Trinidad
02-27-2010, 11:40 AM
I know many of you have mixed feelings about this dealership, but what I want to convey is that this dealership has changed and I think for the better. When I first visited Erin Mills Mazda was about 2008 when I bought my first 3. At the time I got a good deal on the car but after sales service I felt was lacking. I hated jumping around from dealer to dealer for service I always wanted to stick with one place. Fast forward to 2010, due to an accident (http://www.torontomazda3.ca/forum/showthread.php?40660-Got-into-an-Accident) I was in the market for a new ride. I will try and brake down my experience with them as best as possible. In the end I purchased a Mazda 3 GT-E Aluminum Metallica.
Sales:
When I walked in there, I was greeted by one of their sales people Asen. He was not pushy and was very polite. He took the time to listen to me and I liked the fact that he really tried to listen to my concerns from the last time I bought my car there and assured me that he would take care of any details that might have been overlooked last time. What I liked best about Asen is that he really tried to accommodate what I wanted for the price going back and forth to the sales manager to get me the deal I wanted and he really delivered. I only visited the dealership twice once to test drive the car and when I did he was not pushy after the test drive to buy right away, which I appreciated and second so finalize the deal and sign for the car.
Options Time:
So once I made the deal I had to get all the papers sorted out as well financing etc, but I wanted to touch upon this point because last time I dealt with Ahsan whom I found to be quite lacking once I had signed the papers. Bad communication messed up on a few things licensing etc. However this time I dealt with Aman whom was really polite and had great after sales communication, he did mention those "extras" such as rust proofing etc but again not pushy at all. And whenever I had to deal with him was always polite.
Locating the Car:
After I signed the papers now it was onto locating the car, which I was a little worried about since last time the car was already on the lot but this time it was at Port. The sales manager Ajay was the one that had to located the car, however I liked the fact that he didn't promise some date and not deliver, instead they gave me all my options, i.e. bring in a car from another dealership however it would have km's on it or by Rail. Since I did not want a lot of km's on the car I opted to go by Rail and as stated by them 2-3 weeks which sure enough they stuck to. What I liked is that they communicated to me what was going on when the car left Port when it was on Rail and when it hit the dealership.
PDI and personalization:
So the car had finally arrived, I was excited by there were still some things that needed to be done such as the PDI, tints, Ipod adapter and rust proofing. I was super adamant that I did NOT want the front license plate screwed into the bumper and I told them I would not take delivery of the car if it was. Asen assured me that as soon the car came in he'd be all over it to ensure they did not do that and again he delivered on his promise. Furthermore I wanted to customize the tints to my liking and once I gave him my specs he made sure it was done correctly. He even let me speak with their tint guys before they tinted the car which I thought was a nice touch. The rust proofing process was fine as well, no over spray on the car it was mint. I also had some personalization options that I wanted such as the smart turn and auto locking the car when you walk away etc. I gave the personalization paper to Asen and he got it sorted out, again I was really happy as these small things often get overlooked.
Delivery:
So it was time for delivery, It was snowing yesterday so they had brought the car into the garage to keep it dry during the inspection etc. What I was blown away by is that I had to get new snow tires put on the car, I had purchased them from Exclusive (Thanks John) but I needed to get it on the car as the snow was particularly bad. Keep in mind the dealership closes at 6:00pm and I got there at 5:45pm. I quickly explained to the guys I needed this done, and Ravi (GM) came out to make sure they got it done before all the mechanics had left which was all but 2 of them. They got it on made sure the other tires were put in the car and also ensured it did not dirty my new back seat and trunk. I even saw Ravi cleaning the rims that my snows were on (from my previous 3) just to make sure that car looked new! If that isn't service I don't know what is. I also had the Rho-plate and Asen jumped in to put that on as well so I didn't have to do that when I got home.
Summary:
Many of us have had bad experiences at Erin Mills in the past including myself, but I took the time when I went in this time to purchase my second 3 to speak with Ravi. He is on the forums and I told him my concerns with after sales service. I mentioned communication is key as well as listening to peoples problems as well as things like checking for TSB's when people come in rather than us having to mention it to them. I even asked why he did not offer any discounts to TM3 members? So as of now he is offering 10% off on service and parts to all TM3 members provided you have your decals or license plate holder. Ravi phoned down as I was in his office to the service desk and even sent a memo out so that they are aware of this.
So do I think that Erin Mills has changed.....yes! As always they are working to change the bad stigma that has surrounded their after sales service, and although I had not had my serivce there yet for my new car, I had phone in a few times posing as a regular customer dealing with parts and service a few times while waiting for delivery of my car I think they are on their way to really providing a great overall experience. I can't stress enough it you do have problems please talk to Ravi (GM) he is really committed to changing things there, I have seen this many times even when I had my previous 3. I have to say I am looking forward to dealing with Erin Mills Mazda once again. Thanks again to Ravi and his team for making this a great experience and purchase :)
Sales:
When I walked in there, I was greeted by one of their sales people Asen. He was not pushy and was very polite. He took the time to listen to me and I liked the fact that he really tried to listen to my concerns from the last time I bought my car there and assured me that he would take care of any details that might have been overlooked last time. What I liked best about Asen is that he really tried to accommodate what I wanted for the price going back and forth to the sales manager to get me the deal I wanted and he really delivered. I only visited the dealership twice once to test drive the car and when I did he was not pushy after the test drive to buy right away, which I appreciated and second so finalize the deal and sign for the car.
Options Time:
So once I made the deal I had to get all the papers sorted out as well financing etc, but I wanted to touch upon this point because last time I dealt with Ahsan whom I found to be quite lacking once I had signed the papers. Bad communication messed up on a few things licensing etc. However this time I dealt with Aman whom was really polite and had great after sales communication, he did mention those "extras" such as rust proofing etc but again not pushy at all. And whenever I had to deal with him was always polite.
Locating the Car:
After I signed the papers now it was onto locating the car, which I was a little worried about since last time the car was already on the lot but this time it was at Port. The sales manager Ajay was the one that had to located the car, however I liked the fact that he didn't promise some date and not deliver, instead they gave me all my options, i.e. bring in a car from another dealership however it would have km's on it or by Rail. Since I did not want a lot of km's on the car I opted to go by Rail and as stated by them 2-3 weeks which sure enough they stuck to. What I liked is that they communicated to me what was going on when the car left Port when it was on Rail and when it hit the dealership.
PDI and personalization:
So the car had finally arrived, I was excited by there were still some things that needed to be done such as the PDI, tints, Ipod adapter and rust proofing. I was super adamant that I did NOT want the front license plate screwed into the bumper and I told them I would not take delivery of the car if it was. Asen assured me that as soon the car came in he'd be all over it to ensure they did not do that and again he delivered on his promise. Furthermore I wanted to customize the tints to my liking and once I gave him my specs he made sure it was done correctly. He even let me speak with their tint guys before they tinted the car which I thought was a nice touch. The rust proofing process was fine as well, no over spray on the car it was mint. I also had some personalization options that I wanted such as the smart turn and auto locking the car when you walk away etc. I gave the personalization paper to Asen and he got it sorted out, again I was really happy as these small things often get overlooked.
Delivery:
So it was time for delivery, It was snowing yesterday so they had brought the car into the garage to keep it dry during the inspection etc. What I was blown away by is that I had to get new snow tires put on the car, I had purchased them from Exclusive (Thanks John) but I needed to get it on the car as the snow was particularly bad. Keep in mind the dealership closes at 6:00pm and I got there at 5:45pm. I quickly explained to the guys I needed this done, and Ravi (GM) came out to make sure they got it done before all the mechanics had left which was all but 2 of them. They got it on made sure the other tires were put in the car and also ensured it did not dirty my new back seat and trunk. I even saw Ravi cleaning the rims that my snows were on (from my previous 3) just to make sure that car looked new! If that isn't service I don't know what is. I also had the Rho-plate and Asen jumped in to put that on as well so I didn't have to do that when I got home.
Summary:
Many of us have had bad experiences at Erin Mills in the past including myself, but I took the time when I went in this time to purchase my second 3 to speak with Ravi. He is on the forums and I told him my concerns with after sales service. I mentioned communication is key as well as listening to peoples problems as well as things like checking for TSB's when people come in rather than us having to mention it to them. I even asked why he did not offer any discounts to TM3 members? So as of now he is offering 10% off on service and parts to all TM3 members provided you have your decals or license plate holder. Ravi phoned down as I was in his office to the service desk and even sent a memo out so that they are aware of this.
So do I think that Erin Mills has changed.....yes! As always they are working to change the bad stigma that has surrounded their after sales service, and although I had not had my serivce there yet for my new car, I had phone in a few times posing as a regular customer dealing with parts and service a few times while waiting for delivery of my car I think they are on their way to really providing a great overall experience. I can't stress enough it you do have problems please talk to Ravi (GM) he is really committed to changing things there, I have seen this many times even when I had my previous 3. I have to say I am looking forward to dealing with Erin Mills Mazda once again. Thanks again to Ravi and his team for making this a great experience and purchase :)