New car for me?

[Mdxtasy]

Today I too went for a test drive.  I am in Edmonton for business so I thought I would drop by one of the dealers here to see what they had to offer.  I had decided earlier that I would consider moving out of the MDX and into a Volvo V70R.  So upon my arrival at Anglo Canadian Motors in Edmonton, there was a black 2004 Volvo V70R in the front parking lot.  16K on the odometer and a dealer plate on the back.  I walk inside to inquire about it and any other 2005 V70R’s they had on the lot.  Gerry Robinson, the Volvo sales manager for this dealership, approached me.  I informed him of what I was looking for and he said there was no 2005’s on the lot.  Fine, they aren’t the most common vehicles out there.  However, he did tell me that there is that 2004 V70R up front.  I asked a few questions regarding that vehicle and found out it was an automatic.  I was originally looking for a manual R but decided that maybe the auto would be OK, but I wanted to give it a test drive to see how it performed and to ensure that the auto’s 258HP wasn’t too sapped out over the manual and it’s 300HP.  Before I could ask for a test drive, I was given the once over by this individual.  I was asked what I drive now, how much I owe on it, why am I looking at buying a new vehicle.  Gerry then sat down in his chair, and told me I had negative equity in my vehicle (even though I never told him I was going to trade it in).  I started to get the feeling that this individual and the dealership was too good to give me the service and time to look at this V70R.  All I was interested in was taking the V70R for a test drive.  By this time, I was a little irritated at this ‘professional’ but asked for the keys to go for a quick ride.  I was told and I quote “I don’t want to put any kilometres on it if you aren’t serious.”  I was taken aback.  Floored at the gall of this individual to judge me and to tell me I was not a serious buyer.  How can you tell?  I am not the typical buyer of a V70R and I realize that…but that is no excuse for such poor customer service.  I know what I want, I know all the features of the vehicle, and I do not need anybody to go over the horsepower, the power seats or any other feature of this car.  All I want to do is take this car for a ride to see if I would consider the automatic transmission.  By this time, I am really agitated.  Who are they to judge me?  I have never been treated this way by anybody in any industry.  Just because I do not fit the typical Volvo buyer I am tossed to the side and told to off?  Too young to be interested in such a vehicle?  Do I look like I don’t have enough money to buy such a vehicle?  Was it the way I dressed?  Jeans and a sweater not good enough?  They don’t want me to joyride their performance wagon?  To me, there is no justification for such unbelievable behaviour by the manager of the dealership.  

At this point, I am fuming.  So I leave, but before I left, I asked for the dealer owner’s name and number.  You can be sure I will be asking him on his dealer ethics, his dealer’s customer service guidelines and how he can trust his dealership to the hands of Mr. Robinson.  Is turning away potential customers common practice?  Is stereotyping buyers an everyday occurrence at this dealership? We will see how well this goes and the possibility of informing Volvo Canada on how one of their dealers is treating potential customers these days.

I have been to many dealerships to test drive various vehicles in all price ranges.  BMW.  Audi.  Acura.  Lexus.  Porsche.  Infiniti.  Never have I received the rudeness and unprofessional attitude that I have experienced at Anglo Canadian Motors.  Volvo may build good cars, but it’s the dealers that sell them.  My experience with Mr. Robinson at Anglo Canadian Motors and how he pigeonholed me for a ‘tire kicker’ is insulting, unprofessional, and extremely offending.  I have never been looked down on  as I was this afternoon.  

It’s unfortunate that Edmonton only has the one Volvo dealership in the city, because this sort of experience really shows you that the sales manager there will only provide quality customer care if you fit their profile of a Volvo buyer.  The ride down to Calgary and shop at Valentine Volvo would be well worth the trip for any Edmonton resident as the dealer there is professional, courteous, and is not judgemental of any potential client.  

Extremely disappointed by this experience and right now, a big thumbs down to the Anglo Canadian Volvo dealership.

[captain_ron]

Why did you tell him how much you owned on it? Why just not tell him you owned it outright?

[Brigitte]

Wow, MD.  I'd have been mighty pissed off too.  Sitting you down and lecturing YOU, of all people?  Holy cow.  Good thing I wasn't there.  

Unbelievable.  Hopefully you just hit on the one rotten apple in the barrel.

[barrie1]

MD this Dealer forgot how much he needs you more then you need him. There's other Dealers but I would write Volvo Canada a letter and tell your views. I doubt they will appreciate his actions either. Some guys are not very bright.

[marineboy]

I've heard of this treatment by the high end, MB, BMW,Volvo dealers in town. Many people go down to Calgary and find that they were treated much better. These dealers don't realize that the buying experience is as important as the car to get repeat customers.

[Driver]

I feel you disappointment MD.  Had the same bad customer service experience about a month ago at Erin Mills Volvo. The sales guy and sales manager pigeon-holed me as well by asking the same silly questions.  They did allow me to drive their demo XC90 (the sales manager's ride), however they were giving me the cold shoulder, as if wanting me to go away and stop wasting their time.  The clincher was the sales guy giving me a full-line brochure even if I asked for an XC90 specific brochure.  I repeated my request, he said to me, with his "arsehole" face, they ran out of XC90 brochures and that I just look over the internet for an online brochure.

It doesn't make sense for me to buy an expensive vehicle and get crappy service from Erin Mills Volvo... so off to BMW I went and did my test drive... and the rest is history

[barrie1]

Crolly you should also write a letter to the folks at Volvo and tell them why they lost a sale. No dealership needs ignorant Donkeys to cut their own throat. They build an excellent product but should train their sales staff to the same specs.

[Serniter]

Hmmm... I consider the MDX an upscale vehicle. Surely anybody wanting to move up from an MDX could consider a Volvo!! I am dismayed by your experience. Hopefully, it isnt a widespread affliction.

[saint11]

wow, what a tool.

[gibsonguy]

Wow MD, that sucks! Any way of keeping us posted as to your future endeavors in this matter?

[WW]

What a dealership...

[inco]

And there is a perfect example of why car companies should own their own stores and sell their own products and this way have control over the people who they depend on.

Banks don't. If car companies want to take a giant stride for mankind and ensure that the playing field is level......

On a different note MDX - did he ask where you were from at any point?  Knowing that you were from Calgary would alert him that you may be just tire kicking and maybe accounts for his hesitancy.

Asking for that car too, because he only had the one, probably raised the bar to want to protect his one and only asset.

Still I do believe he went over the edge and perhaps showed that he is a little racist. It might be that he has had other tire kickers who fall into the same ethic background as you who maybe were hard on his equipment and he wasn't going to let the next one do it.  

Maybe you were the 'next one'. He may have pre-judged you and lumped you into 'that crowd'.

Perhaps you are a little sensitive about that? Still I would do as you proposed and make an issue of it - as high up the ladder as you want because it needs to be told.

Now on the lighter side maybe you were dressed funny with those shorts that have access from both sides? Or maybe he could tell you were a CD regular here and just out to be a 'test whore" instead of your regular  post whoring!

[Smainville]

Serniter says Surely anybody wanting to move up from an MDX could consider a Volvo How about anybody wanting to move up from a Volvo could consider an MDX!

[wing]

Interesting, this is how I use to be treated (somewhat, not so badly) but now I just walk in, say I want to test that car and the dealers hop in with me.  Not sure why.

[S60]

Agree with Inco, corporate ownership has its merits, no doubt about that.

Both MDx and Crolly should make Volvo Canada aware of their experiences.
Address:  175 Gordon Baker Road , North York, ON, M2H 2N7  
Phone:  416 - 493-3700  
Fax:  416 - 496-0552  
Web Site: www.volvocanada.com  
E-Mail: customerservice@volvocars.com  
CEO:  Paul Cummings, President & C.E.O.  
CFO:  Mohamed Shafeek, V.P. & C.F.O.  
HR :  Jodi Koch, H.R. Manager  

Sorry to hear of your bad experiences with these 2
dealerships.

[Turbo Bob]

I find it easier to give dealerships a call and let them know that you want a test drive, this gives them time to organise the spec you want, and means if they say yes on the phone, then whatever you turn up in, they can't say no...

[Bullet Blue]

That is unbelievable MDX. Take S60 and Barrie's advice and make them aware.  

Too bad because I had the chance to drive a V70R for the day last november 6 spd and my only impression was WOW. While I'm sure the automatic would be adequate, you'll probably find that the 6 spd is the way to go for you. Just out of curiosity how much was the car selling for?

I had a very similar experience at a local chrysler/jeep dealership. I was convinced that the salesman's rudeness and ignorance towards me was racially motivated so I wrote to Chrysler Canada and 3 days later I had recieved a letter of apology and was informed that that particular salesman was fired for his actions.

The best thing you can do, is make your voice heard.

[JSCC]

Intersting how "entry level" dealerships don't let you leave the store and push you into test drives.

On the other hand, "high class" dealerships try to shovel you out the door and not allow you to try their vehicles.

[S60]

Bullit, the car is listed at $59,900. Bob_d advice on making an appointment for a test drive is bang on.
Still doesn't excuse the treatment MDx was given at Anglo or Crolly's at Erin Mills.

[Sterling]

Wow, some of you guys need to chill. First of all, manufacturers don't give a hoot about their dealerships used car operations (most barely care about their new car operations). Second, a "serious buyer" is someone who may buy the car today. A "maybe buyer" is someone that may come back but if they are hostile at answering questions the chances are remote. Seeing as how you don't even live in that city, was buying that car even a possibility? Maybe it was, I don't know. But if you had no intention of buying that car, why should the dealer waste time letting you drive it around? You said yourself, "All I was interested in was taking the V70R for a test drive." Unfortunately, dealers are more interested in selling than just demonstrating.

It seems to be a common expectation that dealerships should be there to provide test drives to anyone that asks. I have a neighbor that brags about using dealerships for test drives so that he can then buy privately. It's like owning a shoe store and being happy that everybody tries on your shoes so they can buy them off ebay.

Maybe the guy was jerk, I'm just giving another perspective.