Generalized Rant

[timswi]

Given the state of the economy, you would think that all businesses would be bending over backwards to keep cusomers happy so that they come back.

I bought my wife a Hummer H3, slightly used but not cheap, for her 40th birthday. A week later the TPM service light came on..No big deal. Took it back twice to the dealer. once they said it was fixed..All they did was clear the codes. Got 5 miles from the dealer and it came back on.

Went back the next day. The "tech" cleared the codes and said that the tire pressures were low causing the problem. I called the dealer and told them that I am a recovering machanic and sevice manager and that the "tech'" flat out lied on the RO. Low pressures will set off the warning light, but not the service warning. Second trip ended up the same as the first.

Came home and reset the system myself..lasted 3 days instead of 5 miles. Went back, and they finally found a fault..how about that?

While I was there, I told them to replace the key fob as the part that connects to the key chain was broken on mine..$113.00...Rip-off, but whatever.

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, now I'm $113.00 lighter and no better off...

Can someone explain this garbage that is becomming common in our society?

If I did my job the way that is becomming common I would have been fired years ago.

This is but one example of the lack of concern of many customer service people over the last few years...

I'm not going to get into the issues with my RTV500 that had to be figured out with various TBN members since Kubota couldn't care less.

When you spend a ton of money, is it too much to ask to get you money's worth?


Generalized rant..But gotta vent somewhere.

 

[whistlepig]

I would have to agree that the service we took for granted in this country a few years ago is hard to find these days. I think we are a society of convenience these days. We don't want to take the few extra minutes to drive to the "good dealer" or to the "good store" a few miles further away. Instead we will save a few minutes of driving time by going to the place most convenient. Then we go back to this same place several times to fix a single problem. When I find a "good dealer" or "good store" I stay with them. No matter how long it takes me to get there within reason. At at the end of a year this long drive will have saved me time. Because I only have to have things fixed once.

 

[timswi]

I would have to agree that the service we took for granted in this country a few years ago is hard to find these days. I think we are a society of convenience these days. We don't want to take the few extra minutes to drive to the "good dealer" or to the "good store" a few miles further away. Instead we will save a few minutes of driving time by going to the place most convenient. Then we go back to this same place several times to fix a single problem. When I find a "good dealer" or "good store" I stay with them. No matter how long it takes me to get there within reason. At at the end of a year this long drive will have saved me time. Because I only have to have things fixed once.

Agreed...However I'm stuck with the only Hummer dealer within 75 miles of me...And these people are 25 miles away..Hardly convenient...Just the way it is I guess.

 

[JB4310]

I think you are overreacting, I got a few mil warnings on my new Dodge, with Brand new at the time 6.7 Cummins, with a brand new to Dodge Aisin Tranny.

The so called techs really don't know themselves sometimes, took me half a dozen visits to figure things out. sometimes the codes clear or overlap.

I don't think they are intending to give poor service, they're more like little lost children, trying to guess where they are. I found you have to be gentle with them, coddle them, don't get angry with them, that stresses them out and makes things worse. eventually they'll get it.

Of course there's exceptions, very qualified techs, but with the poor economy many of them are jumping sinking ships from one dealer to another. Their replacements may not be as experienced.

It's bad, but not intentional

JB.

 

[whistlepig]

Agreed...However I'm stuck with the only Hummer dealer within 75 miles of me...And these people are 25 miles away..Hardly convenient...Just the way it is I guess.

I did not mean to criticize your particular situation. I think this is a very important post. I guess I had a rant of my own. If we starve the "bad stores" and "bad dealers" they will go away. Nothing else will work.

 

[whistlepig]

I think you are overreacting, I got a few mil warnings on my new Dodge, with Brand new at the time 6.7 Cummins, with a brand new to Dodge Aisin Tranny.

The so called techs really don't know themselves sometimes, took me half a dozen visits to figure things out. sometimes the codes clear or overlap.

I don't think they are intending to give poor service, they're more like little lost children, trying to guess where they are. I found you have to be gentle with them, coddle them, don't get angry with them, that stresses them out and makes things worse. eventually they'll get it.

Of course there's exceptions, very qualified techs, but with the poor economy many of them are jumping sinking ships from one dealer to another. Their replacements may not be as experienced.

It's bad, but not intentional

JB.

I would agree if they coddled me on the price. They charge full price for a professional service. What the heck? Do you think the techs are having a harder time than any of the rest of us?

 

[timswi]

JB,

I agree with you when it comes to strange stuff...And believe me I've had my share.

Given that the tech never really looked for the problem and blamed me on the RO (not always endearing to the customer)..I have to assume I was blown off.

For the record: One tire had 38lb one had 30lb and 2 had 32lb after the "tech" worked on it. And he's blaming me?

I was a service advisor and a service manager...if this happened in my shop, I would have made the tech spend all day on it if needed. That's just the way I do things. I wasn't popular with the mechanics in my time in the dealer, but our manufacturer surveys were always top notch. Customers always came back and trusted me without question. In fact, when I was on the desk (prior to being named manager) I made more money working part time during college than the full time guy did...Why?..I was honest, understood the product and demanded that the customer always be taken care of. I would drive cars home at night to make sure that the complaint was taken care of.....Wow could I tell you some stories.

Not that hard if you are doing you job...Actually it's easier to do it right the first time than have to clean up a mess later.

You know how it goes..Do unto others...

 

[whistlepig]

JB,

I agree with you when it comes to strange stuff...And believe me I've had my share.

Given that the tech never really looked for the problem and blamed me on the RO (not always endearing to the customer)..I have to assume I was blown off.

I was a service advisor and a service manager...if this happened in my shop, I would have made the tech spend all day on it if needed. That's just the way I do things. I wasn't popular with the mechanics in my time in the dealer, but our manufacturer surveys were always top notch. Customers always came back and trusted me without question. In fact, when I was on the desk (prior to being named manager) I made more money working part time during college than the full time guy did...Why?..I was honest, understood the product and demanded that the customer always be taken care of. I would drive cars home at night to make sure that the complaint was taken care of.....Wow could I tell you some stories.

Not that hard if you are doing you job...Actually it's easier to do it right the first time than have to clean up a mess later.

You know how it goes..Do unto others...

Well spoken. I would have been a lifetime customer at your place. I would have driven the few extra miles. The disappointment in a dealer is there if you are willing accept it. They are not there just because you have moved right around the corner. You have to find them.

 

[timswi]

Well spoken. I would have been a lifetime customer at your place. I would have driven the few extra miles. The disappointment in a dealer is there if you are willing accept it. They are not there just because you have moved right around the corner. You have to find them.

Thanks Whistle...I tried, probably more than I should have. I now wonder whether staying in that business might have been a good thing..Who knows?

Sad but this is so common anymore, I have no idea how some of these clowns stay in business..One hit wonders I guess...

It's to the point of being accepted and it shouldn't be.

I am shocked by actual service.. ie. Crutchfield and Summit Racing, they are the exceptions to the norm and they shouldn't be..

 

[dave1949]

I don't know where this type of problem fits in the spectrum of difficulty, I would guess not very difficult unless something weird is going on. Anyways, maybe with the economy and car sales down as they are, techs aren't getting the level of training they would normally have, plus jumping ships as mentioned.

Some of the repair issues must come down to either you know how it works and how to fix it, or you don't. You can't tell by staring at it. That takes product specific training.

I agree, the tech shouldn't try to blow you off. For some people saying 'I will have to research that and find the solution' is a non-starter eventhough it's an honest answer.

From the customer's viewpoint, we don't like to hear anything except 'It's all fixed'. I am sure with your experience, you have been bullied by customers when offering honest answers. Well, then the pain avoidance kicks in.
Dave.

 

[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.