Stevens Creek Subaru Asks You Bay Area What Went Wrong?
09-08-2005, 12:52 PM
#406
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Originally Posted by brucelee
You're 100% correct. Fine, lets say we put trust in you, and you plan on doing something about the problem, I know for a damn FACT that your bastard *** sales people wont do a god damn thing about any of it. You have no idea how much hatred I have for your crew. GRRRRR.
Also, this isnt a real big deal, but I was in need of an oil filter, and your dealership being so close by, I figured how bad can the parts counter be?
I ask for an oil filter, just an oil filter... $16. I was like
Well, I pay for it... look at my reciept, and guess what? They charged me $2 for a crush washer that I didnt even f'ing want! I was already on the road, and I didnt want to go back and deal with your crappy *** dealership again, so I just sucked it up.
Okay, what part of "oil filter only" dont you f'ing understand? Was it the part where I said "Only an oil filter", or was it the part where I said "No, only an oil filter"? GRRRR. I guess it was my fault for being in a hurry and not looking at my reciept.
God damn you!
Also, this isnt a real big deal, but I was in need of an oil filter, and your dealership being so close by, I figured how bad can the parts counter be?
I ask for an oil filter, just an oil filter... $16. I was like
Well, I pay for it... look at my reciept, and guess what? They charged me $2 for a crush washer that I didnt even f'ing want! I was already on the road, and I didnt want to go back and deal with your crappy *** dealership again, so I just sucked it up.
Okay, what part of "oil filter only" dont you f'ing understand? Was it the part where I said "Only an oil filter", or was it the part where I said "No, only an oil filter"? GRRRR. I guess it was my fault for being in a hurry and not looking at my reciept.
God damn you!
09-08-2005, 01:08 PM
#407
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Originally Posted by Silky
Ok we've complained quite a bit. Post reasonable fixes and let's see how they do.
Fix the following
Your prices (too high)
-You will never gouge again. You will offer only MSRP; NEVER to exceed, and you will be like every other dealer in the bay area open to the reasonable offer of $500 over invoice that we are accustomed to and WILL get (if not from you then from another dealer) This deal is not to be haggled about for 1-2 hours, if they are knowledgeable to know the cost and the numbers then give them the deal, save them and yourself the headache (This is how Santa Cruz Subaru operates BTW so don’t think it ludicrous)
-This also applies to parts
-This also applies to labor
Sales tactics
-Get rid of your current staff and hire professionals (not professional slime bags)
-The salesmen are to approach a customer in a respectful manner to see if they can offer assistance. If assistance declined they back off until approached again. If assistance is accepted have your staff knowledgeable about the product. Just saying that it's fast or that it has awd is not enough and that's been about the extent of your sales staff's knowledge.
-Do not have the 3 levels of terror
1. Salesmen – Immediately trying to get a down payment or sign something
2.Sales manager – Trying to grille you
3. Finance **** – Trying to add another 10k of unnecessary crap to your loan
And by trying I mean putting you in the hot seat and making you feel uncomfortable in any way. I know business is business and you can ask but if declined back off.
If a person wants a deal and is ready to sign get them out of there in 1 hour tops and bring them a soda or coffee to make their wait comfortable. Also make sure the car is completely detailed and gas is filled up during this time. Not afterward.
Anyone else?
Fix the following
Your prices (too high)
-You will never gouge again. You will offer only MSRP; NEVER to exceed, and you will be like every other dealer in the bay area open to the reasonable offer of $500 over invoice that we are accustomed to and WILL get (if not from you then from another dealer) This deal is not to be haggled about for 1-2 hours, if they are knowledgeable to know the cost and the numbers then give them the deal, save them and yourself the headache (This is how Santa Cruz Subaru operates BTW so don’t think it ludicrous)
-This also applies to parts
-This also applies to labor
Sales tactics
-Get rid of your current staff and hire professionals (not professional slime bags)
-The salesmen are to approach a customer in a respectful manner to see if they can offer assistance. If assistance declined they back off until approached again. If assistance is accepted have your staff knowledgeable about the product. Just saying that it's fast or that it has awd is not enough and that's been about the extent of your sales staff's knowledge.
-Do not have the 3 levels of terror
1. Salesmen – Immediately trying to get a down payment or sign something
2.Sales manager – Trying to grille you
3. Finance **** – Trying to add another 10k of unnecessary crap to your loan
And by trying I mean putting you in the hot seat and making you feel uncomfortable in any way. I know business is business and you can ask but if declined back off.
If a person wants a deal and is ready to sign get them out of there in 1 hour tops and bring them a soda or coffee to make their wait comfortable. Also make sure the car is completely detailed and gas is filled up during this time. Not afterward.
Anyone else?
Once again thank you for your input. Its nice to have actual suggestions instead of just the flames...
09-08-2005, 01:30 PM
#408
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Originally Posted by HellaDumb
Well, the informed have most likely stopped going to this dealership, but the informed were never the target audience. They still profit from all the 18 year old kids they can manipulate and steal from.
09-08-2005, 01:36 PM
#409
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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???
The good part is that no one cares, as any lying to the customer is enough to warrant no business from the customer, and all his dozens of Subaru-owning friends and family.
SCS doesn't need an HR Specialist, they need a serious dose of ethics.
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 good part is that no one cares, as any lying to the customer is enough to warrant no business from the customer, and all his dozens of Subaru-owning friends and family.
SCS doesn't need an HR Specialist, they need a serious dose of ethics.
How recent was this? Who was your contact?
09-08-2005, 01:54 PM
#410
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Originally Posted by Silky
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.
09-08-2005, 02:10 PM
#411
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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
09-08-2005, 02:18 PM
#412
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Originally Posted by ish
Just kind of curious, what kind of training do you give your new salespeople?
09-08-2005, 02:22 PM
#413
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Originally Posted by Onizuka
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.
09-08-2005, 03:13 PM
#415
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Originally Posted by thefreak
Can someone supply me with some reciepts from these stores? If we are out of wack then we will lower the price. I talk to the parts rep all the time (Larry is a great guy if anyone doesn't know already) and he gives me the scoop of what everyone else is charging.
The only reason I've never bought a filter from Steven's Creek is when I've called and ask for a price quote on filters, they give me an outrageous price. It's always higher than any other dealerships that are around.
Try calling Carlsen, Santa Cruz, even Ron Price, I can guarantee that they will quote you a lower price than what your dealership's parts department quotes regular consumers for standard maintenance parts.
09-08-2005, 03:15 PM
#416
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Originally Posted by Scott@S-Squared
I for one applaud thefreak for trying to clean up Stevens Creek
Of the visits I've been to there in the past, each time I left, I had a worse impression of the whole Steven's Creek Dealerships all together.
09-08-2005, 11:12 PM
#417
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This thread was brought to my attention at clubwrx. Well anyways, here's my horror story of Stevens Creek Subaru. My friend and I wen't in around May of this year to buy an 05 STi, we were ready and wanted one that day. You jerkoffs first offered him 1800 bucks for a 1993 300zx TT. THEN you marked the STi up 8 ****ing grand over invoice. You guys are nothing but thieves. I hope that dealership burns down and your homeless. 8 grand over invoice? We called Livermore Subaru and they offered us 200 BUCKS over invoice. **** you *******s, I will NEVER buy a car from you guys, EVER. **** you.
09-09-2005, 10:59 AM
#418
Originally Posted by thefreak
I don't understand how I miss-handled that post? I have said repeatedly we were at fault. I do appreciate the fact that your initial impression of me was that I was a "decent guy".
" I have read this post and know about this incident. Lets just say both parties were at fault."
Yes, while also trying to shift it onto the other party involved.
Dont even try.
Did the customer in question attempt to physically harm you? Short of that, I there is NO accounting for the actions of your staff. If you were so concerned with the destruction of your property, why didnt you call the police? You were in the final stages of selling this person a car, you obviously had his information.
Oh, wait....its because you were at fault.
As I mentioned, you are *lucky* that all that you incurred was a broken door. Rude or not, your salesman effectively STOLE property. Oh, he also attempted to ****ing ASSULT A CUSTOMER! Between those two, as I mentioned I am amazed that A) No one is in the hospitale. With *some* members of this board, hell even the general public a fight *would* have happend. Regardless of a rude customer, your salesman escelated things.
Brian, question time for you.
Your at a buisness, and for what ever reason they effectively STEAL your car. When you request for your property back in whatever way(And I promise you, even being as calm and rational as I am, I would be bloody heated by this point, go figure) the worker in question THREATENS and they trys to assult you, the customer.
What would you do, Brian?
Or rather, in retrospect what you would rather have happen to you and your buisness. An arrest, the embarassment of it, and likely a lawsuit, or a broken door? Hell, look me in the eye and tell me you wouldnt do something like slam a door after something like that happend to you.
Originally Posted by thefreak
In the end we were the biggest losers of this whole ordeal, because one we lost a sale. Two, we now have to deal with the embarrasment of this ordeal here online. Lastly the "little slam" resulted in a broken door that has yet to be fixed...(it wasn't a little slam).
Obviously there are two sides to every disagreement, but in the end we were way out of line for getting upset at your friends. Period. No matter how rude Jake was, or how badly the door was damaged.
Obviously there are two sides to every disagreement, but in the end we were way out of line for getting upset at your friends. Period. No matter how rude Jake was, or how badly the door was damaged.
You *get upset* when I get schedualed for a crappy shift at work, you "get upset" when someone snags the last beer. Threats, attempts at violence, and theft fall so far out of bounds from "getting upset" that I am shocked you would try to spin it as such.
Really though, at this point.....Just quit wasting your time here. Im sure you came with good intentions or something, but what it would take to make your dealership credible in the eyes of the community are obviously far past what you are willing/able to put into effect.
EDIT:
I also wanted to point out that your "Numerous admissions" came ONLY after people jumped on you for your original post. Your first response WAS shifting the blame, and only after things started to backlash, you tried to nobly step up and take the blame.
Just one more EDIT: Upon re-reading the original post that started this....Your Sales MANAGER was the one involved in this? And he SHOVED customers out the door? Seriously, why hasnt this man been fired? Seriously, this isnt a "let it slide" kind of moment.
Im going to take a random guess and say that this is an "Isolated incident" with this guy(not that it matters), and that *gasp* he is related to you, or is he just a stuning example of the helpful, courteous, and polite staff you have brought in since things changed?
Last edited by MadLarkin; 09-09-2005 at 03:03 PM.
09-09-2005, 11:24 AM
#419
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Originally Posted by thefreak
Well that and people just flat out getting treated poorly which we have for the most part corrected.
