Stevens Creek Subaru Asks You Bay Area What Went Wrong?
I've been an owner of Subaru’s for the last 5 1/2 years.
2000 2.5 RS (purchased from Steven’s creek)
2002 WRX (Santa Cruz Subaru)
2005 WRX STI (Steven's Creek as the car I wanted wasn't available anywhere else)
I'm faithful to the product. I, like most on this board are VERY knowledgeable about every Subaru related product. I too come from the group you are trying to make peace with.
Since past efforts over the last nearly 6 years haven't brought about any real reforms other than a white-washed show room, perhaps you might try dealing with SCS's issues from another angle although a bit unorthodox.
I have always fancied myself a salesman and feel I would do an outstanding job in this capacity especially if it were for a product I knew and cared about. However the pay difference always kept me where I'm at.
It's just a thought. I know my post seems outrageous however I do believe that at the very least you are going to need a core group from the community you're trying to make amends with in order to do any real good. Bringing in more salesmen types to replace other salesmen is not going to do it.
Oh and just to add this so perception is not skewed too much; The reason I would even consider doing this is so that our area could have a decent dealership. I'm tired of traveling to Ron Price... Carlsen or Santa Cruz for Service or parts. I feel it shouldn't have to be like this and so that's my only reason for even offering.
2000 2.5 RS (purchased from Steven’s creek)
2002 WRX (Santa Cruz Subaru)
2005 WRX STI (Steven's Creek as the car I wanted wasn't available anywhere else)
I'm faithful to the product. I, like most on this board are VERY knowledgeable about every Subaru related product. I too come from the group you are trying to make peace with.
Since past efforts over the last nearly 6 years haven't brought about any real reforms other than a white-washed show room, perhaps you might try dealing with SCS's issues from another angle although a bit unorthodox.
I have always fancied myself a salesman and feel I would do an outstanding job in this capacity especially if it were for a product I knew and cared about. However the pay difference always kept me where I'm at.
It's just a thought. I know my post seems outrageous however I do believe that at the very least you are going to need a core group from the community you're trying to make amends with in order to do any real good. Bringing in more salesmen types to replace other salesmen is not going to do it.
Oh and just to add this so perception is not skewed too much; The reason I would even consider doing this is so that our area could have a decent dealership. I'm tired of traveling to Ron Price... Carlsen or Santa Cruz for Service or parts. I feel it shouldn't have to be like this and so that's my only reason for even offering.
Last edited by Silky; Sep 8, 2005 at 08:58 AM.
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Originally Posted by thefreak
Let me say this, as far as helping the Suby community I don't think you will find a younger group of guys at any other dealership. We all love Subaru's that’s why we work here. We are constantly trying to get the dirt on what Subaru is doing in their labs and always trying to justify from a financial point why Subaru should bring over the models that they don't bring to us.
Tim
Originally Posted by samurai
Helping the Subaru community is having the RIGHT group of guys.. Not a young group of guys. Loving Subaru is great, but you have to reconstruct the bridge to the customers that was burned down ages ago.
Tim
Tim
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Originally Posted by Silky
I suppose that would have to depend on the group. Out with the old in with the new!!!
Tim
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Originally Posted by Bismarck
I can't tell you how many different colors and flavors of 'wrong' this is. I am positively aghast that you, Brian, can even consider absolving your salesman of ANY modicum of guilt for this incident. I wouldn't care if the customer took a dump on the showroom floor - that is NO excuse for his behavior. He's just DAMNED lucky the rest of the sales force was there to prevent the altercation from getting worse. Otherwise, you'd be up to your neck in lawsuits, and rightfully so.
Is this salesman still employed by your dealership? If so, then please stop saying things have changed at SCS, because they obviously have not. Unless you're a police officer or in the military (or other violence-oriented profession), physical violence NEVER enters into the business equation. Your salesman instigated this conflict, and yet you want to put blame on the customer for reacting negatively or with a suitably violent response?
Good luck with the propaganda campaign here. You've lost my support.
Is this salesman still employed by your dealership? If so, then please stop saying things have changed at SCS, because they obviously have not. Unless you're a police officer or in the military (or other violence-oriented profession), physical violence NEVER enters into the business equation. Your salesman instigated this conflict, and yet you want to put blame on the customer for reacting negatively or with a suitably violent response?
Good luck with the propaganda campaign here. You've lost my support.
I am very sorry that we have lost your support as you were one of the few who were actually giving us a chance.
Originally Posted by samurai
Exactly what I meant by "the RIGHT group of guys"..
Tim
Tim
After 30 you're nearly dead anyhow. JK!!!
I'm not sure if this has been address yet: But why do oil filters and gaskets cost more at your dealership than say Carlsen or Santa Cruz? I know you're in a convenient location, but it just makes me feel that you're gouging the consumer with outrageous general replacement parts.
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Originally Posted by MadLarkin
+1 for this.
As I posted earlier, I bought from you all against my better judgement and while nothing was drastically wrong, its only because I carefully read everything and didnt sign a damn thing your slimey finance manager gave me without reading it carefully. I DID deal with you personally when I bought my car, Brian and you seemed to be a decent guy. Your handaling of this thread, specifically that post has caused me to change that mind. You and your family are damned lucky that a broken door is all that happend, as you COULD have been sued, and SHOULD have had a salesman arrested.
You talk about changing things?
Then fire that ******* before even worse things come of it all. Untill then you and the dealership are still all the talk and bull**** that I and everyone else belive you to be. Hell, that wouldnt fix it entirely, but at least it would show some ***** on your part.
As I posted earlier, I bought from you all against my better judgement and while nothing was drastically wrong, its only because I carefully read everything and didnt sign a damn thing your slimey finance manager gave me without reading it carefully. I DID deal with you personally when I bought my car, Brian and you seemed to be a decent guy. Your handaling of this thread, specifically that post has caused me to change that mind. You and your family are damned lucky that a broken door is all that happend, as you COULD have been sued, and SHOULD have had a salesman arrested.
You talk about changing things?
Then fire that ******* before even worse things come of it all. Untill then you and the dealership are still all the talk and bull**** that I and everyone else belive you to be. Hell, that wouldnt fix it entirely, but at least it would show some ***** on your part.
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Originally Posted by mot
i asked you to lube my seatbelt spring or whatever it is that is making screeching noises when i pull the seatbelt down, but that was never done. anyway, nice post.
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Originally Posted by illusion
I appreciate the response, but to me it was a lot more than just the one sales person. I just felt like there was an attempt to get the better of me on every step of the purchase. From the financing guy trying to sneak 11% past me(with a 791 FICO and $10K down), to how the scratch on my brand new car was handled(giving me a loaner that was unsafe and not running well, to leaving overspray everywhere obviously a cheap job), all the way to just the general feel of how I was treated. I've bought many many cars from dealers, and this was the first time ever I felt the way I do. I've even had to deal with a problematic lemon and was overall pleased with how it was treat. Knock on wood, but I'm tickled pink my wagon has been as sound as it is, because the thought of having to deal with your dealership terrifies me.
As far as the scratch is concerned please bring it back and we will handle it. It is not us who paints the vehicles it is sent to a body shop. If they mishandled the job then we need to get it corrected. The service loaners provided to you must have been due to no other vehicles being available. We have anywhere from 5-10 loaner vehicles in our fleet. Sometimes we have them all and sometimes they are all out, but we do go out of our way to make sure that transportation is available. What they should have done was to ask you if you would have prefered a rental car.
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Originally Posted by gbmotorsports
that was the same issue I have and no one replied at Stvns dick Subaru, my front bumper got bunrt by the buffer and was promised 200 hun, PAY UP !!!
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Originally Posted by 98eclipseRS
Wow! once I saw this thread I just had to post a reply on this topic. **** I don't even own a suby, thanks in part to the aholes at stevens creek. Anyway here is my story.
July 2005,
Have aquired a new job that paid much much more money than I had been previously making and having recently been married there was more money for me to buy a new car which was nice because my eclipse was starting to wear on me. I was trying to decide between buying an STI or an EVO, being that I lived not 5 minutes from the so called "strip" of auto dealers I decided to visit both SC mitsu(which by the way was very very helpful easily the best mitsu dealership around) and SC suby. Not an hour earlier I had test driven an evo at the mitsu dealership and then headed to SC suby with the intent of buying one of the cars that day, hell I had a check for 6k sitting in my pocket for a down payment. My experience at mitsu was great and I was expecting the same from suby(which would have made me buy the sti by the way because at the time I liked them better).
Upon entering the lot to the dealership I was starred down by some "thug" of a salesman standing outside. I figured what the hell maybe he just has been having a bad day. Regardless, I went to start looking at the wrxs and stis that were sitting on the lot. -now my wife is a saleperson for volkswagon and anytime I have visited the dealership the salespeople have either initiated a conversation or aknowledged the customer to let them know when they need help within the minute of arrival- I sat looking at different cars for at least 5 minutes before I said **** it and went inside to see if someone besides the ***** standing outside would help me. Meanwhile as I am waiting the ***** standing outside sees someone in a vette roll up and imediatly takes him on a test drive in a used 04 white sti they had at the entrance to the parking lot. I see this and figure cool I will be able to test drive one as well and see which car I like better. After about 5 minutes of sitting inside looking at the different color combos of stis they had two salespeople who had been talking amungst themselves finally aknowledge my existance and ask to help me.
I tell them my situation and immediatly they try and tell me to look at a 2.5rs or a regular wrx. WEll I didn't want a wrx or I would have asked to drive one instead of looking at the different stis they had there for the last 10minutes. After telling them a couple of times that I wanted an sti not a wrx one of the sales guys told me well the sti isn't back from the testdrive why don't we drive the black wrx out there first. At this point I am getting ****ing pissed because your idiot sales people have not heard a single word I have said. My wife knowing that I go from calm to irate before you can blink, tells me jus to go on the testdrive to get a feel for the quality etc....
AT this point I could hardly care so I went on it anyway, BUT the sales guy has to give me the sales pitch bs which I don't want to hear. I go on a test drive which consited mostly of traffic and arrive back just as the sti is showing up. Immediatly the guy driving the sti bounces with his gf and the ******* who ignored me in the beggining is standing there looking like a tool that he is. The sales guy who was helping me went inside after him to get the key to take me on my test drive. He comes out and tells me my manager won't let me take you on a test drive because you are not serious. WTF, they knew I had a Cashier check for 6k and still they own't let me drive it. So I talk to the manager about why I can't drive it and he says you would have to put a downpayment on one to drive it. Well how the **** am I suposed to know if I want it if I can't drive it? The manager then for more or less tells me to **** myself and says he doesn't want me on the lot anymore. Gladly I walk out and have never returned, unfortunately for the other suby dealerships in the area who are hardworking and nice people I refuse to buy one because of this experience.
After seeing the attitude of everyone at this dealership the only way I can see it getting better is if all the employees and their famailies are tortured to death the dealership is burned to the ground and a new one is errected in a different place on stevens creek. Then and only then would I even consider buying a car from you guys. So I happily sit here today with 6k in my bank account waiting to find a deal on a used evo to buy.
July 2005,
Have aquired a new job that paid much much more money than I had been previously making and having recently been married there was more money for me to buy a new car which was nice because my eclipse was starting to wear on me. I was trying to decide between buying an STI or an EVO, being that I lived not 5 minutes from the so called "strip" of auto dealers I decided to visit both SC mitsu(which by the way was very very helpful easily the best mitsu dealership around) and SC suby. Not an hour earlier I had test driven an evo at the mitsu dealership and then headed to SC suby with the intent of buying one of the cars that day, hell I had a check for 6k sitting in my pocket for a down payment. My experience at mitsu was great and I was expecting the same from suby(which would have made me buy the sti by the way because at the time I liked them better).
Upon entering the lot to the dealership I was starred down by some "thug" of a salesman standing outside. I figured what the hell maybe he just has been having a bad day. Regardless, I went to start looking at the wrxs and stis that were sitting on the lot. -now my wife is a saleperson for volkswagon and anytime I have visited the dealership the salespeople have either initiated a conversation or aknowledged the customer to let them know when they need help within the minute of arrival- I sat looking at different cars for at least 5 minutes before I said **** it and went inside to see if someone besides the ***** standing outside would help me. Meanwhile as I am waiting the ***** standing outside sees someone in a vette roll up and imediatly takes him on a test drive in a used 04 white sti they had at the entrance to the parking lot. I see this and figure cool I will be able to test drive one as well and see which car I like better. After about 5 minutes of sitting inside looking at the different color combos of stis they had two salespeople who had been talking amungst themselves finally aknowledge my existance and ask to help me.
I tell them my situation and immediatly they try and tell me to look at a 2.5rs or a regular wrx. WEll I didn't want a wrx or I would have asked to drive one instead of looking at the different stis they had there for the last 10minutes. After telling them a couple of times that I wanted an sti not a wrx one of the sales guys told me well the sti isn't back from the testdrive why don't we drive the black wrx out there first. At this point I am getting ****ing pissed because your idiot sales people have not heard a single word I have said. My wife knowing that I go from calm to irate before you can blink, tells me jus to go on the testdrive to get a feel for the quality etc....
AT this point I could hardly care so I went on it anyway, BUT the sales guy has to give me the sales pitch bs which I don't want to hear. I go on a test drive which consited mostly of traffic and arrive back just as the sti is showing up. Immediatly the guy driving the sti bounces with his gf and the ******* who ignored me in the beggining is standing there looking like a tool that he is. The sales guy who was helping me went inside after him to get the key to take me on my test drive. He comes out and tells me my manager won't let me take you on a test drive because you are not serious. WTF, they knew I had a Cashier check for 6k and still they own't let me drive it. So I talk to the manager about why I can't drive it and he says you would have to put a downpayment on one to drive it. Well how the **** am I suposed to know if I want it if I can't drive it? The manager then for more or less tells me to **** myself and says he doesn't want me on the lot anymore. Gladly I walk out and have never returned, unfortunately for the other suby dealerships in the area who are hardworking and nice people I refuse to buy one because of this experience.
After seeing the attitude of everyone at this dealership the only way I can see it getting better is if all the employees and their famailies are tortured to death the dealership is burned to the ground and a new one is errected in a different place on stevens creek. Then and only then would I even consider buying a car from you guys. So I happily sit here today with 6k in my bank account waiting to find a deal on a used evo to buy.
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Originally Posted by mikkyo
They are still lying and playing games.
Friend takes car in for scheduled service a few weeks ago, is told he has a leak that needs fixing, but he needs to set up an appointment later so they have time to get the part.
Calls a couple weeks later to see if the part is in yet, nope not yet.
Calls again a week later, nope don't have part.
He gets the part number from the tech, and calls their *own* parts desk and inquires about stock of the part.
Yeah they got 'em.
Hmmmmmmm
The sad part is we don't know if the tech was just a complete idiot(idiots make good high-performance mechanics), or which was the lie, the leak(I haven't had a chance to check yet), the tech about the part, or the parts dept.
Now why would the tech want to make the customer wait for service when the parts are readily available in house?
Friend takes car in for scheduled service a few weeks ago, is told he has a leak that needs fixing, but he needs to set up an appointment later so they have time to get the part.
Calls a couple weeks later to see if the part is in yet, nope not yet.
Calls again a week later, nope don't have part.
He gets the part number from the tech, and calls their *own* parts desk and inquires about stock of the part.
Yeah they got 'em.
Hmmmmmmm
The sad part is we don't know if the tech was just a complete idiot(idiots make good high-performance mechanics), or which was the lie, the leak(I haven't had a chance to check yet), the tech about the part, or the parts dept.
Now why would the tech want to make the customer wait for service when the parts are readily available in house?
The service writer writes up an estimate (requesting parts quote from us), and gives it to the customer for approval. Once approval is given, the service writer gives us the okay to special order the parts in question. This is done in the form of verbal request.
The parts dept. orders the parts. The parts, unless backordered or unavailable, take 2-5 business days to come to the shop. Normally, most parts take 2 business days, but if it's coming from one of the non-facing depots, i.e. New Jersey, it could take as many as 5 business days.
The parts dept. has two copies of the special order form. Once the part comes in, gets checked into inventory, it gets tagged with one copy of the order form. The other copy gets taken over to the service dept., where it gets handed to the service writer who requested the part. What they do with that special order copy is a mystery. They're supposed to call the customer and tell them that the parts are in, and schedule an appointment.