I've owned an assortment of cars from a wide variety of brands over the years and, I've got to tell you, if I was basing my next car purchase solely on my experience working with dealers from different brands a Mercedes would be very low on my totem pole. There have always been and always will be good dealerships and bad ones; good salespeople and bad ones but I have never encountered such a large number of dealers who seem as disinterested in customer service and selling a car as the MB dealers I've reached out to over the past 5-6 months.
Note to JD Powers: "Buying Experience (to date) on a scale of 1 to 5 with 1 being poor and 5 being excellent? 2."
FWIW, here's a rough draft of my rating scale:
1 = Poor. Frustrating. I was a number (who they ignored). I have no real interest in doing business with them unless I'm forced to do so (e.g., they're the only dealer within 150 miles)
2 = Maybe they job got done but it was a hassle. The dealer clearly didn't care much about me and it showed.
3 = They got the job done but did nothing more...or less.
4 = Good. It was an enjoyable experience and I would happily do business with them again.
5 = Stellar. Great communication. The dealer went out of their way. The dealer made the experience feel special.
We are lucky enough to have a handful of great, helpful, responsive and informative salespeople on our forum (they know who they are!) but, based on my limited experience, they seem to be the exception more than the rule. You guys need to send a message to the home office about your colleagues. Seriously.
I have reached out to a number of dealers to get more information and to find out when cars might be available for forum members to see. I haven't even broached the idea of a group buy with them. I've received PMs from people as far north as MA and as far south as VA regarding participation in a group buy. So, while I've focused my efforts on the NY metro area, I have reached out to some dealers closer to, for example, the folks in Boston who might not be willing to travel 3hrs for a car. Here's a typical scenario:
Me: Hi, I'm interested in a CLA. Do you have any details you can share? When will you have one in the showroom to view?
Them: [crickets]
Me: [a few days later] Hi, I know you're busy and I'm not sure if you received my email from a few days ago but I wanted to follow up.
Them: [crickets]
Me: [after a day or so of crickets] Hi Mr/Ms Sales Mgr, I sent a couple of notes to your Internet Sales guy (see the emails below) and haven't heard from them. Is there someone else at your dealership who might be able to help?
Them: Sorry I didn't respond sooner, I was [away on vacation][busy since its the __ week of the month][insert some other excuse here]...
Seriously. A week to get a response? And, it's like pulling teeth! Wait, do you want my $60K or not? Smart dealers at least employ some sort of automated reply.
Moreover, if someone's job is "Internet Sales" then they had better respond with SOMETHING, ANYTHING, within one business day. That's the pace of today's online marketplace (if not more immediate). They don't have to provide a material response -- just acknowledge the email. For a car like the CLA (that isn't even on the market really) just say you'll get back to me in a day or two even with more information if you don't have anything. For a car that is on the market (e.g., a C-Class, E-Class, etc., if I don't hear from them in a day then they're not serious about my business. There are always extenuating circumstances. People do go away for vacation, personal reasons, etc. although, that's typically what an out of office message is for and usually others step in to cover when they're out but whatever.
I don't know if I'm the only one who has had this experience but I hope its not representative of what ownership will feel like. Sorry for the long rant.
-Eric
Note to JD Powers: "Buying Experience (to date) on a scale of 1 to 5 with 1 being poor and 5 being excellent? 2."
FWIW, here's a rough draft of my rating scale:
1 = Poor. Frustrating. I was a number (who they ignored). I have no real interest in doing business with them unless I'm forced to do so (e.g., they're the only dealer within 150 miles)
2 = Maybe they job got done but it was a hassle. The dealer clearly didn't care much about me and it showed.
3 = They got the job done but did nothing more...or less.
4 = Good. It was an enjoyable experience and I would happily do business with them again.
5 = Stellar. Great communication. The dealer went out of their way. The dealer made the experience feel special.
We are lucky enough to have a handful of great, helpful, responsive and informative salespeople on our forum (they know who they are!) but, based on my limited experience, they seem to be the exception more than the rule. You guys need to send a message to the home office about your colleagues. Seriously.
I have reached out to a number of dealers to get more information and to find out when cars might be available for forum members to see. I haven't even broached the idea of a group buy with them. I've received PMs from people as far north as MA and as far south as VA regarding participation in a group buy. So, while I've focused my efforts on the NY metro area, I have reached out to some dealers closer to, for example, the folks in Boston who might not be willing to travel 3hrs for a car. Here's a typical scenario:
Me: Hi, I'm interested in a CLA. Do you have any details you can share? When will you have one in the showroom to view?
Them: [crickets]
Me: [a few days later] Hi, I know you're busy and I'm not sure if you received my email from a few days ago but I wanted to follow up.
Them: [crickets]
Me: [after a day or so of crickets] Hi Mr/Ms Sales Mgr, I sent a couple of notes to your Internet Sales guy (see the emails below) and haven't heard from them. Is there someone else at your dealership who might be able to help?
Them: Sorry I didn't respond sooner, I was [away on vacation][busy since its the __ week of the month][insert some other excuse here]...
Seriously. A week to get a response? And, it's like pulling teeth! Wait, do you want my $60K or not? Smart dealers at least employ some sort of automated reply.
Moreover, if someone's job is "Internet Sales" then they had better respond with SOMETHING, ANYTHING, within one business day. That's the pace of today's online marketplace (if not more immediate). They don't have to provide a material response -- just acknowledge the email. For a car like the CLA (that isn't even on the market really) just say you'll get back to me in a day or two even with more information if you don't have anything. For a car that is on the market (e.g., a C-Class, E-Class, etc., if I don't hear from them in a day then they're not serious about my business. There are always extenuating circumstances. People do go away for vacation, personal reasons, etc. although, that's typically what an out of office message is for and usually others step in to cover when they're out but whatever.
I don't know if I'm the only one who has had this experience but I hope its not representative of what ownership will feel like. Sorry for the long rant.
-Eric