Dear Mr. Dorschel,

I'm writing to you directly because I suspect that the staff at your Scion dealership will be unlikely to pass on to you the fact that their actions have led to significant negative publicity for your company.

As you can see by the attached printouts of Google searches for "The Dorschel Difference," "Dorschel Scion," and simply "Dorschel," my online post describing my very unpleasant experiences with the sales staff at Dorschel Scion is now one of the first things that people searching for any of those terms will see.

I did not enjoy writing that post, and I most certainly did not enjoy the experiences of being lied to and patronized by your sales staff. I wish I had been able to update that post with good news rather than ongoing frustrations after our interactions today with the sales staff. Unfortunately, they seem much more concerned with making excuses and blaming our "misunderstanding" or "confusion" than with accepting responsibility, making the situation better, or even giving us honest and accurate information.

At this point, because we've already turned in our original leased vehicle, it simply isn't realistic for us to start again with another dealership--were that not the case, we would do so in a heartbeat. And it's unlikely that we'll ever purchase or lease another car from a Dorschel dealership. Much as we like the Scion brand, we'd prefer to work with a dealer that we trust to be honest with us throughout the purchase process.

I hope that you're able to find a way to turn around the quality of service at your dealership, since this kind of experience benefits neither the customer nor the company.

Sincerely,

Elizabeth Lane Lawley, Ph.D.
Associate Professor, Information Technology
Director, RIT Lab for Social Computing