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Old 01-22-2011, 12:08 PM   #1 (permalink)
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Default Fisker's Problems with Customer Communication

I've noticed that a few FiskerBuzz members (including myself) have mentioned that Fisker has failed to do a good job of communicating with people on the delivery list. The question is "why?"

Using company start-up problems as an excuse for poor communication has some merit, but if Fisker wants to be a world-class luxury automobile manufacturer, it must learn that customer care is as important as the more technical aspects of the business.

Given that Fisker has received substantial venture money, I'm more than a little surprised that the VCs haven't insisted on a more customer-centered approach. I'm absolutely shocked that this has not occurred as a real delivery date approaches. It is worrisome.

Opinions? Arguments? And most important, how can we communicate this to Fisker?[hr]
Quote:
Originally Posted by Soflauthor
I've noticed that a few FiskerBuzz members (including myself) have mentioned that Fisker has failed to do a good job of communicating with people on the delivery list. The question is "why?"

Using company start-up problems as an excuse for poor communication has some merit, but if Fisker wants to be a world-class luxury automobile manufacturer, it must learn that customer care is as important as the more technical aspects of the business.

Given that Fisker has received substantial venture money, I'm more than a little surprised that the VCs haven't insisted on a more customer-centered approach. I'm absolutely shocked that this has not occurred as a real delivery date approaches. It is worrisome.

Opinions? Arguments? And most important, how can we communicate this to Fisker?
As an example, it might be nice for Fisker to send folks on the list a "beta" pdf version of the owner's manual. It would allow us to familiarize ourselves with the car and have intelligent questions to ask when we do take delivery. Or how about any special suggestions/requirements for establishing garage 110/220V electrical service for charging. Or ...
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Old 01-24-2011, 06:55 AM   #2 (permalink)
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Default RE: Fisker's Problems with Customer Communication

I guess the best thing to do is to simply send them an e-mail. I know they used to read this blog (and posted as Fiskerauto), but don't know if they kept this up. So sending an e-mail is probably more effective.
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Old 01-27-2011, 03:54 PM   #3 (permalink)
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Default RE: Fisker's Problems with Customer Communication

I got a surprise phone call from Fisker today. Apparently my dealership finally got around to sending my deposit to Fisker (1.5 months after the fact), but this confused them so they called me. Bottom line of the discussion is that Fisker stopped taking direct deposits from customers a year ago (according to the lady on the phone), and that my dealership didn't know about the change.

So, I inquired a bit and asked if that meant Fisker kept a list at all of anyone on the wait list. She said "no, we stopped doing that a year ago. Now the local dealers maintain their own lists." She went on to explain that they have no idea who's on the list (after a year ago), so no way to know where in line anyone is at this point.

So, that would explain why many people have not heard anything from Fisker. If you put yourself on the wait-list over a year ago then Fisker knows you exist, but if it was after that then only your dealer knows you exist and you'll only get info from the dealer.

-Brian
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Old 01-28-2011, 07:44 AM   #4 (permalink)
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Default RE: Fisker's Problems with Customer Communication

Interesting. Even with that in mind, it seems that Fisker has not been to forthcoming about the Signature Edition to dealers either. My dealer, H.A. Ott, seemed to have no clue when they sent out the ordering information asking me to start thinking about interior and exterior color options, that I was getting a Signature Edition that is supposed to have its own specific exterior/interior color that is the same for all 99 of them.
She says she is looking into it. Everything from my MBA schooling up to this point tells me that the people of the customer relations department simply need fired. This is definitely not the way to handle a new release. They could learn a lot from the Lexus rollout.
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Old 01-28-2011, 08:11 AM   #5 (permalink)
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Default RE: Fisker's Problems with Customer Communication

Quote:
Originally Posted by kabalah70
Interesting. Even with that in mind, it seems that Fisker has not been to forthcoming about the Signature Edition to dealers either. My dealer, H.A. Ott, seemed to have no clue when they sent out the ordering information asking me to start thinking about interior and exterior color options, that I was getting a Signature Edition that is supposed to have its own specific exterior/interior color that is the same for all 99 of them.
She says she is looking into it. Everything from my MBA schooling up to this point tells me that the people of the customer relations department simply need fired. This is definitely not the way to handle a new release. They could learn a lot from the Lexus rollout.
Yup, Lexus really knows what they're doing when it comes to customer satisfaction. Love my GS

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