I can get over the high price of service and can even understand somebody messing up a job (as long as they try to get it right) but the one thing there is no excuse for is lying.
I was at my local dealer a few weeks back, at the parts counter (ordering a gasket for my headers, the paper one Pacesetter gives is crap) and not ten feet away from me the service mgr. is giving this poor guy with an '03 Hemi 4x4 a lecture on how he must be abusing the hell out of his truck for the LSD to go like that, and take the gears out with it. How there was no way he was going to be able to push this through as warranty (even though he was still inside his 7/70) and he's never seen or heard of an LSD fail like this in a Dodge Truck.
Could not, of course, keep my mouth shut. I don't think they like me anymore there...
That sh_t REALLY pisses me off. They know damn well it's a big issue, and with all the rear ends failing in these LSD equipped trucks, A CHRYSLER SERVICE DEPT. MGR. MUST BE AWARE OF IT.

As far as parts sales go, yea, I think prices are way out of line, but also, having someone behind the counter who has a little tech. knowledge would be nice. The counter is always backed up because they have just one guy there, and he has to read page after page because somone asked him "do I have to get the *** to change out with the ^^^ or can I get by without the ***?" and it seems like he then has to pull out 6 books and look for 5 minutes on the computer to give the poor sob an answer.

 

My current Dodge dealershiphas apretty good service department I must say. They call and ask if everything is ok with the Truck about every2 months. That worked out very well when the AC blend doors crapped out. It’s a bout 50 miles away but that is not their fault.

I haven’t had any dealings with the new Parts department yet.

However once at a prior (different) dealership I went into the Parts Department and they pretty much ignored me. They treated me like I was an inconvenience to them because they were ALL eating lunch. When I tried to ask them a question they would start talking to each other instead of answering me. At first I was a little PO’d but then I just laughed as I walked away and never went back. Good luck with those Parts Guys HammerZ71, and yes they could see me the parts counter wasn’t that tall. LoL

That’s why my new dealership is 50 miles away.

 

The main problems are
1. not having the problem you brought it in for taken care of and
2. getting a list of items that they say needs doing now, when you know that at least some of it is BS, and
3. ridiculous pricing.

 

well....i cant really say too much since i'm a former dealership tech and a current Chrysler employee...however, when i was working at the dealership, several customers had asked me if it was possible for me to look up a part for them because the guys behind the parts desk weren't very helpful and like the others had said, they tried to pressure them into bringing their vehicle in....now i cant really disagree with that alot cause yeah we wanted all the work we could get, but if someone is getting a part from the parts counter dont you think they can do it their self.....it's also be nice if they started stocking more parts...had the U-joints in my truck replaced under warranty (dont ask why) and it took em 3 days to get some damn u-joints....had i know it was gonna take that long, i woulda gotten the u-joints from work and taken em there lol....

basically just more common sense and be more personal....try and act like you really care about what the person wants and dont pressure them into bringing their vehicle into the shop when there's no need to.....it'd also be nice if the service advisors would call their customers every couple of months as make sure everything is doing ok with their vehicle....to some this make seem like a hassle and irritating, but I think it would give the customer peace of mind in knowning that the dealership is calling to make sure everything is going good with their vehicle (case could also be made that their just calling to try and sucker you into bringing your vehicle into the shop as well)....i'm done ranting now lol...gotta go work on the truck

 

I'll agree with other.... the Rush Rush to get in and give them your Car/Truck.....Kinda dumb.....But also... if you call with a certain problem in mind.... Say.... I'm havings problems gettin my air filter out...Ask them what the best way.... Ohhhh... welll.... I'm not familar with that vehicle.... You'll have to bring it in and have one of your tech look at it..... I think that's a bunch of crap......I know... It was somtin silly.... But it's true.... Everytime i call about my car or a buddies... it's always the same thing... I don't know..... But make an appointment and we'll see what's wrong with it..... I think Service Advisors should have been techs prior to sittin behind a desk.... Sorry if I dragged that out a bit...But you asked... ANd the parts guys.....Well... the only things i asked them for was a bottle of touch up paint and a oil drain plug....But both times ... Was'nt bad.... Friendly adn got the right parts... other then that? too expensive....

 

1. Service Managers who last week were salesman. I understand that the store is a business and they are there to increase profit, but if you havean issue with a vehicle you want to be able to tell somebody who understands what your saying. There is too much disconnect between the customer and the tech. We have one at a dealer here who handles that lack of knowledgeperfectly, he just stops you and goes and gets a tech. You explain it to the tech, he understands and tells the service manager exactlyhow towrite it up. No confusion on anyones part.

2.Parts? Simple fix, cost. If Mopar parts were sold at the same cost as AA or Autozone, etc., we'd all buy them there. I buy them now at AA because they are cheapest. Parts counter guys at the dealer are no worse then any parts guys. Sure you got your occasional parts-gurus at a local NAPA but mostly you walk into an Autozone and get parts from the pimply faced ricer guy that doesn't know the difference between an LSD and LSD. (One makes you see pretty stars and the other, dollar signs)

 

I just thought I would throw this in there for a laugh. Back when I was in school my automotive teacher told us a story about him and his service manager. The service manager was a total idiot and couldn't write things up very well so, one day when he got a serivce ticket that said "engine missing" he wrote on the ticket "After brief search engine was found under the hood".


I as a service tech can understand the grief with service managers. They never seem to ask the right questions. Example: Klunk noise in car.

When does it klunk stopping, slow speeds, turning, left, right, over bumps.

All I ask is that a service manager ask the right questions.

 

1. Up selling by the service advisors.

2. Up selling by clueless service advisors who confuse the 1500 Ram servicing guide with the 2500 Ram.

3. Service adviosers who argue that items I'm paying to be completed dont need servicing ( change fluid in transfer case, 6sp manaul ) ( my truck is a work truck )

4. The parts guy who want's the vin nunmber for touch up paint ( patriot blue )

5. Charging for 7 lt of oil when the hemi uses 6.6

6. Cannot dupilcate warenty claim, 3 km later niose is back ( front suspension ) after tech went on a joy ride for 20 KM.

7. No hot coffiee.

8. the kid who turns my truck into a hot rod when leaving the service entrance.\

9. Seat and Radio postions are returned to me buy a Rap hip hop listing midget.

10. No thank you, or have a nice day, no comments on how nice my truck is, or looking forward to seing you again.

Honestly, Ford has the worest servicing and dealer net work going, Chrysler is not proving to be any better, like the word implies...WAR enty...

 

Well, from reading some of your posts. I would suggest you guys come down to my dealership (Clarksville, MD) don't mind the distance. Keep in mind you will be getting good service..

 

I would like to thank everyone for posting. I am amazed at all crap that dealers put customers through.The info shared here will taken to a business center meeting. I think corporate officersand other managers are going to be in for an eye-opening experience. Some of the horror stories that have been posted are testiment to why the word stealership was invented.
When a vehicle is sold at my dealership, the salesman are required to introduce me to the buyer. I have a saying when I meet a customer that everyone appreciates. It is "I am brutally honest, I may not always make you happy, but I will always tell you the truth, I had rather you leave mad at me knowing that I am honest than leave happy and later find out that I am a liar". I have found that if you tell the truth, even if its unwanted news, people respect it. I don't see how service departments stay in business when their main goal is to provide poor customer service. The sad part is, most of these managers/advisors/parts guys don't know that they are losing customers because of their attitude and their desire to make as much money as they possibly can, no matter who they hurt or if they ever see that customer again. I believe that if a customer knows that you are honest, they are willing to pay alittle more for good service and fair treatment and will return to do business again.
Thanks again for the insight. Please feel free to call or email me if you ever need help.