I am shocked beyond comparison at the level of awfulness that Kamal’s customer service exhibited at every stage of my purchase. Given the fact that he was the face of Nissan Agincourt for me when I first went in to consider a Nissan and also given the fact that I had been referred to him through a friend made it even harder to comprehend that why was he being so dreadful.
I had gone in with a friend who has a lot of knowledge about cars and we were connected to Kamal. Initially, for a few minutes everything seemed normal. But then his underlying sense of disdain for me surfaced very quickly.
He first actually showed as a wrong car when we went to the lot after I expressed my interest in buying a particular car (I considered that as an honest mistake) and I ignored it. Then we went in and discussed some more and he told me that in order to process my loan application and other paperwork, he would need me to deposit the customary $1000 and I did it. No problems till here.
Then suddenly as soon as my $1000 were in and Kamal sensed that I would be going ahead with the purchase, it seems that in his mind he already made the sale and came to his own conclusion that now being nice or friendly or customer service oriented was not needed any more.
His attitude towards me became increasingly condescending and any question I asked was met with a look and attitude that clearly said “what a stupid man and what a stupid question.” I increasingly felt uncomfortable and slowly withdrew in my shell and stopped asking any questions and then Kamal calmed down a bit. I left the dealership after discussing financing options with the finance manager.
After like a day or two, I had to travel out of the country and I duly informed Kamal that if the financing comes through or if he needs to contact me, his best bet was whatsapp or email. He acknowledged it and then suddenly started texing me to ask if I could pick up the car on the coming Wednesday. I said it all depends on if the financing comes through and if I don’t have a jet lag because I was supposed to land back on the morning of Wednesday. I then asked him if my financing had come through and I got no response.
For the next few messages he kept on asking questions about insurance and other stuff and I again told him the same thing that I will get everything in order once the financing comes through and I asked him again if the financing had indeed come through. Again “NO ANSWER.”
Then I left for my travel and when I reached my destination I had a whatsapp message regarding the vin# of the vehicle that I was trying to purchase and a message stating that Kamal had scheduled my pickup for the afternoon on Thursday. I was not happy on him deciding stuff for me because I had clearly told that I was the one who is going to decide when I could pick the car up and again there was no information on whether my financing had been approved or not.
So I made a whatsapp call and I told him that his messages are confusing me because he has not said a word about the finance approval and he is deciding on the pick up time for the car and all. Kamal very rudely stated “what is so confusing in this? You said you will be sleepy on the Wednesday so I scheduled the pick up time for Thursday.” I told him that I didn’t even know if my financing would be approved by that day or not and he literally shouted on me saying “Why would I send you the vin# if your financing was not approved?”
I was so taken aback. In my mind I was like well I don’t buy and sell cars everyday and I did not know that was the protocol and instead it would have been so much nicer if instead of just deciding the pick up dates and time for me if he had messaged me first saying “Congratulations, your financing has been approved, so when do you think you can pick up the car?” Like that is what I would call a customer-service oriented approach. But well, I did not have time to argue so I said okay Thursday is fine and let me figure out my insurance. I then asked him if Nissan had an approved or preferred insurance company that they dealt with.
Thankfully Kamal gave me that information without any shouting or misbehavior. I contacted the insurance lady and then I told her that I would be shopping around too to get more quotes and then will get back to her.
I landed back on Wednesday and went about my research for insurance companies in the late afternoon after I had slept off my jet lag. The insurance lady who was referred to me through Kamal told me that I could confirm if I was going with her quote on Thursday morning itself. So I was still looking around and then late night I decided that the quote that she was giving me would be the best one to go with and I was about to give her a call when suddenly I got a message from Kamal “Still looking for insurance?” I responded that I have just decided to go with the lady’s quote and that I was about to confirm that with her right at that moment. The next text I got was “I need the paperwork by 11 a.m.” Like Seriously? So now you are dictating me instead of politely asking me stuff? I messaged back that I have informed the lady and if she is unable to send the details by 11 a.m. he can cancel the deal. So he apparently checked that message the next morning and all I got back was “What happen?” Like, I got no apology for his rudeness, no retrospection nothing.
We went in to pick up the car and the real humiliation began on Kamal’s hands. He ignored me completely and just talked to my friend all the time. My friend reminded him that I was the one who was buying the car not him so he need to explain stuff to me and talk to me but to no avail. Kamal completely ignored me and showed me that I or my business meant nothing to him. I would have surely canceled the deal had I not needed the car right away. So after getting ignored for like 30-40 minutes when everything was settled, Kamal graciously handed over the keys to my friend with a big smile and ignored me completely.
I have never felt so disgustingly degraded in my whole life!! I just hope that this was the last time I had to see Kamal or deal with him because I would have never gone back to Nissan Agincourt if the other people I met there were not so customer friendly and customer service oriented.
For Kamal I only have this feedback:
Zero Customer Service Skills
Poor Product Knowledge
Zero Active Listening
Zero Communication Skills
Over-the-top rude to the point of being obnoxious
Totally a wrong person in a wrong job