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Discussion Starter · #1 ·
Hi Everyone,

I just thought I would tell a little story about the good customer service I have experience this week at Toyota Reading.

When I ordered my car in mid July on a Saturday I order Red GT86 with Red Leather Interior, Sat Nav, Parking Sensors and JBL stereo. The car was expected first week of September.

However, just a couple of days later I got a phone call and was told that the car they had picked from Toyota's stock was actually one with the black interior (I was shown the computer screen where they choose the cars and it wasn't obvious). I was given the choice have the black interior car 1st week of September or receive the car I wanted in mid October. It was a tough decision and bit disappointing but I didn't want to wait an extra 6 weeks so stuck with the black.

Anyway, yesterday just 8 days before delivery on 7th September I get a call from my sales contact telling me there has been a cancelled order of Red GT86 with red interior, sat nav, parking sensors etc and stereo is dealer fit anyway. I can have the car I wanted and there is no change to my delivery date!

So there you go, a week to go and Toyota have really come through for me so far! I think it bodes well for future servicing treatment in the coming years.
 

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Excellent news my friend, congrats and welcome!
Edited by: Keethos
 

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GT86 Cosworth
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I ordered a RED GT86 with red alcantara and sat nav on 2nd December and I am due to pick mid up mid sept..... Not all of us have been so lucky. I wrote to toyota HQ and teir response was that they simply didnt have a car matching that spec but clearly they did.
 

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I think it's good that they corrected their error. However, would have been even better if they hadn't got it wrong in the first place and put you through the stress and decisions.
 

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It does seem strange that some people are ordering cars with a certain colour/spec later than others yet receive their car earlier... I dont get that at all unless it is dealer related.
 
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My experience has been luke warm/mediocre.Communication has been poor. No updates nor replies to emails unless I chase by telephone, then it takes a few calls as he rarely calls back. Whenever I've asked questions or made requests they've been negative, making it sound like I'm putting them to some trouble.
I'm paying them £27,000+ FFS!
Just because car sales is their everyday business, for the customer it's a rare or maybe once in a lifetime event to buy a brand new car.
I'm disappointed, though they've not done anything 'wrong' as such.
 

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Customers chop and change their mind which free's up certain cars in the system to be allocated to other/new customers.




lordgrover- I'm having a similar experience with my dealer - I just hope their customer services department is a lot better in the event I ever need to go back.
Edited by: gt_sjo
 

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Discussion Starter · #8 ·
I guess the individuals working at different dealers have just as much impact. Toyota head office can say you need to do this or that but ultimately it comes down to how well one person is doing their day job
 

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I expect to be treated well having put in an order for a new 28k car too (only the second time ever). My dealer's doing a better job. Replies to all emails in less than an hour and has been keeping me up to date on the delivery date for the car. No complaints here so far. Just wish I had the car! But then I only put the order in a couple of weeks ago....Edited by: malcolmgt86
 

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Hmmm...it's interesting to read how much the customer service varies.I first drove the GT86 at a big dealer on a retail park type trading estate.
The salespeople were all kids (I am 47) and the salesman nearly wet himself on the first roundabout.(Tail -out, mind! 
) even though I had shown him pics of me driving the Ferrari 458 Italia a few months ago (now everything seems slow!) but he already told me he wouldn't let me drive the car for more than 10 mins! 

He then tried to close the deal in a clumsy, amateur-ish fashion and didn't give me a price list or follow up even with a phone call. They were having a 'VIP day' and he rushed away to deal with an old couple interested in an Aygo (even though I had an 'appointment') ...It felt like I was on a conveyor belt, dealt with by an inexperienced boy, who didn't have the experience to recognise I was dead serious.


I got the strong feeling they were not going to be the best on customer service, so I high-tailed it to local Subaru dealer who were much more professional, but sadly I was disappointed by BRZ (too Noisy, too firm, too harsh, 1980's stereo & evil 'Halfords' silver plastic dash) So I then dropped into a smaller Toyota dealer who have a sportscar specialist next door...no salesmen under 40, let me drive the GT86 where I wanted, didn't rush me... = SALE!


Dealer principals please take note... Some of you think that we will buy from anybody... we WONT!
Edited by: Senna
 

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I think its even down to the salesperson him/herself. Mine is probably as old as me (40s) and been with Steven Eagell since it opened its first dealership. I've no illusions that he's not just after the commisson for the sale but at least he's prepared to make an effort. Even AFTER I signed!




And before anyone says it - no I've no connection with Eagell. Never even been there before...
Edited by: malcolmgt86
 

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I had a similar experience to Lordgrover, I got so little response and had to prise information out of them that I was almost made to feel that I was nagging the salesman. I have now taken delivery and have recently received a survey/questionaire from Toyota head office asking me about myexperience during the purchase process. I long to tell the truth but am mindful that Imust have my car serviced there as the RRG franchise arethe onlyToyota dealers anywhere in my area. If the 5 year warranty wasn't dependent upon having the car serviced by Toyota I would go elsewhere, I hope their service department is better than the sales team!!!!
 

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I wouldn't worry about leaving truthful feedback - the sales guys have practically nothing to do with the workshop folk.
 

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ICantAffordAnLFA said:
My Subaru dealer was first class


Can't fault anything.
Really ???

Yet they shamelessly included THAT radio !



Edited by: Senna
 

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Mine have always been very good (hence buying all the cars off them) but now it appears just a business to make money and who happen to sell cars to do that. I know that's what all Centres are but some of the local feel of the place has gone. Budget and profit first, customers second. It'll be my last car from them unless they start talking. I will, however, continue to use their service department.
Edited by: Habu
 
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