"" (bignslow)
02/02/2015 at 20:38 • Filed to: None
12
14|
"" (bignslow)
02/02/2015 at 20:38 • Filed to: None | 12
| 14 |
In what seems like an incredibly quick turn of events the owner of a Subaru WRX who had his car !!!error: Indecipherable SUB-paragraph formatting!!! by the dealer is getting his vehicle replaced, free of charge. Sadly though, the replacement vehicle is not a Dacia Sandero but another Subaru WRX.
We have the new car on order. They're doing a VIN swap on my loan, so it is at no additional cost to me. They will be reimbursing us for a new car seat. The STI short throw shifter is being installed as an option which I am paying for out of my own pocket. Evan Fineberg offered to pay for it but I told him I don't want his money. Thomas Doll, CEO of Subaru made this right.
!!! UNKNOWN CONTENT TYPE !!!
In a matter of hours dealership's Facebook page was flooded with bad publicity. Google and Yelp review pages were also being filled with negative reviews.
Subaru Of America Inc. Facebook page was also flooded in a matter of hours.
Just goes to show that you can't underestimate the power of a social media in today's day and age.
rb1971 ARGQF+CayenneTurbo+E9+328GTS+R90S
>
02/02/2015 at 20:46 |
|
This is the right result, so that's good, but I can't help but think that the social media pressure may not have been necessary if the person whose car was damaged didn't immediately take to the forums (same day I think?) to describe the accident. It's possible that this particular dealer might be in the class of very bad actors - unusual for a new car dealership, less so for a lot that sells only used cars - and more likely, at least to me, that they were irritated by the fact that the bad effects started immediately.
I'm all for escalation, definitely including public shaming, but you should start off small and work your way up. Not sure that happened here.
Also some of those memes, like the one you quoted above, are pretty damn funny.
|
> rb1971 ARGQF+CayenneTurbo+E9+328GTS+R90S
02/02/2015 at 20:50 |
|
The fact that the dealer refused to take responsibility from the start was a bad move. Had it not exploded the way it did I doubt the outcome would've been the same. Notice that it took for Subaru of North America CEO to get involved before the dealership agreed to do anything. Prior to that they were threatening a law suit.
DrScientist
>
02/02/2015 at 21:02 |
|
apology in advance for not doing any research, but, any news on what happened to the studious tech/service rep/staffer who actually was driving when the car was wrecked?
also, any news on a change in policy at the dealership on use of customer cars that are in for service?
|
rb1971 ARGQF+CayenneTurbo+E9+328GTS+R90S
>
02/02/2015 at 22:15 |
|
You are defining "from the start" as "immediately/same day". I would be surprised if the GM or owner of dealership had been involved at that point. It seemed like lower level employees (service advisor and service manager) being idiots.
My experience is that elevating issues like these (and I've had them with several car dealers) gives people higher up in the organization with more authority and more on their minds than "OMG I might lose my job" to make a call, and in my experience that call is often correct. In fact in one case I got more than I was going to ask for originally. Until that process ran out - and especially because in this situation the guy had a free rental - I wouldn't have gone public. Maybe this is that one corner-case scenario where that wouldn't have worked, but since it's impossible to re-run the experiment with a control it's unknowable. Your "prior to that" timeline above is only after the social media shaming began, which again in my view shouldn't have been happening yet.
Of course as an enthusiast I agree this guy should have gotten a replacement car. If I were the dealer I would have tried to give him a demo with similar miles (e.g., around 1k) or source a used car with very low miles, and either eat any better equipment or make up for deficiencies in some way.
ETA: And fire the shit out of that service advisor. I mean, what the heck is that guy doing with that job anyhow?
Jordaneer, The Mountaineer Man
>
02/02/2015 at 22:32 |
|
this seriously made me snort out loud.
orcim
> rb1971 ARGQF+CayenneTurbo+E9+328GTS+R90S
02/03/2015 at 00:26 |
|
One of the most interesting examples of "giving a fuck" was Cisco - their CEO was 8 hours from event to escalation if it wasn't fixed. It interrupted any CEO event, so that he could marshal resources to fix the problem. 8 hours. His beeper automagically went off if it wasn't resolved after 8 hours.
Customers are either your gold, or your patsies. It's a management decisions to treat them appropriately. I agree the service manager wasn't paying attention.
Svend
>
02/03/2015 at 12:39 |
|
The thing is it shouldn't of even got that far. It should of been a simple,
'Hello am I speaking to Mr/Mrs (car owner)? I'm afraid one our mechanics/technicians while doing a post service shake down got a little carried away and I am sorry to say the vehicle was damaged in an accident. We would like for you to come in and inspect the vehicle yourself and see where you want to proceed with either a repair or replacement, it goes without saying we are entirely at fault and no foreseeable expense will be passed onto you. Should any losts come to light we shall do everything we can to reduce or cancel those charges.'
Or am I being too simple here.
I've known two people who have had similar calls as the one I wrote above but one was a genuine accident where the car spun out and the other where oil had not been topped up properly and caused an engine fault.
NJAnon
>
02/03/2015 at 22:06 |
|
"Evil can exist when good men (people) do nothing." Paraphrased quote but it fits here especially when such a blatant incident like this occurs. Thats like someone cutting someone with a Culinart knife and then the person leans over and says "take it up with Culinart to get your medical bills paid"
Adventure Subaru Ohio
>
02/05/2015 at 17:27 |
|
Adventure Subaru of Ohio would like to update those of you concerned with the recent experience and status of our WRX customer. We have ordered a new 2015 Subaru WRX to his specifications, and the vehicle is being fast tracked for build and shipment to us. We have provided him with a new vehicle in the meantime to minimize his transportation inconvenience.
We regret deeply that this accident happened, and are working hard to resolve this and make our customer whole.
For those of you that posted reviews and comments, please be aware that there is an Adventure Subaru in Arkansas, and they are a separate organization from us. We do not share the same owner or management. We just happen to share the same name and love for being a part of Subaru of America. If you posted a negative review or comment, please check that it is not for their dealership. They have done nothing to deserve repercussions for a situation that occurred at our dealership.
Sampsonite24-Earth's Least Likeliest Hero
> Adventure Subaru Ohio
02/05/2015 at 18:34 |
|
Good on you guys for making this right.
ttyymmnn
>
02/05/2015 at 18:38 |
|
I wonder if they'd be willing to wreck my 2001 Golf. I'd be happy to drive it to them.
Tinfoil Hat in a thunderstorm, now with added diecast
> Adventure Subaru Ohio
02/05/2015 at 18:47 |
|
Shit happens, it's how you clean it up that matters.
Tohru
> Adventure Subaru Ohio
02/05/2015 at 19:09 |
|
I know you're probably the Social Media manager or whatever and not senior management, but if your dealership had stepped up and done right on this from the get go... None of this would have happened.
Racing Archivist
> Adventure Subaru Ohio
02/05/2015 at 19:11 |
|
Did you fire the employee responsible?