Ever Get The Feeling? "Service Dept Managers"

[JasonMac]

I've had my machine up to my JD dealership for about a week now... I wanted them to service it before a long winter of removing snow.... but I also wanted to fix a bunch of little bugs with my tractor before it is totally off warranty next month...

I had them change oils/Grease... blah blah blah...

But I also wanted them to add the Rotating Beacon to my cab..... no problem...

But while it was there, I also wanted them to check my A/C.... to see if it needs freon or new roof gaskets..... because it didn't seem to pump out the cold as much..... told me it was the filters......(I don't use this machine very much in the summer compared to the winter) and the filters aren't that old... and I clean them all the time......

Next:

I wanted them to check my seat switch... because latley if I need to run a Stationary attachement (woodchipper) I have to put my toolbox in the seat to keep the machine running...... Service manager kept telling me that's normal... its a saftey feature.... I had to educate him..... no it's not normal... I used to be able to overide it with Neutral/Brake Combo..... so he just kind of made it out well...... if it's worth it to you I'll have the guys look at it...

Next:

I've been trying to tell them for the last two years... they have my auxillary hydraulic hose bracket on upside down (for the loader third function)... because my loader hose couplers can't plug in the way they should because of interference with the Auxillary 3rd Funtion Couplers getting in the way.... He seemed to think instead for the 3rd year.... we'll just zip tie those up out of the way again for you and that will be taken care of..... I was like no.... I've seen pictures of other peoples setups.... and this is wrong....... Because My tires keep rubbing my hoses.... I don't want to be out blowing snow at 3am in the morning with gashed loader hoses and get stuck for the night.... Well.... if it means that much to you.... I'll see what we can do........

Next:

My PTO Selector Lever: Works fine.... but the light doesn't light up on the dashboard when I have Mid-Pto Selected only.... when I have Mid-Pto Light ON... it shows Mid-Pto And Rear Pto is on at the same time.... The lever is doing what it is supposed to be doing..... But I had them blow me off last year about this glitch..... as it was unimportant because the lever is working ok... it's just the dash light that not lighting up... not a big deal.... If it's worth it to you... I'll have the guys see what we can do.....

Next:

I wanted them to reset my loader... my loader if you were sitting on the machine looking at the bucket.. it is shifted to the right about 3 inches (using the hose guard on the loader brace as a reference).... I've explained I've had some issues with the loader going out of whack from time to time and it needs to be reset....

Well we fixed your loader....... when you raise the bucket a few inches off the floor... both corners are even height off the floor now.... (hmmmmm... . I didn't realize that was my problem) So I went up and looked at the machine..... I told him... good, but that's not what I was talking about.... I had to explain to him... the arms and bucket are cantered to the right..... it needs to be reset, and centered.... Ok, well... I'll see what the guys can do.....

He told me my total bill was probably going to come in at about a grand.....
I want them to do the work, and get it right... and not ******** me and belittle the little bugs I have with the machine.... I want to get it right because the machine is only 3 years old, and I just want to keep up with the glitches..... But I get the feeling he thinks I'm way to picky............

So I want them to do everything and Really Really Try to get things right, and not give me the run around.... or belittle my requests.... and tell me how the big the bill is going to be......

Send me the bill.... I'll pay it.... but......this time... I want everything right... and the things I've complained about last year at service time.. I'm not paying for....

I truly believe all machines are going to have their glitches.... but I'm one that wants to keep up with the glitches... to keep it up, and keep it nice... when I ask for something to be fixed.. I want it fixed.... I'll gladly pay if I think it is justified.... I'm not cheap... that would be the last thing you could ever call me.... But, I don't think I should have to pay for their Jury riggings.... or fixing what wasn't a problem.... (loader for example) was cantered to the right.... it was level up and down (both corners of the bucket)...

Am I wrong? Does anybody else have the feeling a certain Service Manager BeLittles your requests?

 

[mjncad]

Do you have another dealer you can go to?

 

[ScottK]

I have had to fix everything myself because my dealer acts like they've never heard of my problems either. They don't even know what hydro filter to order, yet every machine they sell is going to need one pretty quick, so they should keep them in stock.

 

[irvingj]

It's unfortunate, but as time goes on and dealerships become more controlled by the bean counters, it seems that the "service manager" has become very much more of a sales position than anything remotely connected to repairing things.... (In some places they're known as "service writers" --Now there's a job title that generates confidence!)

I've seen it again and again. It's a rare dealership, be it agricultural machinery, computers, automobiles or anything else that occasionally needs repair, where the service manager has come up through the ranks of the service department and --duh!-- actually has some knowledge of things mechanical and how to repair them. Keep looking!

Of course, a really good service manager also has the ability to listen.... a lost art?

Yeah, I do most of my own maintenace & repairs, too.

 

[Ductape]

It's unfortunate, but as time goes on and dealerships become more controlled by the bean counters, it seems that the "service manager" has become very much more of a sales position than anything remotely connected to repairing things.... (In some places they're known as "service writers" --Now there's a job title that generates confidence!)

I've seen it again and again. It's a rare dealership, be it agricultural machinery, computers, automobiles or anything else that occasionally needs repair, where the service manager has come up through the ranks of the service department and --duh!-- actually has some knowledge of things mechanical and how to repair them. Keep looking!

Of course, a really good service manager also has the ability to listen.... a lost art?

Yeah, I do most of my own maintenace & repairs, too.

I'm with Irvingj 100% !!! Service writers/managers are SALESPEOPLE.

I'm plenty mechainically inclined so try do do all maintenance and repairs myself. My recommendation is to start doing your tractor work yourself. Start with small things and work up. It is great to be more intimate with your tractor. If this is not possible...... i second the recommendation to try a different dealer. Nothing worse than having to go back and hand money to a dealer that you dislike (i seem to dislike all of them around here!).

Do you mind me asking what area of the state we are talking about? Just wondering if its the one that just got bought out by the BIG orange tractor conglomerate.......

 

[Spudland_Dave]

I do all PM work myself...
I will say though, I've had a few warranty issues as well...transmission speed sensor, rear draft link, and a flat tire, and the service dept was MORE then accomodating on each event. Even the sales staff helped me....within the first week one of the rear tires was going flat in a 2 day period...had to keep it constantly aired up every day...spoke to the shop about it and they said no problem we'll take a look...the dealership took the step of sending the salesman up to help me out load up the tire into my truck.
The service dept is why I bought a Deere and not an Orange one...

 

[kthompson]

JasonMac, if you have other dealerships options check those out. You may wish to try another option: Take picture of any issue you can but put all in writing. Have it dated and signed by the service writer, mgr or what ever.

That way they can not play ignorance, it has to be in language all understands it, it issue with it later your signed details should prove you well with that dealership or beyond.

You could even leave a few lines for them to write in what they found wrong and how they corrected it if they don't provide that in what they give you.

 

[mikim]

Ford dealer where I live has 2 "podiums" just inside the door of the service entrance where you talk to your "service rep" ---- they are from that point on the only people you are allowed to talk to. They never seem to leave their podiums .... unless it's to get coffee. Fortd dealer where I'm moving to --- had to go in a couple of times. First time -- I walk in the service door and there is a long counter with 4 - 5 guys bustling around behind it ..... one drops what he's doing and immediately helps me ..... after wiping his greasy hands off...... he knew exactly what I was talking about and they jumped right on it. The next time I took it in for a non-emergency repair -- same thing. These guys just didn't push papers -- they know what they're talking about. I got a hunch I know where I'll buy my next truck -- just cause of the service dept.

 

[Cidertom]

Wow,
Memo to self: Buy box of cookies for service manager at local dealer

The two at my dealer listen, invite me to talk to the tech that will be doing the work. Ask me to demonstrate the problem if they can't get it to misbehave. I got a call three months before the main warrenty ran out to bring the tractor back in if there was any issues.

 

[jrutherford]

I love my dealer. Love my service managers. They will ignore me if I'm too picky and I get it, no hassle. I take care of some things myself, but let them know the problem was there so they appreciate. I send used equipment back with log of servicing so they don't spend money they don't have to getting it prepped for next buyer. They have a someone drop parts at my shed if I need them on way home from work as a favor. I wash and sometimes wax most every piece of iron I trade back to them and make sure it is in good shape for next guy. This is a two way relationship. If I want to be customer and be right I have to acknowledge that sometimes they are right too. I am a different sort I guess. I'm not too hard on them or ride them on every price difference when we trade. Dealers are "dealers" they like people who are easy to get along with and have the "no problem" attitude. Is usually reciprocated. "Easy does it" is motto I try to implement in my world. So when I do get an attitude and something is really out of whack it gets prompt attention, because it is dead SERIOUS. That is best thoughts I have on how I do business with my people.