I tried this NG in both ways; nice/full of shit and mean/honest.
Obviously, the mean/honest approach stirs responses and reveals the best
from the ignorant. So I'll be mean and honest.
Recently did a D47 ball joint recall on a Durango and noticed the
brakes were "real thin". Customer responded to the writer by saying;
"why are you selling me crap I don't need, when I just want the recall
done that I need?"
After that, I chose not to mention the leaking front shocks and
loose tie rod ends (not under warranty on this vehicle). After all, if
brakes aren't important why is suspension and steering?
Two weeks later the customer returns and complains to the service
manager that we did not recognize the loose rod ends, and Midas who did
their brake repair (that they did not need. . . remember?) did notice
As a dealer we are cons for recognizing needed repairs while
performing warranty services, yet we are idiots and inferior to
independents when we don't.
Make up your minds.
Waiting to hear from the warranty kings and queens who have stories
of repairs that "should have been done under warranty". Read the manual
that you never opened, and came with the vehicle, it's not covered.
Well Brent, it seems that your attitude is your worst enemy. Too many
times, stealerships try to tack on extra work during recall and minor
service calls that really isn't needed and people hear stories about it all
the time. I would even go as far as to say that the stories heard make the
problem seem far worse than it actually is and are greatly responsible for
forming this attitude with the customers. Then you can tack on the
dealerships rather high labor rates and parts costs and can you wonder why
people react the way that they do? The point is that you also have an
attitude when the customer doesn't listen to and do EVERYTHING that you say
and think that they are asses and will be given and told nothing and that
make you the biggest ass of all. How's that for being mean/honest??? The
fact is that it WAS your responsibility to tell the customer everything that
you knew was wrong with the car regardless of their attitude and because of
your bad attitude, you didn't do it so you deserved to get complained about
to your manager. What if one of these parts you chose not to tell them
about failed and caused the customer to get into an accident? Would you
justify your actions of not informing him/her by your complaint above? You
actually should be fired if you keep this shit up.
If at first you don't succeed, you're not cut out for skydiving
Stealerships?? Hmmmmm... there would be hell to pay in this NG if I
referred to customers in such a disparaging manner...... but stealerships
passes thru with comment...... double-standard?? Surely not!
interesting. a lot of the dealers on tdr resent that word. i would
too, if i were in the business. the dealership that i go to isn't the
greatest, but they do good work. they charge a ton, but i really
don't resent that, their mechanics and employees need to make a good
living too. i make a decent wage and don't resent them doing the
same. on the one hand, i wish that they would show a little more
concern for the problems that we customers bring in, but on the other
hand, some of the things that they have to deal with would drive me
crazy too. i just try to treat them right and for the most part, they
do the same for me.
Yup! The Golden Rule applies _both_ ways! Yes, the term "stealership" is
resented. Those who use it paint with a mighty broad brush. When
confronted, they always say somthing like, "well, I was screwed by a dealer
once".... and proceed to relate a story that paints the dealer in a bad
light. Well, in over 30+ years in the business, I could relate stories
about customer antics that would make dealerships look downright honest!
But, based upon the antics of a few, to paint the rest...... nope.
Remember, you are usually treated by others the way you treat them.
LOL, you guy's love to make mountains out of mole hills. The term
stealership was used more as a dig toward Brent with all of his whining
about the customers than an attack on the dealerships in general. But the
point still remains that I doubt that there is even a single dealership that
hasn't ripped off at least one customer in either sales or service at some
point in it's existence, including yours. Does that make them ALL bad ALL
OF THE TIME??? NO, and I never said that they were so chill out.
If at first you don't succeed, you're not cut out for skydiving
I have found it is all in the presentation. My 05 2500QC Cummins 4X4 has the
dreaded "vibe". Talked to the SM and the shop foreman and they agreed to
send both shafts out to be balanced, then if need be change the pinion
angle. If that fails to do it, they will get the factory rep involved. Can't
ask for more than that. Well, it shouldn't have the vibe in the first place.
======================I am a guy who plays with cars as a hobby....do enough of my own work
that I have not one but two lifts in my garage ... BUT I hear what
you are saying... and the only thing I can say is that your
experiences are similar to almost any other individuals who "deal"
with the general public... ..
Its called human nature,....
I will admit however that I avoid Dealers when I have to pay someone
to do something on my cars that is beyond my capabilities...(skill,
equiptment or time) .. I use a small independant shop .. I know the
guy turning the wrenches ..what can I say.
i think your problem is that you take everything personally. even the
responses here brent. my advise is to grow up. what you should have
done was to notice or mention everything for the customer that you
felt needed attention, including the tie rods and shocks. that is
pretty much the job that you do or at least should be doing. you are
a mechanic, so be a mechanic and quit whining. if the customer choses
to ignore your notice, let it go. not your problem. don't get pissed
off about it, they own the friggin car, they get to decide what they
want to do with it, even if they are an idiot.
worry about what you can control. you can control the honesty and
quality of your work. you can control your own attitude.
don't worry about what you can not control. you can control what
people do with the advise, no matter how great and honest it is, that
you give them. you can not control other peoples attitudes.
or, if you decide to not follow my advise above, a good idea would be
to invest in a good cemetary plot now because you are going to blow an
o- ring before long.
just my thoughts brent.
It's friggin' ass wipes like you that make people hate service departments
at dealership's. You are supposed to be an expert in the automotive
repair/maintenance industry; Maybe it's time you acted like one. People
don't hate you, they just hate hearing bad news. You have to deliver that
bad news; it comes with the career YOU chose. Hell, if I take my car to
Valvoline to get my oil changed, they always document on the bottom of the
invoice things they see that need to be looked at. A simple note on the
invoice is all that people want. Not too many times you run into people
who LIKE to hear of problems with their vehicle, but that doesn't make it
OK for you to be negligent in your job.
Which dealership do you work at again? I would rather walk then let a
asshole like you work on my car.
I was just in today for dealer service included in extended
warranty/service pkg. On top of that they wanted to do a trans flush on
a dakota with only 34,000 kms on it ! that would have been $200 can !!
I asked if they were ready yet to replace my warped rotors, they weren't
so they aren't getting the gravy either now.. If a vehicle model has
proven chronic faults, ie ball joints and rotors then dealer should be
alot more accomodating with warranty coverage.
PS you should have not still have put all that in writing on the work
order report ?
Where in my manual or sales contract does it say that ball joints and
brake rotors will fail before my 32,000 km service interval ?
To add, while waiting in the waiting room I overheard then telling
another client that their fairly new car would need a brake fluid flush
and the fluid alone would cost $85 !! what ???? 5 star ????
Brent, I want to know everything. What my truck needs what it cost
(parts,labor,supplies=Total) and if the parts are in stock. Now I may or may
not have the dealer due the repair. I will take your list go home due what I
can on my own, what I can't will most of the time go back to the dealer.
example : Took my 02 Dakota in for the upper ball joint recall. When the job
was done I had a list that said I needed the lower ball joints replaced,
power steering flushed, brake fluid flushed, and that I had 35% left on
front brake pads.
The only thing that I cared about was the lower ball joints. Parts were not
in stock, the cost 125ea. labor 65x3.5hr = 227.50, front aliment 55 Total
Did the ball joints myself, used Moog ball joints list price 122ea, my cost
57ea (I have a cash and carry account at the parts store.) It took me 3hr.
using hand tools only. I had a local shop do the front aliment $45. Total
cost 159 and a Saturday morning.
A note to the wise if you don't have a good 1/2 inch drive socket set, and a
very good ball joint press(I have a OTC/ snap-on) don't attempt this job.
Will deal with brake fluid flush when I do the front brakes. Will deal with
power steering when I do the transmission and trans case service.
This would have went to the dealer if I couldn't have done the job. Have I
had problems with my dealer? Yes, I had a transmission flush and they
ATF 3 not the ATF 4 that it was shipped from Dodge with. They wouldn't fix
it, and after I e-mailed Dodge several time the only thing they said was
that we recommend ATF 4 in your Truck. Not that your must have ATF 4.
Recommend?? is a big gray area to me. 10,000 and the trany is still good. I
will change both filters and top off with ATF 4 after another 10,000 miles.
I still think when it comes to late model cars, and trucks your dealer knows
best. But the dealer parts are overpriced. If you buy new from the dealer,
how about a discount on parts when the dealer does the service.
So Brent, tell them everything even the ones that want to be an ass.
(Brent D) wrote:
Suddenly, without warning, Brent D exclaimed (4/7/2005 7:13 AM):
So, just what's wrong with nice/honest, eh?
Incidentally, if I'd ever been to your shop, with your attitude, I'd
take my truck elsewhere right quick. Not that I would end up there,
since I ask around before choosing who will work on my truck, and I
suspect that word-of-mouth would have me avoiding the place. Trust me,
word gets around.
It's your *job* to tell me what's wrong with my truck, whether I like it
or not. It's *my* job to decide whether or not to trust that what
you're telling me is honest, and respond accordingly.
(I've been to shops that assume 'cause I'm a lady, I don't know anything
about vehicles. They've been disabused of that notion, and will never
again get my business. Word of mouth has lost them lots of business, now.)
Incidentally, what it sounds like to me is that the customer *did*
listen to what you said, just use a poor way to say "Thanks. I'll get
it fixed elsewhere", and did just that. That's their right as a
consumer. You should have told him the full story, or at least put it
on the invoice.
I prolly would have done the same thing. If the repair is not under
warranty, and I have a second shop that I trust and is less expensive,
I'll kindly thank the mechanic for pointing it out, state that I don't
really want to get it fixed today, thanks, and go to my independent.
Again, that's my choice as a consumer.
It's the dealership's choice to be more expensive than the competition,
and I know for a fact that it's not because Mopar or whatever parts
are better quality than what I'd get elsewhere.
No, it's not impossible.
Factory training is quite political in a sense, the training
involves only what the OEM allows, so true crap isn't identified
as the crap that it is (the why is explained in the next
Also, and especially in the case of Chrysler, GM and Ford,
factory training isn't necessarily performed by factory
employees, it's subcontracted out to a private vendor, that
private vendor hires (surprise) people off the street, dealership
experience is not an absolute pre-requisite.
Tools; available to anyone who wishes to purchase them. Some
aftermarket equipment is better than what the OEMs offer to their
dealers. 90% of it is still wrenches, screwdrivers, sockets and
ratchets which we all buy from the same sources.
Repetition, don't know if it -is- an advantage, but it does
-have- its advantages.
Me, I'll take technical aptitude any day, after that, a fix it
right mind set comes in a close second.
Quite possibly because there isn't XX degrees of separation
between the customer (you) and the person who owns the business.
It's not unheard of for a dealership to farm certain work out to
an independent because they don't have someone who has the skills
to perform a certain service procedure or because they've long
ago lost the tools needed to perform that service.
My local Dodge dealer refers customers to me all the time.
(Mikuni carburetors being a prime example)
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