Feeling like I'm having to pester Chapman

[710-oil-614]

I personally have never bought a vehicle over the internet and I expected that they would outline the steps of the process so I am aware of what's coming next in the process

Ignorance on your part is not poor customer service on their end.

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[Chris_G]

Cancel your order so I can get it.

 

[Decayed]

It's been sorted out, thanks for your concern.

See how easy that was? Enjoy your new truck!

 

[pxpaulx]

Yeah, emails work fine for the ordering and process, but now that it is time to finalize everything, no way to avoid a phone call which will get things done in comparatively short order.

As someone who gets 40-60 emails/day as part of my work, a direct message or phone call inevitably puts you at the front of the line.

 

[joeh]

While I tend to agree that the dealer should be guiding the customer through this I don't know anything about the dealer and their situation. There could be a perfectly reasonable explanation for why you haven't been hand-held as much as you'd like.

That said, if I'm your dealer I'm not going to break my neck to sell you something that isn't making me any money. If you don't reach out to me to prod it along and show that you actually give a crap about it I have no incentive to help you out, I'd rather you bail on the purchase so I can sell it for 5k markup and keep paying my sales guys.

Why do people think dealers dont make any money when selling at MSRP? Thats not the amount they pay the manufacturer for the vehicle {remember, the "R" stands for Retail}. If that was the case, then every time people pay under MSRP {as was the norm a year ago} dealers lost money? I would have to think that when selling at MSRP there is decent dealer margin, as well as incentives and back-end rebates they get.

 

[JibbersCrabst]

Yeah, emails work fine for the ordering and process, but now that it is time to finalize everything, no way to avoid a phone call which will get things done in comparatively short order.

As someone who gets 40-60 emails/day as part of my work, a direct message or phone call inevitably puts you at the front of the line.

I don't have the luxury of being able to make personal phone calls during the day when I'm working like some people do. I have to handle all of this via email. I didn't make this post to ask people what I should do I was simply asking what others experiences had been.

 

[Gr8Mustang]

How much money they're making should have no impact on the level of service they are providing me. I'm sure they are making plenty of money off the Maverick's that people aren't following through with that they are selling at a $5k markup which is honestly a genius way of working this system and I commend them for that. Everything they have told me has been accurate and up front and that has been the best part of the whole process so I'm not knocking Chapman at all.

I personally have never bought a vehicle over the internet and I expected that they would outline the steps of the process so I am aware of what's coming next in the process and they've left me in the dark a few times, probably because of being busy but it's no less frustrating. I only made this post as a temperature check of what other people's experience had been with them in this regard, not to bitch, gripe, smear the dealership or anything of the sort. It seems like my post has rustled some jimmies however.

I've worked in a service industry of some sort for over 24 years. I'm well familiar with the difference between expecting good service and being entitled.

If you are not happy with the process then just walk away.

 

[710-oil-614]

I don't have the luxury of being able to make personal phone calls during the day when I'm working like some people do. I have to handle all of this via email. I didn't make this post to ask people what I should do I was simply asking what others experiences had been.

Dealerships are open at night, and on the weekends.

 

[tebowed]

My experience with Chapman was awesome, however when my truck came in they emailed me and said "it's in, when do you want to come pick it up?"

I called them to ask, so I could plan my flight up, they asked for 2-3 days to do PDI, I came in, got the truck and left. Prob the fastest, painless car buying process I have had to date.

I'm sorry yours didn't work out that way, maybe they were slightly busier than usual?

 

[Lone Star Proud]

I don't know about most of you all, but I don't buy a new car very often. My last one was almost 20 years ago. These dealers are selling them every day and know a lot more than I do. A little guidance from them is not asking too much.

That being said, I would call their asses to be sure everything was squared away before I went there.

 

[JibbersCrabst]

Dealerships are open at night, and on the weekends.

Chapman closes at 8:00 Eastern I work until 9:00 eastern. Did you have any other input? Did you want to know anything else about my day?

 

[Arukoru]

Why do people think dealers dont make any money when selling at MSRP? Thats not the amount they pay the manufacturer for the vehicle {remember, the "R" stands for Retail}. If that was the case, then every time people pay under MSRP {as was the norm a year ago} dealers lost money? I would have to think that when selling at MSRP there is decent dealer margin, as well as incentives and back-end rebates they get.

I didn't mean they literally make no money but a $5k markup is way more than they're going to make off a sale at MSRP. In this market everyone is thanking their lucky star that they can get something at MSRP and every dealer knows they can make a killing right now. That's more what I was trying to illustrate.

 

[710-oil-614]

Chapman closes at 8:00 Eastern I work until 9:00 eastern. Did you have any other input? Did you want to know anything else about my day?

Sure - weekends too? Look guy - you had some time to place a phone call.

 

[joeh]

I didn't mean they literally make no money but a $5k markup is way more than they're going to make off a sale at MSRP. In this market everyone is thanking their lucky star that they can get something at MSRP and every dealer knows they can make a killing right now. That's more what I was trying to illustrate.

Very true!

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