Dealer pressure to answer Hyundai survey & give "excellent" ratings. Anyone else?
The dealer I used to buy my car had 2 different people in person tell me that I should give them excellent grades on a post purchase Hyundai survey that will come via email or they will not get paid.
A person I never met from the dealer then called on the phone saying I should give excellent grades & to answer the survey when it comes.
Then the salesman called to tell me yet again about the survey that will come via email & the importance of giving excellent grades for them.
Has anyone else been given dealer pressure to give excellent grades on a post purchase survey that Hyundai sends out?
I find it very surprising how much they are pushing and also question how accurate initial ratings are for the cars considering their pushing of buyers in how they want you to answer it.
From the salesman to the general sales manager and everyone in-between told my granddaughter this the other week when she bought her new GT.
And you're right, they get bonuses for ALL 10's. If the salesman was a "10" and you gave him that, yet the F&I guy was a jerk, you thereby giving the dealership a 5 in those categories, even the salesman loses money. Not fair to the salesman, if you ask me. EVERYONE has to get a 10 to max out. Seems rigged against the people that try to please the buyer!!!!
I heard the sob story in 2011, I heard it in 2013. I hammered the sales manager for being a jerk on the 2013. My salesman called and asked what happened. When I told him, he understood. He didn't like it, but he understood.
If you're giving a dealer ALL 10's, meaning they are "perfect," and you're not being honest with yourself, are you really falsifying the dealer survey? I blame Hyundai for putting the dealer into this type of situation and the dealer for appealing to your "sympathetic" emotions after he has ripped every said emotion from your soul during the negotiation process.
Just seems unethical, to me, IMHO! But, I'm "old-school," and I have a conscious and I have scruples!
I'm going to suggest she give that survey some serious considerations if she has any qualms about it. But, I won't encourage her to fudge on it, either, should she elect to submit it.
Her dad didn't raise her to not speak the truth. And he was raised the same way, too. The trees don't fall far from the nuts around here, that's for sure!
Ron Carter Hyundai in the Houston area actually gives a $300 gift card (your choice of either Walmart, Best Buy, or Academy Sports) for customers who give them a perfect score on the survey.
Well, this sure sounds like the old "honesty is the best policy" approach, now doesn't it?
Hmm, Christmas is coming. Kids want toys. Mom and dad just bought a new Hyundai. I wonder what kind of evaluation they will give ol' Ron and the boys? :|
Truth be known, that $300 they get back was probably packed into the price of the final deal! So, they get their money back!!!
Oh, THEY know. I can't, for the life of me, remember the intricate details of the survey...been 30 months ago. But MY salesman called and asked about those ratings I gave. So, they know!
The survey you get is tied to your email. The email is tied to your purchase. They know who you are, the ratings you gave, and what you said in the comment box. They know the salesperson's name, the finance guy's name, and the manager's name.
All 10s on the survey counts as a total of 1000. The salesperson needs to have a very high rolling average in order to get paid. A survey of all 9's is not good enough. They're not lying when they say they need all 10's. One bad survey can be enough to bump them under that average and then they don't get paid anything for the month. They still get commission, but it's very low because the money from the surveys is what is needed to be able to make a decent living. So it's not about getting zero on one deal, it's getting nothing on one or two dozen deals in a month.
I don't think it's right to take food off someone's table because you had to wait an hour to get to the finance guy to sign the papers. The salesperson doesn't set the price, the manager does. The salesperson fights to get you a better deal because if you don't sign, he wasted an hour of his life showing you the car and putting up with your stories about how you got your last car for 20% under invoice and how great a driver you are when you nipped the curb on the test drive.
If the price is too high, leave. If you don't like the salesperson or don't trust him/her, leave. If you didn't get the color you want, leave. Don't buy the car and then screw with someone's income. You wouldn't want someone doing that to you. Everyone has bills to pay, and anyone you hate enough to bankrupt should not be a person you are doing business with.
Give them all 10s and make Hyundai pay them for the time they spent with you. For any complaints, put them in the comment box and the general manager will see them.
The business model used is designed to drive sales. If you can make less money on a particular car, or even sell it at cost, you can do so if that car gets you to "the next level" where you're making more money just for moving the car off the lot. For that reason, the salesperson is more interested in selling you the car than they are in holding out for an extra few hundred in profit, of which he/she will see maybe $40. It's the manager that is trying to find ways to squeeze an extra grand out of the buyer, and the poor salesman is caught in the middle. Giving him/her all 2's just means they fought to get you the best deal the manager would offer and they get very little for doing it.
Once buyers realize that Hyundai is holding the salesman's toes to the fire - an admirable goal but very poorly executed - they will let the salesperson get paid for their work and then leave a scathing manager review on dealerrater or google - that's the best way to stick it to a nasty or greedy manager.
I second this. If the salesguy did a pretty decent job, he should have the right to put food on his table. I work as a waiter and it's the same analogy, I'm sorry your steak has too much salt.
I've given my dealership and their personnel 10s every time. Why? Because they deserved it. I cannot think of any way they could have done their jobs better. They always do their best as far as I'm concerned, and have done everything to convince me that customer service is their top priority.
I am 57 years old, and my Hyundai dealership is far and away the best that I've EVER dealt with, and they are consistently.
Mine was under different management when I bought the 2013. Some of these guys were jerks. Shortly afterward, they were assimilated, with new management arriving and some (not-so professional) key personnel removed and replaced. The overall effect of this cleansing? The new group should get "11's."
Is my dealership (Bob Howard Hyundai) perfect? Of course not. But they sure will suffice until someone can figure a way to build the perfect dealership. NO complaints here. And believe me when I say this: if I had complaints, I would be posting them!
I have purchased 2 Elantras,one in 2011 and another 6 months ago and got the same pressure regarding the survey both times. Same dealership as well. The first survey I filled out and was honest-not a lot of 10s but generally good numbers. The second survey I ignored as NO ONE called me from the dealer ever to see how car was working out. I think the whole thing is crap at this point. What is the point of rating 1 thru 10 if only 10s give the salesman his pat on the back.
I'm inclined to agree with this point. As consumers, we have the right to go to another dealership for our Hyundai vehicles. If another dealer is doing things to warrant "10"s, then great! The process is used to motivate personnel to operate a certain way and ties their individual standard of living to that ideal. My salesman was okay, not great, and did nothing to piss me off. He got 10's for that. The delivery folks sucked and delivered a somewhat clean car with a rear windshield that was filthy and hard to see out of. They did not get 10's. If the salesman's commission is tied to 10's all across the board, then that sucks for him. Obviously, the delivery crew is not compensated very well or 10's would mean more to them. But if the salesman's bonus is tied to 10's across the board, he'd better make friends in the delivery department or micromanage the delivery crew all the way to delivery. Just my .02.
Amazing. I purchased a Soul in April 2012, the Elantra in July 2013, and a Prius v III in October 2014. None of these dealers mentioned upcoming survey nor did they mention giving them any type of marks. Maybe it's different in California.
I got the pressure too, was really weird and off-putting, just made me feel uncomfortable. In the end I was honest on the survey and they only scored about average, because that's the service I got...
My dealership service managers are assholes and I gave them the grade they deserved. Now, funny somehow, I do not receive any surveys. My Elantra (2012 w/30K) is my 6th Elantra i've owned and it is a piece of ****. It will be my last Elantra. Dealer said whenever I had a problem with the car they would supply a rental but once I actually started having problems they refused to give me a rental car. I was told that getting my oil changed anywhere else but the dealer would void all warranties since the Elantra requires a "special" oil filter that can only be purchased at Hyundai. I usually waited in the showroom for TWO HOURS while they change my oil. I still have several problems with my Elantra and dealership refuses to figure the problems out and fix them. I am on my third set of tires at 30,000 miles. Car's awful suspension was apparent the first day I purchased it. Drives like a truck and abuses all 4 tires despite rotations and alignments. And I purchased a 40MPG car, and I drive it like a grandma usually keeping the tach under 2 and I get 21MPG on winter fuel! Car shakes and vibrates and is noisy and they say everything is fine. And they want me to give them all "perfect scores" when my car is far from perfect.
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