Stingray Corvette Forum banner

1 - 20 of 20 Posts

·
Registered
Joined
·
15 Posts
Discussion Starter · #1 ·
I gave dealer $ 1000 deposit on Feb 3. I was told car would be ordered. About March allocatuion came in and the car was ordered exactly as I had asked. Car was built April 17 On Apri;l 28 I call Chevy Customer service and talked to a " Tim" who assured me that I would not be stick with price increase. Car arrives May 14. I go down to pick up car and gm at dealer is telling me he can not find anything about a "TIM" or price protection. After about 2 hours I said enough is enough went home and told them to fix the problem by noon the next day. 1145 the next day I am in managers office and am still getting the run around. The order had not been entered into computer until they had allocation as one could see form workbench. Went from 1100 to 3000 the same day. But the manager still said I was going not going to get car until it was researched.. After about an hour I left in disgust and started looking at what was available at various chevy dealers. About 530 knock on my door and it was the owner of the chevy dealership. Davud Stone of Stone chevy Porterville ca[/COLOR]. In short he agreed that I did not owe the 2000 and that he would get the matter straignted up the next day. Before noon they were calling for me to get car. If you r cae was ordered and you are still waiting make sure you get with dealer i n advance and they know what to do to get car reinvoiced. I spent 2 sleepless nights with my baby 1 mile away instead of in her playroom.
 

·
Registered
Joined
·
1,204 Posts
I ordered my vette in February also, picked it up last Friday. The invoice price was exactly what I was quoted when I ordered the car. There was a line on the invoice that was showed a discount of over $3,000. It must have been the reduced price of the car and the Z51 package.
 

·
Registered
Joined
·
13 Posts
Regardless of actually having the allocation or not, the dealer should have placed the order into the GM ordering system before the price increase date (March 3rd). This would have put you at Code 1100 (Preliminary Order Accepted) and locked you in on the initial price before the increase. My dealer was promised the allocation from GM, but did not know when they would actually receive it. They placed my order in the system and they got the allocation the week of March 3rd. The Sticker price came in at the higher price, but the dealership knew about the price protection and honored the initial price.
 

·
Registered
Joined
·
10,569 Posts
Regardless of actually having the allocation or not, the dealer should have placed the order into the GM ordering system before the price increase date (March 3rd). This would have put you at Code 1100 (Preliminary Order Accepted) and locked you in on the initial price before the increase. My dealer was promised the allocation from GM, but did not know when they would actually receive it. They placed my order in the system and they got the allocation the week of March 3rd. The Sticker price came in at the higher price, but the dealership knew about the price protection and honored the initial price.
That is how it was supposed to work.
 

·
Registered
Joined
·
9 Posts
Hello to everyone on the forum! This is my first real post.
I got the good news yesterday afternoon. My Blade Silver 1LT Z51 Stingray was finally in. It needed to go through "pre-delivery inspection" which would take a few hours so I should be able to pick it up today. But now the bad news: my dealer Classic Chevy in Stafford, TX is trying to make me pay for the price increase. I ordered my car back on February 25th and when I heard about the price increase I thought I was safe because I ordered it before March. I read some of the posts on the forum and checked with a Chevy rep online and it seems that my order didn't have 1100 status until March 13th - almost two weeks after I placed the order. I waited so long for the car and emailed the salesman so many different times. It seems very unfair that they spring this on me last minute without any warning when I was talking to them on a weekly basis.
Any advice about what to do? I have emails listing the "drive-out" price and also the order date.
Thanks
 

·
Registered
Joined
·
221 Posts
Here's my thread about having to inform my dealer to call their Dealer Business Center to get the price sorted out:
http://www.stingrayforums.com/forum...sman-trying-charge-higher-price-delivery.html

It may complicate things that you ordered before the 3/3 deadline but for some reason they didn't enter the order until 3/13. I don't really understand how that could happen. Did they not enter the order while you were at the dealership?
 

·
Registered
Joined
·
10,569 Posts
Hello to everyone on the forum! This is my first real post.
I got the good news yesterday afternoon. My Blade Silver 1LT Z51 Stingray was finally in. It needed to go through "pre-delivery inspection" which would take a few hours so I should be able to pick it up today. But now the bad news: my dealer Classic Chevy in Stafford, TX is trying to make me pay for the price increase. I ordered my car back on February 25th and when I heard about the price increase I thought I was safe because I ordered it before March. I read some of the posts on the forum and checked with a Chevy rep online and it seems that my order didn't have 1100 status until March 13th - almost two weeks after I placed the order. I waited so long for the car and emailed the salesman so many different times. It seems very unfair that they spring this on me last minute without any warning when I was talking to them on a weekly basis.
Any advice about what to do? I have emails listing the "drive-out" price and also the order date.
Thanks
You should not have to pay for your dealer's laziness of not entering the order into the system soon enough. It is their fault. In my opinion, a good dealership would eat the price increase for you, and take pay for it out of their profit, which will more than cover the price increase.
 

·
Registered
Joined
·
5,453 Posts
dump the salesman - he can't do a thing, he does not control the "policy and adjustments" budget - find the general manger - go in person - no emails or calls....
 

·
Registered
Joined
·
9 Posts
The order was entered online 2/25 and I have a copy of it. I asked an online rep when it went to 1100 and they told me on 3/13. Maybe I was on a waiting list because of allocations or GM didn't accept it right away? I don't really understand how that all works. Regardless, I'm prepared to fight this and because I waited this long, I am willing to wait a couple more days on my car. Thank you for the link. I'll use the information. Wish me luck.

Here's my thread about having to inform my dealer to call their Dealer Business Center to get the price sorted out:
http://www.stingrayforums.com/forum...sman-trying-charge-higher-price-delivery.html

It may complicate things that you ordered before the 3/3 deadline but for some reason they didn't enter the order until 3/13. I don't really understand how that could happen. Did they not enter the order while you were at the dealership?
 

·
Registered
Joined
·
184 Posts
Hello to everyone on the forum! This is my first real post.
I got the good news yesterday afternoon. My Blade Silver 1LT Z51 Stingray was finally in. It needed to go through "pre-delivery inspection" which would take a few hours so I should be able to pick it up today. But now the bad news: my dealer Classic Chevy in Stafford, TX is trying to make me pay for the price increase. I ordered my car back on February 25th and when I heard about the price increase I thought I was safe because I ordered it before March. I read some of the posts on the forum and checked with a Chevy rep online and it seems that my order didn't have 1100 status until March 13th - almost two weeks after I placed the order. I waited so long for the car and emailed the salesman so many different times. It seems very unfair that they spring this on me last minute without any warning when I was talking to them on a weekly basis.
Any advice about what to do? I have emails listing the "drive-out" price and also the order date.
Thanks
I would take it to GM if need be. Dealer can probably get an adjustment from them and it won't cost them a thing. They should really be looking after this though.
 

·
Registered
Joined
·
5,453 Posts
I would take it to GM if need be. Dealer can probably get an adjustment from them and it won't cost them a thing. They should really be looking after this though.

GM won't do a damn thing.....this is a dealer decision.....
 

·
Registered
Joined
·
10,569 Posts
GM won't do a damn thing.....this is a dealer decision.....
Exactly. Either the dealership stands up and corrects the situation created by one of their employees (not entering the order soon enough into GM Workbench immediately after you placed the order), or they do not. If they do not take pay for the price increase out of their profit, then, well, that will really suck for you. What will you do then? You have a choice to make: pay what they say, or walk away.

I hope they will man up and take the hit like a dealership of high integrity would do.
 

·
Registered
Joined
·
184 Posts
GM won't do a damn thing.....this is a dealer decision.....
Funny I went to GM directly after I was told by the dealer there was nothing they could do. GM in fact took care of this same issue for me and gave the dealer a credit equal to the price increase which rolled it back for me. The dealers should be the first stop but I found GM very easy to deal with directly. This is not the only issue with my order I dealt with thru GM and not the dealer, not sure why you would think that you can't deal with GM and the dealer regarding a C7 order. It works.

By the way dealers are responsible for customer care , GM is very concerned about that and holds them to it. So whether it circles back to the dealer from GM or not, GM holds a great deal of leverage on them. Dealers often work with the customer care folks and mgmt at GM in resolving customer issues.
 

·
Registered
Joined
·
5,453 Posts
Funny I went to GM directly after I was told by the dealer there was nothing they could do. GM in fact took care of this same issue for me and gave the dealer a credit equal to the price increase which rolled it back for me. The dealers should be the first stop but I found GM very easy to deal with directly. This is not the only issue with my order I dealt with thru GM and not the dealer, not sure why you would think that you can't deal with GM and the dealer regarding a C7 order. It works.

By the way dealers are responsible for customer care , GM is very concerned about that and holds them to it. So whether it circles back to the dealer from GM or not, GM holds a great deal of leverage on them. Dealers often work with the customer care folks and mgmt at GM in resolving customer issues.

It may be diff in canada, it's not that way in the us.....state franchising laws are such in the us so that GM holds no real power on a dealer if the dealer wants to go a diff way than what GM wants. This comes from being 30 years on the corporate side of the car business. If the dealer did indeed miss the window, it is his fault, and GM will direct the customer to take it back to the dealer for restitution. But hey, give it a shot, call GM CR and see what they say about price protection issues.
 

·
Registered
Joined
·
184 Posts
It may be diff in canada, it's not that way in the us.....state franchising laws are such in the us so that GM holds no real power on a dealer if the dealer wants to go a diff way than what GM wants. This comes from being 30 years on the corporate side of the car business. If the dealer did indeed miss the window, it is his fault, and GM will direct the customer to take it back to the dealer for restitution. But hey, give it a shot, call GM CR and see what they say about price protection issues.
Could be there are differences between the U.S and Canada, GM does hold sway over dealers in most circumstances and is concerned about the purchase experience, that is why they do surveys. This does appear a dealer mistake that they should correct. I worked in the automotive field as well in management. I do tend to escalate issues beyond the front line people pretty quickly and so end up with upper management working with me to fix things, sometimes the end result is all about the approach. Hopefully he gets some relief on this issue one way or another.
 

·
Registered
Joined
·
5,453 Posts
Could be there are differences between the U.S and Canada, GM does hold sway over dealers in most circumstances and is concerned about the purchase experience, that is why they do surveys. This does appear a dealer mistake that they should correct. I worked in the automotive field as well in management. I do tend to escalate issues beyond the front line people pretty quickly and so end up with upper management working with me to fix things, sometimes the end result is all about the approach. Hopefully he gets some relief on this issue one way or another.
if you were in mgmt, you would know the reason they do surveys is so they can gauge how much bonus a dealer gets in the CSI program that every dealer is enrolled in. It is a metric to keep the dealer program going, as the JD power score of every mfr is worth millions. GM does not usually bend much in price protection issues with goodwill back to the dealer as it sets precedent.

However, because the surveys have a lot of $ power over the dealer, the person here with the price protection problem should remind the gen mgr that he will not be giving the store a good score due to this slip-up. It could potentially cost the dealer more than the delta on Price $, and have him running to write the person a check...
 

·
Registered
Joined
·
184 Posts
He might find this worth a read before he goes back to the dealer, buyer do have leverage both thru the dealership and with corporate...



When you're shopping for a car, the experience you have at a dealership can make all the difference. Edmunds.com Senior Editor Matt Jones worked for 12 years as a car salesman, Internet sales manager, and finance and insurance manager. He now highlights dealerships and car-selling best practices that make car shopping easy and enjoyable. Got an innovative dealership story to share? Contact him: matthewj (at) edmunds.com

In car dealerships, it's common to hear a salesperson ask — even beg — for a customer who has just bought a car to give him top marks in the customer satisfaction survey that will soon arrive. Here's why: The salesperson's pay, and potentially, the job itself, may very well depend on getting perfect 10s in this survey.

Customer Satisfaction Index (CSI) scores are an important part of everyday life at a dealership, and for good reason. Automakers want to hear from customers in order to gauge how well the franchise is doing in key areas, primarily the customer's satisfaction with the sale process. On the dealership level, these scores often determine future inventory. The better the score, the more likely a dealership is to get in-demand vehicles. Depending on the manufacturer, CSI scores also can affect the end-of-year bonuses it pays to the dealership.

If a salesperson does a bad job, he or she deserves a bad survey. But what should shoppers do if they feel good about the transaction, but weren't blown away by it? The normal impulse would be to give a salesperson an 8 or a 9, rather than a perfect 10. But because of the scoring models used, an 8 or a 9 is essentially the same as giving the salesperson a zero.

With so much on the line for both dealer and salesperson, begging for a high marks often becomes part of the deal. Some car shoppers know the importance of a good survey and use the CSI survey as a negotiation tool, promising great scores if the dealership will "sweeten" the deal.

The specter of a bad survey, meanwhile, can be enough to prompt a salesperson to turn down a car sale.

"If I had a really unhappy customer I thought would give us a terrible survey, I'd sometimes have to pass on the deal," a former sales manager with 20 years of experience told Edmunds. "I couldn't take the risk of a terrible survey. I hated missing a deal because of a survey, but it could take 15 perfect surveys to make up for a single bad one."

It's crazy, isn't it? And what's a car shopper supposed to do? Do you buy into grade inflation? Or do you give realistic scores, knowing that by doing so, the salesperson who went the extra mile for you — but who didn't give you the car and didn't throw in an $11,000 Hermes bag for good measure — could suffer the consequences in lower pay or even the loss of a job?

I have some suggestions on how to proceed, but first let's look a little more deeply into how CSI scores work in dealerships.

Only a 10 Will Do
Just as receiving an A on a 100-question math test may not mean that the student answered every single question correctly, a top score on a CSI survey does not mean that the deal was perfect, either. In the eyes of dealers and carmakers, a perfect score simply means that overall, the car shopper was happy with the sales process and satisfied with the service received while doing the deal. You might think "satisfied" would equal a score of 80-85 percent, leaving some room above that for "delighted" or even "deliriously happy." But that's not how it works.

A target of 95 percent CSI or higher is quite common in dealerships. And a cumulative monthly CSI score lower than the target score may take a salesperson out of the running for bonus pay. This is why salespeople (and sometimes managers) are so insistent on getting the highest marks possible on surveys. That is: all 10s, and nothing less.

It doesn't take much to bring a salespersons CSI score below the store goal. Imagine that a salesperson received seven surveys in a month. If six of those surveys had a 95 percent satisfaction score and just one 90 percent score, she'd have an overall CSI score of 94 percent. She missed that month's target. Should a salesperson receive too many 94 percent CSI survey scores in a given time frame, she might not only miss out on additional income. Her job could be in jeopardy.

Some shoppers will never give top scores unless they're asked to do so. This is another reason salespeople constantly ask for top marks. It is simply out of character for some people to give the highest review scores, perhaps thinking that giving a person or process top marks will remove an incentive to do better.

I once worked with a new salesperson who sold a car to his mother. His mother gave him 90 percent CSI score on the survey she filled out. Why? She believed that everybody can improve, including her son. What she likely didn't know was that that one survey may have stopped her son from getting that month's sales bonus.

When I was a salesman, I once received a bad survey from a customer because of poor treatment she received at a competing dealership. Although she and I got along fine and had a smooth deal at my store, there was very little I could do to fix the problem she had at a company I didn't work for. I ended up getting the bad survey.

Giving Feedback Without Slamming Good Salespeople
Car shoppers often have concerns they'd like to share with the manufacturers, and it's good that they have a means — the customer satisfaction survey — for doing so.

Within the survey, there are ways to voice complaints without affecting the salesperson's pay. At the end of CSI surveys, there is a comment section for the car shopper to address any concerns that may have come up while doing the deal. These comments do not affect the overall scoring of the salesperson. If a car shopper thought the music was too loud in the dealership, for example, saying that in the survey comment would likely be a better option than giving the salesperson an 8.

Tools like Edmunds.com dealer reviews are another way to discuss the good and bad aspects of the car-buying experience. These online reviews are visible to any potential customer interested in looking at them, and are often prominently displayed in an online search for a dealership.

Reviews on the Edmunds site are honest shopper assessments and offer customers a chance to better express their feelings about the purchase experience using their own words in a public forum. More than ever, dealerships are aware of their online reputations and pay close attention to customer reviews, and look to resolve complaints raised there. An added bonus to review sites is that other shoppers get to read about what your experience was like. That's something that doesn't happen with in-house CSI surveys.

And then there are some old-fashioned ways to give feedback. Write a letter to management. Or, better yet, set up a meeting with one of the dealership brass. These routes will likely go further in fixing a systemic problem at a dealership level than any customer satisfaction survey ever would. From my experience, real change happens on the dealership level, and not because a carmaker tells a dealer that the surveys show it needs to do a better job.

Until automakers and dealerships find better ways to improve the customer service experience than the blunt instrument of the CSI, shoppers can help by offering honest feedback via online reviews at Edmunds.com and by writing comments in the existing surveys.

Finally, if you liked your car-buying experience and you don't want to penalize a salesperson who did a good job — even if you think he was a little less than perfect — go ahead and give him the 10. He's probably earned it.
 
1 - 20 of 20 Posts
Top