All Car Companies Need To Do Much More of THIS to Survive!
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- Опубликовано: 26 фев 2024
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Bronco did this with my 2020 order. It was stretched out over time for the lockdowns, but they sent a manufacturing photo from the factory, a bronco flag, a bronco poster, bronco hammock, and had vin tracking with a window sticker. Very cool experience!!
Name me an American manufacturer that does ANYTHING beyond the absolute bare minimum and I'll start singing Hallelujah.
You don't know the words to the Handel's Hallelujah Chorus.
@@jimjones-pz1tt and?
Name an American manufacturer that actually makes a reliable vehicle.
Well I can tell you that I have an American car (a GM product) and my customer service experience with them has been fantastic. Meanwhile, my customer service experience with my Toyota leaves alot to be desired to the point that I don't plan on going for another Toyota when its time to sell mine.
Tesla…
Cue the music!
Cheaper more reliable vehicles is what people really want….
That’s what people always say yet Nissan Sentra is not flying off the shelves
@@TFLnow rav4s, Corollas, CRV…
@@TFLnow that is exactly my point lol. Sentra isn’t reliable. People want cars that are cheaper and more reliable. This isn’t rocket science.
@@Redhawk24if Nissan got rid of that dreaded CVT it would be a good car.
@@Jackmerius_Tacktheretrix exactly
Thank you so much for doing this show. The problem is not only ordering a car but also the servicing a car. There are a lot of really bad dealers with horrific service departments. The sad things is they do not care anymore.
When I bought my new F150 and the door was sticking, the dealership said they couldn’t fix it and I had to go somewhere else. I understand they didn’t have the ability to fix it but they should have taken it for me. When I got that post purchase survey and rated them fairly everyone in service cried to me because they didn’t get their bonus that month because of me. They always say they must score perfectly on those surveys no matter what, and pressure you. After my talk with them, listening to them complain, I regretted my survey score. I wished that I could have gone back and rated them lower.
When my buddy ordered his last F150 back in 2021 - they lost it in transit from the factory for 3 MONTHS. The moment he threatened to cancel the order it magically appeared at the dealership.
So there's a dealership that got a free staff lunch runabout for an extra 3 months, or at bare minimum a floor model to make them look good.
Stealerships are universally criminal and need to be outlawed.
I bought a RAM 1500 in 2022. It was a custom build. The manufacturer kept in touch with me, through email, text and website, throughout the entire build, transfer and delivery. Porsche service for a RAM. Not all companies are the same. But RAM stepped up.
Excellent video. Customer service is severely lacking in a lot of industries. Keep the great videos coming 👍
I got the same treatment when I ordered my Maverick. I got five calls from the “salesman” within an hour of the truck arriving and when I could actually answer the phone (I was teaching), I was told by the “salesman” that I am a hard person to get ahold of….
At least they called. Some people who ordered Mavericks had the dealership sell them out from under them.
He needed his commission.
In the pre-British Leyland, pre Leyland Motor Sales days, the old Rover Motor Company of North America, with offices on Lexington Avenue in New York City, and Shaw Road in South San Francisco, had employees who ran "Customer Relations" departments. A lady by the name of Edith Downs worked out of Shaw Road in South San Francisco, and another lady, whose name slips my mind, ran the office in New York City. (Gertrude I. McWilliams frequently stood in for the customer relations lady in NYC.) These three women were top-notch individuals. I credit them more than anyone else with the love affair I had with Rover products that lasted from 1964 to 1987. When Rover became just one of many divisions of British Leyland (known later as simply "B.L.", superior customer relations died. It wasn't long after that, in my opinion, that Rover/Land Rover's product quality became a thing of the past. Andrew "Andy" McKane IV, Maunaloa, Molokai, Hawaii.
Ordered a Ford. Maverick on Sept 2022, The dealer sent me the VIN, I tracked it from pre production, to shipping to tbe dealer. Delivered in Feb 2023. Not a luxury experience but not terrible either.
When I purchased my 2015 Ford Focus ST it came with a day at a racetrack close to Salt Lake City. You had to pay for your flight, and hotel. They provided the cars, track, instructors, dinner (the first night), and lunch. I paid $21K out the door for my first ST. I had a few issues with the car, and they had an event where a lot of Ford engineers came out to Dallas. They invited a lot of different Ford car owners to the event to discuss the various issues, and paid us $200 to attend the event. When I purchased my 2018 Focus ST they again offered the racetrack event in Utah.
For the 2018 Shelby GT350 I purchased they sent out a owners package that included a lot of little goodies, including a model of the flat plane crank. It is "small" things like this that make you feel special.
When I ordered my 2022 Mustang GT, both the amount of notifications, as well as the sales person messages, and follow up were more than lackluster. I also ordered a 2023 Ford Maverick, and the communication about the process/progress was not good. So it can go both ways.
the ST event was awesome
Nice! I live about three miles from that racetrack / school and admire those who do that option on Ford cars.
One of the worst Customer Service is Jaguar Land Rover: I’m shocked how bad this company, especially for expensive brands like JLR.
They literally don’t care about owners of LR vehicles after delivery.
I got updates when my Bronco was scheduled to be built, when it was built, and transport all the way to the dealership. Even a pic as it rolled off the assembly line.
I bought an Acura Integra GSR back in 2000 and the dealership had a get together for new buyers. They had some snacks and drinks and a video about Acura. They also had a model of my vehicle and a mechanic present so we could ask questions about our vehicle. It was so impressive that it made me a huge fan of the brand!
I cancelled my Landcruiser order with a deposit after 12 months of relative silence. Suddenly I got an email from Toyota Japan saying my car was built and being shipped. Toyota Australia and the Dealer was the last to find out what was happening and it was too late for me who had moved on. I also put money down on the Ineos very early on and they botched the communication channels. They'd send invites for VIP days halfway across the country with no spots available. Support and dealers for Ineos are in short supply in Australia, I can't see how they will have parts available. I ended up with a cheap China car, at least they valued my business properly. When I bought my FJ Cruiser new in 2014 I was treated like a king. Car manufacturers have become arrogant.
Two comments:
1 - on the value of the model: being assembled by Roman and Andre on camera is a unique attribute and surely adds value...
2 - manufacturer communication: my wife and I keep our cars a long time, so have only owned 4 new, from 4 different manufacturers (2 Japanese, 2 American), all bought off the dealer lots. In each case the dealers didn't treat us very well, but we wanted those cars so we stuck it out. In 2016 in a search for better value, we started looking at CarMax and were so happy with the experience that we and our immediate family have since bought 10 vehicles from them ranging from a VW Jetta tdi to 2012 Corvette Grand Sport (yes, manual trans) to a pair of Grand Cherokees (at different times). What continues to bring us back is the customer service - like anniversary congratulations for the different vehicles. It's a nice touch.
Thank you for recording in 30fps. Please continue to do this for ALL of your videos going forward. The 24fps stutter is real. 👍
Saturn use to have big events and cookouts for their customers. Little stuff like that and tracking/pictures of your car being built and transported goes a long way.
I totally agree. They need to treat you like they value you. The minute they take you for granted I find it harder to overlook things and remain faithful. This is something they need to do from the first moment you step into the dealership and throughout the cycle of ownership.
After buying a new car last month, dealers are the main issue. I wouldn’t be surprised if the manufacturer had legal reasons why it can’t communicate updates to the customer directly.
Great video guys, I ordered a new Mazda last year and the factory coms was very good (no pictures), but I got an email when it was built, when it was shipped, when it arrived in Melbourne and when it was due to arrive at dealer. And that is for a AUD$40K car. Very good service from manufacturer - dealer was not so good however.
Now that Jeep is part of Stellantis. one wonders how long will Jeep last ?
Back in the 80’s my dad bought a Mazda B2200 which is the diesel model of the lot and Mazda then sent him gifts as a new customer surveys and thank-you in the mail
In northern Nevada both of the ford and both of the chevy/gm dealers are still in the ADM SCREW the customers mode of doing business whether it is Raptors/ZR-2(both sizes) or just every day P/U trucks. The last either dealer groups were in the easy days of 2017
Roman is really interested in what Audrey says (not) and goes and starts to put together his model toy 911. This episode is about communication which requires listening.
Not when the communication is slow, cumbersome and long-winded…
Correction: its a model, not a toy.
When I worked with a Toyota dealer service department. One job I had was solely to make sure ever vehicle was fixed or serviced correctly. I called ever customer to make sure after they got it back, that everything went as expected. Our top priority was great customer service.
Agreed! If I can get updates on where my pizza is in the process on my app why can't a car manufacturer do that too?
There was a car company that made their customers feel special and they no longer exist: Saturn. We owned several and loved everything about them and the company.
I’ve custom ordered a Jeep, Ford, & Cadillac. All were excellent experiences; especially Jeep & itreally came down to communication at the dealership level - choose your Retailer carefully.
The Porsche experience that you described should be expected at $150K. Cadillac (at $115K) was similar, although I didn’t have International tracking … my car was built in the USA 🇺🇸, so it was more about status along the production cycle.
Love your videos, I think it’s funny you’re talking about communication as you’re distracted putting the model together and trying to communicate. Lol
Cheaper AND more reliable cars is what is needed. No, a Nissan Sentra isn’t “reliable” I have a neighbor that his daughter bought a Nissan Sentra and before it hit 100,000 the transmission had failed for the 4th time and the brake master cylinder went bad. We need QUALITY basic transportation. Even a corolla starting MSRP at $22,050, that’s crazy but all these stupid mandates of pre collision and lane keep and backup cameras keep piling on the prices and these requirements are put on by unelected organizations. 98% of the regular folks aren’t going to be able to do what you did and order a car. They walk on a lot and see what they can afford.
You guys are right. The three bog areas beyond the actual quality and features of the vehicle purchased are the buying experience, the recall or service experience and how reliable easy to use the ownership is. These are mostly dealer focused and these are the areas people hate the most. The buying experience is adversarial or the buyer feels cheated. The dealer is often scamy sleazy in how they conduct the sales portion. Then once they have the order or your money it's like you don't exist and are just a burden to them. The same goes for recalls or service. Each time it seems like a wait and hassle to make the appointment, go in, get a loaner and then get the vehicle service/recall done in a timely manner then return to get the vehicle back. Not fun, well informed or quick most times and often made worse by limited communication or the need to order parts. I don't know a single person that doesn't dread any interaction with dealerships.
If you think purchasing a vehicle in the USA is a bad experience, you should try buying one in Japan. The staff are all polite and courteous, but it is nothing more than a recitation of a standard script and they rarely know anything of substance of what they are selling. They also have hidden charges for bogus items such as 'Vehicle preparation' which upon being questioned, nobody is able to explain what it is. This item has been instructed to be eliminated by the Ministry of Land, Infrastructure, Transport and Tourism (I kid you not. That is the name of the Ministry), but the dealers continue to include it and will not remove it. Japan has terrible customer service when purchasing a vehicle. It is almost always about them and never the customer.
Ford order was a nightmare for a work van. Even cancelled my order and sent me to the back of the line when they changed model years,and one day it showed up, despite the app showing it being built. Ram gave up on all communication. Ineos dealer has called me once at least
It’s interesting what that Porsche postcard said. “Decided to built it myself”
That’s exactly what Ineos did.
Yea, Ineos treated you well because of your “VIP” status - everyone else gets crickets and not just on build process. The forums and the facebook pages are overwhelmingly consistent on how terrible Ineos customer care is at the HQ. They’re like Sgt. Schultz on the old Hogans Heroes- they see nothing, they know nothing, they are mute! 😮
I think that’s great. When I purchased my airplane, I created the custom paint scheme and registration and the factory took pictures during the build process. It was special and invigorating to see it being born.
That's special. Now go away.
I remember when my dad would buy an IH Scout or a Ford Bronco, the dealership would give him a branded hat, which was good advertising. Last new F150 I bought, I asked for a hat (knowing what the response would be) and they referred me to a place where I could buy one. Pretty sad.
Tesla should send pictures of your Cybertruck rusting on the production line.
It’s rail way dust
@@czwhat328 Funny how railroads have been around for over a century but this suddenly became an issue with the production of the three year late CyberFlop.
_"Tesla should send pictures of your Cybertruck rusting on the production line."_
Stainless steel doesn't rust.
@twitherspoon8954 it can and will dont scratch it less likely sure but ..
When the car does't work anymore you can always use it as a door wedge.
You got lucky w/Ineos, prob because of your VIP status. My Grenadier order still shows that it's not even in production on the website, yet the dealer called and said it's in port and will be at the dealership next week. Mind you even they said they thought it was a few months out. Unfortunately for me, I'm declining it as the dealer is 4.5 hours from me and Ineos doesn't have a solution for warranty type work that's local, or even the ability to do the software updates at home. Not going to deal with that hassle, not for a $90k offroad truck at least. Keen on seeing how y'alls and AoAs does, loved the vehicle but I'm guessing I'll be able to buy one in a few years lightly used for $50k.
Ease of maintenance, reliability, simplicity.
THINK Russian Built GAZ UAZ
sat in the Ineos in Dallas. That is a NIICCEEEE truck.
I'm a Ford Maverick owner and am astounded by some of the horror stories on the forums. Nobody knows where, what or when they are getting. I don't think the dealers or manufactorers really care about their customers. The dealers never knew when they would have a Maverick on the lot to even test drive so I gave my number to 6 "local" dealers so they could call me when they had one. I got lucky and the Smithfield NC dealer had an ordered 22 Maverick that was declined. I got a call and drove over to test drive it in the vehicle I was going to trade in and it turned out to be exactly what I had built on the Ford website so I bought it. All the folks ordering one has like 300 day waiting periods so they get tired of waiting and decline and then the dealer drives it 400 miles and then sells it as a used vehicle with a big markup. I've seen full sized Broncos on the lots with 350 miles sold as used.
Companies treating customers like afterthoughts, but at least they are charging record breaking prices while their quality gets worse each model
When I ordered my Bronco when order banks first came out. It was supposed to be a special thing but just like Andre nothing from Ford and then I found out some people got pictures on the assembly line but some how my build got missed with a picture on the assembly line. Not a great experience.
The Colorado issue is that it will unexpectedly and without reason apply emergency braking, not simply alert you too soon.
That is 'not' an expensive car, 'that' is a work of art...
Maybe I've overlooked something here but was this predominantly about after sales yet post delivery of the vehicle? So after sales before you have the vehicle...
Car manufacturers should absolutely be held to these standards. Communication should be ‘King’ and I hope this continues with people orders no matter what the price.
I'm a Ford guy. I've owner several new Fords. They're horrible at communication. The only time I felt special buying a vehicle was when I bought my new 2005 Triumph Speed Triple. Triumph invited me to several local events.
I have ordered a 2022 Bronco and i have to wait exactly 2 years to get it, but as frustrating as it was to wait for it Ford respected my pricing from the model year 2021 and they send me a lot of emails on during the process, and also they sent me 6 different souvenirs form design stkeches, bronco flags, calendars to the opportunity to go to the Bronco off rodeo before I took delivery of my Bronco.
And in December 2021 i have order a 2022 Raptor 37 package to trade in my 2020 Raptor and that Tuck took only 5 months to get deliver to me and the same think happen they constanly sent me emails with the state of my order form schedule to production to ship.
But this was in 2022 I don’t know how are they dining now.
I ordered my first new truck 24 f-150 king ranch in October and I received an email stating that they recieved my order and they were working on it. I got the exact same email 4 weeks ago. I don't know if I will buy another ford and I might not even complete this one since my truck was 80k. I ordered from a local dealer in Colorado. I keep seeing stories on thousands of trucks just sitting.
Unfortunately 80k is not considered a large order these days.
@@thomasfields2082 I agree the manufacturers will no doubt default again and call on the American people to save them. Auto loans are in worse peril then 08 currently.
I think you should be able to order what you want with the options you want or get something off a dealer lot for cheaper you should be able to do both send if you’re spending a lot of money on some thing you want exactly the options you want and I’m referring to Toyota where you can’t order a vehicle and you’re just stuck in getting lucky on whatever shows up at the lot
Yeah, the Tesla communication can suck. The only reason why it’s good for us is we live down the road from a Tesla service center and can talk to them if we ever need anything or have questions. Communication is good if you live by a service center but if not, you’re kind of screwed if you have questions but also this was for a model Y not a cyber truck
I bought a Tesla, and my experience was just like yours. Even while I attempted to take delivery, they made me feel that they were just too busy for me and they needed me to adjust my schedule for them.
James D. Farley, Jr. - Listen up!
Imagine being a customer, with a car on one of the transport ships that sank or caught fire recently. Realising that your car was no longer making progress.
No guys. It’s not about “communication”. It’s about corporate geeed, individual greed of their workforce, dealers etc. The vehicles suck quality wise and are astronomically too overpriced. They must go up in quality and way down in price. What we really need is to eliminate bans on individuals importing their own vehicles and ending all subsidies to current domestic manufacturers and offer incentives to lure more manufacturers here, especially from places like India who can build cheaper vehicles. We need massive amounts of competition in the market place. Maybe we should tax luxury options. Tax material consumption. What ever it takes to get the manufacturers to focus on safe, reliable, and affordable vehicles.
All vehicles being sold by dealers have to have a PDI, pre delivery inspection, so phoning Andre to tell him he can pick up his vehicle is on the dealer because they should have phoned him letting him know his vehicle had arrived, when they planned to do the PDI and when he could collect it
They treat and take the approach that the customer is there for the benefit of the company, not that they have to earn the customer's loyalty and trust before the customer chooses to buy their product. They are not the only provider of cars and trucks. Brands that communicate with their customers the best and who build reliable and durable products will be the ones that stay in business.
You guys definitely had a better Ineos communication experience than most. Most was more like Andre's experience with his Ford.
As a fairly wealthy Colorado lib (who is also a huge hypocrite when it comes to climate change/carbon footprint, since I own 12 cars) its very important during the buying experience that the dealer cups your balls during and after the transaction.
Roman says how did you know what your mom did to his calls last night?
@@TFLnow If you're going to insult someone's mom try and make the punchline land. 😅
Colorado liberals don't have balls.
Can't you imagine working for these companies
I think with the Porche and other expensive makes, you are paying for that extra stuff and you don't realize. Ford, GM etc are trying to keep costs down (believe it or not) but I also agree it surely can't cost that much to send some photos via email. But with a huge company like Ford, you would need new people in every area to keep on top of each customers order, sending emails and photos.
This conversation really resonated with me I was in the market recently for a car. The Toyota and Ford dealer experience beggars belief. They treat you like absolute trash. The product is so good they say that it’ll sell itself. They can take a hike and I’ll take my money elsewhere where
If you want to know about your vehicle buy the shop manual and donate just rely on the owners manual.
What about having affordable,and desirable vehicles available to buy? I don't personally know anyone that orders offline and waits for 3 years to get the vehicle. If I buy something I can't wait more than maybe a few days to take possession of it.
Roman has expressed reasonable concerns here. I think you guys should cancel the Cybertruck order… I don’t think there is anything Tesla can do to alleviate Roman’s disappointment, and I prefer TFL content where you express excitement.
Ford was great, sending swag every couple of months while I waited on my Bronco.
Customer service has been lost across the board in my opinion, from vehicles to restaurants and everything in between, good video, I hope these companies turn things around. In reality though as everyone is willing to buy anything and everything for status, and the company doesn't have to do much for business this will unfortunately continue.
With the wave of interest in retro vehicles and styling, i dont know why manufacturers dont make a cheap and reliable car that actually looks interesting and retro. The electric wolf truck is a great styling example, if something similar and basic was made with an ice engine it would fly off the lots. Like the new "10k" toyota truck overseas would do amazing in the states if offered here.
Ya you do. You know exactly why. All manufacturers in the US market play a game. It's called add content to take more of the customers money. Crazy thing is customers like this game. Don't need any fancy robot wizardry. You me and ppl like us just want reliable cost effective transportation. Our options are limited. I bought a Camry SE new in 2019 for $25,000 with one upgrade pkg. I don't even recall what that pkg contained.
Come one guys, Porsche in its entire does not make as many vehicles as Ford makes with F-Series.
I have had great dealers that went the extra mile when i was purchasing a vehicle but nothing from the manufacturerI ordered a 2024 Colorado Bison last month and was told 6 to 8 months. So i don't expect to hear anything for a while.........might turn into a 2025 Bison if things don't start moving soon.
If my Amazon package can be tracked between order and delivery, a whole vehicle should be pretty simple? Also, repeat sales are the cheapest kind of marketing.
Actually Amazon has really ruined tracking packages. Instead of actually tracking the package they just assume that whatever estimate was given at shipping time is correct and tell you that without checking against reality and then the package just shows up on a different day. The only way to really track it is to copy paste the tracking number into the shipping company's website.
Sage advise. Making customers feel special is a lost art. The very best salespeople and companies used to do it but it seems to have fallen out of fashion, at least in the USA.
I am glad you threw out the Tesla experience. Because I was curious once you started talking up the Porsche experience. I am very interested in ALL your manufacturer NEW vehicle buyer experiences. Because there is the product, the service, the buying experience, but this part of the customer experience is often not talked about. So, I agree that all manufacturers should treat their customers like royalty, instead of ghetto trash. I could fill up your comments section with all the BAD experiences I have had in my lifetime. And the few good I have had will take only a sentence. BMW, Mercedes. Sorry, only 2 words. lol But yours now is also Porsche. Which says the German experience out weighs the USA experience. At least in making you feel like your business was appreciated. I have bought GMC, Ford and Dodge vehicles new and not 1 of them ever treated me like anything more than a drive through McDonalds customer. I have bought Toyota, Nissan and Honda vehicles. Again, nothing special about any of that either. (that is being kind) I have had some very horrific encounters with Hyundai sales people that would not even get past the hello stage to even talk about testing out a vehicle on the lot. Kia sales people were nice enough. But didn't give me much of their time. Never tried a VW dealer. lol I will say Lexus was pretty good to me. But not quite as good as Mercedes and BMW. Tried a Saturn dealership decades ago, what a bunch of self righteous pricks they were. Bottom line for me is, if they don't treat me with respect, they won't get my business. IDC what they sell. Dad has had great experiences with Ferrari as well. The model cars from them as well as BMW and Mercedes.
" I don't want people jumping the line". Calls the PR rep to jump the line for Ineos. lol
"I hate dealer gouging." Roman trades in his used RAM TRX for over MSRP. "I'm upset with Tesla used car values." Roman bitches about high new Tesla prices and bitches about Tesla lowering prices of new cars because now his used Tesla is worth less. Roman is straight out of the book Animal Farm - a communist hypocrite.
Roman being relatable..
A Porsche is a Porsche! I love my F-150 Powerboost though.. Tesla has improved a lot but still lacking in the customer service department.
There is no direct customer contact, so the disconnect is inherent.
You should have reached out to Corporate and told them your situation. They would have handled it for you.
There will never be a Tesla in my future. As Naked Eyes once sang "You made me promises promises knowing I'd believe". 🤣🤣😂😂🤑🤑🤑
I’ll probably never buy a new car so I haven’t had these issues 😂
Good customer service makes a difference. However, I'd accept slightly worse customer service for not having to wait over a year for my car.
Remove the middleman Stealerships and allow direct sales again.
I ordered a 2022 ford f350 king ranch in february of 2021, i have never heard anything from the dealer nor the factory! FORD COMMUNICATIONS SUCK
If Dell could do it with computers 20 years ago then any car company should be able to let you track your vehicle through the manufacturing and distribution process.
Funny Andre
Expect more from any car manufacturer, they're making massive profits off of us so we should expect more
CRM (Customer Relation Management). It's nothing new. Businesses have been trying to master it for decades. Some just do it well and others do not.
Yeah, you should have left it in the box.
Dodge Dealerships Suck!
Tesla’s referral program is VERY effective….
You can’t blame them for rewarding a program that sells their vehicles.
This is the crap rich spoiled people need to feel special.
Guys..forget about the Tesla cyber truck,, get a Rivian.. and forget about the Toyota Land Cruiser as dealers are already marking up the first edition 10k
You SHOULD ditch Tesla and get the Rivian.
I think we have plenty of cheap marketing gimmicks.
Tesla is building a dealership in Bradenton, Florida
That Cyber Truck is going to flop. I would take the Ineos over that thing for sure.
It’s on consumers just as much as the companies. Stop clamoring for the newest widget every time it comes out with no concern for price, and maybe they will have to treat you a little better to earn your business. Companies respond to how their customers behave, and we speak with our wallets.
The Bronco, equipped the way I want… does not exist.
To select certain options, a “simple Bronco” starts at $50k.
Can we have “utilitarian” options?
There is no “a la carte” ordering process.
Agreed, and the options are weird to say the least. Why can't I spec a V6 with a manual Bronco? How is it that a base level Jeep will border on $30k while having both crank windows and push button start?