JD Power Customer Service Ratings 2015

C5SilverBullet · 03-23-2015, 11:47am

Fiat/Chrysler taking a pounding.

C5SilverBullet · 03-23-2015, 11:48am

MrPeabody · 03-23-2015, 11:50am

What surprises me is the narrow numerical spread between first and last. Or is that typical?

C5SilverBullet · 03-23-2015, 11:51am

Quote:

Originally Posted by MrPeabody

What surprises me is the narrow numerical spread between first and last. Or is that typical?

Typical.

Y2Kvert4me · 03-23-2015, 12:17pm

The best service one can receive is to not need any....So it seems a score of 0 would be perfect.

Oh wait, that's for 3 years...Everyone must have their battery changed by then.

C5SilverBullet · 03-23-2015, 1:44pm

Quote:

Originally Posted by Y2Kvert4me

The best service one can receive is to not need any....So it seems a score of 0 would be perfect.

Oh wait, that's for 3 years...Everyone must have their battery changed by then.

That would include oil change services, etc.

DAB · 03-23-2015, 2:55pm

when i bought my new truck about 2 years ago, it was not a cheap transaction. but what got me was the lazy way the dealer did the sales presentation:

scratching numbers on the back of a sheet of paper. finance guys shows up, to sell me extended warranty options, again, draws it out on paper by hand, not even neatly. you couldn't have something printed up, and fill in the numbers for the specific truck?

we get all done, and they hand me the papers folded up in a business envelope. not a nice folder with the dealer/brand name on it. they could learn a lot from Apple on product packaging.

MrPeabody · 03-23-2015, 2:58pm

Quote:

Originally Posted by DAB

when i bought my new truck about 2 years ago, it was not a cheap transaction. but what got me was the lazy way the dealer did the sales presentation:

scratching numbers on the back of a sheet of paper. finance guys shows up, to sell me extended warranty options, again, draws it out on paper by hand, not even neatly. you couldn't have something printed up, and fill in the numbers for the specific truck?

we get all done, and they hand me the papers folded up in a business envelope. not a nice folder with the dealer/brand name on it. they could learn a lot from Apple on product packaging.

Did they write all the numbers with a big green Sharpie? There's actually a strategy to that, you know. Next time you go to buy a car, take a red Sharpie with you and have some fun.

C5SilverBullet · 03-23-2015, 3:02pm

Quote:

Originally Posted by MrPeabody

Did they write all the numbers with a big green Sharpie? There's actually a strategy to that, you know. Next time you go to buy a car, take a red Sharpie with you and have some fun.

They should have used blue, green is a turn off.

C5SilverBullet · 03-23-2015, 3:03pm

Quote:

Originally Posted by DAB

when i bought my new truck about 2 years ago, it was not a cheap transaction. but what got me was the lazy way the dealer did the sales presentation:

scratching numbers on the back of a sheet of paper. finance guys shows up, to sell me extended warranty options, again, draws it out on paper by hand, not even neatly. you couldn't have something printed up, and fill in the numbers for the specific truck?

we get all done, and they hand me the papers folded up in a business envelope. not a nice folder with the dealer/brand name on it. they could learn a lot from Apple on product packaging.

That style is now considered old school, we do everything in the computer now. Even the finance office is 98% paperless now, only copies and title app are done on paper. Everything is done on a huge docupad.

Like this:

Bill · 03-23-2015, 3:21pm

Quote:

Originally Posted by C5SilverBullet

That style is now considered old school, we do everything in the computer now. Even the finance office is 98% paperless now, only copies and title app are done on paper. Everything is done on a huge docupad.

Like this:

When my ex g/f bought her Ford, she agreed on a price, indicated to the F&I guy she didn't want any mop-n-glo, warranty, etc. and then he printed up the sales form, went over the price, TT&L, and "doc fee" AKA pack. Same with the loan document, it was pre printed. I checked the math, she signed, and voila, it was done. Pretty hassle free, although I think most of the hassle comes in negotiating the vehicle price, and in this case, the car was last year's model and listed on e-bay, so the dealer set the price.

lspencer534 · 03-23-2015, 3:21pm

Quote:

Originally Posted by C5SilverBullet

Jaguar is #1...again.

C5SilverBullet · 03-23-2015, 3:22pm

Quote:

Originally Posted by lspencer534

Jaguar is #1...again.

Surprising what they've become without Ford.

MrPeabody · 03-23-2015, 3:33pm

Quote:

Originally Posted by C5SilverBullet

They should have used blue, green is a turn off.

Nope, green means GO!

MrPeabody · 03-23-2015, 3:39pm

Quote:

Originally Posted by C5SilverBullet

That style is now considered old school, we do everything in the computer now. Even the finance office is 98% paperless now, only copies and title app are done on paper. Everything is done on a huge docupad.

Like this:

Yes, thankfully it is old school, but there are still some places using it. It goes along with no calculators anywhere on the desk, no clocks in the showroom, etc.

I remember in 2001 at the Chevrolet dealer, I had a customer walk up to me on the lot and before I could greet him and shake his hand, he handed me a copy of the invoice on the car he was standing next to. He got it from the internet. No one there had ever seen that and it scared the shit out of everyone. He bought the car for $500 above invoice, which was not that uncommon anyway. Him having the invoice really just sped up the process as far as I was concerned. Most new car sales turned out to be a $200 mini anyway, I didn't need to spend hours going back and forth to the desk to get there.