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Old 08-07-2003, 10:34 PM   #76
The Ref
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Wow........all I can say after reading this whole lame thread is that JLMarks needs to take the money from his deposit and place it towards a downpayment on a life.

Mastro Subaru is THE leading sales dealership in the south east U.S. It does not attain such a status by treating customers in the manner stated above by Mr. Marx.

I know first hand that Mastro bends over backwards to treat every customer with respect and to give them every benifit of the doubt. If you were to poll Tampa area Subaru owners then you would find quite a different picture than the one painted by Mr. Marx.

What happend in the "deal" with the STi will probably never be known by the NASIOC members in full as their are always three sides to every situation. In this case Mr. Marx's, Mastro's and the "truth."

I do know this however, nobody at Mastro started a thread that read, " JLMarks just screwed us." Think about that for a minute people.

Far too often in today, people feel they have been somehow slighted then use a mass media tool to air their grievence leaving the "offending" party trying to catch it's breath from the sucker punch it just took.

Does it not raise any concerns for anyone else that Mr. Marx stated that he has purchased twice from Mastro in the past? Where are his threads stating what a wonderful experience he had? Experiences that compeled him to travel all the way from MD to purchase not one but two cars from Mastro. Makes me kinda wonder just what Mr. Marx's true intentions are

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Old 08-07-2003, 10:51 PM   #77
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Quote:
Originally posted by MastroWRX

...This is not the forum for this discussion...

...and I am asking that this exchange stop here and now. It's not the place for it.

Let's end it now.

Thanks
Bill at Mastro Subaru
BWHAHAHAHA!!!
This should be sent to O.T. & there it will live to at least 1500+ posts...

Now honestly, let me get this straight... we are sheep , & a deposit doesnt mean squat?
I honestly don't care because I'm too lazzy to leave the state to buy a car.
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Old 08-07-2003, 11:01 PM   #78
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There are alot of people trying to find who is at fault but maybe you didn't read VVV's post. It doesn't matter who is at fault the situation has been handled poorly by the dealer. If a dealer wants a good rep he needs to placate the customer (within reason of course). Here is a good example:

I ordered a set of Sidi tae flex boots on sale from motonation.com. They tell me that they have my size in stock and the transaction is completed. After several weeks of waiting I call them back and they inform me that they do not have anymore (but forgot to call me) and they just want to refund my money or sell me their more expensive brand at full cost. Of course I was indignant and told them it felt like I had been baited and switched. The salesmanager got on the line and calmed me down and said that he would of course sell me the flex force boot at a 20% discount to make up for the screw up. Now THAT WAS CUSTOMER SERVICE! and you know what? I tell everyone I know how pleased I am with the boots and the company and that has more than made up for any potential loss on the 20%.
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Old 08-07-2003, 11:14 PM   #79
Burke
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Just read the refs post. Holy crap dude are you serious? How do you know he didn't post a positive or at least tell his friends to buy from them on his previous two cars? He mentioned quite clearly that he was happy about the other two cars.

A post labeled we got screwed by JLMARX? Who would care? We are NOT buying from JLMARX we are buying from the dealers! Beleive me if posting flames about customers somehow bennefitted their buissiness then every dealer in the country would be flaming.

Burke
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Old 08-07-2003, 11:43 PM   #80
XT6Wagon
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The Ref.... Just because a dealer is large doesn't mean its "nice" or "good to thier customers" it means they are large.

I know Carr Subaru is large, but they felt the need to LIE TO MY FACE about the Invoice price of a WRB WRX wagon they would dealer trade for. I went to the dealer WITH THAT EXACT WRX (by chance, they didn't tell me where it was). Guess what a couple hours later I owned a WRB WRX wagon and thier INVOICE + $400 profit was $300 LESS than Carr Subaru's invoice. Hmm big, but still a POS dealer.
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Old 08-07-2003, 11:59 PM   #81
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Quote:
Originally posted by The Ref
Wow........all I can say after reading this whole lame thread is that JLMarks needs to take the money from his deposit and place it towards a downpayment on a life.

Mastro Subaru is THE leading sales dealership in the south east U.S. It does not attain such a status by treating customers in the manner stated above by Mr. Marx.

I know first hand that Mastro bends over backwards to treat every customer with respect and to give them every benifit of the doubt. If you were to poll Tampa area Subaru owners then you would find quite a different picture than the one painted by Mr. Marx.

What happend in the "deal" with the STi will probably never be known by the NASIOC members in full as their are always three sides to every situation. In this case Mr. Marx's, Mastro's and the "truth."

I do know this however, nobody at Mastro started a thread that read, " JLMarks just screwed us." Think about that for a minute people.

Far too often in today, people feel they have been somehow slighted then use a mass media tool to air their grievence leaving the "offending" party trying to catch it's breath from the sucker punch it just took.

Does it not raise any concerns for anyone else that Mr. Marx stated that he has purchased twice from Mastro in the past? Where are his threads stating what a wonderful experience he had? Experiences that compeled him to travel all the way from MD to purchase not one but two cars from Mastro. Makes me kinda wonder just what Mr. Marx's true intentions are

Youre kidding right? And you signed up when? Today?
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Old 08-08-2003, 12:08 AM   #82
pitbul09
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Bro just read your post man thats beat! Ill never buy anything from them! I hope nobody else does too!
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Old 08-08-2003, 12:27 AM   #83
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The Ref = Mastro?

...just wondering the same thing
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Old 08-08-2003, 12:52 AM   #84
ANZAC_1915
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FWIW The ref's ISP is tampabay.rr.com.

Let me make up an imaginary dealership that finds themselves in this position.

"
Mr JLMarx,

We're sorry that we didn't meet your expectations for your purchase of an STi.

We know you're upset, upset enough to take this public. Contact us directly and we'll see what we can do to make up for our mistake.

Our customers are the most important part of our business and we want to see you happy about your new car buying experience.

Regards,

Mr I. Sell Subies.
"

Wouldn't you rather buy from a dealer with that attitude?

After reading the tone of the messages posted by the employees of Mastro, I know I wouldn't buy a car there.

Glenn
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Old 08-08-2003, 01:04 AM   #85
Mr. Grinch
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Despite all the negative comments, it looks like the posts most damaging to the dealer are the ones made by their own staff. They've single-handedly made themselves look worse than any disgruntled customer could have.

Way to go!
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Old 08-08-2003, 01:14 AM   #86
JewPac42
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Yup I agree, bite the bullet, apologize even if it wasnt your fault, and people will see that and appreciate it.
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Old 08-08-2003, 01:15 AM   #87
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I'm glad i'm far enough from them to use as a dealer option
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Old 08-08-2003, 03:40 AM   #88
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Thank you Glenn,
1) for saying what you just did
2) and for looking at the ISP of our newest memeber THE REF....

Mastro has seriously just screwed the pooch on this one.

I hope your seeing that the hand that feeds can also bite when you pull unaceptable, but typical sales tactics. That was even almost forgiveable until you come here and try to control the trainwreck that has only now just begun. The fact that you come on here publicly and maybe stealthly, attempting to control the situation, was the worst thing you could do.


Last edited by WRSport; 08-08-2003 at 04:01 AM.
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Old 08-08-2003, 05:57 AM   #89
XT6Wagon
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Just think, they lost not only more car sales, but guess which dealer will never see me order a part from them???
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Old 08-08-2003, 07:52 AM   #90
JLMarx
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Quote:
Originally posted by The Ref
Wow........all I can say after reading this whole lame thread is that JLMarks needs to take the money from his deposit and place it towards a downpayment on a life.

Mastro Subaru is THE leading sales dealership in the south east U.S. It does not attain such a status by treating customers in the manner stated above by Mr. Marx.

I know first hand that Mastro bends over backwards to treat every customer with respect and to give them every benifit of the doubt. If you were to poll Tampa area Subaru owners then you would find quite a different picture than the one painted by Mr. Marx.

What happend in the "deal" with the STi will probably never be known by the NASIOC members in full as their are always three sides to every situation. In this case Mr. Marx's, Mastro's and the "truth."

I do know this however, nobody at Mastro started a thread that read, " JLMarks just screwed us." Think about that for a minute people.

Far too often in today, people feel they have been somehow slighted then use a mass media tool to air their grievence leaving the "offending" party trying to catch it's breath from the sucker punch it just took.

Does it not raise any concerns for anyone else that Mr. Marx stated that he has purchased twice from Mastro in the past? Where are his threads stating what a wonderful experience he had? Experiences that compeled him to travel all the way from MD to purchase not one but two cars from Mastro. Makes me kinda wonder just what Mr. Marx's true intentions are

You could have at least spelled my name right. Considering you have it on the order form and all
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Old 08-08-2003, 08:03 AM   #91
scott_gunn
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I don't think the Ref is Mastro - it sounds like a Mastro fan who wanted to remain anonymous.

By the way, it's not me - although I am a Mastro fan

I have no experiences with their sales department, but their service department is top notch.
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Old 08-08-2003, 08:07 AM   #92
robmarch
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I don't know, "The Ref" has been really dishing out some great technical advice in all of his other posts.

Regardless, his point doesn't make any sense, as others have pointed out.

"Think about that for a minute people"
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Old 08-08-2003, 08:26 AM   #93
spcled
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If you are going to go that far out of your way to buy a car - go to Subaru of Gwinnett - i have nothing but good things to say about them

Thats my $0.02 anyways

Oh yeah... and if any people from Mastro are reading this... you really need to hire a person with some real PR skills and let them do the talking - this hole is too deep, you arent getting out
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Old 08-08-2003, 09:01 AM   #94
offset
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Quote:
Originally posted by spcled
Oh yeah... and if any people from Mastro are reading this... you really need to hire a person with some real PR skills and let them do the talking - this hole is too deep, you arent getting out
Couldn't agree more. Anyone from Mastro, or in support of Mastro (primarily any brand new members), really should not make another post. It is only making everything worse. And you can believe that only based on your forum responses, and not the actual problem itself, I will never bother to buy from you guys. Oh, but the problem itself is believable as well and would cause me to question your customer service; your posts just sealed my opinion. BTW, just because I am in Dayton OH means nothing as I have a lot of family down that way; and know others who are moving to the area soon. You won't be seeing them either. You will always sell cars, this won't run you out of business. But I am willing to bet that it will be noticable in your charts.

offset
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Old 08-08-2003, 09:08 AM   #95
scott_gunn
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<flamesuit>
I don't think this will hurt Mastro much at all. After all, do a search for Mastro on this board and you will find hundreds of positive experiences, and 1 bad experience.

As far as I'm concerned, this is just a scratch on the halo around Mastro's head.

It could be an honest misunderstanding, Mr. Marx could be lying, or Mastro could be lying. None of us will ever know the truth so I'm not too concerned about it.

A lot of people jumped on Mastro's response b/c he said this is not the forum for discussing this - he didn't mean it shouldn't be discussed in public, he meant there is a Vendor forum created for threads like this in which this thread probably belongs.
</flamesuit>
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Old 08-08-2003, 09:29 AM   #96
robmarch
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Quote:
Originally posted by scott_gunn
A lot of people jumped on Mastro's response b/c he said this is not the forum for discussing this - he didn't mean it shouldn't be discussed in public, he meant there is a Vendor forum created for threads like this in which this thread probably belongs.
see my previous response to this statement.

I agree that even the best dealers are capable of not satisfying a customer. But, how they handle unsatisfied customers makes a huge difference. Many car buying experiences go slightly off plan, for one reason or another. Dealers that handle these situations with grace and respect are tops in my book.

From a personal standpoint, my local Subaru/Nissan dealer helped me through diagnosing a leak in a manual transaxle over several months, which surfaced after a clutch replacement. The last step they recommended was replacing the transaxle, which I did with a low mileage tranny. This didn't fix the problem, and I was not happy. After several more debugging sessions, we found a hairline crack in the housing. The fact that they went out of their way to help me fix the problem, and helped to minimize my out of pocket costs, regardless of the fact that the first tranny didn't start leaking until after they replaced the clutch in the car, is what sold me on their service department.

Anyone can provide good service when everything goes smoothly. My loyalty goes to the places that go the extra mile when things get tough.
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Old 08-08-2003, 09:45 AM   #97
scott_gunn
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Quote:
Originally posted by robmarch

Anyone can provide good service when everything goes smoothly. My loyalty goes to the places that go the extra mile when things get tough.
That's exactly why I'm a fan of Mastro's service department. I've had a few issues with my car and they've been very helpful.
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Old 08-08-2003, 09:48 AM   #98
robmarch
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Quote:
Originally posted by scott_gunn


That's exactly why I'm a fan of Mastro's service department. I've had a few issues with my car and they've been very helpful.
Excellent I know the sales and service at my local dealer are pretty independent, and I wouldn't let a bad sales experience impact my view of their service department.
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Old 08-08-2003, 10:11 AM   #99
agent2.8
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Quote:
Originally posted by The Ref
I know first hand that Mastro bends over backwards to treat every customer with respect and to give them every benifit of the doubt.
The responses so far from Mastro do not support your claims here.

Quote:
[i]
Far too often in today, people feel they have been somehow slighted then use a mass media tool to air their grievence leaving the "offending" party trying to catch it's breath from the sucker punch it just took.
[/b]
The "offending" party held all the cards in this deal. Mastro made a mistake and is now blaming the victim. Classic yet a very dumb strategy.

Quote:
[i]
What happend in the "deal" with the STi will probably never be known by the NASIOC members in full as their are always three sides to every situation. In this case Mr. Marx's, Mastro's and the "truth."
[/b]
There is a fourth side. You = feeble spinmaster.
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Old 08-08-2003, 10:52 AM   #100
Nick
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This thread has completely outlived it's usefullness and it's completely off topic.

I, and many many other people that I personally know, have had nothing but GREAT things to say about Mastro's staff, service and professionalism.

I'm chalking this one up to miscommunication.

Do not reopen this in the STi forum... if you wish to say anything more about Mastro then you will need to do so in the Vendor Review Forum.

-Nick
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