So much for customer service

[Falcon_LS]

I was at the local Chrysler/Mitsubishi dealer last night to pick up some Pennzoil Ultra 5W-40. There was a new guy behind the counter with enough gel on his hair to build a brick wall, dressed in a black suit, fiddling with prayer beads in his hand.

Went through the usual hellos, and said I needed a case of Pennzoil Ultra. He asked me why I needed 6 quarts and not 7, so I said this application required 5.5 quarts. Next he asks what the car is, then gives me a lecture on how "Pennzoil Ultra is only meant for Chrysler engines" and not Ford, and how I won't know better than him.

Completely ignoring him, I asked his colleague instead. Also had a word with the manager. Having been a customer for 13 years, I don't think I deserve to be treated in such a manner.

Anyone else had the "honor" of meeting another Mr. Wiseguy?

 

[HerrStig]

Probably sold shoes before getting the " most knowledgable man" award. They're all over retail sales departments. It may be one reason why internet shopping is so popular.

 

[travlnman]

Not that specific, but recently tried to attain an HDEO with an obsolete API spec from local bulk suppliers. Have to endure 200 questions, what is is for, why do you want that....just fill my order ! IF I ask you...what do you think of this, then tell me...otherwise give me what I ask for and take my money, end of transaction.

 

[HerrStig]

ANd YES, there are places such as small town hardware stores where the staff know a WHOLE BUNCH about that part you need to fix your well pump. That's not the kind of mass retaining we are talking about.

 

[The_Jeff]

I went through this buying spark plugs for my saturn, they insisted on NGK because the engine was "made in japan." I countered with I was pretty sure it was from Tennessee. Wound up not buying anything and manager was giving kid the stink-eye as I was leaving.

 

[stevejones]

I moved to my current house 12 years ago. Went to the local oil quick-change joint for the first time. Lady working there asked to put in 10w30, even though 5w30 was the correct weight for my car and printed on the cap. Told her no (despite her mild insistance that 10W would be fine), put in 5W. Let them complete the job with 5W and never went back.

 

[mrsilv04]

Sounds like a salesman who was dumb enough to be lost, and found himself behind the parts counter.

I tolerate two dumb questions, and then ask "Are you going to sell it to me or not?"

 

[HyundaiGuy]

Yesterday, I was buying 5 quarts of Mobil 1 0W40 at Autozone- individual quarts as they didn't have the jugs. I really wanted to buy at Wal Mart to save a few bucks (I can't believe I said that as I hate Wal Mart and never shop there) but they didn't have any at all.

Anyway, the Autozone guy at the register starts telling me that they have a sale on Castrol GTX and that synthetic oil is an overpriced waste of money. I let it go and said no thanks, He started in again and I told him that I bought what my car requires and the next time he starts spouting off nonsense he should at least know what kind of car the customer drives and what that car requires. Then he decides to "put me in my place" by pointing out I also need an oil filter to do the job. I told him they didn't stock it. He says "we have everything." My response ?" OK hotshot, go find a canister filter, o ring and crush washer for a 2009 Mini Cooper S Clubman." Blank stare. He shut up. Folks in line snickered and laughed.

This is the second time this has happened at that store. Maybe I need to go to Advance Auto Parts. I actually prefer Pep Boys, if they weren't so darned overpriced.

 

[01rangerxl]

I can't really wrap my head around why a counter person would want to question someone who already knows what they want. Isn't that the best kind of customer? Maybe they want the "challenge" of making the sale?

The local Ford dealer is good about just sticking to business. They deal with a lot of commercial accounts and don't have the time to play games with customers all day. I usually order and pay for the part online, so it's just a matter of telling them which order is mine.

 

[Earthntx]

I think being a female is worse when it comes to getting parts etc for my car. I found a place that totally respects me for my passion about my car and treats me normally. That's NAPA in W. Texas area. I deal with them all the time now.

We shouldn't have to put up with this nonsense. Sure, they might know something about cars in general, but every customer is unique and if we're walking into a place to buy something and it's a specific kind, then don't act like a smartarse because you're making yourself look stupid.

My two cents here.

 

[andyd]

It is down to the person, not what the store's inventory is. Since I was a teen ager my auto parts place was a NAPA about 10 miles away. A closer store opened up with the same staff as the old store. That lasted 40 yrs until Jim retired and the store closed. Afterward , I used the internet and Autozone. 3 yrs ago , an Auto Zone appeared down town. The current manager is a good guy about my age and we have a good rapport going. After I wiped him out of 3/16s brake fittings, I went my old AZ about 7 miles down the road. A Rubenesque 50 something woman insisted they didnt have such things. I was burning daylight, so I just left. Next stop, was 5 miles further out. to an Advance Auto parts. The kid was great. He walked me out back and started openimg drawers and picking out what I needed. All the while having a conversation about brake lines. I'll be back.

 

[gathermewool]

My car was recently in an accident, which requires the radiator to be replaced. I'm trying to figure out how to nicely tell the body shop to use Subaru Super Blue coolant (with the additional bottle of coolant conditioner,) as well as ATF-HP for the PSF. My initial conversation resulted in him very politely telling me that long-life is long-life, and they have lots of long-life...

I was busy, so needless to say I'll be calling him back tomorrow, and maybe even buying the coolant and PSF myself to bring to him. He's going to install a few other aftermarket parts for free for me while he's in there, so I'm optimistic about him acquiescing.

Originally Posted By: Earthntx
I think being a female is worse when it comes to getting parts etc for my car. I found a place that totally respects me for my passion about my car and treats me normally. That's NAPA in W. Texas area. I deal with them all the time now.

We shouldn't have to put up with this nonsense. Sure, they might know something about cars in general, but every customer is unique and if we're walking into a place to buy something and it's a specific kind, then don't act like a smartarse because you're making yourself look stupid.

My two cents here.

I ordered some fasteners, washers and nuts from a supplier located near my fiance, which saved me a nice little chunk on shipping (her sister actually went to pick them up for me.)

Anyway, all my fiance's sister had to do was pick up the bag of goodies for me, but the parts guy (who actually stayed a little late to accommodate her schedule) took the time to walk them out and inventory everything with her before letting her go.

She didn't know what he was showing her, but that's not the point.

 

[sciphi]

Agreed, it's the people, not the store.

 

[GumbyJarvis]

Most places will try to sell you something with a Higher Profit Margin, I do it all the time at my job, sadly its not always the sales clerks fault, its the business telling them to push them.

Cigarettes at my work are like that, "Can I have a Pack of Marlboro XX"

"We have a 3 pack special sir?"

"Okay"


So they walk out spending 16$ not 6$


Tough world out there.

 

[mrsilv04]

Originally Posted By: gathermewool
My car was recently in an accident, which requires the radiator to be replaced. I'm trying to figure out how to nicely tell the body shop to use Subaru Super Blue coolant (with the additional bottle of coolant conditioner,) as well as ATF-HP for the PSF. My initial conversation resulted in him very politely telling me that long-life is long-life, and they have lots of long-life...


You're using the wrong body shop.

Go to the Subaru dealer, and buy the coolant that you want to be used. Take them the coolant, and give it to them. You can add the conditioner later yourself, after you get the car back.

Other than that,

Find a good shop who has staff that will listen to, and accommodate, reasonable requests. And once you find it, keep them in business by recommending that shop to all of your friends and family.

 

[RF Overlord]

Originally Posted By: Falcon_LS
"Pennzoil Ultra is only meant for Chrysler engines" and not Ford,
I've had a few people look at me strangely when I tell them I use MC 5W-20 in my sister's Toyota RAV4. "Isn't that just for Fords?"

 

[morepwr]

That really is kind of a pet peeve of mine when I know what I want and the sales clerk tries to sell me something else.

 

[yonyon]

Originally Posted By: travlnman
Not that specific, but recently tried to attain an HDEO with an obsolete API spec from local bulk suppliers. Have to endure 200 questions, what is is for, why do you want that....just fill my order ! IF I ask you...what do you think of this, then tell me...otherwise give me what I ask for and take my money, end of transaction.


When you get one of these guys just say it's for your hot air balloon. They usually have no opinion yet on what oil is suitable for a hot air balloon and will trust your judgement.

 

[NHGUY]

When they want to push GTX over Mobil,tell them BP was responsible for the Gulf spill and he should avoid them too.

As for the Chrysler kid,ask him what his knowledge of Chrysler is....has he ever seen a 2.2,a Slant 6,a 440? Does he know Imperial was something other than hard butter? TNT isnt just an explosive? What Torsion Quiet Ride was? Who Lee Iacocca is? Who founded Chrysler and from what car company it sprang from?

He does not know jack about Chrysler,and I guess someone would have to make sure he found out the humiliating way.

 

[bdcardinal]

The only time I give out fluid advice at work is when people ask. If someone comes in and asks for a quart of 5w20 all I ask is Mazda dino, Motorcraft synthetic blend or Motorcraft full synthetic and sell it to them. We are required by MNAO to use only conventional 5w20 in RX-8s. I'm paid to sell parts not argue with a customer about what they need.

One thing we aren't allowed to do anymore is diagnose for a customer. Customers will come in with a P1XXX code scribbled down and ask for the part for that code, I send them to service. Last thing I need to do is sell them something that even though may be right, does not fix the problem.