we had a conference up here at CTC today and the main focus of that conference was Customer Service, how can we (the manufacturer) make the customer happier and raise the CSI and owner loyalty. I made a point to repeat some of these issues everyone had mentioned as well as some of my own that I had thought of. With this sale, they are really commited to getting Chrysler back on track and wanting to be known as a customer friendly corporation, which means putting the Customers ahead of the company. Hopefully something good will come from it.

 

1. No lube what so ever, they just put it in dry.
2. Mark up
3. Keep KY in stock
4. Get a little bit more realistic, 200% isn't a profit margin, it's highway robbery.

I was joking with the service questions, because aside from parts prices, things are usually pretty reasonable at the service desk, aside from unnecessary work, such as wanting to pull the engine when the necessary repair is well accessible without a powertrain drop.

 

Ill say this. . . I really hate going to the dealership for getting things done for 1 reason and 1 reason only. I don't trust them. I called once into Dodge, saying I needed to get my truck looked at because there was fluid dripping underneath my truck. (Power steering) One guy on the phone was absolutely helpful. Cool - outgoing and just seemingly "cares" for my truck. He tells me when I come in - "ask for Bob". (not his real name) So I talked to him on the phone for about a good 15minutes. My truck was well under warranty and he told me there was a no questions ask or hassle about that.
I come in to the service department. I asked for Bob. No one gave a s***. Haha So I didn't really care, I just wanted my truck finished. Well, guy with a name tag Bob swings by and I say hey, "it's me". Explaining myself. Granted he seemed to make himself look because but HE didn't give a s***. Haha, so whatever. Everyone was running around seemingly busy. So this guy I was with is looking me up, getting me set and everything. I keep asking him- "when I come in and pick up my truck - I don't have to pay anything right?" and the answers they give me are "we're under that impression". No no... I want a yes or no. Because I ain't paying s*** for something I don't have to.

That was one problem I had because I know of people who were told to pay for stuff they shouldn't have to. Cause of the great thing of "WARRANTY". Anyways, that was my issue with Dodge that will always make me hesitant to take it to them. ALSO - If they tell you they're going to get your truck out by today, tomorrow or some day. They need to stop eating sandwiches and drinking coffee in the back and just bank it out so they can make it to the time they said they would. I'm just really weiry of Dodge's service. Part department. . . had a few things I came in, got and had done, but they just seemed to do everything the way they were supposed to. I got my tonneau cover through them and that transaction seemed smooth. The Service dept really makes me uneasy.

 

Just to comment on a couple of things here:

Hammer-I know exactly what your saying about the lying. I had a similar situation and couldn't keep my mouth shut. I was like how are you going to look a customer in the eye, who by the way just purchased an expensive vehicle from you, and lie right to his face.
Parts/service- Keep us posted on how the meeting goes. Also do you work for Chrysler now or still with that dealership? I am from the northeast but I'm down near Dothan AL for now. You're about 6 hours from me. Too bad you werent closer I'd go to your Dept.

 

well I have to say that I have I am in a really good area as well. The people at Barrett dodge really impress me. We recently had a wreck (not our fault) in my wife's Chrysler Town & Country. They have been excellent in the Dealership bodyshop and the service and parts have been great too. However though my brother in law is a tech that has been there for over 10 years so I know that changes things compared to a regular customer. I do agree with most people though I know there are severly bad cases and i look at list prices and those are just rediculous.