REVscene - Vancouver Automotive Forum

fsy82 · 08-20-2015, 08:57 AM

This whole thread should be emailed to the management of Richmond Acura. Or even Honda Canada

Traum · 08-20-2015, 09:11 AM

Quote:

Originally Posted by fsy82

This whole thread should be emailed to the management of Richmond Acura. Or even Honda Canada

I am not disagreeing with this remark. But I honestly do not believe any difference will be made even when the dealership management receives this, and even less will be done if Honda Canada is notified of it. Dealership culture is ingrained into all levels of their staff, and the sales model, from manufacturer to independent dealerships, from store manager to sales manager right down to the sales person... Nothing has changed, and I don't think anything will as long as independent dealerships exist.

Bear in mind that the consumer culture with car sales is also to blame. If at least 80% of the "customers" are tire kickers, you can't blame the sales staff for their unwillingness to provide good customer service.

At the end of the day, the dealership car sales model is not about customer service -- it is about extracting $$$ while expending the least amount of effort. As long as that remains the mantra of the business, nothing is going to change.

bcrdukes · 08-20-2015, 09:16 AM

I'm surprised nobody mentioned North Shore Acura.

This may be too late, but there was a younger Asian fellow who worked there. I was in the market for a TSX in manual, but none were in inventory (last model year and discontinued.) He was willing to go out of the way to let me test drive the vehicle and to work something out.

In the end, I didn't end up getting one simply because the manual option wasn't available. That and Lougheed Acura wasn't interested in getting back to me, so c'est la vie.

Any how, this may not matter anymore as this sales rep is no longer there, but I would give them a shot.

AstulzerRZD · 08-20-2015, 09:22 AM

Quote:

Originally Posted by thumper

langley acura also gets my support.

i went to burrard acura back in 2010 to buy a new mdx to replace my mom's old car, but they gave us a low trade in value ($9k), and the deal ended up falling through. an uncle suggested that i go to langley which i hadn't considered because it was a 1hr drive for me at the time, and i couldn't understand what difference it would make because both belonged to dilwari. so i went and it turned out to be a great experience. they offered $3k more on the trade in, threw in some accessories, and delivered the same mdx from burrard's inventory to us. sadly the salesperson we dealt with moved on to become manager for another dealership so i have no one to recommend anymore...

on a side note, i used to take the mdx to burrard for service because it's closer. while i was waiting for it the sales manager recognized me and asked what happpened and i told him we bought from langley instead. he apologized to me for the low trade in value because he didn't have anyone in his contacts that wanted it so he couldn't offer the amount langley did, which was fine i guess.

It's nice how they offered and explanation and recognized you

Ikkaku · 08-20-2015, 09:37 AM

As traum mentioned, imagine all year long you are dealing with tire kickers or kids who go for test drives 'for the hell of it'. You spend an hour or so going through the specifications, getting documentations ready, do a test drive, answer additional questions. They turn around and say "We will let you know", and never hear back from them again. Your level of customer service would deteriorate as well.

Assuming Richmond Acura is commission pay only, that hour was wasted completely. They didn't gain a single cent. May as well have worked at McDonald's, at least they would've made $10

Now by no means am I agreeing on their attitude, but I am just trying to see from their perspective.

When I worked lot attendant at a different dealership, some of the sales were stuck with tire kickers. Their pay cheques were almost non-existent and had to look for work elsewhere.

Jtseng · 08-22-2015, 09:43 AM

Quote:

Originally Posted by fsy82

This whole thread should be emailed to the management of Richmond Acura. Or even Honda Canada

I emailed Honda Canada already and they said that they will look into it since they also received similar complaints before addressing Steve the salesman

Jtseng · 08-22-2015, 09:46 AM

for the fellow revsceners here who can read chinese, heres another link I found complaining about him ripping off a customer on a used car

Richmond Acura(? 1) - ???? - ????????? - Powered by Discuz! Archiver

JoshuaWong · 08-22-2015, 09:11 PM

I am not sure about Acura, but I've had dealings with BMW Canada and they would go out of their way to make sure the dealership involved get the job done right and customer taken care of even if it means they have to take money out of their own pocket. You'll be surprised how many big company actually responds personally and prudently to simple emails like these.

Quote:

Originally Posted by Traum

I am not disagreeing with this remark. But I honestly do not believe any difference will be made even when the dealership management receives this, and even less will be done if Honda Canada is notified of it. Dealership culture is ingrained into all levels of their staff, and the sales model, from manufacturer to independent dealerships, from store manager to sales manager right down to the sales person... Nothing has changed, and I don't think anything will as long as independent dealerships exist.

Bear in mind that the consumer culture with car sales is also to blame. If at least 80% of the "customers" are tire kickers, you can't blame the sales staff for their unwillingness to provide good customer service.

At the end of the day, the dealership car sales model is not about customer service -- it is about extracting $$$ while expending the least amount of effort. As long as that remains the mantra of the business, nothing is going to change.

Jmac · 08-22-2015, 09:41 PM

Quote:

Originally Posted by Ikkaku

As traum mentioned, imagine all year long you are dealing with tire kickers or kids who go for test drives 'for the hell of it'. You spend an hour or so going through the specifications, getting documentations ready, do a test drive, answer additional questions. They turn around and say "We will let you know", and never hear back from them again. Your level of customer service would deteriorate as well.

Assuming Richmond Acura is commission pay only, that hour was wasted completely. They didn't gain a single cent. May as well have worked at McDonald's, at least they would've made $10

Now by no means am I agreeing on their attitude, but I am just trying to see from their perspective.

When I worked lot attendant at a different dealership, some of the sales were stuck with tire kickers. Their pay cheques were almost non-existent and had to look for work elsewhere.

You're wrong and those people shouldn't be in sales with their attitudes.

First of all, just because they didn't buy or even respond, it doesn't mean it was a waste of an hour. A positive experience can be relayed to their social network and create a positive image of the dealership, which promotes more visits from others, thus more sales. Goal number 1 of any store is to get people in the door. That's why retail often uses the loss-leader tactic of sales.

Secondly, they're guaranteed at least minimum wage.

https://www.labour.gov.bc.ca/esb/fac...oned_sales.htm

Quote:

Example 2: Don sells furniture. He is paid entirely by commission and earns $750 in a two-week pay period for 80 hours of work.

During the pay period he works eight hours on a statutory holiday.
Don’s earnings for this pay period must at least equal minimum wage ($10.45 per hour, effective September 15, 2015) for all hours worked, as follows:
72 regular hours $752.40
8 hours at time and one half 125.40
Average days’ pay for stat 83.60
Total $961.40

In this case Don will be paid an extra $211.40 to make up the difference between what he earned in commissions and what he is entitled to under the Act.

tru_blue · 08-24-2015, 12:41 AM

Quote:

Originally Posted by Jtseng

for the fellow revsceners here who can read chinese, heres another link I found complaining about him ripping off a customer on a used car

Richmond Acura(? 1) - ???? - ????????? - Powered by Discuz! Archiver

minoru_tanaka · 08-25-2015, 09:32 AM

Quote:

Originally Posted by Jmac

You're wrong and those people shouldn't be in sales with their attitudes.

First of all, just because they didn't buy or even respond, it doesn't mean it was a waste of an hour. A positive experience can be relayed to their social network and create a positive image of the dealership, which promotes more visits from others, thus more sales. Goal number 1 of any store is to get people in the door. That's why retail often uses the loss-leader tactic of sales.

Secondly, they're guaranteed at least minimum wage.

https://www.labour.gov.bc.ca/esb/fac...oned_sales.htm

You didn't read the first section
Salespersons who sell, or sell a lease arrangement for:

Heavy industrial or agricultural equipment, or
Sailing or motor vessels
are excluded from the minimum wage, overtime and statutory holiday requirements of the Act.

fishCak3s · 08-25-2015, 10:32 AM

Quote:

Originally Posted by bcrdukes

I'm surprised nobody mentioned North Shore Acura.

This may be too late, but there was a younger Asian fellow who worked there. I was in the market for a TSX in manual, but none were in inventory (last model year and discontinued.) He was willing to go out of the way to let me test drive the vehicle and to work something out.

In the end, I didn't end up getting one simply because the manual option wasn't available. That and Lougheed Acura wasn't interested in getting back to me, so c'est la vie.

Any how, this may not matter anymore as this sales rep is no longer there, but I would give them a shot.

I also had a good experience at North Shore Acura. Was in the market for a SUV and a young Asian sales staff was very helpful and offered us a test drive 2 minutes before they close on a stat day. He also stayed after we came back from the test drive to work out all the numbers then told us to think about it, try other brands and come back to him if we end up choosing an Acura. In the end, we went with Lexus NX

Jmac · 08-25-2015, 01:19 PM

Quote:

Originally Posted by minoru_tanaka

You didn't read the first section
Salespersons who sell, or sell a lease arrangement for:

Heavy industrial or agricultural equipment, or
Sailing or motor vessels
are excluded from the minimum wage, overtime and statutory holiday requirements of the Act.

Auto sales are only exempt from overtime. Minimum wage still applies.

Motor vessels is referring to boats.

Jtseng · 08-28-2015, 05:05 PM

Quote:

Originally Posted by tru_blue

underscore · 08-28-2015, 06:47 PM

Quote:

Originally Posted by Ikkaku

As traum mentioned, imagine all year long you are dealing with tire kickers or kids who go for test drives 'for the hell of it'. You spend an hour or so going through the specifications, getting documentations ready, do a test drive, answer additional questions. They turn around and say "We will let you know", and never hear back from them again. Your level of customer service would deteriorate as well.

Assuming Richmond Acura is commission pay only, that hour was wasted completely. They didn't gain a single cent. May as well have worked at McDonald's, at least they would've made $10

Now by no means am I agreeing on their attitude, but I am just trying to see from their perspective.

When I worked lot attendant at a different dealership, some of the sales were stuck with tire kickers. Their pay cheques were almost non-existent and had to look for work elsewhere.

If anyone gets a job as a salesperson and expects to only interact with people who will be making a purchase that day, then I'm sorry but they chose the wrong career. Is it shitty? Yes, but it's part of the job. Don't like it? Get a different job.

Quote:

Originally Posted by minoru_tanaka

You didn't read the first section
Salespersons who sell, or sell a lease arrangement for:

Heavy industrial or agricultural equipment, or
Sailing or motor vessels
are excluded from the minimum wage, overtime and statutory holiday requirements of the Act.

Tell me, which one of those four are sold at Acura dealerships, because I've never seen any of them on a lot.