By on May 25, 2016

Lexus Enform Website Graphic, Image: Lexus

My email address is [email protected], and this XKCD comic is a very real part of my life. Others confuse me for all sorts of other Wallachs out there in the world. I’ve been invited to bachelorette parties in New York, received electronic court filings from Florida, and recently I got something new: an email welcoming me to my new Lexus that invited me to take part in exclusive consumer surveys.

Of course, I didn’t recently purchase a Lexus, and there was no “hey, wrong email address” button anywhere to be found. So what did I do? I “forgot” my password, logged in to someone else’s Lexus account, and figured out who actually owned the Lexus. After all, they’d probably want to know.

(Read More…)

By on February 12, 2016

Bentley Export courtesy of armstrongrelocation.wordpress.com

There’s not a more uncomfortable phone call for a car dealership’s finance manager to make then asking a customer to come back to have their finance or lease contract rewritten. This is typically caused by sales managers — the people most despised by finance departments — who spot deliver a vehicle based on their wrong guess about the rate or term a lender would approve the deal. Needless to say, the vast majority of these rewrites result in a higher monthly payment for the customer.

A couple of years ago, a finance manager at a Los Angeles Mercedes-Benz dealer told me and a Mercedes-Benz Financial colleague of mine about the day he picked up the phone to fix the opposite situation: the dealership had miscalculated the taxes on a client’s lease on a black ML350 Bluetec SUV and they needed the client to return and sign a new lease agreement reflecting payments of $14 per month lower than the original contract.

He called the customer with the good news only to hear, “No no no! Payment good. Payment good. We OK!”

After he hung up, he thought, “We just got snookered. That ML is probably on a slow boat to China and the factory is going to kill us.” (Read More…)

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