So for the last 2 days I've been involved in negotiations with used car lots in search of dream vehicle for my parents. What they thought was a dream turned out to be a nightmare. My parents are indecisive people. In this exercise I've learned that they are easily pursued by the next shiny new object. Unfortunately their impulsiveness put us into a situation where we had "deposits" on vehicles at 2 different car lots. My parents kept bouncing back and forth between a Jeep Patriot and a Ford Escape.I come home tonight after a LONG battle with traffic. Being in a foul mood I hear that the sales manager had called my mom earlier in the day and given her a "credit" to the dealership. I was not happy. What in the world was she suppose to do with a Ford credit?! Already in a pissy mood I figured I'd vent my road rage on the manager. I only had a first name so I called the dealership. The receptionist put me through to his line and I explained the situation. He wasn't budging. His attitude only served to make my frustration levels become exasperation. He tried to redirect my anger and evade the main point (the deposit). After 15 mins of arguing with him about service levels, bylaws, trust, etc. He tried to intimidate me by telling me that my parents had signed a contract to buy the car and that he was being "nice" by giving them a credit for backing out of the deal and that he has the right to hold the full deposit. I flipped out (again). I told him that I had a copy of the Purchase Agreement in hand and there were no signatures on it therefore making it non-binding. I was bad and went into my condescending tone - which only made him defensive. Wrong tactic on my part. He changed his mind and said it was the worksheet that my parents had signed. Trying not to be the hot-headed person and have the conversation drag on for more than it had to, I backed off and went into my "futureshop-mode". I asked him what was on the "blue sheet". He didn't say anything. He said he would fax me the sheet as evidence. I think he was hoping I would say I didn't have a fax machine. I told him I didn't have a fax machine and that he should scan it and email the document to me. He said he didn't have a scanner. I was adamant about seeing this mystery form. I pushed harder and said that if it's truly a legal and binding document - I needed to see it and that I would gladly come down to the dealership to do so. He was surprised. I then told him that because I would have to make an unplanned trip into Maple Ridge to see this document - I would be bringing a copy of the Demand to Dealer Letter with me so that we would save time. He asked me "for what?!" I told him that according the Motor Vehicle Sales Authority of BC (lol - I was Googling while fighting with him on the phone) I had the right to file a claim against the dealership if they were to falsify document for gain on their part. I think that caught his attention as he said I didn't have to come down. He then switched modes and said he couldn't authorize a refund. I was tired of running around the bush with him and said that if he can not solve my problem then he needs to escalate this to the owners of the dealership. He was not happy with that request. We argued some more about his lack of management skills and inability to resolve conflict. When I began asking for his full name and phone number he told me he didn't have a direct line. Yah right! He's the general manager and has his own office - no direct line my ass! He didn't want to give it to me for the fact that I told him I've documented our conversation and would like his direct line so that I can follow up with him tomorrow and the next day and the next day until this situation has been resolved. :-) I'm good at pestering people for updates as I do it for a living! When he refused to give me the names of the owners I told him that I do not need him to get that information and that I can contact Ford Canada for it. I think he was tired of me and finally took my earlier advice for just giving me the deposit so that I would leave him alone. He said he'd call the owners, I asked him for an ETA of when he'd be calling back (so that I know when I should bug him next). He couldn't give a time so he said "soon". 10 mins later he called back and said that a cheque will be cut tomorrow for the full refund and that I could pick it up. Feeling exhausted, happy and relieved - I went downstairs and had dinner with my parents and told them the news.
After the Thomas issue and these dealers - I feel that I'm ready to work in Collections. :-) My skin grows thicker with each new "challenging" situation and I have a more abrasive attitude towards those that try to screw around with me. I've turned "documentation" and "escalations" into an art. That or I've gotten so fed up with salesmen that I have zero tolerance with them. Ah - maybe it's time for a day off for some relaxation.
On a happier note. My manager came over from her Victoria office today for one of her weekly meetings and noticed my quiet demenour in one of our meetings. She bought me flowers and a Starbucks card to wish me good health as I complained about crappy tenants and sleezy salesmen. It's very sweet of her to do so and brightened my day. She's worried that I might stress out and run away from the department for good. Lol....
After the Thomas issue and these dealers - I feel that I'm ready to work in Collections. :-) My skin grows thicker with each new "challenging" situation and I have a more abrasive attitude towards those that try to screw around with me. I've turned "documentation" and "escalations" into an art. That or I've gotten so fed up with salesmen that I have zero tolerance with them. Ah - maybe it's time for a day off for some relaxation.
On a happier note. My manager came over from her Victoria office today for one of her weekly meetings and noticed my quiet demenour in one of our meetings. She bought me flowers and a Starbucks card to wish me good health as I complained about crappy tenants and sleezy salesmen. It's very sweet of her to do so and brightened my day. She's worried that I might stress out and run away from the department for good. Lol....










