"Smallbear wants a modern Syclone, local Maple Leafs spammer" (smallbear94) 05/15/2015 at 09:20 • Filed to: None

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F*cking Dealer (rant)

I took my truck in for service a couple of weeks ago, and they found evidence of a leak. I forgot to ask about it when I pick it up, and so I contacted the service co-ordinator, who said they’d have to check with the guy who did my service. They didn’t. So, yesterday, I tried again. This time they said that the guy who did the service didn’t make a note of it, and couldn’t remember anything about it (even though he actually called me and told me about it in the first place, it wasn’t important enough to make a note???). They said I’d have to bring it in again, and that as it wouldn’t take long I could bring it around last night for a quick look. So I do this, only to find out that they actually need and hour to an hour and a half to shampoo and dye it, and then need me to come back so they can check with a black light, and that they couldn’t do it right then. (Fair enough, if that’s how long it takes that’s how long it takes, but maybe tell the customer before he brings it in, hmm?) So I arrange to bring it in at 7:30 this morning, and also arrange for a shuttle to work. I get there at 7:30, and wait until 7:45 until the guy who runs the shuttle arrives. The service co-ordinator passed nothing on to him about me needing a ride, and he had to call a driver in on short notice. 8:00 the driver gets in, and goes to get a dealer plate for the car he’d be using. 15 minutes later they come back saying they can’t find any dealer plates. They ended up taking me down in my own truck. I ended up getting to work at 8:30, when the very latest I should have been was 7:45-50.

Here’s a tip, dealers—If you can’t do something, just say so. Keep notes. AND COMMUNICATE INFORMATION TO PEOPLE WHO NEED IT TO DO THEIR JOBS!!!

/endrant

yamahog > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:26

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Hit up the OEM’s Facebook/Twitter with this link.

d1ck > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:27

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This level of incompetence is something I’ve come to expect from all dealers I deal with. Generally speaking, the service advisor position is underpaid and has a high turnover rate, and it is stressful because of having to deal with people who can’t understand why their warranty claims are denied, even though they haven’t done any maintenance in the last 3 years.

EL_ULY > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:31

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We have dealer owned loaners, an Enterprise rental place, personal shuttle, and a helipad at my dealership...yes, a fucking helicopter landing pad for customers lol. Still, customers very often get very upset. I feel the mistake here was not having the shuttle prepared on time being the most preventable issue. I loath the mornings, you have basically 30 people that are all in an incredible rush and their patients are already worn down. We get through most morning without too much of an issue, but GD it’s ultra hectic always on both ends. And this is at my relatively low traffic dealership, I remember back when I was at Toyota. That place aged me big time. I would push out 30-35 cars a day. Never fails that my adviser would say, “hey remember that one car from 2 Mondays ago?” lol. I write as much as I can down and the ticket and just hope the adviser writes in on the computer correctly. Some shit obviously slips through. 99% accuracy is never good enough. Sucks more that those things that slip are suck easy and tiny BS and makes the facepalm hurt more

As Du Volant > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:38

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The absolute worst problem we have in our service department is communication on the part of the service advisors. 9/10 customer complaints we get would’ve never happened if they’d just written something down, put something in the computer, told someone else, made a phone call, etc. We honestly don’t know how to fix it. After going through 5 service managers and countless advisors over the past 8 years I’ve been with the company things just never change.

pip bip - choose Corrour > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:38

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by the sounds of it , the dealer you went to is as good at communication as the dealership i work for.

As Du Volant > EL_ULY 05/15/2015 at 09:38

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Herb Chambers? I hear Herb likes to commute in his helicopter.

EL_ULY > d1ck 05/15/2015 at 09:39

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most of their pay comes from the CSI index. One bad customer survey is absolutley devastating for their pay. Trust me OPPO, they want you to be happy. Their pay literally depends on it. Sucks that if something like a complementary shuttle or carwash goes wrong, the adviser could get a pay cut. Things not even 100% in their control.

Smallbear wants a modern Syclone, local Maple Leafs spammer > EL_ULY 05/15/2015 at 09:43

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Yeah, I don't mind that it happened that way, if it had to happen that way, so much as the fact they promised something they couldn't deliver. And frankly, I didn't expect the tech to remember my truck, but I firgured, esp. since he called me over it, that he would have recorded the problem. Anyways, go plug that 1% gap and TGIF :)

EL_ULY > As Du Volant 05/15/2015 at 09:43

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no, i’m here in Houston. I’m surprised how often it is used. Plus, the local police can use it whenever they want for whatever reason.

Smallbear wants a modern Syclone, local Maple Leafs spammer > yamahog 05/15/2015 at 09:46

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Not a bad idea. This is more a "usually satisfied, blowing off steam because they dropped the ball this time" post. I'll give them another strike first :)

EL_ULY > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:50

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indeed sir. They just can’t be telling customers anything when either they are not sure or know they can’t deliver. Communication is the leading cause of a bad dealer experience. I mess up sometimes and it fucking pisses me off when I do. It’s a horrible feeling when you forget to call someone back or tell them something you are positive is done and it’s not. That is probably what I fear most whether when I was a tech or in parts. Even so, it happens on and it blows big time

Smallbear wants a modern Syclone, local Maple Leafs spammer > As Du Volant 05/15/2015 at 09:51

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This is true in my industry too... and I’m as guilty as anyone else. “I’m going to pass this info on immediately, no need to write it down” and then someone comes in and rides your ass about some other task, and before you know it it’s forgotten and there’s a pissed off customer.

But like I said, rant. TGIF

Smallbear wants a modern Syclone, local Maple Leafs spammer > d1ck 05/15/2015 at 09:53

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It has oil in it, doesn’t it? Why would I pay you to take it out and put more in?

...yeah I can see that.

Smallbear wants a modern Syclone, local Maple Leafs spammer > pip bip - choose Corrour 05/15/2015 at 09:55

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Humans in general suck at communicating.

pip bip - choose Corrour > Smallbear wants a modern Syclone, local Maple Leafs spammer 05/15/2015 at 09:56

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how true!