Tips on Buying Cars: Satellite Radio - Dealer installed?, xm satellite radio, xm satellite radio receiver

Question
QUESTION: We were kind of snookered while leasing an SUV.  No big deal really,but we'd really like to know the true cost to either back off or justify our claim.  Approximately how much does it cost an auto dealer to install an XM Satellite Radio receiver?  The 2008 Honda Pilot EX has a CD/radio with the XM facing, but to actually receive XM, we'd have to get the satellite receiver installed.  We know the dealer will be  pricier, but it is a leaed car: Are we allowed to go outside the dealership for this installation: The dealer says no, but the lease contract is not very clear on this issue.  

Thanks for your help.

ANSWER: Lew,

Thanks for your question.  XM radio is a great thing, but a lot of customers are confused or mislead when it comes to XM radio by a dealership.  Almost every vehicle these days is XM or Satellite capable.  Simply meaning the jack is there in the back of the radio for the XM receiver to be installed.  To actually make your XM ready to use you have to either purchase a vehicle that already has the receiver installed, or get it installed.  To get it installed at the dealership it cost around $600.  As for going to your dealer, technically, no you do not have to, I don't care what the dealership is telling you.  HOWEVER; your Honda dealer is the only one that can match your existing audio system, with no excess equipment exposed. The fact that you have a lease has nothing to do with where you get your equipment from.

If you have any other questions, let me know.

Thanks -

Jeremy Beck

---------- FOLLOW-UP ----------

QUESTION: Jeremy,

Thanks for the excellent answer.  If we decide to do this, we'll go to another Honda dealer for the install.  

Last question (somewhat related): what general steps would you take to "encourage" the dealership to install the receiver free of charge?  I've contacted the dealer (It's our problem, per their response) and Honda of America so far. The latter stated that they couldn't do much about this problem (it's a dealer issue, not theirs).  I'm contacting the BBB and a local consumer advocacy group.  What else can we do?  It's not really the XM issue anymore, but the fact that they were slick and are trying to get another $500 from us.  Thanks again!

ANSWER: Lew,

Thanks for your response.  That sounds very unusual that the Corporate office wouldn't even help you.  Do you know what group the dealership is owned by?  I may have a friend at that group that can help you, may not, but its worth a try.  Secondly, did you call the General Manager at the actual store.  If you haven't, do that.  Tell them that you have filed a BBB complaint, and the other measures that you have taken.  Also, have you received a phone call or survey from Honda?  If you haven't already, then you will.  Honda wants to know how their stores are doing and the best way to get a dealerships attention is to score them bad on their Customer Satisfaction survey.  I am VERY RARELY a proponent of doing this, but in your case it sounds like they aren't being flexible at all, which is more rare than not these days.  I simply can't understand why they won't spend $600 to make you a happy customer.  They would make that up in service if they made you happy enough to where you would come back for your service at their dealership.  Explain that to the General Manager too!  Tell that person that you want to get your car serviced their, but it doesn't sound like they are a very honest dealership and interested in taking care of their customers, so you will service your vehicle at another dealership, but if they make this situation right that you would consider using them for service since they made the situation right.  I am just dumbfounded by this issue.  I have worked in a Honda Dealership before, and many other dealerships and am currently employed at a Toyota Dealership.  Customer Satisfaction is so very important these days and I simply don't understand why they aren't very concerned.  In every dealership I have worked at we would spend the $600 to make this situation right for the customer.  

Try those things that I listed and hopefully one of them will work for you.

Thanks for the response.

Jeremy

---------- FOLLOW-UP ----------

QUESTION: Hey Jeremy,
We're as surprised as you.  Afer a lot of research, though, this particular dealer - Landmark Honda - has a really bad track record.  We have called and e-mailed the GM, but he has not bothered to respond.  I spoke with a corporate rep at the Rosenthal Automotive Group (parent company) and he said he'd call to discuss with the GM.  That was yesterday so we'll see what he says.  I've handled a number of service complaints and issues, but never - NEVER - have I met such stonewalling and obstinancy.  My gut feeling is that the salesman screwed up, and then lied to his manager about this.  Their non-action and non-response seems to hint that they are trying to hide from this.  

You know, we're considering a legal action based on the fact that our lease agreement does not specify which model we leased.  It only says 2008 Pilot 5dr 4wd.  It's so frustrating, but now they will have to handle this properly.  Thanks for all your help!  Please respond so I can give you a rating.

Answer
Lew,

I can imagine how frustrating it is.  Landmark Honda is fairly well known Honda store.  I am surprised that they are not taking care of you correctly and doing the right thing.  This type of stuff makes me so angry, because this is why car dealerships have a bad name.  Who said buying a car has to be a beating?  Who said it can't be fun, exciting, and a good experience?  It is dealerships like this that make my job harder and harder each day, because simply won't make the easy decision and do the right thing!  Hopefully you will hear from the GM today.  If nothing else, every GM is their during the day, I would go up there and demand to see him personally.  You may have to be prepared to wait, but I would demand to see him personally and get the situation taken care.  That is just absurd.  

You may not have much luck on the legality issue though.  I am not sure what the laws are in your state, but I know here in Texas the contract does not have to specify the trim, just the basic type.  It wouldn't hurt to try though.  I am never a proponent of legal action against a dealership simply because they have very deep pockets and can drag it out, draining your resources, BUT, it seems something like that is going to have to happen to wake them up and slap them in the face so to speak.  

Please keep me informed and let me know what happens.  I will help in anyway I possibly can.

Thanks -

Jeremy