Now there is a statement that makes me mad!

What do you want the "stearlership" to do? I am sure they will make every effort possible to correct the problem - but when you say things like, that its as if you expect them to just give him a new car. There is only so much a dealership can do - basically we are just middlemen to the factories.

I have a customer that we have put over $4,000 of warranty repairs into making his new pickup the way it should be. And we just can't get it figured out - even with help from factory reps. And when this guy was in yesterday he was very smart about handling it. He said he was very upset - not with us - but with Dodge... and I appreciate him knowing the difference.
If I bent over backwards, gave out loaner cars, and spend hours on the phone only to have some one like you refer to me as "the stealership" ... I would be damn upset - and I would make sure you knew it as we pushed your car out the shop door!!!

 

Didn't do it yesterday. I was swamped at work and couldn't get off when I am supposed to. Plus, "my" guy never called me back. I'll call him today.

The thing that really upsets me, besides the car not being right, is the fact that someone didn't do what they said they did. I don't know if its the tech who supposedly worked on the car, or the service writer, but being able to check the warranty work records (VIP something or other), "my" guy said there is no indication that they put it on their alignment machine, or even put it on a hoist to check the front end/suspension. They said they did, but they didn't. Now, do I have a right to be upset with the dealer's service department? I think I do. BUT, I will give them a chance to make it right. I WILL drive another car to see if it's just me, or if there really is a difference between another car and mine. I will be fair with them, I just want them to be fair, AND TRUTHFUL with me. But I'm not going to just go away and say, "Oh, well". I paid good money for this car, and I just want it to be "right". Know what I mean?

dave

 

Dave.

I just want to point out that the VIP screen will only show what has been submitted under warranty. Sometimes on these ghost problems when no actual repair has been done it is nearly impossible to get paid - and therefore the system may not show it.

As I said in the above story about the job we did all the repairs on... if you check VIP screens all it will show is
1. new flywhee
2. new exhaust manifold
3. new bearing in trans.

It doesnt show the diagnostic time, the tests run on the turbo system, the test drives, tests on the injection system, crankshaft seal replacement, etc. All the VIP shows is the PRIMARY part and labor op for each warranty claim. We have (on many occasions) had a complaint and run the vehicle in do a quick inspection, and until the actual problem is found, we can't file a claim to get paid for it and put it in the system.


And I didn't mean to slam you by any means... I am upset over Mango's statement about it being the dealerships fault right away.

 

It's OK. I know you weren't slammin' me. Mango probably has issues with some dealerships, as many people do, and that's just his was of expressing himself. I wouldn't take it personally. By the time I'm done with my dealer, who knows how I might feel. We've all had bad experiences - and not just with car dealerships. It's just like anything - there are some good, and some not-so-good - maybe even bad. I have a friend who, when talking about going to the hospital, calls it the "horsepital".

The thing that upsets me most is that they said they checked the alignment and it was within spec. I took the car to where my son works, and their alignment machine showed both front wheels toed in. The spec, according to their machine (Hunter alignment machine) said it should be zero. They set the toe-in and she tracks much better now. Why would they tell me that it was within spec on the alignment, when it clearly wasn't? That's why I am questioning just what they did and did not, do. There is a shaking in the steering wheel when the front tires hit some, not all, bumps. It feels like the wheels are wobbling back and forth real quickly. It may be in the steering column, I don't know, but, as I said, the plan is to take another car out and see if it will duplicate the symptoms, or not. Then we will go from there.

Where are you located? Too bad I can't get you to take a look at it for me.

dave

 

Dodgedlr, that wasn't directed at you, I didn’t mean for anyone to take it personally.

You seem to be way off base here. I do not expect them to Lemmon the car due to an alignment. I would hope the dealership would acknowledge something went wrong and review and tighten up their service procedures so other customers don’t spend their personal time chasing these types of problems.

If the dealership checked what they said they did then yes there is a problem with the dealerships service not w/Dodge.

Dave, thanks for the "hospital => horsepital" analogy... that to put things back into perspective.

 

Dodgedlr,

I completely understand your post and you sound like the exact kind of dealer we all wish we had. Some of us probably do in fact. However I am quite sure many people here have had terrible experiences.

But, you tout yourself as "The last honest car dealer. " so why feel the need to defend the rest if you're the last?

 

Once you need a professional, you expect it to be all dealt professionally and that all will be sorted (that's why we use professionals) and I mean being reasonable But then if you as a complete amateur will find out that the professional work has not been done professionally or even that they are pulling your leg you have every reason to start flaming around and stepping on some necks.

Before you flame me! I'm aware that most of a time when we really need a professional it is 'cos the problem is not simple to fix it, find it, plaster it, blue tack it, hammer it, screw it, buried it, send it to the moon etc

So do not give up Dave.

Only my 2p to this

Robert

 

Thanks, Robert. I think everyone who reads this will understand and know where you (and I) are coming from. Hopefully, I'll be able to meet with them soon and figure things out. Again, MAYBE it's just me, but I don't think so.

dave

 

Dodgedlr,

I tend to sit out here, quietly until I've given enough time for everyone to have a say before weighing in. So my sleeves and cuffs are rolled up and here I go.

First off, you are not the middleman between the manufacture and the customer. If a customer has purchased the vehicle at your facility, then that is your customer, your responsibility. The vehicle was documented, funds transfered and your facility has made its profit. Someone, prolly some smart comptroller, has taking into account the overhead including sales salaried, clerical, service and storage, and owners cost such as loans of draws. As a paying customer and supporter of the facility that operates the service department, the customer is neither an inconvenience nor someone to be condescended or lied to. (Which is much too often the case)

When I purchased my Daytona last year, I spoke directly to the owner. I explained that I had some horror stories of service carelessness and callousness, and that I was looking for a *facility* on whom I could depend to give me straight answers and quality service when I needed it. (This included the hours of phone time, test.. etc etc that you have named soo well) I didn't purchase my unit until I had his handshake and word that if necessary he would see that our agreement was met.

The point is expectations. We expect those that take our funds, provide us product & service and to whom we expect professionalism to be just that. Upfront, capable, honost and most of all, on our side.. No BS

Final point is.... you know as well as I, that the stratagy for any additional services and support from the Stealership.. is based not on the relationship with the customer, the responsibility the facility has accepted by closing a purchase agreement, but instead on what fund can be recovered vrs the cost of providing the service to the customer. If every customer was paying cash money for every item and hour of service you provide, there wouldn't ever be a case of "Ohh we didn't find anything. Take it home and see if it goes away." You'd find it.. fix it.. using the best parts and procedures and hand the customer the bill. Warrantee work is abit different isn't it? And that is the customers fault how???

If it takes additional hours of thought, labor, materials, even loan vehicles for the benifit of your customer. Its the bottom line that get considered first. As a dealer you know what specific goals and performance expectations are given to the service managers and shop managers. You know as well as any of us that there is a very specific profit and loss consideration in every case.

If the manufacture has made a mistake.. used flawed parts, or failed their responsibility for Quality Assurance then thats the dealers problem. The dealership is paid and paid well to peddle the products made by the manufacture. Your invoiced for the cost of the unit, and you make payment to the manufacture. See how this works.. You buy from them.. you are they're customer.. I buy from you.. I am YOUR customer.

I take your indignation with a very large grain of salt.. I believe it is likely that you are a man of integrity and defference for the relationship with your customers.. But please don't try and make this about how abused and inconvenienced the service department can be on these issues.

Thats your job.. so is customer satisfaction... You've already been paid.

Thats my 2p worth