I bought a new Camry. The experience wasn’t perfect by any means, but overall the purchase was ok.
At 6,000 miles I got a rock chip. I called to get it repaired and the glass company I called cracked the glass. The glass company ordered a new piece of glass and installed it. After the install, the collision system lights came on. So I drove to the dealership and told them exactly what happened. They took my car back and I waited. After 15 minutes they come to me and tell me “it’s an aftermarket piece and due to liability they will not reset the light/collision system.” Instead, they treat me like an idiot and told me “I shouldn’t have had a piece of aftermarket glass installed.” Well excuse me for not knowing.
So they present me with a quote for $1400 to have the old glass taken out and the new glass installed. I asked why it was so high because they quoted me $600 to do the glass before. They explain that because I took it to an aftermarket place, they don’t know who good of a job they did so they need to replace moulding and sensors. Again, making me feel like I did something wrong. I left, I will never go back. It was repaired today by another Toyota dealership. The total bill was $718. Half of what they gave me.
Being in customer service for 30 years, they had two options.
1. Treat me like an idiot and talk to me like I created the problem. (Exactly what they did).
2. Become my “partner” by treating me like a valued customer (after all, I spent 30k on a car 90 days earlier), and help me, guide me, and provide me with a solution....gently. (They failed here 100%.)
Carl Sewell wrote a book called customers for life. He’s an extremely successful car dealership owner in Texas. It says selling the car is the first step and not the most profitable one, the profit comes from treating your customers well and getting them to come back again, and again, and again. I customers worth is far greater than the car they purchased. I suggest highly you have the customer facing associates read this book.
For me, you failed. I will share my experiences because it wasn’t pleasant and I want no one else to go through what I did. Sorry I didn’t know an aftermarket windshield provided by a national glass company was such a “bad thing”. My car is fixed by another Toyota dealer. They earned my business, you lost it.