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  #1  
Old 04-24-2003, 04:05 PM
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Angry Dealer offered to bribe me for an excellent survey

A while back, I posted my experience at my MB dealer. Some one at the dealer during test drive or whatever knocked the steering wheel off center and and the alignment also. I was really pissed because they did not tell me and the persoon who handled it did not even apologize to me. They fixed later but I still don't know whether there was any front end damage. To make a long story short, got a letter yesterday from the service manager offered to give me a full detail and a tank of gas if I am willing to grade them excellent in the coming survey. I don't want to compromise myself with this bribe What do you guys think?

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2003 E500 BlackOpal/Charcoal

2004 Infiniti G35X
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  #2  
Old 04-24-2003, 04:12 PM
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Has the ring of desperate measures to me.
Let's see....our customer satisfaction rating is lower than whale poop.....Hey! Let's do a little payola thing, and we'll look better without really having to be better!
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'68 220D
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'67 230
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Current rides:
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'93 Ford F-250
'96 Corvette
'99 Polaris 700 RMK sled
2011 Polaris Assault
'86 Yamaha TT350(good 'ol thumper)
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  #3  
Old 04-24-2003, 04:36 PM
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Re: Dealer offered to bribe me for an excellent survey

Quote:
Originally posted by Flash Gordon
A while back, I posted my experience at my MB dealer. Some one at the dealer during test drive or whatever knocked the steering wheel off center and and the alignment also. I was really pissed because they did not tell me and the persoon who handled it did not even apologize to me. They fixed later but I still don't know whether there was any front end damage. To make a long story short, got a letter yesterday from the service manager offered to give me a full detail and a tank of gas if I am willing to grade them excellent in the coming survey. I don't want to compromise myself with this bribe What do you guys think?

I would take advantage of this and see what you can get out of this now or in the future. Perhaps a deal on an item or work that will probably be needed in the future?
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  #4  
Old 04-24-2003, 05:52 PM
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survey

A tank of gas costs them almost nothing, since the fill up the service vehicle (lots of miles). I they did a bad job, rate it that way, maybe the next time it will be done right. Why bother with a satisfaction survey, they charge premium, that is what you deserve.
My salesman showed me how to fill out the survey, and since he did a good job I rated it as such! It seems their commission is based on it!
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  #5  
Old 04-24-2003, 06:04 PM
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it's stupid of the service manager to put that in writing.

i would show it to the manager of the service manager, in the form of a complaint.
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  #6  
Old 04-24-2003, 06:06 PM
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Quote:
Originally posted by bobbyv
it's stupid of the service manager to put that in writing.

i would show it to the manager of the service manager, in the form of a complaint.
Heck, it probably started with the service manager's manager.
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past MB rides:
'68 220D
'68 220D(another one)
'67 230
'84 SD
Current rides:
'06 Lexus RX330
'93 Ford F-250
'96 Corvette
'99 Polaris 700 RMK sled
2011 Polaris Assault
'86 Yamaha TT350(good 'ol thumper)
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  #7  
Old 04-24-2003, 06:08 PM
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For me, if I should ever be so unlucky as to need MB dealer service, I would scan the letter and E-Mail it to the regional manager. I'd tell him I no longer have any confidence whatsoever in their dealer rating system, because it has been compromised by bribery.



Ken300D
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  #8  
Old 04-24-2003, 06:35 PM
MedMech
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I would call MBUSA tell them what they said record it in person if you can. That way MBUSA will make things right, you can jam the dealer, and preserve your integrity at the same time. Personally I would write a scathing survey.

Everyone's integrity has a price, I hope yours I hope yours is more than a tank of gas.
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  #9  
Old 04-24-2003, 09:32 PM
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Just as in anything in life . . . things happen.

If the fill-up and detail were offered as a TOKEN of GOOD FAITH so that you DON'T leave UNHAPPY . . . that is TOTALLY acceptable.

If is was presented in the form of "If you give us a GOOD feedback, I'll do this for you" . . . that's an issue that should be taken up with the dealership's General Manager, and then MB if you get NOWHERE with GM . . .

You DON'T want to go pissin' on anyone's campfire as you may need that dealer's help someday . . . It's BETTER to be known as the guy that cut them some slack, rather than being know as an A-HOLE where their ATTITUDE about YOU is NEGATIVE . . .
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  #10  
Old 04-25-2003, 08:18 AM
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Quote:
Originally posted by mpnye
Just as in anything in life . . . things happen.

If the fill-up and detail were offered as a TOKEN of GOOD FAITH so that you DON'T leave UNHAPPY . . . that is TOTALLY acceptable.

If is was presented in the form of "If you give us a GOOD feedback, I'll do this for you" . . . that's an issue that should be taken up with the dealership's General Manager, and then MB if you get NOWHERE with GM . . .

You DON'T want to go pissin' on anyone's campfire as you may need that dealer's help someday . . . It's BETTER to be known as the guy that cut them some slack, rather than being know as an A-HOLE where their ATTITUDE about YOU is NEGATIVE . . .
Initially I felt like giving them the real survey they deserved and really screw them. but after reading your comments, it made a lot of sense to me. Things happen. We all have done it at one time or another and wished we hadn't done it. The service manager did the best he could, that is , trying to pacify me by offering me something. I do not plan to accept anything, but I will speak with the service manager and let him know how the situation should have been handled differently by his service adviser. Thanks for the comment
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2004 Infiniti G35X
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  #11  
Old 04-25-2003, 12:40 PM
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After my last visit to the Chrysler dealer with my wifes car, they called me to see "how it went", and I let them know in rather blunt terms just "how it went"! We haven't had much to do with that dealer since, and it seems that they don't even have a record of us ever having our car serviced there now. Strange coincidence.
So a more casual approach may be in your best interest if you plan on any more dealings with this particular dealer. Sounds like you have the right idea.
__________________
past MB rides:
'68 220D
'68 220D(another one)
'67 230
'84 SD
Current rides:
'06 Lexus RX330
'93 Ford F-250
'96 Corvette
'99 Polaris 700 RMK sled
2011 Polaris Assault
'86 Yamaha TT350(good 'ol thumper)
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  #12  
Old 04-25-2003, 12:55 PM
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It's BEST . . . NOT to burn your bridges . . .
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  #13  
Old 04-25-2003, 01:04 PM
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On the other hand, there's no need to identify yourself if you just white out the appropriate sections of the bribe letter, copy it, and drop it in the mail to the Regional Manager. You can include an unsigned printed note explaining the circumstances.

True, you would only want to personally make an issue of it if you were writing off that dealership for service. Which happens.



Ken300D
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  #14  
Old 04-25-2003, 01:08 PM
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Quote:
Originally posted by Ken300D
On the other hand, there's no need to identify yourself if you just white out the appropriate sections of the bribe letter, copy it, and drop it in the mail to the Regional Manager. You can include an unsigned printed note explaining the circumstances.

True, you would only want to personally make an issue of it if you were writing off that dealership for service. Which happens.



Ken300D
That would be considered HERE SAY, and would NOT be rcognized as a VALID complaint.

If yer gonna *****, stand up and BE A MAN ! ! !

If not . . . SHUT UP . . .
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  #15  
Old 04-26-2003, 01:06 AM
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It's not an uncommon practice and it happens at more than just MB dealers. Lexus has been accused of doing this for years as to maintain high JD rankings. A GM dealer I used to work at would "bribe" a customer into signing the CSI and then fill it out and mail it in their self.
CSI (Customer Satisfaction Index) ratings can make or break a dealer. A low rating can cause a dealer to be denied something as simple as limited production vehicle from the factory.
Example: The MB dealer I used to work at was one of the first dealers in the nation awarded the ML class franchise due to their high CSI index. The MLs were franchised separately. The MB dealer in a neighboring city maintained a low CSI and was not awarded a ML franchise. Instead MB was going to make that dealer spend mucho bucks to aquire the ML.
The point to all this is to fill the CSI out honestly, if you plan to do so, give the dealer high marks if and where they deserve it and low marks in the same regard. If the survey allows, write in what happened about the front end damage. Should you choose to "blast" the dealer on the survey, be prepared to have your vehicle doing extended stays at the dealer should you require thier services in the furture.

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