Repair Shop Rant

[Maximumbob54]

Roadgunner's post made me think of something. I have heard many times that people go to Quakerstate and then to Penzoil for oil changes to make sure the oil filter color changes. It's a nice trick but how horrible is it that honesty has sunk to the level where you have to resort to such nonsense???

 

[Fishslayer]

Don't get me started, people who ride Harley's are theeee biggest sissies. Thankfully the rubs who would take 20k after refinancing their home and deck out a new bike are gone. Pompous idiots were pretend rich. "Well I just spent 20k on a new Harley, blah blah blah" My answer; "So did everyone else".

Don't forget the plastic chrome axle covers with a dozen little chrome screws that have to be removed & replaced for a tire change. "What do you mean you're gonna charge me an extra half hour?"

One time I stayed well after closing changing a tire for a couple who were traveling. Didn't get paid for it. A tip woulda been nice, but a "Thank you" would really have been sufficient.

Believe it or not Goldwing riders are worse than the RUBs. I'm serious. If they have an oil change done at your shop they think they've signed up for lifetime free service. Unfortunately the shop owner accomodated them and had to close the doors eventually. Only honest shop owner I ever met in the business, really.

Oh. And when I say "I'm not in a big hurry" that means "Don't rush your mechanic or cut any corners to meet a deadline." It doesn't mean "When I call in three days it'll be OK if you tell me you haven't even started it yet."

And as for customers calling for status, probably 75% of the time I have had to call to see if my car was ready. You would think the service manager would WANT me to come down, give him his money & get my car out of his hair.

 

[otis24]

I always try to put myself in the shoes of the customers. And to be fair, we do very well at customer service. Put your self in the shoes of the other customers. You have crops in the field, you need your truck back, you've been waiting patiently. Some yahoo comes in from nowhere and the service department drops everything to get them taken care of first. Would you like it?

To my original point, the customer came in on Monday. He was told that we were booked and could not get to him until Wednesday. We also told him where the next nearest repair facility was located. He chose to wait until Wednesday. Tuesday, he's ranting because we "haven't even gotten to his yet". In addition, he thinks we should replace all four injectors "because if one failed, the others probably will too". Although we represent Ford, we are not Ford. The manufacturer's warranty is just that, the manufacturer's. We paid for the parts on our shelf, not Ford. If we replaced the non-defective parts just because the customer wants us to, guess who eats the cost if Ford doesn't pay? We do!
We were polite to the customer. Our service tech worked until 10:30 to get other jobs completed so we could get to this customer. In addition, other jobs were put on hold. But we were very clear with the customer as to what we could do (replace only the failed injector) and when we could do it (Wednesday). He accepted this and then chose to act like a horse's *** when we did not drop everything and put him first.

Oh, and then once we were able to accomodate him and get him in, we get hit with the "And as long as you got it in, can you service it too?". We did, but it meant pushing someone else back on the schedule. Seem to get a lot of those calls; people who want you to "work them in" and then hand you a laundry list of other repairs "as long as it's in".

 

[otis24]

I've only been in the service side of the business a short while (about four weeks). I can only imagine the stories those who have been in the business for twenty years can tell.

Here's one for you. Man and wife travelling from Chicago to western South Dakota. Check engine light came on, 2000 Chevrolet Impala with 200k miles. They wanted to have the vehicle diagnosed to make sure it was safe to continue travelling. Standard fee to scan the vehicle is $70. Stopped at the Chevrolet dealership who was booked. They were told "you're just another tourist". Our techs stayed late to accomodate them. Scanned the vehicle and found nothing that needed repaired. Guy was thankful and left. Three weeks later he's calling wanting his money back. Says someone at Ford told him that if we checked the vehicle and found nothing, we couldn't charge him. Guy was a real horse's rear end. Wonder if he told Ford that he was driving an eleven year old Chevrolet with 200k miles? Wouldn't have mattered, his story was bogus. Just goes to show you, no how matter how courteous and accomodating you are, there's always someone who wants to take advantage.

 

[hatt]

People complain and make demands because it usually leads to faster, better, and cheaper service. The people who take their vehicle in and nicely tell them to fix it end up being out a car for a week or two and with a new flux capacitor because the old one was about to go out. Many to most repair shops are crooked.

 

[johnsonl]

Wow, y'all are truly making me look forward to retirement.

 

[tacreload]

Otis,I feel your pain.Been working in parts stores for 26 years plus.Been managing them for about 16.That means all the problems come to me.A few rules to live by might help you.
Rule #1 Afghanistan & 9/11 are your fault.
Rule #2 Iraq is your fault.
Rule #3 World economy is your fault.
Rule #4 Overcrowded prisons are your fault.
Rule #5 Violent crime is your fault.
Rule #6 The problem that was 50.00 dollars 6 mos.ago and went unnattended to & is 500.00 now
is your fault.
Rule #7 There ain't nothing you can do about the previous rules & that is why there is beer and caller id.
I know not much help but all the fight has gone from me,just accept it,it ain't gonna get no better.Good luck.P.S my ex wife is in Florida with a voodoo doll that looks just like me.

 

[bwickens]

Could be worse. You could be a truck driver.

 

[GRIZZLYBEAR]

I am the customer who always stops by [not calls] the Service Department and sets an appointment to get work done on my vehicle a week or two in advance & have any required parts ordered in advance so they will be there when the service is to done. I have used your service department for 40 years & have bought many new vehicles from your dealership over that time period.

I am willing to wait for the repairs to be completed on my truck/car but there are some things that have been done to me that TURN me into an Nasty customer who will raise the roof off the dealership:

1). We agreed two/three weeks in advance that my appointment time would be at 8 am, I arrived 15 minutes earlier than appointment time. I expect/demand that the work is done in a timely manner. Start work on my truck at the appointment time not 30 to 45 later. Repair tech will not stop my job to do a quick 5 minutes fix on someone elses vehicle [they can wait their turn].

2). If my vehicle breaks down I willing to wait my turn for the warranty work, no problem. If my repairs require the vehicle be at your repair shop over 24 hours you will provide me a "loaner" vehicle, of the same class as the one you are working on (I have this in writing) until repairs are completed.

3). When traveling if I break down I will ask how long the repairs will take and if it will be over night, the dealership will be required to provide a loaner.

4). And, my biggest problem that will case me to go ballastic is Don't Lie to Me. Don't tell me stop by tomarrow at 3 pm to pick up my truck. I get there after a 30 minute drive and the truck isn't ready and the stealership didn't call to let me know.

rant off

If you treat your customers with respect they treat you with the same.

 

[BearBio]

Otis,I feel your pain.Been working in parts stores for 26 years plus.Been managing them for about 16.That means all the problems come to me.A few rules to live by might help you.
Rule #1 Afghanistan & 9/11 are your fault.
Rule #2 Iraq is your fault.
Rule #3 World economy is your fault.
Rule #4 Overcrowded prisons are your fault.
Rule #5 Violent crime is your fault.
Rule #6 The problem that was 50.00 dollars 6 mos.ago and went unnattended to & is 500.00 now
is your fault.
Rule #7 There ain't nothing you can do about the previous rules & that is why there is beer and caller id.
I know not much help but all the fight has gone from me,just accept it,it ain't gonna get no better.Good luck.P.S my ex wife is in Florida with a voodoo doll that looks just like me.

You must work for the Feds.

 

[LVSteve]

I am the customer who always stops by [not calls] the Service Department and sets an appointment to get work done on my vehicle a week or two in advance & have any required parts ordered in advance so they will be there when the service is to done. I have used your service department for 40 years & have bought many new vehicles from your dealership over that time period.

I am willing to wait for the repairs to be completed on my truck/car but there are some things that have been done to me that TURN me into an Nasty customer who will raise the roof off the dealership:

1). We agreed two/three weeks in advance that my appointment time would be at 8 am, I arrived 15 minutes earlier than appointment time. I expect/demand that the work is done in a timely manner. Start work on my truck at the appointment time not 30 to 45 later. Repair tech will not stop my job to do a quick 5 minutes fix on someone elses vehicle [they can wait their turn].

2). If my vehicle breaks down I willing to wait my turn for the warranty work, no problem. If my repairs require the vehicle be at your repair shop over 24 hours you will provide me a "loaner" vehicle, of the same class as the one you are working on (I have this in writing) until repairs are completed.

3). When traveling if I break down I will ask how long the repairs will take and if it will be over night, the dealership will be required to provide a loaner.

4). And, my biggest problem that will case me to go ballastic is Don't Lie to Me. Don't tell me stop by tomarrow at 3 pm to pick up my truck. I get there after a 30 minute drive and the truck isn't ready and the stealership didn't call to let me know.

rant off

If you treat your customers with respect they treat you with the same.

I strongly suggest that you never break down in Las Vegas. If your repairs are going to require an overnight stay, you might get a ride in a courtesy bus to a motel, but that's it. No, they are not coming to get you the next morning. Unless you have some fancy coverage from a prestige make that you drive, most if not all you have listed is not going to happen in this town. Loaner? "The rental desk is over there, Sir", or "I can give you the numbers for Avis, Budget etc."

My second experience with a shop in Vegas not long after coming to the US was with a small 4x4 SUV. I bought it used and having been told of the neglect meted out to cars in this city and that there is no annual inspection in NV, I took it to a shop and asked to have the oil in both diffs changed, and the plugs and engine oil changed. I discovered later that NONE of the work was done on the diffs and the two slightly difficult to reach plugs were never changed.

 

[vytoland]

if you cant stand the heat.........................get out of the kitchen.

 

[HEAD0001]

I worked for a few different car dealers over a 7 or 8 year period. And I worked in sales. But kept close ties to service as well.

Here is a statement that is very true.

For every lie told to a customer. There are 20 or more lies told to the dealer by the customer. And that statement is a fact.

Very rarely would you ever hear a customer come into a dealership for service and just say. "Man did I screw up".

I have also found that when a dealer and customer have an open an honest conversation with each other. Normally a dealer will bend over backwards to try and accomodate a customer. I have seen it way too many times.

But when it is obvious that a customer is lying it can be difficult to try and help them. Customers need to remember. They deal with a dealership maybe once every few years. The dealer works with customers(many customers) every day.

Just think about when your child lies to you. It is blatantly obvious to you that the child is lying. Because you as an adult simply know better. It is the same at a car dealership. They have seen your problem many many times over. And they know how it happened. Yet a customer will stand there and lie through their teeth to try and save a dime. Tom.

 

[ibthumper]

Many years ago on cross country motorcycle run. Wife knocks over my riceburner and snaps off the clutch lever. Yep, in the middle of nowhere
Texas. Found a very small HD shop asked the biker looking dude for some help. Told me to eat S___ and die. Prior to buying this bike I was looking at Harleys. Went into the local Lancaster CA HD dealer. Was told to take a hike. You military guys don't make enough money for me to deal with. I Will never step into Harley shop................. sorry just a rant.

 

[John Frederick Bell]

If you treat your customers with respect they treat you with the same.

If only.

Can't say as I've ever worked in the automotive industry, but I used to work behind the counter in the gun half of a gun/pawn joint. Best I ever heard it right was that the customer isn't always right - and a lot of times they aren't even in the ballpark - but they are always the customer.

 

[GRIZZLYBEAR]

I strongly suggest that you never break down in Las Vegas. If your repairs are going to require an overnight stay, you might get a ride in a courtesy bus to a motel, but that's it.

My son-in-law told me the same thing about needed repairs while traveling & vacationing in Colorado Springs, Co. I told him to ride along with me to the dealership and watch and learn. Was told the repairs would take 3 days and I said fine give me a loaner vehicle and was told no way by the service manager.

I asked to his boss and was offered a compact loaner car which I promptly turned down. I said I want a comparable vehicle & was told no. I made a phone to the dealership I purchased my vehicle and spoke to the CEO and told him of the problems I was having getting a loaner; handed to phone to service department employee I was dealing with at the time.

About 15 minute later I was driving a comparable loaner.

 

[The Big D]

Terrible dealership!

This is without embellishment...needs none.

Took my 2009 Corvette to a local dealership to replace a faulty door switch that caused the self-indexing driver's door window to cycle repeatedly without stopping for several minutes. Said problem was fairly common; door switch replacement is a 10 minute job. (There are no keys to doors; touch switch handles entry.)

Car was less than one (1) year old. Bought car in New Jersey (at world's largest Corvette dealership) very soon after model year began; local dealer couldn't get vehicle equipped as I wanted it for months...literally.

Back to the story... Walked into local dealership and described problem. First words from service advisor: "Where did you buy the car?" Told him; he said "we don't handle warranty repairs unless you bought it here."

I immediately turned, walked away, sat in my car, and called GM. Gentleman who answered said he would be back to me within 24 hours. He called the very next morning and said part had been ordered and local dealer would be calling me to schedule repair...soon. GM followed up repeatedly until part arrived and work was done.

Quite soon thereafter it was announced dealer lost Chevrolet franchise. Just a bit later same dealer lost Toyota franchise. Dealer told local fishwrapper that Toyota mismanaged warranty reimbursement.

Owner of former dealerships is a true jerk.

Be safe.

 

[enfield]

Yeah, that's the same people we get at Lowes:

"Sell me everything I need to wire my house."

"They make it, why don't you carry it?"

 

[DeadAye]

...
Bought car in New Jersey (at world's largest Corvette dealership) very soon after model year began; local dealer couldn't get vehicle equipped as I wanted it for months...literally. ...

Oh man!
The *world's largest Corvette dealership* had already ordered his inventory for those several months out. His only interest was to get rid of those Vetts -

If you had gone to a Chevy dealer that didn't sell a bunch of Corvettes he would have ordered the car of your dreams and the nice folks in Bowling Green would have not only built it for you, but you could have watched it being built AND have been the first person to drive it.

At least take your baby to the National Corvette Museum at Kentucky Exit 28 on I-65 if you haven't yet.

Now - Back to our thread....
My wife's year old Cougar would suddenly idle at like 35 MPH. One of the mechanics (looked to be about 15 ) told the service manager that it was an adjustment and he could have it done and out in 10 minutes. He got the job.
Two weeks later - Same thing.
Took it back and they kept it over night and called me the next afternoon. When I picked it up I was told that the computer was bad and the brakes were warped and they replaced the pads and rotors too.

ARggggggg!@&%
OK - How much?
Nothing - Nada - Zip -- They said they fixed it the first time, so no additional charge (The first time charge was $25)

Guess where I bought my next 2 cars? If we had stayed in Memphis I'd still be driving their Mercs.