Much dealership bashing? Customers always right?

[odie]

Trying to point a problem with your vehicle to many technicians is like telling your doctor what your ail is . They get a bit testy . One time I pointed out a lump on a organ to a doctor and he said there is nothing that he could feel . So , I said he was wrong and would like sonar imaging , which made him angry , but he still set up an appointment . Come to find out I did /do have a growth , but it's not serious . We've also are having / had a heck of time with our 2 YARIS that have / had an oil leak from the head cylinder gasket . Still trying to get TOYOTA to send a field rep out for a look at it and a few other YARIS with oil leaks in our area .

 

[d00df00d]

Originally Posted By: WANG
I like Punisher's angle on the dealership/customer dynamic.

Me too. Good post.

 

[PW01]

Even though I've had some awful experiences with dealerships (both Ford and Honda), I can surely see the point of this thread. I work with too many people who NEVER do anything but change oil, drive around for a month with a CEL, claim that their uncle told them that a particular service was unnecessary, etc. Then you hear them screaming what a POS their (insert brand here) car is, I can only imagine what they must act like when they go to the dealer for a repair! Just like any story, there are 2 sides to it.

 

[javacontour]

I can see both sides. Having both provided customer service, and working with customers with clearly unreasonable expectations and having gotten some pretty [censored] service, there are times when the customer is right, and times when the dealership should fire the customer.

I fired a customer about a month ago. After being on-site all day, in an ice/snow storm, I was headed home. They wanted me to do their work because they didn't have a competent person on-site. I said no.

The guy insisted and I tried to explain and he kept interrupting. So I told him if he interrupted again I'd hang up.

I hung up, called my boss and told him to expect a call.

Sometimes the shop needs to be fired. Sometimes the customer needs to be fired.

 

[MCompact]

Originally Posted By: WANG
One of the things that I have noticed is that all of the "service advisers" that one interacts with (at least in my town) are administrative types with dubious technical knowledge.


That's why my BMW SA is a gem. He takes his Bimmer to the same HPDEs that I do, and rides a Triumph to boot. But most importantly, he knows BMWs and has never attempted to push unneeded service or repairs.

 

[eljefino]

Originally Posted By: PW01
Even though I've had some awful experiences with dealerships (both Ford and Honda), I can surely see the point of this thread. I work with too many people who NEVER do anything but change oil, drive around for a month with a CEL, claim that their uncle told them that a particular service was unnecessary, etc. Then you hear them screaming what a POS their (insert brand here) car is, I can only imagine what they must act like when they go to the dealer for a repair! Just like any story, there are 2 sides to it.


The best examples of these critters say "I took my car into Ford" (eg not the franchisee getting the blame) and post their horrible experience on ripoffreport.com etc. Who reads ripoffreport, or checks the BBB, before they go do something? It's in one's ego to believe they won't be ripped off...

 

[silverrat]

Originally Posted By: MCompact
Originally Posted By: WANG
One of the things that I have noticed is that all of the "service advisers" that one interacts with (at least in my town) are administrative types with dubious technical knowledge.


That's why my BMW SA is a gem. He takes his Bimmer to the same HPDEs that I do, and rides a Triumph to boot. But most importantly, he knows BMWs and has never attempted to push unneeded service or repairs.


Not everyone can be best friends with their dealer service advisor.

 

[JDD]

What type of dealership business are we talking about? I have found that in general, the service and parts departments are decent, honest people. The service dept's at some large new car dealerships often have high pressure manager-types that push maxing out whatever they can on a vehicle. We all know it happens. This is where people have their issues. I refuse to let my wife take the car in to the dealer anymore ever since she got pressured to have them do injector flush, engine flush, replace the bent tie rod (wasn't bent), fuel system additive---to the tune of several hundred dollars (didn't go for it, but it bothered her). These types are the turds of the industry. That being said, it's the sales tactics that are what give people the most grief. It's an exercise is obfuscation, prevarication, and manipulation.
I know that the argument goes both ways---some people are just whining, complaining jerks. But what came first---dealership tactics or whiny, unrealistic customers?
I rarely do business with dealers anymore. Only when I buy a new car and only warranty work. I always buy used cars from individuals and only use independent mechanics that I know and trust. I just get that 'slimed on' feeling whenever I leave a dealership.

 

[bigmike]

Originally Posted By: silverrat
Originally Posted By: MCompact
Originally Posted By: WANG
One of the things that I have noticed is that all of the "service advisers" that one interacts with (at least in my town) are administrative types with dubious technical knowledge.


That's why my BMW SA is a gem. He takes his Bimmer to the same HPDEs that I do, and rides a Triumph to boot. But most importantly, he knows BMWs and has never attempted to push unneeded service or repairs.


Not everyone can be best friends with their dealer service advisor.


But it's a good practice to do so if possible!

My SA restores and builds custom vehicles, so he's not like alot of the other talking heads. I know my SA has done some dubious things just so I can get my vehicle repaired. I won't even talk to any other SA, if I can help it.

 

[CROWNVIC4LIFE]

Originally Posted By: silverrat


Not everyone can be best friends with their dealer service advisor.


If I was a violent person I would be in jail right now and the service advisor would not be standing behind the counter due to a incident at Pompano Lincoln Mercury...I can not stand people who try to rip people off every single time they walk in the door.

I remember years ago when I almost looked foward on going to the dealership...I used to get awesome service [with no upselling],awesome food plus all work was done perfectly...Those days are long gone!!!.Now it is all Stearlerships

 

[MCompact]

Originally Posted By: bigmike
Originally Posted By: silverrat
Originally Posted By: MCompact
Originally Posted By: WANG
One of the things that I have noticed is that all of the "service advisers" that one interacts with (at least in my town) are administrative types with dubious technical knowledge.


That's why my BMW SA is a gem. He takes his Bimmer to the same HPDEs that I do, and rides a Triumph to boot. But most importantly, he knows BMWs and has never attempted to push unneeded service or repairs.


Not everyone can be best friends with their dealer service advisor.


But it's a good practice to do so if possible!

My SA restores and builds custom vehicles, so he's not like alot of the other talking heads. I know my SA has done some dubious things just so I can get my vehicle repaired. I won't even talk to any other SA, if I can help it.


I'll just point out that my Mazda SA was excellent as well. He was knowledgeable, professional, and only recommended the appropriate service that my car needed.

 

[chet2]

i get a kick out of people who are demanding, self serving know it alls...i am not a big fan of some dealerships or nasty customers either...i try to be pleasant w/ mechanics cuz i know they could really make my life more miserable than i could theirs

 

[Vizzy]

No customers are not always right....but from personal experience working in the business in the shop (as a detailer) I have repeatedly seen Service Writers and SMs ripping off naive customers again and again...I usually never saw the same amount of customers being shady and difficult.

I actually had a SM I worked for at a Honda store RIP ME OFF while I was doing personal work on cars for him....Of course I immediately went to the GM and at least got what I earned...BUT NO APPOLOGY from the SM or the GM!!!!!!! I received the deserved money in cash in an envelope FROM the cashier...!!!!!!!!OUTRAGEOUS!!!!! After I let the cat out of the bag with a couple of other employees I found that this fat, obnoxious, [censored] service manager had ripped off another detailer there as well. But this guy never got paid because he didn't go to the top.



From 25 years in the business....unfortunately MOST dealerships..are STEALERSHIPS.....ethics are not a stong point..usually anything but.

 

[d00df00d]

I'm pretty sure the expression "the customer is always right" only means "treat them AS IF they are always right." It doesn't mean you actually assume they are always right...

 

[CROWNVIC4LIFE]

Originally Posted By: Vizzy


From 25 years in the business....unfortunately MOST dealerships..are STEALERSHIPS.....ethics are not a stong point..usually anything but.


In Broward and Miami Dade County they are all STEARLERSHIPS!