Repair Shop Rant

[otis24]

Having moved from automobile sales to the parts department, I get to see a whole different side of the industry. I thought that shoppers were jerks, trying dealing with folks in the repair shop! Jeez.

First, very sorry that you broke down in the middle of nowhere. It is 140 miles to the the next town of any size. If you want to take your vehicle there, please feel free to find your way back to the interstate. If you insist that we "work you in", please understand that when you are told it could be a couple of days, it could be a couple of days. No, we don't care where you came from, how big a fish you are in your town, or how much money you have. The local farmer who brought his truck in ahead of you has purchased that vehicle here, three or four before that, and will probably buy three or for more before he dies. In addition, he has them serviced here on a regular basis. We won't push him aside to accomodate you.

Secondly, yes we will replace the failed injector under warranty. No, we will not replace the other three because you feel they "might" fail also. If we replace them and the manufacturer doesn't approve it, guess who pays the bill? We do! If you want to replace them at your cost and take the issue up with the manufacturer, we will gladly replace them. No, we didn't get your vehicle in today. When we told you tomorrow, we meant tomorrow. May not get it in either if you keep calling every two hours to see "how we're coming on it".

Lastly, when we said the cost would be about $x dollars, we meant "about". When we get into the engine and find other problems, you have to pay for those repairs as well. You can't always tell whats wrong with a vehicle until you get into the repair. Yes, it does suck that you have some expensive repairs to make to your vehicle. Not our fault. Do you want us to fix it or slap it back together so you can limp it out of here (after you pay for the repairs thus far, of course)?

Rant over

 

[labworm]

Having moved from automobile sales to the parts department, I get to see a whole different side of the industry. I thought that shoppers were jerks, trying dealing with folks in the repair shop! Jeez.

First, very sorry that you broke down in the middle of nowhere. It is 140 miles to the the next town of any size. If you want to take your vehicle there, please feel free to find your way back to the interstate. If you insist that we "work you in", please understand that when you are told it could be a couple of days, it could be a couple of days. No, we don't care where you came from, how big a fish you are in your town, or how much money you have. The local farmer who brought his truck in ahead of you has purchased that vehicle here, three or four before that, and will probably buy three or for more before he dies. In addition, he has them serviced here on a regular basis. We won't push him aside to accomodate you.

Secondly, yes we will replace the failed injector under warranty. No, we will not replace the other three because you feel they "might" fail also. If we replace them and the manufacturer doesn't approve it, guess who pays the bill? We do! If you want to replace them at your cost and take the issue up with the manufacturer, we will gladly replace them. No, we didn't get your vehicle in today. When we told you tomorrow, we meant tomorrow. May not get it in either if you keep calling every two hours to see "how we're coming on it".

Lastly, when we said the cost would be about $x dollars, we meant "about". When we get into the engine and find other problems, you have to pay for those repairs as well. You can't always tell whats wrong with a vehicle until you get into the repair. Yes, it does suck that you have some expensive repairs to make to your vehicle. Not our fault. Do you want us to fix it or slap it back together so you can limp it out of here (after you pay for the repairs thus far, of course)?

Rant over

Very well done, they have you definitely in the wrong position. You should be a Customer Service Rep.

 

[otis24]

I do very well at customer service. Much of my job is related to customer service. The above post is what I would LIKE to say to many customers. The post above is a 95% accurate depiction of just one customer, today. Deal with it all the time. Would be funny if it weren't true. Surely, you absurdity of the customer's expectations is readily apparent in the depiction above.

 

[27145]

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".

 

[66TAS]

And the manufacturers wonder why the independants are working on all the cars after the factory warranty expires!!! LOL

 

[27145]

Very well done, they have you definitely in the wrong position. You should be a Customer Service Rep, sales will definitely go through the roof.

Otis is talking about unreasonable nasty customers. To these people everyone else can go to hell. People can be very nasty and vile. There are times when you have to "fire" a customer, telling them to never return.

I am a Harley mechanic, but sometimes I filled in at the parts department. Imagine someone having you spend 45 minutes to put together a parts list for a crash bike, then they say "Just give me the part numbers, I will look it up on Ebay". They are in shock when I wont give them the numbers, I tell them I will sell you a parts book, but I am here to sell parts, not give out numbers for non paying customers. Meanwhile there are ten customers waiting behind him, losing their precious time, due to a non paying customer.

 

[otis24]

I work at a franchise store. Don't get me wrong, both I and my co-worker treat our customers very well. Would never go out of our way to be blatantly rude to anyone. However, when a customer comes in and you tell him it will take a couple of days to get to his vehicle, that means a couple of days. When you tell a customer this and they are in the very next day brow beating you because you "haven't even got it in yet", whose the jerk here? Secondly, a manufacturer's warranty is just that, a manufacturer's warranty. It means the manufacturer will cover the cost of repairs if it finds them to be defective. Doesn't mean they will replace every part in a two foot vicinity of a failed part because you think it will give you piece of mind. It would be like buying a new S&W at your local gun store, having a problem with it while visiting cousin Eddie two states over, and going in to the nearest S&W firearms dealer and demanding that he give you a new revolver to replace it. Absurd!

 

[otis24]

About three weeks ago, had a tourist coming through driving a 2000 Chevrolet Impala with about 200k miles on it. Stopped at the Chevrolet dealership who did not have time to get him in. Was told by them that he was "just another tourist".

Two of our mechanics stayed after hours to scan his vehicle and diagosis. No repairs were needed. Gave him the piece of mind to travel to his destination 210 miles further west. He was charged the standard rate of $70 for diagnostic test. Was not even charged any over time hours for our techs staying to accomodate him.

He calls after he gets back home to Chicago complaining that he wants his money back. Said he talked to someone at Ford and was told that if we checked your vehicle and found nothing wrong, you didn't have to pay. Really? Did you tell Ford that you were driving an 11 year old Chevrolet with 200k miles that the local Chevrolet dealer wouldn't even look at? Did you tell them how thankful you were when our techs stayed late after a long day and got you taken care of? Bet not! What a joke!

 

[Faulkner]

If it wasn't for all those pesky customers you'd have the perfect job!

I want one of those jobs where I can make a lot of money and not have to deal with ANY people.

 

[27145]

If it wasn't for all those pesky customers you'd have the perfect job!

I want one of those jobs where I can make a lot of money and not have to deal with ANY people.

Believe me, I didn't take 1/2 the abuse from people when I was a cop that I endured while working in the private sector.

 

[otis24]

If it weren't for people, we'd have the perfect world. I'll settle for 1/2 perfect, can we just eliminate the idiots?

 

[LVSteve]

It is the modern way in America to DEMAND instant gratification. I have 4G on my phone, doesn't that mean you can fix my car faster?

Nobody has any patience for the time it really takes to do things properly any more. It is like all the proposed quick fixes for the current economic woes. It is not going to happen quickly, but nobody in DC or even most of the general public wish to admit the fact. We took our time digging this hole, and it will take a while to climb out of it. Get used to the idea.

 

[GTbob]

Put you self in the shoes of the traveler....... You are broke down, who knows how many miles from home and just want to continue on your way to your destination.

I own a Harley, have an extended warranty, and am an Inspector for extended warranmty companys. I was on my way to Milwaukee a few weeks back. In Paxton NE the stator burnt up on a Friday evening at 4:30.

I called Budke's in North Platte, told them what had happened and asked if I got it there could it be repaired and have me on the road again ASAP in the morning. I was told that their appointments and regular customers came first. This is NOT coporate policy. According to Harley travelers come first. I ended up getting it to the Dealer in Grand Island, 150 further down the road. They got it in 30 minutes before they officially opened and had me on the road in 1.5 hours. That's what supposed to happen.

Needless to say I emailed Harley coporate with my problem with Budke's. They sent an urgent email to all of Harley coporate and will be addressing the issue. It could potentially result in Budke's losing their franchise. This is not the first time Budke's has done this, it is an ongoing issue.

Grand Island HD knows customer service, Budke's does not. It sounds as if perhaps you also need to be omre compassionate and learn a bit more about customer service. Sure they may not have spent tons of money with your business in the past, but they can certainly tell others of their experience, good or bad. I have told at least 200 people of my problems with Budke's. They will lose untold amounts of money due to my big mouth.

Bob

 

[35Rem]

Yep, when you, as a franchise, hang that bowtie, blue oval, or whatever on the building, you represent THEM, not the local guy, etc. When someone comes in for service they should get it fairly. Not preferential treatment to "regulars". That's my feeling.

 

[27145]

Put you self in the shoes of the traveler....... You are broke down, who knows how many miles from home and just want to continue on your way to your destination.

I own a Harley, have an extended warranty, and am an Inspector for extended warranmty companys. I was on my way to Milwaukee a few weeks back. In Paxton NE the stator burnt up on a Friday evening at 4:30.

I called Budke's in North Platte, told them what had happened and asked if I got it there could it be repaired and have me on the road again ASAP in the morning. I was told that their appointments and regular customers came first. This is NOT coporate policy. According to Harley travelers come first. I ended up getting it to the Dealer in Grand Island, 150 further down the road. They got it in 30 minutes before they officially opened and had me on the road in 1.5 hours. That's what supposed to happen.

Needless to say I emailed Harley coporate with my problem with Budke's. They sent an urgent email to all of Harley coporate and will be addressing the issue. It could potentially result in Budke's losing their franchise. This is not the first time Budke's has done this, it is an ongoing issue.

Grand Island HD knows customer service, Budke's does not. It sounds as if perhaps you also need to be omre compassionate and learn a bit more about customer service. Sure they may not have spent tons of money with your business in the past, but they can certainly tell others of their experience, good or bad. I have told at least 200 people of my problems with Budke's. They will lose untold amounts of money due to my big mouth.

Bob

With HD dealers travelers are supposed to be given priority. This is why they have a dealer network. This includes emergency repairs, but also tire changes, oil changes etc.

 

[BearBio]

My wife is an escrow officer. Not a week goes by that she doesn't stay after work or come in on the weekend to sign someone (on her own time, without pay), mostly because they are from out of town. Wonder how the original poster would feel if he was told he had to come in M-F, 8-5, even if it meant he had to take a day off work and drive 3 hours each way to sign documents.

I work for the government but came from the private sector. When I first referred to the people who come to us for help as "customers", my staff loved me. We each put in 2-10 hours per week "off the clock" helping people. My staff unanimously voted 3 years running to give up their lunch to teach an additional class of kids at a local event.

I once took a deer to a meat processor in another state. I heard him tell a local that the out-of-towners come first because they had jobs to get back to, etc. Guess who does all my game when I hunt there abouts?

Those people might have reservations in the next town and will lose money while waiting for you. They may be on the first real vacation that they have had for years. It might be their honeymoon.

It's called "Customer Service". Get over it.

 

[HGWT]

I've been in the auto business for 29 years. I have done almost every job in the dealership except parts dept. We have also tried to help out of town travelier but can't always drop what we are doing. You always get those jerks that come in and demand service now and than dispute the bill. It doesn't happen very often but sometimes I have to tell a customer that some business is not worth having. These people have push us to the limit and no amount of money is worth it. This also gives me an understanding of having to deal with a business that service my dealership or my personal needs.

 

[Maximumbob54]

I did a thread no too long ago that boiled down to the dealership completely screwed the pooch on my written estimate. They only did half the parts estimate and didn't include all the labor costs. But my BIG issue was I signed the front right under the big circled area that included the cost estimate. Yes, I get that is an estimate and more can be wrong once the mechanic dives in. The issue was the part where the estimate said if it goes over $25 to call. Both cell numbers were listed. The call was to come pick it up. Not pay a huge amount more. I would have authorized the parts because at the time I had the money. The point was what if I didn't??? It's just dirty pool to do that to a customer and then say you are sorry but the work is now done. That Toyota dealer gets not a dollar more from me. Besides, the next vehicle will be a Ford. It's too bad since I have brought people there to shop for a car and each one bought. I now take them somewhere else. So their rude little man has now cost them two more future buys and missed several new sales that I took to someone else.

 

[roundgunner]

I make it a point to try to see both sides of a dispute.

When I bought my wife a new car I also bought the lifetime free oil changes. 2 weeks later I ran over a mud flap that the bolt was so big the hole could not be plugged so I had to replace the tire. The tire I replaced it with was different than the other 3.

When I took the car in for its first oil change I asked for tire rotation too. It was a $20 charge but I didn't have the time to do it myself.
When I picked up the car the charge was over $25. I asked about it and was told tax and oil disposal. I wasn't in the mood to argue about disposing oil from a free oil change so I just paid it.

The next day I was 2 states over and noticed the tire I replaced was still on the drivers side front. Now I'm P.O.

When I go back to the dealer they want me to prove it wasn't done. I'm a large guy with a very loud voice and every person in the dealership got the whole story a couple times when the service manager wouldn't refund my money and the general manager was in a meeting and couldn't talk to me.

The service guy at the desk threatened to call the local police; I encouraged him to call so I could tell them too. I know most LEO in the area and it would have been good for them to hear it too. The guy at the desk finally gave me $25 out of his pocket so I would leave. I guess that makes me unreasonable.

Customers may be a P.I.A. but how often does a customer steal a dealerships money? How many other times does the dealership charge you for work not performed? The P.I.A. customer is not allowed to watch so we have to trust the service center.

I have owned my own portrait studio for over 20 years and go out of my way to try to make sure my customers are happy.

 

[roundgunner]

That Toyota dealer gets not a dollar more from me. Besides, the next vehicle will be a Ford. It's too bad since I have brought people there to shop for a car and each one bought. I now take them somewhere else. So their rude little man has now cost them two more future buys and missed several new sales that I took to someone else.

Yes, we have bought 1 new truck, 2 new cars & 1 6 month old used car for my daughter from a dealer in the next town over after that 2007 car.