, haha.
One question asked "were you introduced to the service department?". I answered it honestly saying no, but in the comments they were either closed or about to close when I told delivery, so that could be the reason.
I submitted the survey and didn't thing twice about it.
This morning I get an email from Infiniti saying, asking yes or no, has the issue I raised (meeting the service department) been resolved? Since I hadn't heard anything, the answer was no.
Little l did I know that the dealer had received the initial reply from Infiniti apparently saying correct this and the Sales Manager tells Infiniti it's been resolved. That created the second survey with the yes or no question, which I answered honestly, "no".
A couple of hours later I have a voice mail from the sales manager and a text and email from the sales guy. I called the Sales Manager back and he was quite nice and apologized saying "I thought the rep had taken care of this and when you responded back to Infiniti they jumped all over us telling us to take care of the customer.
I told him I was sorry about this and I gave them great ratings but maybe one shouldn't say something is taken care of if it isn't.
I texted with the poor sales rep and I suspect he probably got chewed out; he was great and I'm going by at 10am in the morning to meet the service department. I told him about my pushbutton start and he said 'nice'. LOL
It appears Infiniti really takes these dealer surveys seriously. I should have held out for some swag for my good rating, or at least a tank of premium. It'll be interesting to see what they say tomorrow when I go by.
Anyone else have this sort of experience?
I know there are several of you that work for dealers out there, is this the case with Infiniti?
I gave this dealer (West Houston Infiniti) very good ratings on Google and Dealer Ratings as it was a good process.
So the Infiniti survey arrives a couple of days ago. I give them 10s on most of items, gave the finance guy a 7 for being a little too overly pushy on all the add ons. I did beat him up on the prepaid maintenance and got it for a lot less, haha.
One question asked "were you introduced to the service department?". I answered it honestly saying no, but in the comments they were either closed or about to close when I told delivery, so that could be the reason.
I submitted the survey and didn't thing twice about it.
This morning I get an email from Infiniti saying, asking yes or no, has the issue I raised (meeting the service department) been resolved? Since I hadn't heard anything, the answer was no.
Little l did I know that the dealer had received the initial reply from Infiniti apparently saying correct this and the Sales Manager tells Infiniti it's been resolved. That created the second survey with the yes or no question, which I answered honestly, "no".
A couple of hours later I have a voice mail from the sales manager and a text and email from the sales guy. I called the Sales Manager back and he was quite nice and apologized saying "I thought the rep had taken care of this and when you responded back to Infiniti they jumped all over us telling us to take care of the customer.
I told him I was sorry about this and I gave them great ratings but maybe one shouldn't say something is taken care of if it isn't.
I texted with the poor sales rep and I suspect he probably got chewed out; he was great and I'm going by at 10am in the morning to meet the service department. I told him about my pushbutton start and he said 'nice'. LOL
It appears Infiniti really takes these dealer surveys seriously. I should have held out for some swag for my good rating, or at least a tank of premium. It'll be interesting to see what they say tomorrow when I go by.
Anyone else have this sort of experience?
I know there are several of you that work for dealers out there, is this the case with Infiniti?