So you’ve just bought a new car, and are feeling dissatisfied with the customer service at the dealership. No matter what you do or who you talk to, you just can’t seem to get the issue resolved. Now you’re wondering, what do I do next?
First of all, if you’re having a problem with your new car and it hasn’t been taken care of, your best hope for a solution is to work with your local dealer. Believe it or not, your local dealership is invested in solving your problem because they know that’s the best way to make you a lifetime customer. It’s a well known fact, known by dealers and car manufacturers alike, that while dealerships spend thousands of dollars in advertising trying to create trust with their customers, statistics show that the *best* way to create trust with consumers is to solve their problems.
But before your local new car dealer will help you, they need to believe that you’re going to be a good future customer. It’s much easier for a dealership to justify helping you (especially if it costs money) if they believe they will earn that money back in the future. The best way to convince a dealership you’re going to be a good customer in the future is to show them you’re a good customer now.
A great way to prove you’re a great customer is just to be nice and polite to employees at the dealership. No one wants to help the guy who’s ranting rudely, but they’ll gladly lend a hand to someone who asks nicely. Simple courtesy can get you a long way! Get on the employees’ good side, and you’ll be surprised how much easier it is to get quality service.
Working with the dealership’s General Manager (GM) is another excellent way to get your problem resolved. GMs are professionals in keeping the customer happy, and can get almost anything done for you in the name of customer service. They have the power to get a senior executive on the phone and aware of your complaint at any time, and have the full backing of the manufacturer. Talking with the GM will get you far in resolving your problem - make sure you ask to speak with one!
If for some reason your GM is unable to help, try the manufacturer’s customer service hotline, the number for which can be found in the owner’s manual. You may also want to call the manufacturer’s regional office. They will probably simply refer you to the service hotline, but there is a chance you could speak with a regional executive. Keep coming back to the manufacturer and dealership, and you’ll get your problem solved.
So, to summarize, if you have a new car customer service problem, your local dealer is your starting point. Make sure to ask to speak with the general manager, and to be nice to everyone you speak with. If the local dealer doesn’t get it done, try working with the manufacturer’s national hotline. Finally, call your manufacturer’s regional office. As long as you’re persistent and pleasant, you’ll get the best possible customer service.