It seems that Humber Motors Ford in Corner Brook doesn’t want my business. According to their sales representative and their sales manager they had too many “issues” with me in the past and “Humber Motors Ford would prefer you purchase your Ford product elsewhere.”
I haven’t hidden the fact I wasn’t pleased with the service received at Humber Motors Ford in Corner Brook or with the quality of my 2008 Ford Ranger.
I ran into issues with my 2008 Ford Ranger. I complained and blogged about Humber Motors Ford’s customer service. I had actually vowed never to buy a North American auto again but decided to give both Humber Motors Ford and Ford Canada an opportunity to live up to their billing as being “service leaders” and a manufacturer of “quality vehicles”. Maybe the problems with both product and service I experienced at Humber Motors Ford in Corner Brook were the “exception”, not the rule.
That isn’t going to happen because Humber Motors Ford in Corner Brook doesn’t want to sell me a $40,000 truck.
The sales manager at Humber Motors Ford in Corner Brook was very vague as to why I was being refused an opportunity to purchase a new vehicle. He alluded to a problem that I had with other businesses and said something like “Haven’t you had problems with companies other than Humber Motors Ford like Canadian Tire?”
While I realize the sales manager is attempting to show that I am a difficult customer, I fail to see how this is relevant.
I am a demanding customer and when it comes to me spending my money, I want service. When I don’t receive service I complain. It has nothing to do with the name of the company or the product that I’m buying. It is about wanting a relationship with a company that can offer me what I feel is a balance between quality and price without sacrificing customer service.
Is it wrong for a customer who spends money at a business to demand quality products and customer service? Is it wrong for a customer who doesn’t receive a quality product or great customer service to complain?
I don’t think so.
It wasn’t like I hadn’t given Humber Motors Ford an opportunity to fix the issue with my vehicle. The fact they were unable to determine the problem initially and then took them several attempts to permanently fix the problem speaks volumes should provide enough indication about Humber Motors Ford’s service and the quality of products they sell.
Ford Motor Company’s stance on this when I contacted them – Humber Motors Ford is an independently owned and franchised dealership. They are responsible for their staff and the decisions it makes. There is nothing that prevents Humber Motors Ford from electing not to deal with certain customers. Humber Motors Ford has to provide warranty service as part of their dealership arrangement but the relationship with any customer ends there should the dealership wish to end it there.
Ford Canada was disappointed at Humber Motors Ford’s decision not to sell me a Ford vehicle. They wanted to find me another dealer other than Humber Motors Ford.
I quickly declined their offer.
It is obvious Humber Motors Ford in Corner Brook doesn’t understand what is meant to offer good customer service or what is required to establish and grow a relationship. Simply meeting “warranty obligations (I love how they use both Ford and Humber Motors Ford use this term) is not customer service. Abandoning existing customers just because they complain when issues arise is no way to build a relationship.
Humber Motors Ford should have recognized the potential presented in this situation. Humber Motors Ford could have used this opportunity to demonstrate it truly did care about its customers and its relationships with them.
Throughout any business/consumer relationship, there will be times when the relationship becomes strained and disagreements will occur. What separates the good and bad companies is how they deal with issues when they arise. Humber Motors Ford elected to toss me aside as a customer and refused to sell me a $40,000 truck because I wanted service.
What does this say to customers? Don’t bother complaining or have any issues with your vehicles. We’ll honor “warranty obligations” but won’t sell to you or deal with you in the future.
I’m intelligent enough to know that a customer isn’t always right even though there are some customers that believe businesses owe them the moon. Businesses exist to make money and there are some customers who make unreasonable demands.
I don’t think this was the case in this incident.
I had an issue with my vehicle and felt Humber Motors Ford didn’t do enough to remedy the issue other than meet “warranty obligations”. I complained until the problem was corrected and raised my issues using mechanisms made available to me through Ford Canada’s customer relations centre. I voiced my displeasure with how things were handled and actively sought a resolution to my concerns. Any reasonable customer would have done the same. If I didn’t complain and utilize the mechanisms available to me how long would it have taken for Humber Motors Ford to repair the issue?
I admit, I am not a passive customer in any relationship. I acknowledge great service (as I did for TD Insurance) and complain when I feel I’m being treated as just “another “customer” or when issues are being ignored. I dislike the phrases like “We have never had any problems like this before.“ and admire a company when they say “How can we make this right?”
Humber Motors Ford’s response is typical of a company who fails to understand customer service goes beyond those typical responses. Humber Motors Ford’s response is typical of a company who fails to understand the social aspect of the business-consumer relationship. Humber Motor Ford’s response is typical of a company who cares less about its customers and more about avoiding “issues” for its business.
Rather than opting to work with its customers and strengthen the relationship, Humber Motors Ford elected to dismiss concerns and end the relationship. I was willing to give this dealership another opportunity.
I’m not upset with what’s occurred. I find the whole situation hilarious. It speaks volumes as to how Humber Motors Ford deals with issues and concerns and should be a red flag for any existing customers or potential customers of this dealership.
Do I harbour any ill-feelings towards Humber Motors Ford? Not at all!
I feel for Humber Motors Ford’s existing customers with “issues” because this may just be glimpse of what their futures hold.
I wish Humber Motors Ford in Corner Brook the best of luck in its future. Any company that can turn down a $40,000 sale is obviously not hurting for business and obviously doesn’t care about losing customers.
But it’s as I said before, Humber Motors Ford just doesn’t get it. It’s not about just this one sale they lost. It’s about destroying a relationship with a customer who could have potentially spent approximately $500,000 at the dealership through the course of the relationship.