A week or two ago, a friend dropped me a line on GChat (oh sorry, it’s Hangouts now). She told me she and her husband were expecting their first child and they were going to trade one of their cars for a crossover/SUV. She wanted my recommendations.
I tossed out the usual suspects in the two-row and three-row categories (and in the $20K-$40K price range), based on what I’ve driven. I also mentioned a few models I have yet to drive that have been highly recommended throughout the automotive press.
I was intentionally a little vague because, as I told her, the final decision would come down to variables unique to her and her husband – what they feel is best for their finances, how they both like driving each individual car, their styling preferences, what features they want, et cetera. But a day later, something popped into my head. I realized I hadn’t considered a key factor: the brand, or more accurately, the brand/dealer experience.
My friend had mentioned maybe shopping for an unspecified Lexus (probably the RX) in passing, and I started thinking – if a car buyer is shopping along the price line that divides “mainstream” from “entry luxury” and “luxury,” does the perceived experience of owning a luxury car matter?
I don’t just mean image – most people would rather say “I own a Lexus/Acura/Infiniti” instead of “I own a Toyota/Honda/Nissan.” I’m thinking in terms of the actual customer service experience. Dealers that represent luxury brands tend to offer more perks in the service department (such as putting greens at some Lexus shops), and often have a reputation for being friendlier/more honest/more customer focused/whatever than the “mainstream” brands. And some “mainstream” brands have better reputations for same than others.
It’s a tricky question. Dealers, of course, operate independently of the OEMs they rep, and the experience can vary vastly even among dealers that rep the same brand and/or are located near each other. Not to mention many car buyers never visit a dealership for any service that isn’t warranty-related and never interact with the dealer or the OEM once they take possession of the car.
Note that I’m not necessarily talking about a brand’s reputation for reliability and quality here, although that’s obviously a factor, too. Same goes for tangible offerings such as maintenance plans – obviously, these may factor in, but I’d like to dig deeper into the overall relationship you may or may not have with your brand and its dealers as a vehicle owner.
So, I am asking you, Best and Brightest, does the brand experience matter to you after you’ve done your shopping and signed the papers? If so, why? Is it just about image? Are you concerned about reliability? Or is it just about how you’re treated when you return to the dealership (assuming you do) and/or have to deal directly with the manufacturer regarding some sort of issue?
What say you?
[Image: Lexus]
The dealer matters as much if not more than the brand.
I’m not as worried about the “experience” for myself, but for my wife I am.
She’s not a car person, and appreciates a certain degree of comfort when taking her car to the dealer for service, when I’m not able.
And it’s peace of mind for me knowing she’s not stressed (by the dealer experience), since she’ll have the kids in tow.
Our local dealer is especially good for her, because so much is geared toward women (Starbucks, kid’s play area, indoor service, etc). I think the dealer has figured out that directing their efforts toward women has been a boon for them.
My wife is not annoyed by the free oil & filter changes either.
https://www.autoblog.com/2017/03/17/buick-lexus-j-d-power-service-repair-satisfaction/
My wife never has to do anything with the car besides driving it. Spare her from nightmare of car maintenance. Send her for massage while YOU take care of the car
She works from home and has the extra time. Plus she got to kick the tires of a TourX.
At a local level, dealership experiences pretty much dominate overall brand experiences. That being said, I’d never buy another BMW (or any German car) even if the dealer experience was phenomenal. Some brands I don’t have any experience with at all so I’d research the dealership first by getting word-of-mouth recommendations instead of reading potentially bogus online reviews.
I can’t afford to buy “luxury” brands so I can’t speak to their dealer experience. I will do however, repeat shop a dealer that treats me with respect and offers good service AFTER the sale. We had a good overall experience when I bought my 2015 Fit. But, when my wife dropped it off for it’s second oil change she overheard a loud, profanity laced, diatribe between the service manager and one of the techs. I called the dealer and related her experience. The person I spoke with was polite but did not offer any remedy. (I had hoped he would at least have the person responsible call and apologize to my wife) So despite a good sales experience, we used another dealer last fall when we bought my wife’s civic and we have all our oil changes done by a local ford dealer that has an excellent service dept.
So… you want someone to apologize to your wife for a situation that didn’t involve her? I don’t know man…
A classy service manager would have said to the wife “I’m sorry you had to witness that. We’ll keep disagreements behind closed doors in the future.”
That said, I tend to give people and companies a second chance, even without an apology. We all have bad days. But if the behavior is habitual, then it’s time to move on.
I agree McCoy.
In a word, yes. It involved her because she was standing 3 feet away. To be clear, this wasn’t an argument between the two employees. It was two adult men talking shop and lacing every sentence with profanity. This while my wife was waiting for another service rep. to return her keys. Not cool. I guess I’m old fashioned, but I was taught to avoid using salty language in mixed company. Did I expect an apology? No. But if they had made a 30 second phone call to my wife and offered a sincere apology they would have been servicing the Fit for the last 57,000 miles (18 oil changes) and made the commission on the 2017 Civic EX-T. Not a huge amount of money lost but completely avoidable.
I’m still wondering why you’re getting the oil changed in your Fit every 3,000 miles. 7,500 is recommended by Honda.
Cheap insurance.
Because there were few occasions where Honda’s engine failed when synthetic oil was changed 7,500 mi instead of 3,000 mi.
“Only two things are infinite, the universe and human stupidity, and I’m not sure about the former.” – Albert Einstein
After my experience with my local Honda dealer, I have no issues buying a mainstream brand. I don’t really care about perks. Get me in and out and let me know what the situation is. And DBAD (don’t be a ….). Also helps if the service person is a car enthusiast… car civilians almost speak disdainfully of totally reasonable modifications.
I had really bad experience in Toyota dealer but I got the car for price I wanted and I never go there again, unless, of course, I will be interested to buy another Toyota. If I can squeeze the good price, I can take it.
What was bad about your experience? Did they try to make money on you?
For me, brand and dealer experience are somewhat important. Good experience with the product obviously influences your next purchase decision. Every make has the possibility of an occasional “lemon”. Overall experience will trump that if it has been mostly positive. I think the dealer experience is quite similar.
I was drawn to particular brand due to the influence of my father. On the whole it’s been a positive experience to the point I will always consider that particular brand when considering a vehicle for purchase. I was drawn to a particular dealer due to a very positive experience with them. The experience was with the principal of the dealership and I sought him – and his dealership – out when he moved to another location. I always have the sense that I am being treated with honesty and integrity. No one is trying to put one over on me at that store.
My experience with the dealer’s shop has been very positive also. I will admit I fit your profile, Tim, of an owner who only goes to the dealer for maintenance under warranty. This is more out of convenience than distrust. I have a local independent shop I trust and the dealer is a 35 minute drive away which makes it difficult to juggle my needs when a trip to the shop is necessary. (I only have one vehicle which is a large factor in that decision.) The dealer’s shop did great work on the times I used them. They were helpful and I always felt like I was not “being sold” on something I truly did not need. Again, honesty and integrity was part of that dealer’s experience for me. That’s my 2 cents worth.
You’ve described what makes me a return customer. Unfortunately, there are plenty of people who are not like us, where different approaches are what sells. I’ve found the dealers that treat me like you describe, for brands that have generally worked well for me. No matter how much I shop around, I always go back to them.
What brand is it, for Christ’s sake ???
A dealership is the last place I would go for service (my driveway being the first), and a new car is the last type of car I would buy, but if I had to buy something new and bring it in for warranty work, Mercedes dealerships usually have fancy snacks like yogurt in an ice-filled punch bowl.
Lexus dealer had sausages, burgers and whatnot when I was there
It does, but not greatly. I had owned a few BMWs in the 2000’s when I was living in Portland. Those cars ran fantastic and the dealer experience was fantastic also. They always had loaners, the dealer would always pick me/or the car up and they always seemd to err on my side whenever a warranty repair was needed. One of the service managers lent me his Z4 when my M Roadster was in for a small repair. The general experience was always efficient and pleasant. They replaced a CV boot on my X5 that was under CPO warranty, but 5+ years old at the time, and they barely made a fuss to me on it. Covered under warranty.
I’ve had the same experience with Porsche. I had some new tires put on and they lent me a Cayanne for two days, and that was only because they told me I didn’t need to drive in at the end of the day, “Just bring it in tomorrow”. Sales and servicemen at Porsche have been probably the best of any brand I’ve shopped. They always seem to be eager to assist and they are always interested in my car.
My Honda Pilot on the other hand is full of frustration. I always feel like I’m at the DMV when I go in. It’s crowded and few ammenities. I had a visor replaced and had to go back to have them clean the greasy handprints and when I had a sealed beam headlight replaced, I had to go back beacuase they didn’t install it correctly. A call to the manager drew crickets. I don’t particularly enjoy the Pilot either.
I learned two things from your post.
1. Repairing an item under warranty is something that is considered exceeding expectations.
2. It takes two days to replace tires on a Porsche.
Of course, I’m funin’ with ya.
A few weeks ago, after months of searching I found a 5 th Gen Mustang convertible that checked all the boxes for me.
From the moment I made the first phone call, to the moment I drove it home the entire dealer experience was terrible. Not some rinky dink BHPH place. This was a massive Lincoln / Ford dealer, located out in farm country. I guess because they carried Lincoln the place was a bit upscale . The people that worked there ??? not so much.
In contrast, our much smaller local Ford dealer, has bent over backwards to help me. Now that I own two Fords I know who will look after my service needs. The local guys have a little lounge with complimentary coffee. and newspaper. That, and they look after my car . Thats all I ask for.
If I never see that other dealer again it will be too soon.
I have owned a few rare or unique performance models sold under mainstream brand names, which has always given me a certain sense of nervousness with dealer service departments. It’s just a different feeling dropping off our Sienna at a Toyota dealer than our Viper at a Dodge dealer. I’ve never actually had a bad experience but I’ve always been careful to research better dealerships and to discuss any concerns with the service manager prior to coming in. I don’t think it would stop me from buying another “mainstream” brand for that kind of car, but it has made me curious if trying a luxury brand someday would give me a different experience.
For me, “experience” has to at least be, that I don’t feel I’m being taken advantage of.
I liked the quality and value of Honda, and had two in a row. But, then the two closest dealers, including the one I’d bought the previous two Honda’s from were crap to deal with. Didn’t want to give me anything for my trade, tried to extend terms to give the appearance of a lower price. You know, the usual dealer Shtick. So, I’ve had a Mazda and a Nissan since that last bad Honda Dealer experience.
I’ve purchased several new vehicles over the last 40+ years and avoided the involved dealerships unless only they could perform something a vehicle required that I could not do myself. I don’t desire a “relationship” with them anymore than needing a “relationship” with Kroger when buying a box of cornflakes. Honda “service” departments (where I was “serviced” along with the vehicle without the offer of even a kiss or a cigarette at the end) and most GM “service” departments are particularly distasteful.
Agree.
I buy a car where I feel I get the best value and I have my car serviced where I feel I get the best value.
One doesn’t have much to do with the other.
When buying used, Brand experience counts for a lot, since I likely won’t be using the dealer for service. When buying new, the dealership experience- particularly in the Service Dept- weighs in heavily. Our Toyota Dealer’s Service Dept is so good, it’d be tough to look at a different brand going forwards.
The brand doesn’t really matter, I’ve had great relationships that went south once someone else bought the franchise. I purchased three cars at a local Dodge dealer and everything was fine with the sales and service. They sold the dealership and the new guy was a total ass clown. I bought my next car at a Dodge store one county over, it’s not as if they’re hard to find, lol.
As I’ve gotten older (I’m 47 now) the brand experience matters more than when I was a young buyer. Now I want to be able to bring in my car for service, get a loaner, have the car fixed properly the first time, and receive good communication along the way. In other words, I don’t want to waste my time and have to make arrangements for a rental or a ride from a friend.
Certain brands have dealers that are very consistent in doing this. With other brands, the dealer is a crap-shoot. You may receive great service for a while, but then the service manager changes and the whole experience changes. So, you really never know what you’ll get.
I didn’t always care, but as I’ve gotten older, I’ve come to appreciate the service that comes from a premium brand. I bought my car at a bit of a fleabag dealer, but that’s fine for me. For my wife, I bought her car at a Lincoln dealership and bought a service contract also. When something goes wrong, I call them, get the car dropped (has not yet needed a tow), pick up a loaner and all is good. I’m in and out in about 5 minutes. No need to bum a ride there and back, put the kids in the car for the pickup and fuss with schedules. That alone is worth every penny.
Plus Lincoln dealerships have this scent that they pump in; call me crazy, but I freaking love that smell. Leather and bergamot, not sure what else. They had it created just for the dealers and (at least on me) it works. I’d happily hang out in there just to smell that smell. I think it’s called Essence of Lincoln.
Edit: Found it: www. sensorymax.com/lincoln/
It’s not complicated. Just make the customer feel like their needs are being attended to, and don’t upsell them or otherwise make them feel like they are being taken advantage of. My Chrysler dealer is great that way…the service guys know me by sight, and when I request just the service indicated in the owners’ manual and not the engine shampooing etc., they graciously take no for an answer. They stand up for me against the mothership on goodwill out-of-warranty repairs (of which there are plenty, because Chrysler). Objectively, other manufacturers’ products are better. But I’ll keep buying Dodge/Jeep/Chrysler because my dealership experience is more than satisfactory. And if I ever got a goofball trickster salesperson when I went in to make a deal, I’d go to the sales manager and say “you know what, I really like this place, have for 15 years, but this guys not doing it for me. Substitution please.”
It’s a little of both. I have had good and bad experiences with brands and dealers. I tend to give brands a tad more leeway then dealers. For example: I used to purchase my cars at one local dealer with great treatment. But he was forced to close in the Chrysler bankruptcy.
So I moved to a dealer near my work. I had a good experience till the last deal. Was not entirely their fault, wife changed her mind. But the treatment after purchasing 4 cars didn’t sit well. Besides the salesperson my wife liked had left. So we followed her..
She gave me a great deal on the first car. BUT, on the second, she burned me (2016 Jeep Patriot 4×4).
1) I really wasn’t sold on either cars, but liked the Chrysler 200 better.
2) I really didn’t want to lease a car.
3) She got mad that I wasn’t deciding fast enough and complained that I was “tying up a sales person”
4) While I have no proof (I cannot find my lease paperwork), I somehow think she ate up my trade-in in fees, etc. Because somehow the lease price was just about what it was when we started.
5) The car that I was told to trade-in (by wife) magically increased by $4K when put up for sale and sold in days.
6) When I complained about the leased vehicle not even a few days after purchase, I was told to “Just accept it, you got the vehicle you wanted. Besides the lease will be up in 27 months”
7) I tried to unload the PO$ to other dealers and was laughed at. Telling me that they basically didn’t want it.
8) Needless to say, I found out about a year later that the dealership was sold and she was gone. She works at a new dealer now and had contacted me about my lease ending….
In the end, my old dealer reopened after suing Chrysler and I purchased my Chrysler 200s and will purchase another vehicle this Saturday to replace the PO$ Jeep Patriot.
So yes, the dealer matter. I don’t blame Chrysler for their actions/in-actions. But I will hold them responsible if I have continued issues with the product that are NOT the delaer’s fault.
The last car I bought was from a very small used car dealership that specializes in upscale imports – BMW, Mercedes, Volvo, Ferrari, Porsche, etc
The owner is Italian and speaks with great love of the cars he sells; their service department has also been very good; replacing an air filter without charging us since it was almost due to be done when we bought the car. Also gave us cheaper repair options on our oldest car, a vehicle we did not purchase from them. ie – what work needs to be done to keep the 15yo car running versus an ideal wishlist (everything!).
So I’ll be going back to them for my next used car.
New car? Never bought anything new in my 30 odd years of driving.
Speaking of this dealership, would it be foolish to buy a 2006 Mercedes CLS with 37k miles? Something about that design – bustle back? and all – makes my heart flutter.
Cars today are excellent overall, but dealers are not. Dealer experience has always been bad for most brands I have had. Real reliability and availability of 3rd party parts as well as talented mechanics are the utmost. For example, I have had such bad experiences with Mercedes despite their propaganda that I will never own one again. While I have had some bad ones regarding VW, since I always avoid VW dealers and can find mechanic expertise and plenty of OEM non-VW branded parts, select models have been very satisfactory. Unfortunately, there have been some real dogs, but those bad VW designs can be weeded out. Some 3rd party mechanics have been very poor as well. Audi quality and design during the past 10 years has really been outstanding. But I cannot get a salesperson to wait on me at the local dealership. The snob factor is through the roof. I buy used Audis from an independent dealer instead. Their service pricing saves only a little over the dealer, but they are very cooperative. However, there are some user questions I have had that no one, not even the dealer, could answer. I don’t want to get into the nightmares I have had with Chrysler and GM.
So I will always have a backup plan for service and parts regardless of the car. If I could find a dealer who was always behind me, took care of me at a fair price, communicated well, and did not treat me as if I were a cow in a cattle drive, that would seal my loyalty, assuming the cars were decent. But it seems that will never happen. . .
If you have a problem with everyone you deal with then maybe you are the problem?
I used to be a little more concerned with brand back when you really had to interact with the dealership, but with a few exceptions, today you just don’t.
If you are buying a car with a warranty, odds are good you’ll never use it, so by the time you need to service your car you *should* be taking it to an independent repair shop. By the time the car has been out for 5-7 years, everyone else has access to the same diagnostic and repair tools as your dealer.
That CPO BMW or RR is going back to the dealer every 3 months, so if your local one sucks you are hosed.
As far as the actual purchase, I need a dealer to hand me the keys for the test drive and then show me where to sign; everything else is done via email The Infiniti dealership where I bought my Yukon was a lovely place to spend 25 minutes one day compared to the Toyota dealership where I bought my MDX, but the 45 minutes at the Toyota dealership that wasn’t as well run and wasn’t as upscale didn’t offend my senses so much as to swear off getting a good deal so as to avoid that experience again.
Ask me in mid 2019 after I’ve bought my next one.
Buying a used Escort wagon at Avis Ford (Southfield, MI) in 2002 was pleasant, buying a used F150 at Rico Pontiac, Buick, GMC was pleasant, and buying a Highlander at CarMax was pleasant although the paperwork took ages it seemed like.
Next time I’ll be buying new and I actually feel that the dealership experience is more important then. How was the sales experience? How is your service? It might determine whether I come back to you or the dealer in the next county.
Brand image? I’d rather say I bought the mass market brand than the overpriced snob version.
Return to the dealership: what does this mean? It’s not in my vocabulary.
Sales experience: we’re going to have an agreement online before we even meet.
Brand experience for me is simple: is the car well designed, a pleasure to drive, easy to maintain, and engineered to perform for the long haul?
my hunch is that the typical TTAC reader cares more about the steak than the sizzle.
But the average lux. buyer wants the steak and sizzle with extra ham thrown on top.
people like being made to feel important by service staff and having their egos stroked with free canapes even if it’s only made possible cuz of a 84-mon loan.
And i don’t blame dealers and carmakers for chasing the money.
i care more than average about the font on the instrument cluster and avoiding piano black trim interiors. must have o.c.d.
Ultimately, I don’t care THAT much. It comes down to the car to get me interested and the price at the end of the day. That said, I REALLY like my local BMW dealer, who are also the only one in the state of Maine. They are just good people, and I would love to buy another car (would make three) from them if BMW had anything I was interested in.
The least premium dealerships I have bought cars from are VW and Fiat, and I have zero complaints about either experience. I’ve dealt with buying three VWs at three different dealerships, no complaints with any of them. Same with service under warranty and out. Fiat was fine too. Otherwise Saab and BMW.
I read the horror stories here and am just amazed at the BS that evidently goes on in dull car world.
Dealer matters more than brand.
I was very anxious about buying my first Toyota product in 2008, a Highlander. Had never bought an imported Toyota before. Always had bought GM and Ford products before then.
But the dealer, Hoy-Fox in El Paso, TX, made the difference between buying and not buying. Been with them ever since and bought two Tundras and a Sequoia from them since.
Excellent deals. Outstanding attention to delivery detail. And best of all……
Toyota Reliability!
I never had to go back to have any of the vehicles brought back for warranty service. Never!
Brand experience can matter. E.g., in my city, the Toyota dealers are pretty disreputable, often looking to screw their customers. The Lexus dealer a few blocks away treats its customers much better. I’m not sure if that’s because of the brand mission or because many of their customers are lawyers or people who can afford to hire a good lawyer. Probably both.
They’re a dying breed, but small-town dealerships can be great from the “don’t crap in your own back yard” standpoint. The old Chevy-Buick dealership in my mom’s hometown has linoleum floors and plastic chairs in the waiting area, but the family that owns it is honest and does right by the customers.
Last year, I took my 27-year-old Acura Integra, for which I’d paid $2500, to the Acura dealer for an oil change – it was on sale for $24.95.
I was treated as well as if I’d just paid cash for an NSX.
If you deduct the value of the free cappuccino and fresh-baked cookies I ate, the oil change cost about $10.
Yep, me and my old Lexus get treated equally well at the Lexus dealer.
You’re making me think I should take my ’95 Legend to the dealer for sh!ts and giggles. Hopefully the local Acura dealer is better than the Lexus dealer I describe below.
There is a tipping point where an older car will get you great treatment, and a 27-year-old Integra qualifies in my book.
A relative took her then 31-year-old J60 Land Cruiser into a new-to-her Toyota dealership, and they treated her like a celebrity. The dealership was in Ontario, and the Land Cruiser in question has never seen a harsh winter. The old timers at the dealership hadn’t seen a J60 in such good shape in 20+ years, and the newbies had never seen a J60 in the flesh.
Not really. I bought 4 Mazdas but I would buy Honda or Toyota if I liked their product better. Oh, I do have a Toyota.
Yes, although I agree with others that dealership experiences matter more.
For example, my dealings with the service department at the local Mazda dealership for my Miata created enough of a favorable impression that I checked out a Mazda6 there last year. Alas, the Mazda was too small and underpowered for my tastes, but I wouldn’t have bothered looking in the first place without those positive experiences with the dealership’s service drive.
Despite the many stories to the contrary (of which I’m sure most are true) my experiences with Kia have been very positive on both the sales and service sides, and that’s definitely helped foster a sense of goodwill for the brand. My dealer’s service advisors are knowledgeable and friendly, their prices for normal service are reasonable and I always get a complimentary loaner even for same-day service. Can’t ask for much more than that.
Yes and no.
My wife buys new or CPO cars still under warranty. So the reputation and the feeling we get from a dealer before purchasing make a difference because it will determine whether we want to have the warranty work (routine service or otherwise)done there or somewhere else. Sometimes, we have lived where there is no other OEM dealer/service center convenient to us.
But for me, I buy used and I shop by needs vs price. I don’t particularly care about the car brand, nor about where I buy it, as long as its in my budget, fits what I am looking for, and as long as the dealer works with me on my terms. (i.e. over the internet or phone, I show up, sign papers, and leave. No F&I guys, no games). I’m not likely to use them for service unless its a recall or a part still under the OEM warranty, as I don’t mind researching and building a relationship with a good independent shop for everything else.
No. We buy used cars exclusively and have them serviced at an independent shop.
I bought wiper inserts at the Honda dealer once; the floor was shiny!
I take my 18-year old Lexus to my city’s first Lexus dealer and they treat me extremely well, the full Lexus experience. I get a new loaner car at no charge, they even offer occasional discounts and do exactly what I want, no upselling. By contrast, I’ve been to the new Lexus dealership in town and have been treated just OK, the new store has a real smug arrogance and the sales staff are of the old school ‘lot lizard’ variety. It’s interesting to see the difference between the original store, and how the Lexus dealer experience has been retained, and the new store where things are slipping.
I truly beleive it’s all in the ownership/management of the dealer, not the brand. I’ve been to horrible Audi and VW dealers for sales and service. Yet one of our local Chevy stores is stellar across the board. Based on brand reputation this doesn’t seem to make sense. Something as simple as a service or sales manager change can increase or decrease satisfaction drastically.
It doesn’t matter to me, I can’t say I’ve ever really noticed anything either way about the atmosphere of most of the dealers I’ve been to. Of course there’s some things I hate, like when a sales person gravitates to people of a certain gender, I had both when I was looking for car and brought my girlfriend with me, some only talked to her even after I said it was going to be my car, and some were the opposite. I’m turned off by anyone patronizing or anyone too talkative (but that’s just in general). I just want to drive the car, tell me the price, if I like it I’ll take it if I don’t ill go somewhere else. Same with service. If I feel like I’ve been taken advantage of, there’s plenty of other dealers and shops to go to. I can’t remember the name or face of any of the sales people or service managers I’ve dealt with. They’re just tools you have to deal with to buy a car. But I guess the same can be said about people in general. Obstacles that have to be dealt with.
I do gravitate to Mazda though because of its status as the smallest independent brand (between the Ford and Toyota eras) and its attitude to making cars that are both fun to drive and efficient. One of the only mainstream brands who regard handling as a USP.
Depends on context.
In 2003, I purchased a 2004 Acura TSX instead of the Accord I originally wanted because dealing with the local Honda dealers was worse than gouging my eye out with a stick. (Turned out to be the right decision on product, too.)
And with other new cars I’ve selected for dealer experience within the same brand, twice paying a few bucks more to a dealer that treated me better
But when the product is more rare or selective I’ll suck it up. Case in point: my recent purchase of a used LX570 from a very, very large local Lexus dealer. A 70something friend of my mom’s who has bought a new ES every five years or so since the ES 300 came out raves about their service. And I’m sure they treat her nicely as they gouge her. But as a more informed consumer my purchase experience was not good. It took a stereotypically hardball negotiation, complete with walking out twice, to get them within 5% of the highest number for dealer retail that I could find. (Each time I walked out I got a text from the salesman within the hour offering a concession he wouldn’t offer before.) They completely ignored their own promise to source a missing OEM DVD player remote (I gave up and bought one off eBay). They documented the presale service they performed so badly that I had to have my independent mechanic verify that it was actually done (which it was… shop organization FTL.) I wouldn’t have put up with any of that, except that well-equipped, low-mile used LX570s are few and far between and theirs was possibly the best truck in the country in the price range.
I always felt a little embarrassed telling people I had a Lexus. Something about saying that word out loud bothered me. I don’t have this problem with other brands.
Brand experience matters. I had a quick and painless purchase of my Subaru, while the Infiniti service manager guy gave me some attitude about damage they caused during the airbag recall service.
I’ve had good experiences with the brand but totally agree with you on the name. My suspicion always has been that a 1980s focus group picked it because it reminded them of Alexis Colby from Dynasty.
My wife cares about brand (and image), but I don’t because I know within a given brand or make there are always a few gems and some lemons.
Dealership experience matters but not much these days. I get all my vehicles used so CarMax gets me what I need with minimal fuss. Is it the best price? Likely no, but it is an easy, no sweat transaction. For service I have an independent mechanic, RockAuto and handful of buddies that aren’t scared of getting greasy on weekends. I live in a large populated area (Miami, Ft Laud, West Palm) so I have a huge selection of dealerships and service bays to choose from. In addition I have no trouble driving several hundred miles to get what I want. For example my Z was 100 miles away in Naples and looked at Orlando and Daytona which where even further when searching for my wife’s current vehicle. Because being flexible is pretty much a requirement when looking in the use market. Thus I don’t get hung up on a given brand or dealerships “experience”.
We had a Volvo and clearly their showroom was much nicer then average. However their service department was pretty standard maybe because it was shared with a Lincoln dealership? The real problem was we spent too much time there. Having a nice facility helps ease the pain but its still not a place you want to hang out. Kind of like the doctor’s office, even the one with comfy chairs and good magazines.
Volvo and Lincoln had many things in common at one time.
Like the Mercury Sable.
About a year and a half ago I was car shopping for a new-ish family hauler and liked the Buick Enclave. Buick is NOT an American Lexus, despite what the salespeople might tell you.
That said, I liked the car since it reminded me of a newer rendition of the Roadmaster and I figured that since this is GM’s “premium” offering, that would translate into a premium dealership experience. Not so.
After taking ownership it quickly became apparent that their CPO inspection was something of a joke. Within days I discovered a rat’s nest in the engine compartment, a leaky moonroof, leaky power steering hose, in-op power rear door, in-op rear AC controls, blown rear speakers, in-op fog lights, rattles coming from worn strut bushings, and burning smells inside the cabin.
These woes continued for the better part of a year with frequent but futile trips to the service department to rectify these issues and several others that reared their ugly heads over the months that followed.
Once, I even had to pay for my own loaner car (actually a filthy Enterprise Malibu) after the dealer had initially said the broken seatbelt latches(!!!) would be covered and repaired but was then told days later that it was not part of their CPO warranty and that I would need to pay the rental costs out of pocket. WOW.
Never again, Seymour Buick of Venice. Seriously, it was so bad I have actually sworn off of GM cars after driving nothing but GM for the last 16 years.
With less than 1000 miles left on the CPO warranty, I drove the POS straight over to the local Toyota dealership and traded it in on a one year old CPO Highlander. This plebian Toyota dealership is in another league above Buick’s in terms of the amenities and service.
Good vehciles and sales people keep me coming back to Buick. It is. Ot surprising Buick is most reliable passing Toyota these days.
Looks like Seymour Buick went away with “old GM” and is now Starling Buick. I have been in half dozen Buick-GMC dealerships and have contacted 40-50 of them since 2013 asking about their used card or getting out of state quotes on new ones for me or relatives/friends and never had a problem getting a quick, and accurate answer.
im a toyota, honda, and yamaha fan. most of the dealers ive dealt with for purchase are shady regardless so i just get my parts online and do my own work.
Fraud is theft with a smile. Excepting warranty and recall items allowing the dealer to service your car is foolish and costly. Service writers and mechanics, incentivized to up-sell dubious products and services, cash in on customer trust and naiveté. Expensive cars ratchet up the scam dollar value, because the mark has the means to pay!
Saying “I drive a Tesla” is one reason I may not buy one, despite my Model 3 reservation. I don’t know if I want that label; we’ll see.
My worst dealer experience was with Honda, which coincided with the car being a lemon, so that has had a 13-year effect on my perception of the brand. Now that their cars are so ugly, it’s easy to stay away.
On the other hand, I’ve had good luck with one (not both) of the local Kia dealers – fair, courteous, and professional.
My guess is that a bad dealer experience can act as a dis-qualifier, but the same isn’t true with a positive experience. We just assume other dealer experiences are positive as well.
With respect to brand, I’ve had overwhelmingly positive experiences with non-rotary powered Mazdas. My rational mind tells me that my Mazda preference only acts as a tie-breaker. Hell, my last car purchase was a Ford. On the other hand, 3 of the 5 vehicles I’ve chosen to buy have been Mazdas. I also like Suzuki motorcycles, and of the bikes I haven’t flipped, 3 of the 7 have worn a S logo. My best guess is that brand bias manifests itself mostly as unconscious prejudices we are mostly unaware of.
The only customer service gimmick that made me happy was Carefree Maintenance. It’s nice to get dealer service and onboard diagnostic information at no additional cost, and leveraging the purchasing power of the manufacturer/dealer works out well for everyone.
For instance, Jiffy Lube knows 95% of people are going to pick conventional; therefore, that’s where their purchasing leverage lies. Also, Jiffy Lube couldn’t care less what is best for your vehicle. The manufacturer has an interest in providing good stuff, and VW was using 5W 5,000 synthetic 15 years ago, which as quite good for it’s time.
It’s too bad more service can’t be carefree like belts, tires, brake pads, etc. You have to buy extended package plans now, and without the price of the plan rolled into the MSRP, it has become a profit center for dealers.
The only other gimmick that interests me is all of the new smart apps. Unfortunately, the dealers will be GPS datalogging your vehicle and relaying information to advertisers, and I doubt they offer the raw OBD code. Anyway, customer service is dead.
I think it matters. I ‘ll not likely go to a restaurant again if my initial human interactions are poor.
We like to buy 1 year old cars /CPO cars.It seems the family owned stores always want to go the extra mile, regardless if its a premium brand /pseudo premium /high volume domestic
I remember being treated like a rock star by the local Infin. dealer for service of my g37S sedan manual because it was one of only a handful in KC. The locally owned Toyota dealer has been polite and helpful, but the service area for waiting isn’t as nice, but it’s clean, so that’s all that matters to me. Not so much at the Hendrick GM dealer for the Enclave we had for a while.I’d buy another Buick, but at a different store, so I guess in the end it doesn’t really affect my car buying.