Mercury Dealer Suckage: I finally "get" it

[Donny Carlson]

My last visit to my dealer, I finally understood why Mercury is not the brand to sell performance cars, or for that matter, "sporty" cars to younger buyers. I am an informed owner, and want my car serviced right, and preferably by my dealer. I make a good income, can afford the car, and will pay for good work. I do little or none of my own maintenance.

My dealer's service department treats me like I am an annoyance at best, and a waste of their time at worst. The way I figure it, Marauders are history in their eyes, the real money is those aging customers sitting in the lounge watching Judge Judy, drinking complementary cups of coffee, and farting into the cushions on their sofas. These are the people that the dealership sells unnecessary services to, the ones who pay $300 for service you and I could do ourselves for less than $50 in parts. The service writer or manager goes in and tells them they need this or that, and they just roll over and say please don't break it off in me too hard this time. Theys too much money in servicing GM's and Town Cars. Folks like us are too much a PIA and, worse, ask questions.

I don't doubt there are dealers out there that appreciate the Marauder (and Team Ford isn't really all that far away...), but based on the two dealers here in Birmingham and their :censor: attitudes about our beloved cars, I would say the basic culture of Mercury dealers is towards selling and maintaining cars for older types with no interest in performance, with certain dealers exceptions.

What really chaps my butt is they have a willing, dollar spending, not fixed income BUYER that they could have as a loyal customer for years, but this :censor: off attitude of thiers makes me never want to spend a dime there again.

[cruzer]

Donny, I believe I am finally going to have to admit you are right--I've been driving Mercury's exclusively since 1953 and I have never seen such a change of attitude as I am seing now. The $ 200 15,000 mile check is "the thing" now. My dealer KNOWS that I adhere to warranty REQUIRED maint. only--if I need something else, I ask for it--my 20,000 mi check cost me $28.50 and i fully complied with warranty--read the service book carefully---very few things are mandatory for warranty--just the important ones---tranny fluid, anti-freeze--oil & filter--all other---front end--injector cleaning---frequent fuel filter (93 octane doesn't usually have too many impurities)--"tune ups" ?????'--spark plugs (100,000)---ignition wires--etc are :bs: . We pay close attention to our cars and demand precision service by properly trained techs to our preventative maint needs.. The penny pinchers just can't stand that. :argue: IMHO

[Merc-O-matic]

Donny you are right on the money!
It's sad Mercury can't get it right....
only wish they could.

Gotta Love It! :rock:

[EbonyMarauder03]

The sad part of all of this is commision and flat rate labor. I'm not saying what is going on is right, it's not, but in the service advisor's eyes or tech's mind it is the only way they can make decent money. If both techs and advisors were on a salary pay none of this would happen. Techs only make money on "upselling", and so do advisors. Your local shop usually pays it's techs off of a time card like the rest of us so if they do only an oil change versus doing an oil change, air filter and fuel filter they are still paid the same.


With the economy in the toilet shops are slow and unfortunately to make up for lost money they're upselling you the customer like crazy.

As for quality of work or a caring attitude that is up to the dealership. Someone needs to step in and adjust attitudes a little. No matter what you drive they should still treat you like they'd like to be treated. I've seen all kinds of advisors, and I know they have a crappy job dealing with whiners to people who care about their cars to the people who want everything free but still they need to keep an open mind to everyone.

Sad to say this is the nature of things now and like it's been said before all you need to do is stop at another nearby dealer and the whole world is different.

[mad man]

My last visit to my dealer, I finally understood why Mercury is not the brand to sell performance cars, or for that matter, "sporty" cars to younger buyers. I am an informed owner, and want my car serviced right, and preferably by my dealer. I make a good income, can afford the car, and will pay for good work. I do little or none of my own maintenance.

My dealer's service department treats me like I am an annoyance at best, and a waste of their time at worst. The way I figure it, Marauders are history in their eyes, the real money is those aging customers sitting in the lounge watching Judge Judy, drinking complementary cups of coffee, and farting into the cushions on their sofas. These are the people that the dealership sells unnecessary services to, the ones who pay $300 for service you and I could do ourselves for less than $50 in parts. The service writer or manager goes in and tells them they need this or that, and they just roll over and say please don't break it off in me too hard this time. Theys too much money in servicing GM's and Town Cars. Folks like us are too much a PIA and, worse, ask questions.

I don't doubt there are dealers out there that appreciate the Marauder (and Team Ford isn't really all that far away...), but based on the two dealers here in Birmingham and their :censor: attitudes about our beloved cars, I would say the basic culture of Mercury dealers is towards selling and maintaining cars for older types with no interest in performance, with certain dealers exceptions.

What really chaps my butt is they have a willing, dollar spending, not fixed income BUYER that they could have as a loyal customer for years, but this :censor: off attitude of thiers makes me never want to spend a dime there again.Talk about sucking . I made my mind up to up grade my marauder by trading it in for a silver 04. Well i found one not far away and test drove it.It was loaded factory moon roof and all .After 5 days of thinking about it i went to pick it up saturday. This was after talking to them friday .Thay said the car would be ready the next morning for delivery.Well got to the dealer and first the saleman can't find the car. And after helping him look we find it across the street with the used cars. Someone at the dealer ship hide the car because it had 2 nice dents in the roof and it was dirty. Well seeing that i had to say no to there deal X plan $32.300.And thay had the balls to offer it to me with the dent's for 150.00 less . :lol:

[EbonyMarauder03]

That ranks pretty high for bad business. Just a little honesty would be nice.:nono:

[TheDealer]

GEEZ!!!!! :burnout:

[Mark McQuaide]

My dealer's service department treats me like I am an annoyance at best, and a waste of their time at worst.

Ditto here on the dealer suckage (Winner F/L/M, Newark, DE). I couldn't have said it better.

[MERCMAN]

Sorry to hear about dealers that leave a bad taste in your mouths. I have only high praise for my dealer and his service dept. Of course, my dealer is in a small town, so he goes the "extra" mile whereas the mega-stores with a sales staff larger than most 3rd world armies, will feed you to the sharks. The owner of my dealership had a talk with me about his '03 Mercury sales(he is a Ford dealer as well) He only sold 5 mercurys last year, 3 GM's one mountaineer, and my MM. I guess my car was the highest sticker of any of his sales, and I got a hell of a deal on it:) Sometimes bigger is not better :rock:

[NOMARQUIS]

Well Fellaz, welcome to the world of FMC service departments and dealerships. Most of them I've been to in my 12 years of driving, suck donkey d--k. Even a dealer I found to be decent lately will not replace my water filled headlamp ass'y. "Ford says they need to be filled w/ 50% water before replacement," I was told. Then they couldn't align my front end because of what they called "aftermarket" wheels. "Oh, you mean my stock 18" rims?" I replied. My last visit to the dealership for warranty left me feeling very mad. Normally, this dealer is great, but I wasn't to happy to leave with 2 fishbowls for headlamps and a car that pulls right. I guess I have to pay for an alignment, that's what they told me. Yeah, if your upset about your service from Ford, you can always talk to the customer service line. Your call will result in some foreigner what can't speak english telling you they will "forward your complaint to the dealer" and nothing more. I have a friend who bought a problem ridden Bonneville SSEi and GM has been very nice in handling all his problems. The GM factory rep even met with him. Ford says "No customer contact with reps." A sticker price of 34,825 and we don't even get a free reach around or a kiss. (sorry, but just my 2 cents worth)

Eric

[tta197]

Mercman, what dealership do you go to? Because the one by me, Tom Roush L/M, in Westfield (north suburb of Indy) sucks. They are exactly like Donny described it. This is why I do all my own maintenance.

[jstevens]

Now you've scared the ***** out of me. I've always been loyal to GM and Chevrolet but after seeing the Maruauder, just had to have one.

I'm hoping my dealer experience is better because nothing pisses me off more than an attitude after forking over 31K for a car.

[MERCMAN]

Mercman, what dealership do you go to? Because the one by me, Tom Roush L/M, in Westfield (north suburb of Indy) sucks. They are exactly like Donny described it. This is why I do all my own maintenance.

Tipton Ford/Mercury let me know I will hook you up. They will take great care of you. They wash it every time as well:)

[MapleLeafMerc]

Donny, thanks for making this point, and for the others who agreed. Now, I don't want to get on a rant, here, but this much I know is true: some members have been blessed with being near good dealers. The rest of us feel like lepers at times. I'd love to see a poll of how many have a nearby dealer who treats you with respect.


Now you've scared the ***** out of me. I've always been loyal to GM and Chevrolet but after seeing the Maruauder, just had to have one.

I'm hoping my dealer experience is better because nothing pisses me off more than an attitude after forking over 31K for a car.

Best of luck!

[marauder307]

Well I guess I better balance the scales a bit here. I've got nothing but good things to say about Dave Sinclair South County L-M here in STL. They've done well by me and for me, and I've got no complaints. I even helped 'em sell a car once, by using mine for a test drive. The West County store, from what I understand, isn't too bad either. I guess I'm pretty lucky; Sinclair's pretty much got the monopoly in the STL and surrounding areas, and they could be real buttholes about service if they wanted to because there's nowhere else for me, LML, STLThunder, and 93tealcobra to go if we need warranty work done. But they're not, and I'm glad. Getting ready to go in for another oil change at 15k, and get my squeaky driver's seat and binding HVAC fixed; I've got plenty of faith that they will be.

It helps to build a bit of dealer rapport. Being a service writer must really suck; I watched one guy, a well-turned-out individual, obviously somebody's high-powered executive type, blow a head gasket at the service desk one day, all because his damn Navigator wasn't washed as part of an oil change. The writer tried to explain to him that such things aren't included, but he wasn't listening...I've stood behind a desk or two in my time. Customers like that tend to foul up your whole day. Saw the truck sitting outside in customer parking; looked like it had already come from the wash, and a $150 detail job too.

Felt bad for the writer. Wanted to knife the exec's tires.

First time I went in to the dealer, I had my coupon for a free oil change in hand, but it had been written by the dealer in Daytona Beach. Sinclair didn't want to honor it at first; but with some (admittedly tense) conversation, and a phone call to Daytona, they did anyway and that one act showed me that they were some good folks. Haven't had any problems since. They know me and the car on sight now, and I usually get great service.

Hope this does what I originally set it out to do. I don't disagree that there's some dealers out there that don't know or understand the Marauder platform, and don't care that they don't either. But I think the responsibility is gonna rest with us to educate them. Be patient; sometimes these guys aren't too swift. But they'll come around eventually.

[tta197]

Mercman, Thanks for the info., I'll keep that dealership in mind. That's not far from my house.

[Redster]

I haven't had any service yet, only 800 miles, but I bought some wheel locks in the parts dept. and the parts guy didn't know what a MM is. First, he told me that there was no such thing as chrome wheel locks and that I wanted tan ones for a GM. He had to call someone to find out what I was talking about. Then when they got them in, he left a voice mail that he had the parts for my GM.

[deerejoe]

Qualifying the dealer BEFORE buying the car is STILL the best way to do business for the long term.

Spending time with sales personnel is NOT the way to qualify the dealer.

Determine what you want and what you will pay for it. (Try to pay CASH)

Make your intentions known and ask to meet the principal or at least the general manager.
You are interested in establishing a LONG TERM business relationship and will direct ALL your future purchases and interim maintenance with THIS dealer.

Acquaint the dealer with your particular aspects of "ownership" criteria.
You "expect" and/or demand high value treatment as regards yourself and your vehicle purchase and will accept nothing less than good business conduct from all parties.

Don't expect to come away with a pre-purchase "nuptial"; but you can determine if they are truly interested in your LONG TERM business. Again, don't waste your time with sales agents...they cannot and do not make dealer policy.

If for any reason you DO NOT feel comfortable with the overall discussion...DON'T buy anything until your concerns are resolved. You may HAVE to shop elsewhere for your purchase. Be assured, there ARE dealer businessmen who are willing AND anxious to have your LONG TERM business.

Remember, be sincere...the dealer principal WILL respond to your concerns if he/she BELIEVES they will have your LONG TERM business.

The effort has worked well for me...I have purchased (for CASH) 5 NEW vehicles in 3 years from my particular dealer and believe me when I say, they cannot do enough for me when ever I drop in to say "hi" or schedule a service.
Incidentally, 2 of those NEW vehicles were NOT brands he sells!!
His valuable contacts in the auto sales community enables me to purchase ANY brand I want by asking him to get it for me.

PS: NO, I DO NOT ever pay the MSRP...thats merely a ploy for sales games.
However, I do not try to chisel the dealer down to 'bare bones'; we
discuss a fair margin and agree on that basis. BTW, in May of 2003 I paid
$28K (CASH), out the door for my 300A MM with ALL options.

[jspradii]

Qualifying the dealer BEFORE buying the car is STILL the best way to do business for the long term.

Spending time with sales personnel is NOT the way to qualify the dealer.

Determine what you want and what you will pay for it. (Try to pay CASH)

Make your intentions known and ask to meet the principal or at least the general manager.
You are interested in establishing a LONG TERM business relationship and will direct ALL your future purchases and interim maintenance with THIS dealer.

Acquaint the dealer with your particular aspects of "ownership" criteria.
You "expect" and/or demand high value treatment as regards yourself and your vehicle purchase and will accept nothing less than good business conduct from all parties.

Don't expect to come away with a pre-purchase "nuptial"; but you can determine if they are truly interested in your LONG TERM business. Again, don't waste your time with sales agents...they cannot and do not make dealer policy.

If for any reason you DO NOT feel comfortable with the overall discussion...DON'T buy anything until your concerns are resolved. You may HAVE to shop elsewhere for your purchase. Be assured, there ARE dealer businessmen who are willing AND anxious to have your LONG TERM business.

Remember, be sincere...the dealer principal WILL respond to your concerns if he/she BELIEVES they will have your LONG TERM business.

The effort has worked well for me...I have purchased (for CASH) 5 NEW vehicles in 3 years from my particular dealer and believe me when I say, they cannot do enough for me when ever I drop in to say "hi" or schedule a service.
Incidentally, 2 of those NEW vehicles were NOT brands he sells!!
His valuable contacts in the auto sales community enables me to purchase ANY brand I want by asking him to get it for me.

PS: NO, I DO NOT ever pay the MSRP...thats merely a ploy for sales games.
However, I do not try to chisel the dealer down to 'bare bones'; we
discuss a fair margin and agree on that basis. BTW, in May of 2003 I paid
$28K (CASH), out the door for my 300A MM with ALL options.
All THREE of them?:banana2:

[prchrman]

I do not have the patience or the time to train a dealer and his service dept...business will go elsewhere...

[2003 MIB]

I haven't had any service yet, only 800 miles, but I bought some wheel locks in the parts dept. and the parts guy didn't know what a MM is. First, he told me that there was no such thing as chrome wheel locks and that I wanted tan ones for a GM. He had to call someone to find out what I was talking about. Then when they got them in, he left a voice mail that he had the parts for my GM.
Hey Rodster,
John Eagle in Dallas will know the difference between a GM and a Marauder. Too far from FTW? It's 70 miles (one way) for me to have them service my Marauder- it's worth the drive. Ask for David Gainey in Service.
-Dan

[MapleLeafMerc]

I suppose some dealers respond if the paying customer takes on the extra task of 'educating' them to accept their cash nicely! I guess my mistake was assuming that buying 10 - 15 cars from this one dealer over the years would mean something by now. My bad I guess. :uzi:

[deerejoe]

In regards to 'educating the dealer and service dept.'...why not??
How else are you going to get the car of your desires??

Manufacturer direct?
Dealer auctions?
e/bay?
Private owner?
After hours theft?

Someone has to provide the warranty service if needed.

Yeah, it bugs me too that I have to deal with characters from 'the other side' of the spectrum.
It really bugs me to pay $50.00 for a front alignment 'check' when clearly the the front end was OUT of alignment but no perceptible (tire) wear was evident!!
Therefore, my call, my expense...
I don't have the tools to align the front end so, where do I go for that?

Major metro areas have the convenience(??) of multiple choice...true.
Small towns may not offer that choice...as mine does not...but the trade off for the other advantages far out weigh the bad...but thats another subject.

As for service in general...the complexity of todays automobiles has left me in the dust of ignorance. I would not know whether the dealer's technicians knew anything about the MM, GM, LS or Town car!!

Like life...you do the best you can with what you have.
I prefer not to stand ldly by and not try to improve the odds in my favor.

To each his own...

[warren]

After arguing with the L/M service writer about how to rotate tires, what oil to use, the operation of the sub-wolfer, why I should get the oil change special, the installation of a spoiler, why I can't get an ECC updated re-flash, and why their alignments cost 50% more, I finally took black beauty to the local
Cobra Ford Dealer and they...............

treated me like a king
knew all about performance cars
had the service mechanic come out to meet me each time
gave me a special parts counter discount
could answer all my tech. questions

WarrenB :)