Hello everyone, just a little about myself, my name is Moe , I have worked with Ericksen Infiniti for over 3 years now, after typing Ericksen Infiniti on google I have come across some interesting threads on this site. I have mentioned it to management, we are looking to improve and what I would like is some feedback, from you the customers, and Infiniti owners, or anyone for that matter. So please let me know what you would like to see improve, and serve you better.

Thanks everyone.

look forward to hearing your responses.

 

I have had several poor experiences myself and have had close freinds with horror stories not to mention all of the internet stories I have seen. its not isolated to sales either it is service and parts as well.
I avoid your dealership if I can it is like eveyone looks down on when your there even the parts department acts like they are doing you a real favor looking up part numbers?? I am not exactly a kid I am in my early 30s I have a G35 and a SE-R altima as well as I am on my 3rd Titan now a 2010 Pro 4X. It is very well documented the poor service everyone gets at Ericksen the only good news for you guys is Hyatt is almost as bad and we have nowhere else to go if you want an Infiniti. If your looking to make changes I think the whole dealership needs to lose the attitudes and get back to the days when people provided good service and valued customers. I have never heard complaints about pricing just the way people get treated in all departments. Its not just this web site either most G35/FX and even local Alberta Nissan forums all have negative stories about you guys, it would take a serious turn around to rebuild your reputation with enthusiests. I am not sure your position at the dealership if you have the authority to make the changes or not but I sure hope you do. I might give the service dept one last shot this summer however the Hyatt service manager has stepped up (they had similar feed back about poor service) on a G35 forum and promised to take better care of us so i might give them a try and my experience will be well documented positive or negative which ever dealership I choose.

I sincerly wish you the best of luck turning your dealerships reputation around. It would be a nice change to have a decent Infiniti dealership in Alberta.

 

My friend (in AB) told me he went to your dealership to buy an FX45 and that the salesperson laughed at him... he was in his late teens at the time. He had the money on him at the time he went in as well....

 

Similar thing happened to my cousin. He called and several times and left messages asking about leasing a G37S. He eventually went into the dealer and the salesman told him he didn't have time to "waste with kids" and the guy should come back with his parents. This was late spring early summer 2009 and my cousin was 28 at the time.

 

I will admit that I have been treated reasonably well, service has improved since the move to the stand alone store but we are all handcuffed if we want warranty service on our vehicles. It is like you know you are the only choice and can treat us dirt because we have to come for warranty work, parts etc.

 

Is this the same Ericksen Infiniti that treated S. Humby & his wife badly and Nissan HQ had to step in to teach you guys a lesson??

Just hearing that story would be enough for me to give you guys a bad referral if I lived in Edmonton.

 

I bought my coupe a few months ago at ericksen (@ the new location) and from a new (to infiniti) salesperson named Kevin. I have to say I was pretty impressed with the service. I hear that there have been quite a few changes since it was moved from downtown... i dunno...

First off, I walked into the dealership on a Friday morning just to browse the inventory... and then I drove away in the exact coupe I wanted the next day. They made every push they could to get me my vehicle asap (quite impressive actually). I was wearing my day-off clothes, casual baseball cap, I'm 27 (although I look like I'm 12...) and was given the royal treatment.

Anyhow, I had to book a second appointment to get my remote starter installed and had my fiancee drop the vehicle off as I was out of town. They gave her a lift back home right away which was great cuz she had just gotten off shift work.

Here's the thing that really impressed me:
When I went to pick up my car per the remote starter install (it was around noon), the sales person noticed the car was a little dirty when showing me the remote starter functions. Since the wash bay person was on lunch break my sales guy and the service manager (can't remember his name) insisted on washing my car and immediately rolled up their sleeves... and 10 minutes later I drove away in my even shinier car... lol... they have a new wash bay too with some sweet washing mechanism.. ever since that wash all I do is rinse off the dirt (no scrubbing) and it's good as new.

My experience thus far has been pretty satisfying! Hopefully it stays that way.. Perhaps shumby's course of action has influenced some positive change!

 

Nice to hear about good service, but I have two questions:
1) Since you booked an appointment, didn't you (your fiance) get a loaner?
2) Don't they wash the car every time it goes in? My local dealer does. Hate the swirls but it is nice in the middle of winter.
Just curious.

Shane D

 

1. I didn't ask for a loaner. I was out of town and my fiancee was just bringing it in for me.
2. Time will tell.. heh I've only brought her in once so far... I was early for my appt and tbh my car was already clean... anyhow the highlight is my sales guy didn't wait for the wash bay guy to get off lunch to wash it and rolled up his sleeves and insisted he wash it

 

Sounds like the start of a good relationship.

Shane D

 

That was cool of your sales guy

 

Yep thats them.


We now have dozens of horrible experiences and one positive one....I guess its a start

but as I expected the OP has not come back??

 

Well "benefit of the doubt" in me says Troll... but the name, Moe does sound familiar...

In all honesty, if I was a salesman, I wouldn't post the way OP did. I would sift through the forums to get an idea of what sparks G37 enthusiasts' interest and then use that as information to either improve my customer relations etc...

As it stands, OP appears more like a "hey I work at Infiniti, I've been doing my job for 3 years and would like you to do ME a service." and then of course not ever responding...

FAIL.

 

Hello everyone, thanks for your input. First of all I am new to forums, and by no means a professional at it. So sorry for the late response (I thought I would recieve an email notification when someone posted on my thread, i guess that is not the case) I have been looking into a couple of responses. First of all our service department has improved drastically from our old location. One thing everyone seems to forget is that we were operating 2 brands out of a shop that was not even suited for 1. So for everyone that has not visited our new location, you should.

All of our sales people are pretty knowledgable with the product, and have all completed training. I know for a fact that no one gets pre-judged when they walk into the show room. Salespeople only get paid if they sell a car, so guess what....if you dont sell you dont get paid and you can bet that every salespersons goal is to sell every customer that walks through our doors. If you feel you have been prejudged, or have not been treated like you are supposed to please talk to someone and let them know, or drop me a message.

Some quick answers in regards to your questions Shane D.

When you book a car for service you must ask for a loaner. We service 20-30 Customers per day and we dont stock that many loaners. However shuttle service is always available.

All service vehicles are washed after any service work is completed.


Sorry for the delay everyone now that I am getting familiar with the forums I will be sure to respond quicker.


Take Care,

 

He guys soor to bring up an old thread. But this is the first i read it. And as i was mentioned i will post up. I did have a really bad experiance there when i bought my FX. But let me tell you they have made a huge turn around. Sales and service is top notch. I am at the dealer all the time when I am in town and the rock. Then service department is the most improved. The new ( well not new now) service manager is awsome. Gino in parts will look after you whityh what you need. However parts are pricey compaired to what we can get them from the states for. But there is nothing the dealer can do about that it is infiniti Canada. There cost is more then what the part is with shipping from the states most times. I can tell you I had a screw up with a loaner where i thought my car was going to be ready but it was not. There Sr mechanic offered me his personal car. Plus the sales department told me anytime they are with out loaner come talk to them and they will hook me up with a car. Trust me when i say they have turned around. I have went from gettign ready to sue them to enjoying my time there.