Do customers expect too much?

Auto Spies has something to do with this "problem".
How you ask? ... reading this great website I can only find helpful hints about where to get the best prices on new cars, what models to watch out for, etc. All of this info that normally would NOT be available anywhere else, I can get HERE. You guys are making things easier (nothing wrong there) for shoppers, but the drawback is that some people feel they can get away with anything just because channels of communication are open!

I say let the cribabies ...well, cry!

Boo hoo!

I have to totally agree with Mr. Bob Hunt. I can only speak from experience with Mercedes but I have found that long time Mercedes customers know what to expect when buying a Mercedes. They’ve had to repair certain mechanical difficulties their cars incur over the years. The customers who happen to complain the most are those that have never made such a large purchase for an automobile before. It is unrealistic to expect your brand new S500 with all of it’s moving parts and newest technology to compare in terms of maintenance and service to the Toyota Corolla you’ve driven without issues for so many years. If you want a slow, old but reliable car (like a Toyota Corolla), Mercedes has those too. My first Mercedes was an indestructible 240D. What’s more, those who are new to buying from a manufacture and buy the manufacture’s most expensive model for the cheapest price they can find, only to give up and move onto another manufacture is not one of the manufactures highest priorities in terms of customer service. Example, Mercedes knows what my next car make is going to be.

Another issue I often see coming from the complaint box I call the internet, is not enough mutual respect between dealers, customers and their vehicles. Though people have told me that they’re buying and service experience with the Mercedes dealer I buy my cars from was unpleasant and unsatisfactory, I have found nothing but the contrary. But, it helps that I remember my salesman by name, and he remembers my name. I have made it a point to introduce myself to some of the technicians and management, even tipping if ever appropriate for speedy service ect. BASIC kindliness and courtesy have gone a LONG way at my local dealership. Trying to make situations more difficult for the dealership than need be often causes worse, slower and un-courteous service. I buy my cars from MY dealership even if they don’t have the car I want in stock, or even if I end up paying a few hundred more. Lastly, I keep good contacts with third party and independent mechanics around my town for maintenance after my vehicles warranty expires. And refer customers to them as often as possible if their service warrants, making sure that they know who referred them. As a result of all of this, I am treated with respect at my dealership! In turn, I also treat my dealership with respect. My cars maintenance is done with haste, and is well cared for while in the hands of the technicians (most of whom I’ve introduced myself to) If replacement transportation is required, the salesman from whom I buy all of my cars from makes sure that I am well taken care of and offers me a replacement car that is on par or better than my own. Sure, I never get the SL55 rotating in the showroom, but for me to ask would be a bigger hassle for both of us. And we BOTH know this. People’s behavior goes full circle, and those who give respect get respect and a voice that speaks for them, not against them to the manufacture when something as horrific as a buyback occurs.

Like with anything else, yes, some customers expect too much, and no, some do not. The examples you provided are obvious cases of people that should not be allowed a driver's permit, voting rights, or the ability to breed.

Like with anything else, yes, some customers expect too much, and no, some do not. The examples you provided are obvious cases of people that should not be allowed a driver's permit, voting rights, or the ability to breed.

I think that consumers used to just "take it" when they were treated badly. Now we've all learned that the squeaky wheel gets grease, so more people complain in order to get "perfect" service and products. Fat people are now willing to sue McDonalds for making them obese -- that same mindset will cause someone to demand a refund when the radio won't pull in stations.

Respect goes a long way...

Unusually picky people come with the territory as costs escalate; the problems are maddening.

Check with the suppliers of high-end coaches, yachts or aircraft. All have stories of customers who act like spoiled babies.

Caring for these customers requires the patience of Job and the intelligence to build into the purchase price the necessary monies to pay for coddling.

A portion of the coddling comes in employing diplomatic problem solvers at all levels of customer interaction. Since, luxary could be defined as never being disappointed, these customers can not be merely reprimanded for being foolish.

However, neither can the complaining customer always be right or the company will falter. The company would slide into insolvency.

The solution requires a intelligent and diplomatic give and take plus a realization that one solution definitely does not suit all.

As cars become more and more lux and as car companies position themselves as exclusive, they open themselves to the pains of meeting these unreasonable expectations.

For example, talk to the people at Hinkley Yachts, Country Coach and Gulfstream.