Thursday, December 18, 2014

Coastal Hyundai, Bad Customer Service, doing social media wrong



I am the proud owner of a 2013 Hyundai Elantra. I bought it new, and love it. It's great on gas, comfortable, and everything I need for where I am in life.

But while Hyundai has a great warranty, the one thing I don't like is how they constantly send me emails about their newest models and deals. I have tried to unsubscribe, but that never seems to work. They are automated and will probably never go away.

However, I do expect to be removed from a specific Hyundai dealership's mailing list. Especially if I ask them to remove me. Especially if that request is reiterated every month.

Somehow, Coastal Hyundai of Melbourne, Florida received my contact information and will not leave me alone. I have never dealt with Coastal Hyundai and I doubt I have will. I bought my vehicle at an Ocala, Florida, Hyundai location. The Ocala dealership called me once and I told the gentleman on the line I was not interested. He was very nice, understood, and then asked how I liked the car I did buy. I would do business with them again.

Unfortunately, despite my pleas, Coastal Hyundai will not stop. This despite the fact that I did not buy my vehicle there.

Yet they badger me. I have spoken with their general managers. I have spoken with other managers. I have talked to whoever answers their phone. All claim to remove me from their mailing and email lists. I still get emails and unwanted literature.

This has gone on for over 6 months.

So with personal contact not working, I decided to look up Coastal Hyundai on social media. Perhaps a well-placed complaint could get done what monthly calls could not.

For a well-established car dealership, Coastal Hyundai's social media presence is pathetic. It is obvious they created twitter and Facebook accounts because they either had to or felt it would be "the cool thing to do". They don't interact with customers on either. Even worse, their twitter account is only forwarded Facebook posts.

That's not how you "do" twitter.

Can I expect a response if I reach out on twitter? Why have an account customers can use if you don't interact on it? That's bad social media 101. Customers will have to find an avenue in which to get a response. How long should customers wait to get a response? Just terrible.

If you are not going interact on a social media platform, don't create an account. Keep announcements and pushed media on your website.

With a twitter response unlikely, I went to Coastal Hyundai's Facebook page. This isn't much better than their twitter account. They do have 661 followers and a post every few days, but interactions are nearly nil. Their most recent posts are only "liked" by the dealership general manager and earlier posts are only "liked" by another employees. That's not good.

It is obvious Coastal Hyundai is not connecting to their customers via Facebook or twitter. And with their constant disregard of my requests to be removed from their mail and email list, it is obvious they don't listen to customers over the phone either. Worse, I was never a customer.

I don't know what else I have to do to in order to have Coastal Hyundai remove me from their marketing lists. I want nothing to do with them. Maybe I should contact Hyundai's corporate offices? Maybe I should file a complaint with the Melbourne Chamber of Commerce? Maybe the Better Business Bureau?

Maybe this post will work.

Dear Coastal Hyundai, leave me alone.

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