Collaboration is better than confrontation, right?

[Lightspeed]

As long as you guys know the limit and things don't get out of hand

[Tifosi]

Hello,

 

I'm very curious if you not working for CA or C&C, why r u "ONZ" to discuss this here???

 

Why you need us to help you to help or service us better???

[Tifosi]

BTW,, you very free har??? So free to help C&C and CA...........

[Ngage]

BTW,, you very free har??? So free to help C&C and CA...........

 

Hi Tifosi,

 

I am just another Vw,skoda fan, It hurts me to see both owner and agent have their differences unsolved, I have talk to the front line guys and in return they agree to see if there another way they can help to settle the differences. yes I have my own life and I am not alway So free....And that I am sorry that I skiped answering your 1st post and answered the 2nd.

 

with this I would like to point out that I will no longer answer open post, please pm if necessary.

 

Thank you and regards

 

Ngage

Edited May 18, 2005 by Ngage

[Sunrise]

In an ideal world, the customer is king. product sellers shld be dying to get customer feedback to improve and gain a competitive edge. here in SG, a bit different, coz pple are chasing after cars, not the other way round (or so it seems to some dealers).

 

just by sharing ideas and personal experiences, the internet communities have grown to be a force. Even TP acknowledged that they clarified the use of hp bec of feedback in the internet.

 

however, bear in mind that complaints in the forum are one-sided. there is always two sides to a coin n we do not usually hear the dealers' story. moreover, those who received good service would keep quiet mostly. So complaints aired in the forum must be understand as such - they are from buyers who had particular problems with a marque n the problems are not solved to their satisfaction. The key is whether there is a pattern which points to something deeper n systematic.

 

btw, the service manager of another continental marque and his staff has actually attended a few meetup sessions with forum members to talk face to face. Of course not everything is resolved but at least they are there in person. So what is proposed here is no big deal, and the overall message and intention is not clear.

[Apollo]

sorry, there's one point tat you should consider. he say no meetup, pte him the details, and he will sort out with the distributor.

 

u wanna private me ur PIN number and leave ur ATM card at some busstop so i can check for u if ur card account is in order?

-------

 

go figure.

[Acemundo]

just curious, which conti marque is that?

 

keke..it will definitely persuade me to buy their car in the future

[Sunrise]

it's the good o humble peugeot.

 

after attending a few sessions, he promised to see to the problems. Though he does not come anymore, a line of direct communication has been opened.

[Apollo]

actually what Ngage said, I've done it for 2 car clubs n is doing for another. no big deal, except I was there in the meetup. logic of any biz is u cannot fax a handshake. the agent r serious abt changes. but sorry lah, i dun drive VW/ skoda.. not interested to get too involved... muahahahaha.

 

for pple clueless abt customer service, BM actually train it's staff and all lexus customers r greeting by their casual name (with a smile) by all staff. u dun get "eh", "mister" or "aunty" being thrown at u. staff r trained to explain to the customer abt servicing and make sure they feel comfortable.

 

at HP, the service center has BB internet, tat allows up to 4 customers to go online and free flow of drinks + some titbits for breakfast. hard act to beat. again, customer service address u by ur name.

[Acemundo]

haha....so which clubs meetup u seen these?

 

i do know what's good service. but i find it very lacking in singapore that why kind of surprised to read this.

[Acemundo]

hehe..wow, that's the same distributor as my Focus.....and they are taking blardy long time to investigate and answer me

[Apollo]

Boss, the meetup in their office lah. not at the cafe like Mr Bean or McDonald. PPle still running biz. Anyway, i also concern abt what members say, at 1st meetup we should b more polite. Problems there will always have, n new problems will crop up. if the problem so serious, car cannot move liaoz, already in the workshop bah. Initial meetup at high level is to establish contact and later a communication chain so every1 can hv dialogue without gg to the top.

----

If u hv time, i suggest u drop by leng kee and test out the legacy or Sti. see how their sales team operate. One of the best if not the best around.

[Hitman]

Thats interesting .... cause Mazda has long got a Mr Phillip (from Mazda Motors) online to address whatever unhappiness from Mazda owners via the Mazda Club website.

 

I think its not a matter of forumers being troublemakers, its whether the car agents / dealers / distributors (who by what you write already know of our presence online) are willing to step up and "face the music". Many car agents / dealers / distributors unfortunately run and hide behind their desks.

 

I think more car agents should take the example of Mr Phillip from Mazda Motors. He "faces the music" on this product, although through no fault of his own, I mean ... he didnt make the cars. Whatever he can do to help may also be minimal ... he doesnt OWN Mazda Corporation, but he is willing to be out there in the fray and calm and assist Mazda owners on all their unhappiness (if any) with the model.

 

Singaporeans are a funny bunch of people. I think car dealers already know this ... we buy a S$80 000 car and expect S$80 000 worth of luxuries. Unfortunately , the car is truely worth only about S$30 000 in other markets around the region. We are being sold S$30 000 standards at S$80 000 price tags , forgetting that its because of COE and ARF and what have you that is a major contributing factor.

 

We expec POWER and at the same time GOOD Fuel Economy .... we expect nice INTERIOR Trimmings with no plastics ... we expect a car that is good in road handling but softer suspension.

 

I think a dealer needs to be out there to address this issues and educate the customer. With cars being cheaper these days, you get loads of 1st time buyers ... who cannot understand why their S$60K or S$80K car is so sub-standard.

 

Forumers are not trouble makers .... they are just addressing their unhappiness or concerns only.

 

But I agree with you .... we should work together. Confrontations never work ... my SA and me have got an excellent relationship. So much so .... I kinda get priviliged treatment at Mazda Motors, because I know what he can do and what he cant. I know he is trying to make a living .... and is probably trying his very best to please me. So in return, I try to compromise and not be unreasonable in my requests.

[Hitman]

btw, the service manager of another continental marque and his staff has actually attended a few meetup sessions with forum members to talk face to face. Of course not everything is resolved but at least they are there in person.

 

Thats what I call CUSTOMER SERVICE EXCELLENCE

[Hitman]

errh, actually ur way of collating info also doesn't mean that your side of the story is correct. who in the right sense would admit their fault until being pushed into the corner.

 

for your info, i just had an experience with another AD recently and the same thing he pushed away all responsibility until being a while later he came back to ask me to abt my tyres as another customer got a similar complain.

 

but of course, like i say, i do also recognise the people making complaints could also be one sided or overzealous or twist part of the story to suit themselves.

 

what i like is that if you AD is able to answer point by point, it will be very helpful.

You got the wrong tyres on your car after a servicing ??

[Acemundo]

hee..ok lah, means i misunderstood u initially.

 

well, its good to establish the channels. u know the frustration of some of the car owners? SA that can't help solve the problem. Higher level staff not reachable.

 

acherlee i have went leng kee motorimage like 4 years ago.....keke........didn't appear to me to be different then. hehe....subaru ubi is right below me now

Edited May 18, 2005 by Acemundo

[Acemundo]

yeah, and still waiting for them to reply me.

 

this morning i told the SA to check with the workshop manager the outcome of the investigation.

[Hitman]

Hi Acemundo,

 

While I fully agree with you on you points and view, but We here will like to point out that we are trying to fix the problem at the best of our end and not with buts and just lips service.

 

we would further wish to point out that we are not trying to shift blames but rather we want to correct any wrong that have been overlooked...

 

For starters, we can try to help on the log side i.e did you have a part that after ordering for a fews mth it did not surfaces? or is there something we can do to service you better? you are unhappy with some repairs carry out, is there something that we can work out?

 

Do note that this is a uphill job, and we are asking nothing from your end, but your help and kind undestanding in this issue...

 

Thank you and regards

 

Ngage

 

I can understand you well.

 

I have heard customers being unreasonable and I find it thrashy. Sometimes customers are the wildest creatures, especially singaporean drivers.

 

But your stance is a good start .... dun shift blames, lets work it out.

 

I know its tough having to go through it with the many customers that you have, but I am sure it will do the distributor a lot of good