June 2011 Archives

Evidently this is the week for stories of consumer woe on my blog, but in contrast to the CCP case, this story is really 90% my fault for not listening to the warnings and not being careful enough. However, this experience has basically soured the entire process of buying a new car for me, and I don't want anyone I know to go through this this if they don't have to. I have learned a very expensive lesson, but there's no reason anyone else has to.

The Setup

The story begins last weekend when I went to O'Brien Auto Park (and no, I'm not going to link to their website, but I will happily link to their largely lackluster Yelp reviews for sure). I had heard warnings about them before, but I also had friends who had bought cars there and not found them to be particularly horrible -- plus they own the dealerships for like half the car brands in town, so unless I wanted to go to Bloomington to test drive cars, I didn't have a whole lot of choice. So I went there Saturday and test drove a bunch of cars. Despite the fact that I ate up three and a half hours of his time, the salesperson I was with never tried to rush me, we seemed to get along pretty well (though that's kind of his job, so it was unsurprising), and he seemed genuinely helpful about finding me what I wanted, and not just what was most expensive. Honestly, after Saturday I had a fairly good impression of the place, which shocked me.

Monday, I sent mail to the salesman and asked what the Elantra would run me with the standard package of features with a manual transmission, and he got back to me with a quote pretty fast. Again, this impressed me, but he was trying to sell me a car, so this was not entirely unexpected. Later that day he sent me mail saying that they actually had gotten a manual transmission Elantra with the features I wanted in a dealer trade, and if I was interested to let him know and he'd save the car for me. After thinking about it overnight and comparing the prices and features of the cars I'd looked at, I sent him mail yesterday morning and told him I was interested. He told me to come by that night and they'd set me up.

So I got to the dealership around 1815 (they closed at 2000), and he took me to see the car; I took a look at it and it looked fine, and then he took me and had me look over the buyer's agreement and everything after they'd decided my Saturn was worth $500 (which was a perfectly fair assessment of the old girl). He showed me the price, which was what we'd agreed on in email on Monday, showed me how much tax, title, and license was, and then gave me the final price, which was a little over $18,000. He said someone would be with me to deal with financing and finish all the final paperwork after that, and he left me in the lobby to wait for that while he went to go take care of another customer who'd come in to get his car. Up until this point, I was pretty happy with the experience and looking forward to driving my car. I admit I was excited, impatient and not thinking straight as I should have been. I had had a pretty busy day and was eager to get home and just relax before I had to get up at 0530 this morning for another hectic day before I had to catch a flight to San Francisco on Thursday.

The Shenanigans Begin

They kept me waiting for a while, which didn't bother me too much at the time, but now I can't help but feel like it was a deliberate tactic done to take advantage of the fact that it was late, I was getting impatient, and I really did like the car. After a while, the salesman came by to ask if they'd talked to me yet, and I said no -- and he said he'd just start showing me the features of the car and how to work everything while I was waiting then, since there was no point in having me just sit there. Again, this seemed innocent at the time, even considerate, but now I wonder if it wasn't just another deliberate tactic to keep me off balance.

After we got about halfway through, the finance guy comes in and I go with him to start going over the other stuff with the car, and this is where the problems really begin. The first thing he did was to ask me if I wanted to get the undercoating and that sort of junk that you always hear them push. To be fair, he talked about it in very specific terms and told me exactly what the price would be and when I said no he didn't really push it. I suspect because this is the most common type of extra nonsense you hear about, they call it out specifically so that you think they are going to be as straightforward with everything else. Au contraire.

After that, then he started going over the financing, asking me what terms I wanted and how much I was going to put down. I was going to be putting $5000 down on the car, and I wanted a 36 month loan, on which Hyundai was offering 1.9% financing. He took that and then came back, and presented me with four options -- extended warranty options, though he never said that's what they were, making them sound like the most basic option, which I've since realized added about $4000 to the cost of the car, was the cheapest option I could get. However, it wasn't -- it was the most expensive extended warranty I could get with a few small options I didn't need (like gap insurance, disability coverage, and something else I didn't need which I can't remember) taken out. I was never presented with what the payments would be if I didn't want the warranty at all. Instead of having payments that should have worked out to about $350 a month, they were just short of $500, which should have made me realize something was wrong right away. Unfortunately, I was still not thinking straight and distracted about everything else going on right now, and I signed the paperwork without reading it carefully or thinking too hard about it.

After that, I went with the salesman again, finished going over the car, and I went home -- it was already after their closing time at this point, nearly 2030. However, on the way home, I also noticed that the digital odometer, which I hadn't seen before driving the car off obviously, clearly did not match what the forms I'd signed in the finance guy's office had said. They had read 15 miles -- the odometer read just over 500. When I realized this about halfway home, I began thinking about everything else, and started to get seriously angry, realizing I'd just been taken for a sucker.

Buyer's Remorse

So, after I got home last night I just spent a bunch of time stewing about this and talking to friends and family about getting stuck with a bunch of charges I didn't want, and mileage that was way out of whack with what I'd been told. I spent about two hours talking to my dad and trying to figure out what to do, and rereading the contracts (only 3 hours too late) I realized I could cancel them, and at least get most of the extra money back. I was pretty much resigned to having a car I could never feel really good about though, and didn't look forward to dealing with it in the morning -- especially since I had 0530 maintenance to start out the day.

So, this morning, bright and early, I went in and asked to speak to the manager about my problems, and told the sales manager how I felt about what had happened -- how there was a discrepancy with the mileage, how I felt I had been taken advantage of, how I didn't want to pay an extra four or five grand for the car. He went through everything they'd thrown on the car and I told him I didn't want it, he asked how he could make it right, and I said I didn't know. By that point, I just felt like I could never trust the car, even if they took everything off and I could get it for the base price. After going through this, he offered to take the car back entirely, void all the paperwork, and give me back my down payment and my Saturn.

It was a tough decision. I really did like the Elantra, and for all the crap that had happened I still felt like the salesman I had originally dealt with had really been good with me, so screwing him entirely out of a commission seemed a lousy way to thank him. However, if I could never trust the car again, if I'd always be waiting for the other shoe to drop, if I'd always be wondering if it was worth it, even if I had gotten a decent deal, I think I'd always be unhappy with the car, even if it ran perfectly for the next 20 years. Eventually, I told him I just wanted my money and my Saturn back and the paperwork voided. To be fair, he accepted my decision, said they'd keep the car around for 24 hours in case I changed my mind, and then the finance manager came out and showed me the voided paperwork.

They let me keep my copies of the paperwork, they gave me back my key for the Saturn and the title, and I went on my way.

The Aftermath

There may have been nothing sinister about the mileage; they had said it was a dealer trade, and they said it was a screwup where they mixed up the mileage on my Elantra and another one that was being delivered at the same time. I might have actually wanted some of the parts of the limited warranty, if they had presented it to me with all the options and with the full cost up front, instead of the sketchy way with only the payments on an option sheet. I may have been as happy with the car for the next 15 years as I have been with the Saturn. Unfortunately, because they tried to obscure things and foist thousands of dollars in extra crap on me, I just really felt taken advantage of, and now they lost a sale, I don't have a new car, and I have a bad taste in my mouth just from dealing with them. My dad, who was looking at buying a Toyota truck to replace his aging Ford in the near future, certainly won't be buying from them either.

Every time I think back to this experience now, I'm going to see everything in a bad light -- suspicious of every time I got left to sit and wait for a while, wondering if my salesman's friendliness was just a ploy, wondering if that 500 extra miles was something more sinister than just an innocent error, wondering if they had the car I wanted all along and were stringing me along with false scarcity to keep me from looking too closely at the price. Honestly, that is the biggest problem with this whole thing, because it's hard for me to even say "well, at least it wasn't all bad." I got lucky, and managed to get it taken care of before I really got screwed, but my outlook on the whole car buying process is now even more cynical than it was, and I'm probably never going to enjoy that again, even in the future. That loss of innocence (or maybe naivety is a better word) is the real price of this whole mess. I've learned my lesson, I guess, and the good thing is that I barely dodged an expensive mistake to do it.

I do still feel bad for my salesman, really; I really did get the feeling that he was being honest and truly trying to help me find the car that was right for me. Part of me hopes he was just as cynical as I feel like the finance guy was because I really don't want to think that he got screwed by some other jerk at his dealership. I'm not willing to pay thousands of dollars more for a car just to help a guy out though, and I hope that if he really was honest that he gets out of that place and finds a better dealership to work at.
Thought I'd repost this here -- a summary of my thoughts on the situation with Eve and CCP that continues to unfold. Originally posted at Quarter to Three:

I've played Eve since beta (with a few breaks here and there) and this sort of thing has happened before -- people threw shitfits over T20 and other such scandals, but for me the big difference with this is that it is getting such traction, snowballing so fast, AND -- most importantly -- it is so one sided. There are very few people trying to defend CCP at this point, especially after it was confirmed that the newsletter was the real deal, when before there's always been a fair number of people defending game changes (like removing jump bridges or the carrier changes or sovereignty changes or whatever).

I think, after the last year, people are just sensing a real change in the way CCP is running things. I don't think anyone is under the delusion that CCP doesn't want to make money, but the problem is that it seems like CCP has changed from being focused on making money through providing a strong game attracting players through word of mouth and customer loyalty to making as much money as possible while they churn and burn the player base. They've forgotten the lessons Eve should have taught everyone else -- that starting small and building your numbers slowly is the way to go, that making a game focused on providing a quality experience players can't find anywhere else is the key to maintaining profitability. The last year has shown that CCP seems to be more concerned about using Eve as a means to an end, milking it for as much cash as they can so they can get Dust and WoDO out the door, rather than making Eve a good product with a loyal following that brings in consistent revenue. Between the "18 months" fiasco of last year, the $99 dollar licensing fee for community tools, the completely underwhelming delivery of Incarna which has been hyped for more than half a decade, and now the completely two-faced discussion of microtransactions (if you can call a $70 monocle a "microtransaction) and their relation to gameplay, CCP just seems to be making a series of decisions that are completely contradictory to how the game was being run until around 2008-2009.

Even the tone at this year's FanFest seemed completely off to me, very different from the two years previous. Everything was focused on how great they were as a company, but the discussion of how this was good for Eve and good for players almost seemed to be an afterthought. The Permaband video this year wasn't about how awesome Eve was, it was about how much bank CCP was pulling down. The party was swollen with Icelandic locals to the point that a lot of Eve players just felt unwelcome at their own party, and left a bad taste in the mouths of a lot of the players. Instead of FanFest being a celebration of Eve and focused on how great the Eve community is (and it is great, despite the backstabbing and vitriol you sometimes see on forums and in game), it was more like a party CCP threw to show off. It was really disappointing, and I say that as someone who thought her first FanFest was literally one of the best experiences of her life.

I've poured a lot of blood, sweat, and tears into Eve over the last 6 years. Eve has been the only MMO I've ever been interested in playing because it was the only one that seemed to be committed to delivering on the promise of the genre, making a true virtual world, and I know there are people at the company that still see that kind of promise in the game and want it to be all the things that people imagined for it. The problem seems to be that the money men have become the ones in charge -- and the same way Bobby Kotick and his people from the packaged goods industry turned Activision into a CoD and GH churning machine, they seem to be turning CCP into a company focused on squeezing as much money out of the player base in the short term without regard to the company's long term profits or reputation. For a company like CCP, which basically got its start by winning the hearts and minds of its players by building a strong brand and a player-focused game, and thrived on word of mouth and good press, this seems like suicide. I don't even understand a lot of their decisions from the "get money above all else" standpoint -- surely you'd sell more than ten times as many of those monocles at $7 than you would at $70. That's what's just baffling.

The newsletter is problematic because, at least to me, it clearly comes across as an attempt to socialize an idea that may be very unpopular among the rank and file in the company. If you look at it, the people on the pro-MT side are Principal Game Designers, Lead Game Designers, Directors of Content...people in management who are going to be driving those policies. Who is speaking against it? One person who is in the Research and Statistics group. If it was meant to provoke discussion, it is not providing a very balanced view, or a feeling that dissenting opinions are going to be welcome -- so either it's a very poorly made internal publication or it's piece of propaganda, neither of which reflects well on the company.

And then to see Pann's post that started that thread completely ignore the newsletter is even more baffling. When the problem with your image is that people think the company is lying to its customers, why would you ignore what is clearly the root of the problem? It is only going to reinforce the belief that you are being disingenuous. At least acknowledge it, even if you have to say "a further statement on that issue will be forthcoming." I just don't get it.

CCP thrived on being as open and honest with the player base as it could be in the early days, and had a lot of customer interaction up and down the management chain. Obviously, as the company grows, that becomes infeasible, and no one wants to see another T20 debacle. But CSM exists for a reason, and CCP appears to have completely cut them out of the loop, and I don't understand why -- or rather, the only reason I can see why they would do it just makes them look like cowards. I don't think most of the player base is so opposed to MT to completely rule it out, and I don't think most people have anything against CCP making more money from Eve, as long as the health of the game is maintained. If CCP wanted to have an open and honest discussion of microtransactions, up and down the spectrum, I am sure that would have given them a great deal of ire, but I can almost guarantee that it would have gone better than hiding their true intentions from the player base until it was too late. Now they've not only lost the lunatic fringe, they lost the trust and goodwill of the players who may have been uneasy with microtransactions but were willing to work to a solution that benefited everyone. The loss of that trust and goodwill is something that will hurt CCP more than any number of ragequits, because the more they make it look like nothing they say can be trusted, that the CSM is as much of a sham as its biggest detractors claim, and that they are focused only on what they can squeeze out of the game in the short term, no one is going to buy an apology or any sort of reforms as anything more than damage control, not a sincere effort to make things better.

And in the long run, that's bad for the game. And that's bad for those of us who really love it, even if we don't have time to play as much anymore, because we want to see it succeed and show that there's a better way to do business than the churn-and-burn model.

As my parents would say, I'm not angry; I'm just disappointed.

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