Why do so many Backroomers say the car manufactirer's name when really they're talking about a particular franchised dealer? Why do they say "I took my car to Renault" when really they mean they took their car to a Renault dealer?
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In the eyes of poor old deluded Joe Public, the dealer represents the manufacturer, even though the law might state otherwise.
And he'll certainly realise life isn't that simple as soon as something goes wrong...
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There's not much I could add to mike's answer - except to say that the arrangement certainly isn't set up to help poor old deluded Joe Public.
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I realise that you (probably) picked Renault at random, but, actually - don't Renault own most of their dealerships?
This is more common than you might think - brands as diverse as Mercedes and Peugeot own many of their own dealerships.
Edited by Bill Payer on 21/03/2008 at 14:42
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It could well be they are referring to warranty work - ie I took my car to the dealer who is an agent of Renault and Renault made all the decisions as to whether the work was covered under warranty?
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Quite possibly because the name/shame policy precludes them actually mentioning who the dealer is.
:-)
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I had a customer service issue with a Ford dealership recently, DM, a well known franchise in London. When I complained to Ford HQ, they sloped shoulders, even though the dealership sold THEIR products with a massive Ford badge and other company insignia, the dealership were autonomous. The two are seperate, would you believe. The tail wags the dog in this situation. I presumed Ford HQ would have instructed their dealership to show some kind of loyalty to the brand. But no, I was left to sink by both parties. Neither one taking responsibility, or looking after my interests. The JD Power survey indicates Ford is rather poor when it comes to customer service. The Japanese dominate the top 10. I'll be seeking a car from one of those in future. Bye, bye Ford.
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The dealers are representing the manufacturer - to the public they are the only contact with the manufacturer so in essence they are the manufacturer - at the end of the day it is the manufactureres name above the door - no-one elses.
As a dealer you have to comply with everything the dealer wants you to - including how much you spend on decor and workshops etc.
scribes problem above is just typical of a dealer network and manufacturer that does not care about it's customers and is using the arrangement to fob the customer off.
As he says that would rarely happen with one of the jap brands.
They recognise that they are represented as a brand by the dealer and understand the value of training them properly.
As a Toyota president once said - "Customers come first, then delaers and lastly the maker"
No other car company thinks like that - which maybe explains why they are now the biggest car company in the world.
www.toyota.co.jp/en/vision/traditions/nov_dec_02.h...l
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Why do they say "I took my car to Renault" when really they mean they took their car to a Renault dealer?
see: www.honestjohn.co.uk/forum/post/index.htm?t=52512&...f
"slag off "Peugeot" when really they mean an unspecified Peugeot dealer or Peugeot dealers in general. ..."I took my car to Peugeot to be serviced and they ripped me off " "
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Why do they say "I took my car to Renault" when really they mean they took their car to a Renault dealer?
And referring to "My mechanic" as though he is an employee. ;)
Edited by martint123 on 22/03/2008 at 21:21
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