Need Relief From Dealerships

[KYMACH-E]

During my purchase of the MME, I went through 3 dealerships because of poor service. In my time of owning Fords I have been through 2 service departments. If Ford is still married to the dealership model when I am ready to upgrade the MME, I am looking elsewhere. I know customer service is at an all time low across the country, but when it comes to purchasing a vehicle the relationship with the dealer is built on trust. Right now I do not trust any dealerships in my area, from start to finish. If Tesla has taught us anything, it is we do not need dealerships. Both of my experiences at Tesla stores were great and that was mostly managed online.

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[BMT1071]

During my purchase of the MME, I went through 3 dealerships because of poor service. In my time of owning Fords I have been through 2 service departments. If Ford is still married to the dealership model when I am ready to upgrade the MME, I am looking elsewhere. I know customer service is at an all time low across the country, but when it comes to purchasing a vehicle the relationship with the dealer is built on trust. Right now I do not trust any dealerships in my area, from start to finish. If Tesla has taught us anything, it is we do not need dealerships. Both of my experiences at Tesla stores were great and that was mostly managed online.

It's definitely hit or miss. My purchase experience was great. My one service visit was ok. The mainline makes especially have a long way to go when it comes to providing a consistent experience. The luxury makes do better but even they fall short sometimes. There are plenty of Tesla horror stories to be found online so I don't think anyone is immune.

 

[Kevin P]

Many states, including KY, require auto manufacturers to use dealers and not sell direct to consumers, by law. Ford in general has no ability to be anything but "married" to the dealership model.

 

[sotek2345]

Many states, including KY, require auto manufacturers to use dealers and not sell direct to consumers, by law. Ford in general has no ability to be anything but "married" to the dealership model.

I thought all 50 states had laws requiring manufacturers to use dealers (with exceptions for Tesla).

 

[yngwenli]

I think there are plenty of horror stories with Tesla all over. Once a car sells more stuff, customers become a hassle/a number. I'd guess Lucid with their 100k+ price, you will get good service for now.

Similar to culture at a small company vs. a startup, there is only so much any company can do once it gets too big.

If you want tons of horror stories, read up on Tesla Solar.

 

[Kevin P]

I thought all 50 states had laws requiring manufacturers to use dealers (with exceptions for Tesla).

It may very well be all states.

 

[RickMachE]

The OP's post ignores the requirements, as others have stated, of state laws.

It further doesn't differentiate between auto sales and other products. It is not unique for products to be sold and serviced only by franchisees, this exists across many products and businesses. Should Dominos not sell exclusively through franchisees? The list goes on and on.

The fact that a franchisee in the auto business doesn't work well with consumers is not unique to any industry, nor unique to franchises.

 

[timbop]

During my purchase of the MME, I went through 3 dealerships because of poor service. In my time of owning Fords I have been through 2 service departments. If Ford is still married to the dealership model when I am ready to upgrade the MME, I am looking elsewhere. I know customer service is at an all time low across the country, but when it comes to purchasing a vehicle the relationship with the dealer is built on trust. Right now I do not trust any dealerships in my area, from start to finish. If Tesla has taught us anything, it is we do not need dealerships. Both of my experiences at Tesla stores were great and that was mostly managed online.

Not to be argumentative, but your premise is flawed and your small number of data points is statistically meaningless. Whether the company that makes the car is directly selling it to you and servicing it or a middleman does you can have the same negative or positive experiences. There are plenty of stories about Tesla service centers telling people their car is "within spec" when clearly it is not, and there are just as many positive stories about customer service from dealerships.

You can fantasize that direct sales and service is a panacea if you want, but levels of service are variable because the people performing those services are not identical. In a free market of competition among vendors those people have an incentive to do better because it is in their vested interest to do so; in a closed market there is no incentive whatsoever.

 

[MachTee]

I think there are plenty of horror stories with Tesla all over. Once a car sells more stuff, customers become a hassle/a number. I'd guess Lucid with their 100k+ price, you will get good service for now.

Similar to culture at a small company vs. a startup, there is only so much any company can do once it gets too big.

If you want tons of horror stories, read up on Tesla Solar.

This right there, absolutely. I dealt with them after buying my model 3. They fed me so much BS and kept pushing Powerwalls when I repeatedly said no. It was worse than dealing with the dealer I bought my MME from. And then I read the many horror stories with them. I went a local company and dodged a bullet.

Tesla is no saint. Good luck trying to get anyone to talk to you after you fork over your $$$.

 

[Sneezy]

This right there, absolutely. I dealt with them after buying my model 3. They fed me so much BS and kept pushing Powerwalls when I repeatedly said no. It was worse than dealing with the dealer I bought my MME from. And then I read the many horror stories with them. I went a local company and dodged a bullet.

Tesla is no saint. Good luck trying to get anyone to talk to you after you fork over your $$$.

Caddy and Chevy aren't any better. I had a (much missed) 2014 Camaro SS and the delivery was delayed to the key recall. I had put over 50 miles of test driving on it. I finally got it and it took less than 7 miles before the dash lit up with every light on. Well I told them it was fine before the recall and it was likely due to the new keys. Did they listen? No. I told them to test drive 7 miles. Nope, GM said to replace the ABS module (because they won't let dealers diagnose stuff anymore). They gave it back to me and not 4 miles and the same thing happened. I went back, argued with them that it was they key and they needed to test drive it 7 miles.... GM had them replace another unit and they gave it back to me. Again, 4 miles and the dash lit up. I went back and asked them if they drove it 4 miles, they said no and they didn't believe me.
So I stood there and had a very long conversation with them (the GM of the dealer was behind me though I didn't know it) of why it was the key. I proceeded to explain about my Trans Am that if the key with it's obvious chip got wet, they car wouldn't start because the key was unable to be communicated with.... I told him to get his ass on the phone with GM and explain how it was they key....

The GM of the dealer was baffled by my explanation.

a week later, GM pushed an update for the body control module because some of the keys were defective and the chip was a bit farther out than it needed to be and the car lost communication with the key which set off the dash like a Christmas tree. It seemed they had a rash of cars with the same issue.
The service manager refused to even talk to me when I got my car back.

Fast Forward to 2 days ago when I had a new fridge delivered (local company). It was DOA and they sent a service tech out. He was clueless and couldn't even call LG for help. I had to get a new fridge and a different brand (only 1 in stock) and fight for delivery the next day because I was without a fridge. I don't have an extra or even another freezer.

My point is customer service is lacking no matter what you do.

I own a small business and we try so hard to provide great service. Certainly we have failed but I have a converstion with the customer so we can improve things. I never leave them out to dry. We also retrain the idiots.....

 

[DYohn]

I trust the dealership model because I like the knowledge that I have a good chance of working with professionals. But dealerships are only as good as the PEOPLE you must deal with. If the people are jerks/uneducated/bad listeners/whatever negative connotation works for you, then it will make the dealership look bad. This is why I always shop for the dealer before the car by visiting them and talking to a few of the people in the sales and service departments. I test drive the people and see if they seem like pros who are interested in the car I want or if they are just money-motivated hacks who might as well be selling shoes. It's why I chose a FORD dealer that did not also carry another brand, and one that is 16 miles away rather then the one 2 miles away from my home.

 

[KYMACH-E]

I trust the dealership model because I like the knowledge that I have a good chance of working with professionals. But dealerships are only as good as the PEOPLE you must deal with. If the people are jerks/uneducated/bad listeners/whatever negative connotation works for you, then it will make the dealership look bad. This is why I always shop for the dealer before the car by visiting them and talking to a few of the people in the sales and service departments. I test drive the people and see if they seem like pros who are interested in the car I want or if they are just money-motivated hacks who might as well be selling shoes. It's why I chose a FORD dealer that did not also carry another brand, and one that is 16 miles away rather then the one 2 miles away from my home.

I totally agree with you. I have been using dealerships to manage my vehicles since I started buy new cars. You can't beat the expertise of a factory trained technician, especially when it comes to a high tech vehicle. I just cannot find a good dealership around me. I have been to several around town, but with no relief. Most of the original post was a lot of venting, but at the same time I wish we had alternatives. If you have a bunch of jokers in your area, it would be nice to have a service that was a Ford direct mechanic. I have seen the Tesla service truck around town and it makes you think. As it sits I already travel over 100 miles to get my other vehicle serviced. With almost 10 dealerships within 30 minutes I would like to have one that I can trust.

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