Ecosse
Member Since: 07 Jan 2005
Location: Grampian, Scotland
Posts: 889
|
| Rate your Dealer section? |
|
I know we have a "dealer feedback" heading, but a recent discussion with LR Customer Service revealed that they do not appear to have any grasp of which dealers are causing the most frustration to customers  (or conversely, which are well thought of  ).
I wonder if Martin could set up a new heading as above and then have a single individual post for each LR authorised dealer, set up to allow voting under headings of, say, Excellent, Good, Acceptable, Poor, and To be Avoided.
That way, with a suitable prod at LR themselves  , they may become aware of just what the level of disatisfaction or support is for given dealers.
Obviously, forum users would have to be fair in their voting  & it would need a reasonable sized representative sample, plus if unemotional comments were added as to the reason for positive or negative voting, it could be an excellent way to ensure that Tata give credit to quality dealers & perhaps review the franchises of those not providing acceptable service levels  .
Any thoughts?
|
 12th Aug 2009 12:12 pm |
|
|
bobbycrispbox
Member Since: 15 May 2006
Location: Where women glow and men plunder
Posts: 2580
|
| Re: Rate your Dealer section? |
|
Ecosse wrote:LR Customer Service revealed that they do not appear to have any grasp of which dealers are causing the most frustration to customers
So why do I get sent a customer feedback form for my local franchise after every visit? Are the results of this survey not used internally by LR?
I'm not sure a feedback section as you describe would be that useful. Different individuals have wildly different experiences at the same dealer, and I suspect it's mostly down to personality and random chance. There aren't enough dealers in the country to have that much choice - and its for that reason that I stick with my 'local' one, and try to form a lasting relationship with trust on both sides. It's worked well for me, even when I've seen other people flaming that same dealer publicly here for bad service.
|
| 12th Aug 2009 12:30 pm |
|
|
Ecosse
Member Since: 07 Jan 2005
Location: Grampian, Scotland
Posts: 889
|
| Re: Rate your Dealer section? |
|
bobbycrispbox wrote:Ecosse wrote:LR Customer Service revealed that they do not appear to have any grasp of which dealers are causing the most frustration to customers
So why do I get sent a customer feedback form for my local franchise after every visit? Are the results of this survey not used internally by LR?
Clearly not - and like you I get that form & I have completed them for 5 years inc allowing the feedback to the dealer and inviting contact whenever there was a positive or negative issue & never a word back.
Provided flaming posts were filtered, Martin's forum allows voting, and a pattern would be seen.
|
| 12th Aug 2009 12:37 pm |
|
|
SJR
Member Since: 09 Aug 2006
Location: East Manchester
Posts: 4030
  
|
This has come up before, and the general feeling then was that a star/rating system would be too open to abuse from people with multiple accounts or with the ability to use different IP addresses so the results would be flawed. Most agreed that the current system of giving written dealership feedback whilst not perfect is better because it gives people an opportunity to express why that dealer has been good or bad, and it is that narrative which is far more valuable information than just seeing incompetent/very bad/bad/average/good/very good/excellent etc.  I believe that every human has a finite number of heart-beats. I don't intend to waste any of mine running around doing exercises.
Buzz Aldrin (1930 -
|
| 12th Aug 2009 12:50 pm |
|
|
gingerbiker
Member Since: 09 Jun 2008
Location: North Yorks
Posts: 201
|
In answer to the above posts I would support some further means of 'having my say'...for two reasons
I tried to get to know my dealer, or to be more accurate the staff; the fact that they were very nice people did not alleviate the bog awful service and frequent let downs i received.
Secondly feedback forms were not always received, looking back probably only when i bought cars/ the first service
I have had three LRs from the same dealer; but at the end of the day geography made the decision for me, I would like to let LR know that their dealers do let them down more than they know!
Carl
|
| 12th Aug 2009 7:54 pm |
|
|
Ecosse
Member Since: 07 Jan 2005
Location: Grampian, Scotland
Posts: 889
|
gingerbiker wrote:In answer to the above posts I would support some further means of 'having my say'...for two reasons
Carl
Yes - seems you have the same problem as I face. I do however see the point of SJR's comments as it would be very easy for an individual dealer to have their staff vote in their favour thereby distorting the true voting picture. Almost needs some form of "authenticated member" status that Martin allocates those of us who have fully identified ourselves to him
My other current idea that would really sharpen up the dealer service levels (if LR will take it up) is for LR to have "Approved Service Centres" in addition to their "main Dealers"; these could be reputable independent 4x4 garages who invest in the correct systems & meet given training standards, they could buy the parts from the main dealers at a set trade discount and be approved to carry out warranty work. This would provide local choice & competition (similar to the Ford Main/retail Dealer system) which in itself would ensure that the main dealers provided a more appropriate level of service & those that did not would soon be replaced by companies willing to provide a quality service
|
| 13th Aug 2009 6:46 am |
|
|
