Generalized Rant

[timswi]

Dave,

I can say that I graduated from college during the '89 recession where there were NO jobs to be found anywhere around here, I stayed put at the dealer. I did the best by my customers as I could. I treated them like family. The line at my desk would be 6-7 deep in the AM..The other guy, one maybe. Why?..I'd take them into the shop and show them what was wrong and what they were paying for.

If a customer came in with a dash rattle and the tech came to me with a 60k service order, I'd make sure the rattle was taken care of first. Then, I'd tell the customer the pros of doing the service. If they didn't want to do it, that was cool. Don't believe in profit over loyalty. Most times they came back and had their service done on their own terms. Win/win for all involved.

If you are going to do something for a living, do it right or quit. Good times or bad.

I turn people away for car restorations because I don't feel that I can give the attention deserved on their project anymore. It's all about honesty and giving the customer what they expect.

 

[timswi]

And another thing: If I hear "I understand your frustration" one more time...My head is going to explode!!!

 

[studor]

There is a reputable Toyota dealer here in town that has never managed to fix all of my problems on my first visit if I have been paying the bill --coincidence?
The old adage about the customer always being right does not exist with car dealerships or brokerage firms

 

[timswi]

There is a reputable Toyota dealer here in town that has never managed to fix all of my problems on my first visit if I have been paying the bill --coincidence?
The old adage about the customer always being right does not exist with car dealerships or brokerage firms

Agreed..Doesn't need to be that way...I've found that doing it right is much easier than taking the cheap way out.

 

[keegs]

Between the wife and I we have Toyotas and a Chevy. I take them in to the dealer for anything but the basic oil change, tire rotation, tune up ...etc. My experience has been that while it costs more, the dealer's techs have the experience and training to do the work correctly and if there's a question or a problem they're most times trying to keep me happy.

I'd recommend trying another dealer if that's possible.

 

[mbohuntr]

Here's one that will make you smile... We bought our Cherokee Sport new at a dealer, always had the service done at that dealer. One day, SWMBO called me at work, and said they wanted to charge $700 for the 60,000 mi service.. Brakes were fine. I asked the tech what was included in the service and he said there is a $500 charge for the "Heavy Duty Towing Package Service". I asked to speak to the service mgr. He in turn stated the charge was correct. I asked if he actually was looking at the correct vehicle. He gave the correct vehicle and described it accurately. Then I mentioned that it did not, nor ever had, a hitch on it!!!! He then reconfirmed that the charge was a recommended service??? I'll bet it is !!! Maybe they'll offer to flush the tranny cooler as well... I then called the general manager of the parent dealer and explained the problem... She asked me what was not correct about the charge??? I never went back, and they are now out of business. I will take my older vehicles to my local mechanic, a friend for many years... He may not always have all the answers, but when he says there is a problem, he takes me into the shop and shows me. He also treats my children, and their vehicles right! Ill keep going there until he is no longer able to fix them due to the complexity.

 

[Lloyd_E]

Yup. Same BS with local ford dealer. We were running three ford vehicles at the time. Two focus station wagons and my F150 supercrew. About a hundred grand in purchase power and servicing from them. My car was near the warranty kilometer limit and had a problem with a belt and tensioner no problem covered under warranty. It took them 3 tries to fix and replace three times (wrong pulley first time, wrong belt second time). On the last try I had only 500 kilometers left before the warranty ran out and I was commuting a 1000 kilometers per week. I asked if it happened again would it be covered. So the desk clerk and manager debated in front of me whether it would be covered under the 60 000 warranty or drivetrain... couldn't give me an answer. So I took my service elsewhere.

The correct answer would have been yes - we would cover you since this has failed twice. Found a local shop that takes care of you. Even phoned before xmas to let me know my inspection was due Jan 1. They also lent me their shop vehicle for 3 days while my car was in the shop. Couldn't find an alternator in a timely fashion - even OEM part. They will pick me up at home- a few kilometers away and bring me back to get the car if need be.

So far I have sent 6 people to their shop and all six are very impressed. Including a friend who has one of the mini cooper s convertibles... he gave up on the dealership that sold him the care due to lack of attention.

You want to keep me as a consumer - go beyond the normal sales procedure..

 

[Bird]

Next day SHMBO calls at work an tells me that her transmitter doesn't work. Battery I figure. Replace the battery and nothing.

Turns out, all transmitters must be present if you replace one. No one told me this

I've been there, done that. I bought my little Ford Ranger used and it only had one, so I went to the Ford dealer and bought another one at the parts counter instead of the service department and the young fellow there said he'd program it (without me asking). As the saying goes, "when all else fails, read the manual". You'd think the dealer's employees would know, but of course some of those things change with model years. We now have a 2002 Crown Victoria and programming the keypad on the door is a different procedure from the one on the 2001 Ranger and the 2001 Windstar.

But fortunately, I do now have a nearby Ford dealer that is much more reliable.

 

[jinman]

About 7 years ago, I was having trouble with my the automatic transmission on my '96 Dodge w/Cummins. I called the local Dodge dealer close to my workplace and was told they could run a diagnostic test on the transmission for $75. I took the truck in and dropped it off in the morning and went back to pick it up in the afternoon. The bill was $150+. I looked at the bill and it showed the transmission had failed the diagnostic with a recommendation of replacement. The other charge was for "fluids disposal." I asked what fluid was disposed of since there was no fluid noted as being added. The cashier just gave me a blank expression and said I'd have to check with the shop the next morning because they were all gone. I had been dropped off by a buddy and needed my truck, so I paid and left, never again to go into that dealership. I'm thinking the tech must have gone to the restroom while doing my test and that's the "fuid disposal" I was paying for.

Not only did I not have to buy a new transmission for $4860, but I had my old one rebuilt for $1800 at an independent shop. I now have over 220k miles on the rebuild.

 

[Western]

It is odd when it comes to service whether your in a "line" or if its personal. I have had a few minor instances with auto dealers but, knock on wood, not as bad as some of you guy's.

The odd thing to me about customer service is the places you find it and the places you would expect it. For instance a hospital...geeez i could probably write a book on this endearing profession, most of my family including my wife is in the medical field, I grew up around it while my parents went to med school.. lets just say my personal dealings with hospitals and doctors offices have never lived up much to my expectations. I have had veterinarians that where better at customer care with livestock!!!!

On the other hand since I am on the road allot thus we eat out, I have had a couple outstanding waitresses that should have been running a large division instead of serving food..

I think service over the phone, in general, is non- existent, even if you can understand their language.

I think it may be our expanding society, every one getting in their little glass house, not sure. but you can tell almost instantly when your dealing with a good person, who was probably raised right or at least understands the concept of your time and money.

We are all "customer service reps" at one time, but as a living it is hard to find. when I experience good service, I will acknowledge it and have even passed my appreciation on to the upper management if it was that good.

I patronize where I get service/ products I need and stay away from places that have not valued my time and money and yes I will tell them that too.