Buying a brand new car should be an exciting and often, a special once in a lifetime experience. Not so for me when I bought my latest car.

I’ve been a loyal Mazda customer for well over 10 years, with admittedly a short teetsy-weetsy financially determined break in between for a Toyota. However, loyalty to Mazda has absolutely nothing to do with the quality of service received in their franchise dealerships, both in the service and sales departments. It’s purely because I like the Mazda cars and I just haven’t found one that suits me better.

Fair play to Mazda’s Bristol Street Motors franchise, it has to be said, that whatever they’ve done over the years, the one thing they have done well is deal with complaints. Contrary to maybe popular belief, I don’t like to complain, it’s not what I’m about but if I’m spending X amount of pounds on servicing my car or thousands on buying one, forgive me for being picky, but I expect this to be worth every penny.

Problems with servicing, the quality of repair work on the car, poor communication along with incompetence, lack of or entirely incorrect information may have driven me nuts over the years but it was the purchase of my latest car which really took the biscuit.

My primary reason for buying another Mazda was because of the sales assistant who sold me my last one as the standard of customer service she provided was first class and absolutely faultless in every respect. Honest, reliable, efficient, clear communication and a genuine interest in providing the best deal possible and ensuring 100% satisfaction. When I arrived, there was a lovely sign proudly displayed by my new Mazda and it was all covered up for a big exciting reveal. Photos were taken and I couldn’t have been a happier Lady Janey.

A complete contrast to the most recent debacle where I was passed from pillar to post with various sales assistants dealing with the sale due to restructuring within the company, then having to complete the same paperwork 3 times and answer the same questions over and over again. Then, if this wasn’t bad enough, on the day of collection, almost walking out in tears when the manger almost broke me after we waited for over two hours to do the handover.

Looking back, just a simple genuine apology and a vow to do his upmost to salvage whatever he could from this car crash of a purchase, would have been enough from the manager but instead it cost the company £200 in a goodwill gesture plus another two years free servicing on top of my current two year plan -and he was lucky to get the sale at all.

You’d think this was a lesson learnt but I’ll let you know next time I have to go back to the dealership. For now, I’ll leave you with this thought; we work harder than ever nowadays for the pennies we earn and what we do with them should be worth it. If it’s not, then don’t be afraid to speak out. Any company worth its salt will always welcome your feedback, good and bad and do whatever they can to renew your confidence in them.



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