Good business or bad business?

[RedCanuck]

I'm having a little argument with my family here and I thought I'd turn to others for opinion.

Last fall, I bought a new Chevy Cobalt after leasing three other Chevy products (don't get me started on the GMAC lease return). I shopped at three different dealers within 20 minutes of me and picked one that had good hours, etc. Anyway, I had a great experience. I was pleased with the salespeople - they were polite, everything was as they said it was, etc. The dealership got a great review on their surveys.

Yesterday, I got a call on my answering machine from them stating it's probably almost time for my first service and they've tentatively booked me in for an appointment on Monday at 10 a.m. If that's inconvenient, call them, they say.

Is that considerate or presumptuous of them?

 

[HC]

Assuming that the servicing is free (I don't lease) I think it's good customer service.

 

[RedCanuck]

From what I understand (and it's not a lease either, it's a purchase), it is not free.

 

[HC]

From what I understand (and it's not a lease either, it's a purchase), it is not free.

Then it's a marketing ploy. I think it's good to remind people of things like this, like my dentist reminding me of an upcoming check up, etc. but scheduling it is a bit much.

 

[Boom_70]

Does seem a little aggressive to actually set up an appointment. I have Onstar on my truck and get a monthly E-mail highlighting various things that might require attention such as tire pressure, Oil usage, ect. Also alerted to when it is time for Oil change.

I find it helpful because its passive. I would not want a call alerting me to appointment.

I'm sure it's something you can have them stop.

One other thought - perhaps first service is a free follow up. Maybe you should just play dumb when the bill arrives and tell them you thought is was free.

 

[Ace]

I think it's bad business.

It would be one thing if they called to remind you of service and said they will hold a spot for your if you can bring the car in Monday morning.

But to schedule a 10 a.m. (?) appointment and act like you have to call to cancel would annoy me.

Of course, I would not call them to cancel.

 

[Sea Bass]

I don't necessarily think it's good customer service. Like with 99% of auto dealers, your money - and not your satisfaction - is their primary concern.

As has been said, as long as you're not on the hook for a missed appointment, I think it might be a tad aggressive, but not offensive. I guess you could say it's good business, as my guess is the number of people who go along with this would outweigh the number of people who would get bent out of shape.

 

[RedCanuck]

I thought it was too aggressive and my parents thought it was courteous, so I almost wonder if it was a generational thing. I e-mailed the dealer himself and told him I would not be there Monday (it didn't fit into my schedule anyway), and asked him to consider changing the practice. Told him I was more than happy with his sales people and that perhaps their service could learn from them. And yes, I think the reminder call would have been fine.

 

[JR]

I thought it was too aggressive and my parents thought it was courteous, so I almost wonder if it was a generational thing. I e-mailed the dealer himself and told him I would not be there Monday (it didn't fit into my schedule anyway), and asked him to consider changing the practice. Told him I was more than happy with his sales people and that perhaps their service could learn from them. And yes, I think the reminder call would have been fine.

Hey, I'm probably older than your parents and I agree with you.

If this is a oil change thing, I thought as long as you had it done and kept receipts, etc, it didn't invalidate your warranty.

 

[txsportsscribe]

i don't see the problem. it's not like they're going to charge you if you don't show up or call back. it's simply a marketing tool that i think you're reading too much into.

 

[Buck]

I'd burn that place down.

 

[Dyno]

Bad business. Very presumptuous. Nothing wrong with a call letting you know it's time for service and saying when they have availability, but scheduling you? Wrong.

 

[playthrough]

I think it's only aggressive if they make the appointment and actually make you pay or hold you liable for the cost whether you want it or not.

Agree. They probably tell 20 people that they've made 10 a.m. appointments, hoping maybe four show up. Then hope the others call back and reschedule.

It's a little obnoxious, but I wouldn't call it evil.

 

[JR]

Bad business. Very presumptuous. Nothing wrong with a call letting you know it's time for service and saying when they have availability, but scheduling you? Wrong.

Bingo.