Therapy - I have to rant!

[JOHNTHOMAS]

It's not Kubota, JD, NH, etc. It's people. It's always been like this and always will. People can sometimes be turds and some people always are and some people are not. I see it about every day if I come into contact with people. I love going to a business establishment or even meeting fellow customers that seem to be enjoying their life and/or job. I also meet people like that most days when I get out and about. One can spoil a day and another can lift my spirits about mankind. Oh by the way, I'm a Counselor and enjoy most clients/people and after talking with most of them can determine where their attitude (positive or negative) comes from. Are some still turds? Yes, some are and some are not and understanding why they are like they are helps some times until I come across them in a business when I'm going to buy some thing. Understanding doesn't always help me to be more accepting of rudeness.
I bought a different vehicle a few days ago. Owed Chase for the vehicle I traded in. Called Chase to get the same amount of money to pay off old car and get the same amount of money on the new car. Talked to 3 different people over an hour or so period of time and the final person tried to ruin my day. Loan approved BUT.....all paperwork had to be done the hard way instead of the way the deal was done. Actually at one point was told No loan disapproved if I didn't do exactly what she told me. Called my Credit Union and within 15 minutes my request was approved and to fax sales contract and she would handle it from there. It was actually a pleasant experience. The difference was the people mostly and also the Companys policys to try and make something happen or to try and make every situation into their pegs. A combination of an employee that seemed to not want to do anything to help vs one that seemed to know and like her job and wanted to make "it" happen and worked toward making it happen. People, some are, using a Professional term, TURDS and some are Nice. I to can be and have been at times both.

 

[Depmandog]

This reminded me of a customer service issue I had years ago at a local Ford dealer. We had a new Thunderbird that had a terrible body groan / squawk in the firewall that developed shortly after we bought it. This thing was so loud, you could hear it over the radio. I had it into the garage several times to get it fixed - to no avail. I don't think they even tried to fix it.

Then it started to short out the digital dash electronics (speed, tach, etc). Twice more I had it into the service department for repair. They managed to get the electronics to work, but the next pothole I hit - I would get the loud groan and out went the electronics - again.

Needless to say - I was frustrated beyond belief. I took my complaint to the general manager and all I got was the run around. I had heard about the existence of a regional service manager...but had no way to contact him. Looked high and low for phone number. Even asked the dealer who denied the existence of such a person.

So with no other options I called Ford in Dearborn Michigan, but I couldn't get past the receptionist. She kept telling me to speak with my local dealer. So I got to thinking..big corporations have blocks of sequential phone numbers. The main number to Ford was something like XXX-X000, and I started calling X001, X002, etc

About number X027, I finally got past the main line rollover numbers and ended up speaking with a VICE PRESIDENT of Ford! He was extremely nice, listened politely to my rant describing my service department woes, took down my information and told me the regional service manager would be in contact with me within 24 hours. (He also asked how I ended up speaking to him...told him I had been dialing random numbers until I found someone who could help!)

Well, it wasn't 24 hours, but more like 15 minutes and the regional service manager was calling me. Fifteen minutes after that that the service manager of the dealer called. All of a sudden, I was Mr. Important!!

I had an appointment for repair setup for the very next day, and they even OFFERED to come and pick up the car (which I declined). When I took it in for service the next day, they placed an orange cone on the roof of the car with VIP stenciled up the sides.

The car was fixed - 100%. No further problems. They sent it over to new car prep - did a full detail wash and wax. Changed the oil, rotated the tires.

I received several follow up calls from the dealer, and one from the regional service manager.

That was back in 87, and that was the LAST time I ever set foot in that dealership. You know, we all should be treated as Mr. (or Ms.) Important when we have service issues. I didn't step foot in that dealer - but I have purchased several Fords since then. That VP got it, he understood how important customer service Is, and honestly had I not received the satisfaction I did, I probably would have a "pee on Ford" sticker stuck somewhere on a non Ford vehicle .

 

[TripleR]

I can sure understand your frustration, there is a Kubota dealer 18 miles from me that I won't go near and drive twice the distance to a great dealer. There are two Deere dealers here, one good another not so much. We have never met a rude person at our Kubota or John Deere dealer. I refuse to put up with rude people and will speak with people up the chain if I encounter one and will not hesitate to go elsewhere even if it means driving further.

 

[k0ua]

This reminded me of a customer service issue I had years ago at a local Ford dealer. We had a new Thunderbird that had a terrible body groan / squawk in the firewall that developed shortly after we bought it. This thing was so loud, you could hear it over the radio. I had it into the garage several times to get it fixed - to no avail. I don't think they even tried to fix it.

Then it started to short out the digital dash electronics (speed, tach, etc). Twice more I had it into the service department for repair. They managed to get the electronics to work, but the next pothole I hit - I would get the loud groan and out went the electronics - again.

Needless to say - I was frustrated beyond belief. I took my complaint to the general manager and all I got was the run around. I had heard about the existence of a regional service manager...but had no way to contact him. Looked high and low for phone number. Even asked the dealer who denied the existence of such a person.

So with no other options I called Ford in Dearborn Michigan, but I couldn't get past the receptionist. She kept telling me to speak with my local dealer. So I got to thinking..big corporations have blocks of sequential phone numbers. The main number to Ford was something like XXX-X000, and I started calling X001, X002, etc

About number X027, I finally got past the main line rollover numbers and ended up speaking with a VICE PRESIDENT of Ford! He was extremely nice, listened politely to my rant describing my service department woes, took down my information and told me the regional service manager would be in contact with me within 24 hours. (He also asked how I ended up speaking to him...told him I had been dialing random numbers until I found someone who could help!)

Well, it wasn't 24 hours, but more like 15 minutes and the regional service manager was calling me. Fifteen minutes after that that the service manager of the dealer called. All of a sudden, I was Mr. Important!!

I had an appointment for repair setup for the very next day, and they even OFFERED to come and pick up the car (which I declined). When I took it in for service the next day, they placed an orange cone on the roof of the car with VIP stenciled up the sides.

The car was fixed - 100%. No further problems. They sent it over to new car prep - did a full detail wash and wax. Changed the oil, rotated the tires.

I received several follow up calls from the dealer, and one from the regional service manager.

That was back in 87, and that was the LAST time I ever set foot in that dealership. You know, we all should be treated as Mr. (or Ms.) Important when we have service issues. I didn't step foot in that dealer - but I have purchased several Fords since then. That VP got it, he understood how important customer service Is, and honestly had I not received the satisfaction I did, I probably would have a "pee on Ford" sticker stuck somewhere on a non Ford vehicle .

What a story Dean. Sometimes you just have to get hold of the right guy. That was pretty smart to go thru the DID group of telephone numbers to find someone who gives a poop about the customer. I wonder exactly what that regional service manager said to the dealership? Bet it was an interesting conversation. We had a similar customer service issue with a used Ford explorer we bought from a local dealer, and to this day my wife wont set foot in that dealership or even consider a Ford again. She holds grudges longer than I do. Again, good story and well told:thumbsup:

James K0UA

 

[dpmac]

Reminds me of trying to call any bank in Canada!

 

[rswyan]

That VP got it, he understood how important customer service Is, and honestly had I not received the satisfaction I did, I probably would have a "pee on Ford" sticker stuck somewhere on a non Ford vehicle.

Hopefully that is why he is/was the VP ....

Not all are capable of demonstrating effective leadership .... cherish those who do, for they make the world go round ....

 

[Chugbug]

It's a a shame some business's don't realize the importance of customer service. Some think sell sell sell and fail to realize its not about the sale but what they do after the sale. When I was looking to buy my BX 25 I have a dealer just 5 miles up the road, I had my mind made up on the 25 but speaking to one of the salesman he said all I have on the lot is a 24 and he said he would not order a 25 for me while he had the 24 on the lot. So guess what I drove 50 miles and purchased it from another dealer who was very pleased to get the business. I did happen to run into the GM of the 1st dealer and told him about my experience at his shop and he was very apologetic and told me to come into the shop whenever I need anything and he would take care of me and he has been true to his word.

 

[MoKelly]

It is frustrating. But, you said this was a "high volume dealership". I guess if they are successful acting the way the act there is no incentive for them to change.

MoKelly

 

[Proletarian]

finding employees who take a personal responsibility are harder and harder to find so it seems. I suppose most are out to collect a paycheck and just make it through the day. I would hate to have a dealership and be tasked with the challenge of finding employees who you can trust when your back is turned. Employees will make or break a business.

 

[RaydaKub]

finding employees who take a personal responsibility are harder and harder to find so it seems. I suppose most are out to collect a paycheck and just make it through the day. I would hate to have a dealership and be tasked with the challenge of finding employees who you can trust when your back is turned. Employees will make or break a business.

I would agree with that 100%. However I would also state that as an employee of a large company, there's a lot less personal responsibility demonstrated when there is not much of a hint of respect coming down from the employer.