JK Coney
same
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Joined: 04/03/2012
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Good Sam RV Club Member
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Just wanted to wrap this one up. We drove to NJ because we were told we had to come with the full payment "before their end of month numbers", and buy the 2012 one in stock. We consummated the deal, but were denied the $250 credit, (later sent to us from the manager because of you... thanks). Although we weren't ready to pick it up for a month, we were given an orientation by Lucas. Couple weeks later we dropped by to get a weight disty hitch and electronic brake controller installed, and had to ask for a demo. Again we were made aware that this kind of help usually would cost. Chris the tech was great in showing us the complicated hitch & unhitching. We tipped him. Another couple of weeks we were ready to pick it up. Since we were newbies I emailed our salesman and asked him if someone could give us a couple minutes to go over a few things. How to light the manual burner, furnace, refresher on the hitch, etc. He email me that we already got the orientation and I should contact the service manager, and they would be glad to give us another orientation for $119. I swear that when we first met he told us "we'll hold your hand and not let you go out the lot until you're sure of everything". I called to tell him that we were in our 60's and a bit anxious about towing a trailer for the first time in our new Jeep Liberty, and not remembering how to work that hitch or brake control. Call me naive but I expected some sort of test drive and spin around the block to make sure all was OK. He told me there was nothing else he could do, he was just a salesman.
We arrived to pick it up and were rescued by Valerie. She had Chris give us a few minutes refresher, and the service staff were all so friendly and helpful, they were like family. That's all we wanted from the sales department, a few minutes, but once they had the deal doone... we were nothing to them anymore. Someone overheard our comments and I was asked if I would speak to your GM Tom T. about it all. Of course I agreed, and I told him the entire story. He told me how they were trying to make changes for the better, and I can't believe how bad it "used to be". Being a former sales manager myself, I asked him how long he was there. "4 years" he said. I was speechless. Our salesman never made eye contact or said hello to us. I swear we are not jerks, troublemakers, or high maintenance customers. This is all new to us, and we wanted a little care is all.
After our harrowing 800 mile maiden voyage to Williamsburg, we returned to get a sway control bar fitted. We were there until 5pm when everyone went home, had a problem, and the service manager, Valerie and Chris all came back to help us figure out what it was... after hours. Service dept expensive, but they get an A. Sales gets a well deserved F and needs a new model and a complete overhaul. Thanks for listening!
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