I mean, 4 years with you and multiple websites for the group..
And yet they switch to Auto Fusion.
I wonder why? What went wrong..
Ecarlist...anyone use them? Thoughts? Opinions?
- Thread starter smarshall
- Start date
I mean, 4 years with you and multiple websites for the group..
And yet they switch to Auto Fusion.
I wonder why? What went wrong..
Terrance, let me start by saying I usually look forward to seeing one of your posts.
I believe the problems with my cars going poof has been resolved. Actually, the problem was an exchange of information between us, DMI and eCarlist.
This morning I logged on to EcarList and see that 7 of my new vehicles have been marked sold and removed from our website and display advertising sites. I called your tech support and explained my problem and was asked to be put on hold. About 15 minutes later another guy picks up the phone and asks if I'm still there. By this time he is on speaker. I said yes and he asks me to continue to hold. About 10 minutes later, he picks back up and I say hello and then he hangs up on me. I called back and asked for a supervisor. I was given to a lady who told me that she believed the problem was with DMI. I went to my other store and met with one of our guys that has a lot of dealings with DMI. He told me the best way to resolve the problem was to go back through eCarList and have them contact DMI. He called someone at eCarList and explained the issue. That person called DMI and then called back to tell us that the issue is resolved.
This problem has been going on for several weeks. Tell me how patient would you be? In my shoes, what would you do?
Please note that I stated that, "eCarlist was good at what they did." Our dealership had zero issue with the quality of their work. The website was great and the leads generated were great.
Terrance is correct, I have only been with Ewing for 4 months and I was not there through the good times and the not so good times. And to your point, I have no idea if they were asking for things that were out of scope of their contract. What I do know is that there were unresolved issues with communication...
The dealership holds no ill will towards eCarlist. They were are great partner for many years. And I do know that it was a very hard decision to replace them.
Terrence,
Feel free to send me a private message and I will give you my personal cell phone. If what I have been told is inaccurate, I'm more than happy to retract my statement. However, I only have one side to go off of at the present moment.
I will also say that your company's product has been nothing but praised here at the dealership...except for the level of communication there at the end... However, if I spoke out of turn due to a wrong perspective, I will retract and re-write.
- Mar 7, 2012
- 158
- 34
- First Name
- Mike
Terrence,
For what it's worth, I just signed with a new website provider and talked with several vendors. In my correspondence with Auto Fussion, they refferenced MB Plano constantly. They couldn't be more proud of the improvement they claim to have made in their web traffic and overall visiblity in a competitive MB market. Relationships are important, but we all want to know who's doing the best job, not who had the longest contract. Joseph's limited time at the dealership was likely the one thing that allowed him to make a practical desision as opposed to an emotional one. If Auto Fusion has taken them to the next level and is providing appropriate customer service I think we all want to know it. I would think the better way to have handled Josephs complaint would have been to say, "I'm sorry that you expereinced issues with our customer service. We have addressed that issue since you left us and would greatly appreciate the opportunity to earn your business back." But...that's just me.
For what it's worth, I just signed with a new website provider and talked with several vendors. In my correspondence with Auto Fussion, they refferenced MB Plano constantly. They couldn't be more proud of the improvement they claim to have made in their web traffic and overall visiblity in a competitive MB market. Relationships are important, but we all want to know who's doing the best job, not who had the longest contract. Joseph's limited time at the dealership was likely the one thing that allowed him to make a practical desision as opposed to an emotional one. If Auto Fusion has taken them to the next level and is providing appropriate customer service I think we all want to know it. I would think the better way to have handled Josephs complaint would have been to say, "I'm sorry that you expereinced issues with our customer service. We have addressed that issue since you left us and would greatly appreciate the opportunity to earn your business back." But...that's just me.
I actually was not a part of the decision making process to change from eCarList. The decision was made and implemented 3 months before I was hired.
Hi Joseph,
I am sorry you felt that customer service went down the drain with ecarlist, at the time you posted earlier in the year DealerTrack eCarList didn't provide clients with any upgraded support. Currently, and we are calling upon our current clients to provide a 3 months complementary service to make sure your store is fully trained on all the specific software your account signed up for.
Clients that have an issue with ECL will call upon our 1-800 number, but now we are taking a proactive approach to make sure there isn't any lingering issues or questions about the product. This service is to provide our clients with a one person point of contact that will be familiar with your store and how you use the product.
I have worked for DealerTrack for nearly 7 years now, I started out working with a small inventory management product called InventoryPro (Formally Known As DealerWire) in 2006 and when DealerTrack acquired AAX moved into an account management position with that product, and now, I have moved into an account position over at ECL. I am new to this forum, and excited to participate and learn a few things whom have worked longer in the car business as I (10 Years), I have learned a lot in the field services role being a vendor rep and I am excited to learn even more being able to utilize my time more on the web.
Jennifer Furtado
Dealer Results Specialist
I am sorry you felt that customer service went down the drain with ecarlist, at the time you posted earlier in the year DealerTrack eCarList didn't provide clients with any upgraded support. Currently, and we are calling upon our current clients to provide a 3 months complementary service to make sure your store is fully trained on all the specific software your account signed up for.
Clients that have an issue with ECL will call upon our 1-800 number, but now we are taking a proactive approach to make sure there isn't any lingering issues or questions about the product. This service is to provide our clients with a one person point of contact that will be familiar with your store and how you use the product.
I have worked for DealerTrack for nearly 7 years now, I started out working with a small inventory management product called InventoryPro (Formally Known As DealerWire) in 2006 and when DealerTrack acquired AAX moved into an account management position with that product, and now, I have moved into an account position over at ECL. I am new to this forum, and excited to participate and learn a few things whom have worked longer in the car business as I (10 Years), I have learned a lot in the field services role being a vendor rep and I am excited to learn even more being able to utilize my time more on the web.
Jennifer Furtado
Dealer Results Specialist
Hi Jennifer,
I appreciate you reaching out. It's good whenever any vendor adds to their customer service!
Just to clarify: I did not feel that eCarList's customer service had gone down the drain. I NEVER worked with eCarList. The decision to replace eCarList was made by the folks Terrance listed (in a previous post) well before I was even hired.
Because of the backlash I received from posting here (this thread specifically), I will not discuss my dealership's relationship with any vendor.
Any dealer member may reach out to me via PM and I will give an honest assessment.
Best Regards,
Joseph
- Sep 18, 2012
- 7
- 3
- First Name
- Beth
After reading through all the comments (months later), the dealership I worked for switched over to Ecarlist in March of this year, from Reynolds. The process was a very long, frustrating one. Customer service was slow, to put it nicely. Basically, the website still has issues, some of which have not been addressed, and although requests had been submitted numerous times, nothing was addressed to fix the problems. There were issues with the Reynolds feed and we had to knock out homenet completely because of communication issues and pricing not transferring over. It's a nice looking site and user friendly, but my experience as a customer of the website and customer service/response time was not so great. I'm no longer with the dealership, but work in customer service, so I feel it's important to return phone calls in a timely manner.
Hi Beth,
If you don't mind sharing the name of the store you worked at in a Private Message or feel free to email me the name of the dealership to [email protected] I would like to make a courtesy call and offer them premier support to make sure everything is working on their end and everyone is trained on the system properly.
I believe it is very important to return calls and emails in a timely manner as well, from the time frame that you stated above in your message we were working through a merger, not that is an excuse for the service we provided but we were dealing with information overload from when our sales team was able to sell but we didn't have the support.
Thank you Joseph and Beth for responding!
Jennifer Furtado
Dealer Results Specialist
516-368-4501
[email protected]
