Why not the dealer

[dkozloski]

I read a very interesting article in a trade journal that compared customer satisfaction with the dealers performance with the reliability of the cars. Everybody loved the dealers as long as the cars didn't need repairs. If the cars were problematic the dealer was the devil incarnate. Give anybody enough chances and they'll screw you one way or another or at least give it a good try.

[RightTurn]

Well, as I see it, cars are so damned EXPENSIVE nowadays...why is it asking so much that they be put together well or that a customer receive honest, best-effort service from the dealership? I can't imagine dealing with a dealership like Lindsay, because in my experience that level of service doesn't exist. And you are correct, Koz. My 2002 Lexus RX was problem-FREE, so I consider that dealership as "one of the best" because I never had to go there.

[Sandy]

I do take my Sixty to a dealer. The one I bought from sold out for 32 million (HEY, who needs to sell cars for a profit of $800 when you get an offer to sell the land for 32 M ?

So, I go to the other dealer in my county. Very pricey, but I feel comfortable there and they never get her dirty.

My experiences there have been few, very few, but positive. I am going thios Monday - in 2 days. Routine care, and I have a big big list.
Power Flush Cooling system, add pellits, change oil & oil filter, and air filter and lube chassis and
check all fluids & differentials, put 34 pounds of air uniform in all tires.

I am nervous all the time I am there, that something big bad will happen. I cover the white leather seats with a blanket at home, before leaving. They will not let me into the shop, so I cannot protect her, darn !!
My blood pressure soars everytime I have to do this. She has 9,988 miles (I checked TODAY) and is a 1993 Sixty Special ........ One off.

http://www.smatarese.com/forum/sandy/

[gdwriter]

I was fortunate to find a local mechanic that I trust, both with Betty and Cruella. I've had several jobs done there, and I've always been pleased with the work they've done. A solid, trustworthy mechanic that prices his work fairly is an extremely valuable find, and I've recommended this shop to others.

[I~LUV~Caddys8792]

Originally Posted by RightTurn

OK, my experience TODAY at the Cadillac/Chevrolet dealer where I bought my 2007 CTS and a 2008 Tahoe about a month ago. So my 'Hoe is a month old and the small woodgrain "door" on the front compartment of the center console is warped. It sags in the middle and the two outside edges have a slight upward "curl." The dealer ordered a new part and I took the truck in at 7 this morning to get it fixed. Later this afternoon, the goon from the service dept. called me and said the replacement part was warped, too...but they swapped it out anyhow. I asked why he bothered since he could see the replacement was warped right out of the box. (Obviously a rocket scientist.) He said I could come pick up the 'Hoe and bring it back another day; he will "check others in the lot" to see if they look like mine and "possibly swap it out with one of those."

I advised him that I would NOT be picking up the vehicle until it was fixed as promised. There is no reason to go get it and then turn around and take it back ANOTHER DAY to swap out the part from one of the 10,000 new units still sitting on his lot. Why do dealership service departments have to be so damned AGGRAVATING???? Now it's Friday at 5 p.m., so obviously I won't have my 'Hoe till sometime Monday...maybe. Dang.

Do you SUPPOSE he could have proactively checked other Tahoes on his lot and gone ahead with the swap to make a customer happy?? I have only spent close to $100k at that dealership in the last couple of years. Frack.

Suppose he has other customers than you? Suppose he had a busy day, suppose he's got other headaches to deal with? The reason it's such a headache is because we HAVE to follow tight procedures with GM warranty claims. You complained that the center console door doesn't fit right, so we have to order a new one, and send back the old one for GM, so they can verify that it's faulty and then they can reimburse the dealer for the work. If these procedures aren't met, then GM bills the dealer for the repair.

[RightTurn]

Originally Posted by I~LUV~Caddys8792

Suppose he has other customers than you? Suppose he had a busy day, suppose he's got other headaches to deal with? The reason it's such a headache is because we HAVE to follow tight procedures with GM warranty claims. You complained that the center console door doesn't fit right, so we have to order a new one, and send back the old one for GM, so they can verify that it's faulty and then they can reimburse the dealer for the work. If these procedures aren't met, then GM bills the dealer for the repair.

I "complained" that the door doesn't fit right because IT DOESN'T FIT RIGHT and the replacement was part of the "hand shake" when I took delivery of the vehicle. At that time, the salesman, service writer, and service manager ALL AGREED that the door should be replaced and ordered the replacement. I should have refused delivery until it was as I expect a brand-new $53k vehicle to be. If I had walked on the sale you can bet they would have whisked that Tahoe to the service bay and swapped that door out with another vehicle within an hour because let's face it, Tahoe's aren't selling like hotcakes this summer. And FWIW, I'm not interested in what goes on between the dealer and GM. For my money, I just want service...after all, it is the "Service Department."

I'm sure he had other customers, but HE called ME to schedule the warranty work. I had an appointment and I expected my vehicle to be repaired in that time because I have to make arrangements to drop the vehicle off before work and it's a PITA. Since the vehicle is "only a Chevy", there is no loaner and I can either ride the Van of the Great Unwashed or have my hubby pick me up and drop me at work. It might surprise you to hear that customers also have "busy days or other headaches" and that it is an inconvenience to be without a vehicle for several days. If the service department had such a busy day, then why waste the time INSTALLING ANOTHER FAULTY, WARPED door?? He told me the replacement was also warped right out of the box, but they installed it anyway. What the hell???

[I~LUV~Caddys8792]

See this is why I don't like talking about this stuff on CF...it's like I'm at work...I get enough of that shit in those 10 hours I'm there everyday..I come here to get a break from the daily grind and hang out with people I like...

Anyways, sorry Artie.

[RightTurn]

The fact is, Chad...that people are just people. In almost every situation you will find asshats, goobers, idiots, and genuinely kind, considerate folks. Unfortunately you chose a career that puts you in the big middle of many upset clients, disappointed that their BigBucksMobile isn't performing to their expectations. Nothing stirs people up quite as much as feeling ripped off.

You are the 'face of the dealership' to service clients and whatever they are paying you...it isn't enough. I don't envy you. (When I was about your age I worked as a clerk for the electric company...heaven help me; I survived. ) Service jobs SUCK.

[dkozloski]

Originally Posted by RightTurn

The fact is, Chad...that people are just people. In almost every situation you will find asshats, goobers, idiots, and genuinely kind, considerate folks. Unfortunately you chose a career that puts you in the big middle of many upset clients, disappointed that their BigBucksMobile isn't performing to their expectations. Nothing stirs people up quite as much as feeling ripped off.

You are the 'face of the dealership' to service clients and whatever they are paying you...it isn't enough. I don't envy you. (When I was about your age I worked as a clerk for the electric company...heaven help me; I survived. ) Service jobs SUCK.

One of the reasons I gave up a career managing an aircraft engine overhaul shop and got a job where I didn't have to deal with the public. I traded a little money for piece of mind.

[ewill3rd]

RT, they never should have installed the part if it was bad out of the box.
They can put it back in the box, parts can submit a claim on a damaged part and they can reorder it, let you know that the car is ready to pick up and apologize that GM sent them a piece of junk.
The rub here is the tech won't get paid, so the tech puts the part on the car, gets paid for the job, then reorders another one so he effectively gets paid twice to do the job once.

I'd agree there could be a lot going on in the shop and there are a lot of factors that come into play getting a job to a tech. A sharp tech, advisor, or salesman (whoever ordered the part) could tell the parts department to notify them when the part came in so they could inspect it BEFORE you bring the car in for service. (I usually do that if possible to avoid wasted trips)

Face it, you just need to move to DC

[gdwriter]

I wouldn't last an hour in Chad's job.

[I~LUV~Caddys8792]

Originally Posted by gdwriter

I wouldn't last an hour in Chad's job.

The hardest part of my job, aside from dealing with assholes, dumbasses, swindlers and the ignorant, is resisting blowing up on those customers. You say to yourself "boy if I ever saw that person in another place, I'd kick their ass!" but you can't because, in the end, it would come back at you and your workplace.

Originally Posted by ewill3rd

RT, they never should have installed the part if it was bad out of the box.
They can put it back in the box, parts can submit a claim on a damaged part and they can reorder it, let you know that the car is ready to pick up and apologize that GM sent them a piece of junk.
The rub here is the tech won't get paid, so the tech puts the part on the car, gets paid for the job, then reorders another one so he effectively gets paid twice to do the job once.

Yeah, it all depends on the technician. Some don't mind doing a job 2x and only getting paid once on it, and there are the technicians to whom every second counts, and if the product from GM isn't good, it's not their problem because they didn't personally make it and so they're not personally accountable for the quality of the product, just the quality of assembly. And they'd be more than happy to install the product a second time, just so they can get paid on it again. For some of the guys, it's not quality, but quantity, but you'll find that anywhere, but it sucks when you have to comeback to get it fixed....I hate comebacks.....

Originally Posted by RightTurn

The fact is, Chad...that people are just people. In almost every situation you will find asshats, goobers, idiots, and genuinely kind, considerate folks. Unfortunately you chose a career that puts you in the big middle of many upset clients, disappointed that their BigBucksMobile isn't performing to their expectations. Nothing stirs people up quite as much as feeling ripped off.

You are the 'face of the dealership' to service clients and whatever they are paying you...it isn't enough. I don't envy you. (When I was about your age I worked as a clerk for the electric company...heaven help me; I survived. ) Service jobs SUCK.

Yeah, I agree. I'm not getting paid enough.

[RightTurn]

Originally Posted by ewill3rd

Face it, you just need to move to DC

Bill, you are truly one in a million. I have such respect for your work ethic and your willingness to help people.

Originally Posted by gdwriter

I wouldn't last an hour in Chad's job.

DITTO!!!!

Originally Posted by I~LUV~Caddys8792

Yeah, I agree. I'm not getting paid enough.

So say we all.

[I~LUV~Caddys8792]

I have access to any customer's address and a RWD vehicle. (lawnjobs for all!)

[ewill3rd]

Yeah, it all depends on the technician. Some don't mind doing a job 2x and only getting paid once on it, and there are the technicians to whom every second counts, and if the product from GM isn't good, it's not their problem because they didn't personally make it and so they're not personally accountable for the quality of the product, just the quality of assembly. And they'd be more than happy to install the product a second time, just so they can get paid on it again. For some of the guys, it's not quality, but quantity, but you'll find that anywhere, but it sucks when you have to comeback to get it fixed....I hate comebacks.....

That is all true, but over the years I have learned what happens when you work with that mentality.
The preceeding comments are a perfect indication. When techs worry more about their own wallets more than they do about their customers coming back this is what happens.
I have known many techs over the years that want to soak each customer for all they can get every time they come to the dealership, but then can't seem to figure out why people quit coming back. I find it much more rewarding to go the extra mile, take a hit here and there to make sure my customers are happy and that they know where they can go for someone they can rely on to do the job right.
To be fair, this industry does not really reward people that think like that, at least not in a monetary fashion. My rewards are mostly mental, but my bills are paid and I have some money left over to play, that's all I really can ask for.

Thanks for the kind words.... as always RT.
Oh, and customers do have a tendency to be a-holes, but I have found that not many customers, even angry ones, stay mad for long if you assure them you are doing all you can and communicate with them (generally speaking).
Most respond better to the truth than they do a shovel full of what a bull left behind. Sadly a lot of service advisors (present company... and Linsay employees excepted ) give more of the latter than they do of the former.
I wish I could spend time talking with all my customers but I do have to get SOME work done.