What is the reasoning behind giving the dealers full account of the customer satisfaction surveys?

I was under the impression that the information was completely confidential. I ripped my dealer in the survey and they know about it! I can't take my car to them anymore, since they'll probably cut the brake lines, fill the gas tank with sugar and put sand in my engine oil.

This type of information should be kept confidential, and the dealers should be advised only of the anonymous results, not who said what in their survey!

 

See below:

 

I struggled with this concept before I completed my survey.

My dealer said/did a couple things that were unacceptable to me when i picked up my car. The salesperson knew I was not happy with this area of the transaction, but did not do anything at the time to even try and rectify it.

When it came time to complete the survey, I pondered calling them up, and letting them know that I had the survey in hand, and remind them about the situation that had come up. But when i thought about it, what were they going to do at this point, to appease me? Free oil change? Coffee mugs?

I decided not to call them, and give them an opportunity to 'buy' a good review from me. I sent the survey in as I think Nissan would like to see it- a true review of my experience.

And I did not make it confidential. I'm fine if the dealer see's it, and I hope that they do. If they are as honest as I was, they will fess up to screwing around with me, and take whatever medicine is prescribed.

But if I had received a phone call fromm them, akcnowledging and apologizing for their error, at some point during the 60 days from pick-up to survey receipt, I probably would've changed my survey tune.

I'll gladly take my car elsewhere for service.

 

Either Nissan Canada surveys are different or I missed the confidentiality option. I suspect the latter to be the case, b/c as I recall, the survey was in black and white and did not specifically mention the dealership.

In any event, I think Nissan should make the surveys confidential de facto. I have to admit that I was pissed off when I filled out the survey, and I probably shouldn't have given my dealer such a bad review. But during first service, they disregarded or refuted the credibility of my complaints about damage during delivery or the BOSE system. The dealer didn't inform me of damaged rims prior to delivery and tried to seal the deal without letting me properly inspect the vehicle.

 

I still haven't received this survey. I assume it goes to everyone that buys the car, as my salesman kept asking me how I was going to rate him. I've had my Z since 9/26, but the only surveys I've done are the JD Powers and a Maritz (sp), but those were just general car-buying questions (why did you pick this car, what other cars were you thinking of, etc.), but nothing related to my specific dealership.

It's been so long now since delivery that I don't really care whether I ever see a survey or not. What's bothering me is I never got any letter from Nissan about "The Run" DVD like some other did back in December. Where the hell's my letter! I want more free stuff!

 

If they're that bad, would you want to take the car back to them anyway (unless they're the only dealer near you)?

Sometimes people need to know that their performance is unacceptable and that they will be held accountable (assuming everything in your survey is true and not exaggerated). How else are they ever going to change? At least, now if they miss up on the service end, they should know that you would report them again.

WayneTN

 

I've heard bad things about Nissan in Canada in general...All dealers. I do not know if it is the dealers fault, or Nissan Canadas, but the dealers know nothing about the Z. They have no clue that there is a problem with the stereo, they have no clue about tranny issues, they have no clue about winter tire options, they have no clue about the tire pressure sensors (one dealer said they need to be replaced every time you swap tires because they will break), they have no clue about the window streaks etc etc etc. There has not been one TSB issued for the Z in Canada yet. So this issue may run up higher then just the dealers.

 

I too gave the dealership a horrible review. I thought about checking the box but when I thought about it a little further, I figured there was no point. Mine was the second car delivered and the experience was so horrible, I knew they would immediately know who turned in the review. Screw them.

 

I have had a few phone surveys since purchasing the car 2 wks ago...

The one about the salesperson, I told the truth: HE SUCKED. I asked him MANY questions about the car (how to roll the windows down from keychain, change shift light rpm, etc), and he had no answer for them. He told me nothing about the car (break in period, performance specs, etc). I felt he was not informed on the car AT ALL (he even said that my test drive was his first chance to ride in the car!!!)

Let me just note that he has been trying to sell the car to me since NOVEMBER!!! and I have learned more off this web site in 1 week than I did from him in 3 months.

I told a phone survey from Nissan 1 week ago that I thought he wasn't trained well on the car and that he dicked me around on the price (He told me to sign a buyers order being "confident" he could get my payments where I wanted them. I didn't sign without KNOWING the actual payments. Next day I called him, $36 more a month than what I told him the max payment I could make. Glad I didn't sign the buyers order. 30 min later, the manager called and had me where I wanted to be.)

3 days ago he called me up, harassed me for 30-45 minutes, told me he got disciplined about my responces to the survey, told me I was ****ing with his job, then hung up on me.

I thought about calling his manager, but the guy knows where I work and alot of info about me, plus my car is the only one in my city in Brickyard (no key marks, pleeze).

JUST A WORD OF WARNING!!!