Unpleasant dealer experience
04-14-2008, 03:30 PM
#31
2nd Gear Member
Join Date: Nov 2007
Location:
Posts: 378
RE: Unpleasant dealer experience
ORIGINAL: 07AlloyGT
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
in the end there's 2 parties at fault. the OP for being so dumb as to think his car would be taken to a drag race when they needed to check out the rattle
and doing that survey thinking things would be rosey and then the service tech losing it. i still side more with the service tech because he did need to road test it and would have most likely heard the rattle come back. not only that but if you refuse the test and then give bad marks that the problem wasn't fixed only to come back and get it fixed again, man you're going to get some retribution from me.
04-14-2008, 03:44 PM
#32
3rd Gear Member
Join Date: Nov 2006
Location: League City, TX
Posts: 722
RE: Unpleasant dealer experience
ORIGINAL: EricM
Yeah, but most horror stories involve stupidity on the part of management or ownership, so let's not blame it all on the goons.
Why is that dumb? I just read right here on this forum a story of that exact thing happening. Not the first time I've read something like that, either.
If a customer can't give an honest answer without fear of retribution, and a service manager can't give a simple explanation to his bosses for why something that didn't get fixed isn't his fault, then I think the survey is completely worthless. No, it's worse than worthless - it's actually harmful.
ORIGINAL: 07AlloyGT
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
in the end there's 2 parties at fault. the OP for being so dumb as to think his car would be taken to a drag race when they needed to check out the rattle
and doing that survey thinking things would be rosey and then the service tech losing it. i still side more with the service tech because he did need to road test it and would have most likely heard the rattle come back. not only that but if you refuse the test and then give bad marks that the problem wasn't fixed only to come back and get it fixed again, man you're going to get some retribution from me.
not every car is going to get street raced when taking it into the dealership. they NEED to hear the rattle to see if it's fixed. the option of doing a ride-along was the best way to get it done. he chided the place for not fixing a rattle that the techs couldn't see if it was actually fixed. he prevented them from doing their work correctly and they got nailed for it, not him.
the way the survey's work is the way the game is played. instead of doing the survey, he should have called and spoke to the service manager about the rattle coming back. just doesn't make sense to fault a place for trying to fix something when you prevent them from doing it properly.
04-14-2008, 04:03 PM
#33
4th Gear Member
Join Date: Jan 2007
Location: Minnesota
Posts: 1,292
RE: Unpleasant dealer experience
ORIGINAL: Grabber
Sorry to hear about the stealership crapping on you. However, wrong move ont he Survey. Honest or not.
Short story. I had similar rattles in my car, and they asked to take it on a test drive. Well, when I dropped me car off, when the porter took my car, and I was in a different room; I heard my car start,and then heard my car being revved to 4K+ RPM quite a few times. Then I saw my car being pulled out of the garage, on it's way to the oil change, and the porter peeled out. I let that one go.
So, I asked if I could go on this test drive for the rattles. They insisted I don't so they can get a proper analysis of the rattling. I said fine. So, 25 minutes after the test drive, 1/2 gallon of gas left, and tread all over the side of my car, they did not find any rattling. I stormed out. Even though the porters were dic*s, the service manager was very apologetic before my storming out, and was very nice overall. I wrote a 100 overall, and a 100 on each item in the survey.
Sorry to hear about the stealership crapping on you. However, wrong move ont he Survey. Honest or not.
Short story. I had similar rattles in my car, and they asked to take it on a test drive. Well, when I dropped me car off, when the porter took my car, and I was in a different room; I heard my car start,and then heard my car being revved to 4K+ RPM quite a few times. Then I saw my car being pulled out of the garage, on it's way to the oil change, and the porter peeled out. I let that one go.
So, I asked if I could go on this test drive for the rattles. They insisted I don't so they can get a proper analysis of the rattling. I said fine. So, 25 minutes after the test drive, 1/2 gallon of gas left, and tread all over the side of my car, they did not find any rattling. I stormed out. Even though the porters were dic*s, the service manager was very apologetic before my storming out, and was very nice overall. I wrote a 100 overall, and a 100 on each item in the survey.
OP, do you live in Stillwater? I live in Eden Prairie. Its a bit of a drive (lol), but I go to Metro Ford and the few times I've been there have gone completely smoothly. They even gave me a ride to tech college after I dropped my car off. Once when I went in for service I told them about all my mods so they knew not to touch the PCM, etc. and they were completely fine with it, no complete warranty voids or anything - one of the techs actually started up a converstaion about mods and his Mustang.
04-14-2008, 05:06 PM
#34
RE: Unpleasant dealer experience
ORIGINAL: 07AlloyGT
most? and you know this how? i don't see ownership taking vehicles out and joyriding.
not every car is going to get street raced when taking it into the dealership. they NEED to hear the rattle to see if it's fixed. the option of doing a ride-along was the best way to get it done. he chided the place for not fixing a rattle that the techs couldn't see if it was actually fixed. he prevented them from doing their work correctly and they got nailed for it, not him.
the way the survey's work is the way the game is played. instead of doing the survey, he should have called and spoke to the service manager about the rattle coming back. just doesn't make sense to fault a place for trying to fix something when you prevent them from doing it properly.
ORIGINAL: EricM
Yeah, but most horror stories involve stupidity on the part of management or ownership, so let's not blame it all on the goons.
Why is that dumb? I just read right here on this forum a story of that exact thing happening. Not the first time I've read something like that, either.
If a customer can't give an honest answer without fear of retribution, and a service manager can't give a simple explanation to his bosses for why something that didn't get fixed isn't his fault, then I think the survey is completely worthless. No, it's worse than worthless - it's actually harmful.
ORIGINAL: 07AlloyGT
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
in the end there's 2 parties at fault. the OP for being so dumb as to think his car would be taken to a drag race when they needed to check out the rattle
and doing that survey thinking things would be rosey and then the service tech losing it. i still side more with the service tech because he did need to road test it and would have most likely heard the rattle come back. not only that but if you refuse the test and then give bad marks that the problem wasn't fixed only to come back and get it fixed again, man you're going to get some retribution from me.
not every car is going to get street raced when taking it into the dealership. they NEED to hear the rattle to see if it's fixed. the option of doing a ride-along was the best way to get it done. he chided the place for not fixing a rattle that the techs couldn't see if it was actually fixed. he prevented them from doing their work correctly and they got nailed for it, not him.
the way the survey's work is the way the game is played. instead of doing the survey, he should have called and spoke to the service manager about the rattle coming back. just doesn't make sense to fault a place for trying to fix something when you prevent them from doing it properly.
The way I see it is like if you have a problem with someone at work.....generally you would try to work it out with them first before escalating it straight to the head honcho or boss. Remember that these techs can make mistakes just like you and me......i dont think they intentially didnt fix your squeak that you say you had but cant really reproduce cause you are being an overprotective parent of you car. Now there are stories of bad dealerships, but then there are many that are just fine. I have had my car to mine 5-7 times atleast and never a problem. I am going to guess the majority of people never have a problem.
04-14-2008, 05:07 PM
#35
2nd Gear Member
Join Date: Nov 2007
Location:
Posts: 378
RE: Unpleasant dealer experience
ORIGINAL: 07AlloyGT
most? and you know this how? i don't see ownership taking vehicles out and joyriding.
ORIGINAL: EricM
Yeah, but most horror stories involve stupidity on the part of management or ownership, so let's not blame it all on the goons.
Why is that dumb? I just read right here on this forum a story of that exact thing happening. Not the first time I've read something like that, either.
If a customer can't give an honest answer without fear of retribution, and a service manager can't give a simple explanation to his bosses for why something that didn't get fixed isn't his fault, then I think the survey is completely worthless. No, it's worse than worthless - it's actually harmful.
ORIGINAL: 07AlloyGT
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
plus, for every goon that's fired, there's one that's hired. trying to keep the dealership clean is like keeping a house clean from dust.
in the end there's 2 parties at fault. the OP for being so dumb as to think his car would be taken to a drag race when they needed to check out the rattle
and doing that survey thinking things would be rosey and then the service tech losing it. i still side more with the service tech because he did need to road test it and would have most likely heard the rattle come back. not only that but if you refuse the test and then give bad marks that the problem wasn't fixed only to come back and get it fixed again, man you're going to get some retribution from me.
not every car is going to get street raced when taking it into the dealership.
he chided the place for not fixing a rattle that the techs couldn't see if it was actually fixed.
instead of doing the survey, he should have called and spoke to the service manager about the rattle coming back.
Instead of being a friggin crybaby and throwing a tantrum, the service guy should've just explained the situation to him rationally. It's not like he was gonna do it to them again - he said he didn't even mean to get them in trouble. That asshat service guy's unacceptable behavior is really the gist of this whole story, no matter how much you want to defend him.
04-14-2008, 05:16 PM
#36
2nd Gear Member
Join Date: Feb 2008
Location:
Posts: 246
RE: Unpleasant dealer experience
This thread is just like anything else in life.. you have a good experience you tell no one, you have a bad one you tell everyone.
What you need to realize as well is that the dealer gets a copy of the actual survey back from EVERY customer. Keep that in mind when you make a negative statement.
On a NVH concern it's not unusual to have two sometimes three people in the car because one has to drive while the other(s) are trying to locate the noise or vibration.
What you need to realize as well is that the dealer gets a copy of the actual survey back from EVERY customer. Keep that in mind when you make a negative statement.
On a NVH concern it's not unusual to have two sometimes three people in the car because one has to drive while the other(s) are trying to locate the noise or vibration.
04-14-2008, 05:38 PM
#37
RE: Unpleasant dealer experience
ORIGINAL: Going for broke
This thread is just like anything else in life.. you have a good experience you tell no one, you have a bad one you tell everyone.
What you need to realize as well is that the dealer gets a copy of the actual survey back from EVERY customer. Keep that in mind when you make a negative statement.
On a NVH concern it's not unusual to have two sometimes three people in the car because one has to drive while the other(s) are trying to locate the noise or vibration.
This thread is just like anything else in life.. you have a good experience you tell no one, you have a bad one you tell everyone.
What you need to realize as well is that the dealer gets a copy of the actual survey back from EVERY customer. Keep that in mind when you make a negative statement.
On a NVH concern it's not unusual to have two sometimes three people in the car because one has to drive while the other(s) are trying to locate the noise or vibration.
04-14-2008, 05:54 PM
#38
1st Gear Member
Join Date: Sep 2006
Location:
Posts: 146
RE: Unpleasant dealer experience
To turn around the OP's question - is it normal to deny a dealer the opportunity to perform an adequate repair and then beef about the result?
The unpleasantness here stems from the customer's unrealistic attitude.
The unpleasantness here stems from the customer's unrealistic attitude.
04-14-2008, 07:09 PM
#40
5th Gear Member
Join Date: Aug 2006
Location: Near Wash. DC Posts: 13,541
Posts: 2,497
RE: Unpleasant dealer experience
ORIGINAL: Scotts197GT
Had an eye-opening experience at Stillwater Ford (Stillwater MN.) last week. Took my '05 GT (27K miles)in for the airbag recall and a few other items. Car is still under warranty. I had only taken it one other time and it was to the same dealer. Then I had parking brake cables replaced, interiorrear seat side panel re-installed, andA-piller and bellhousing rattles "addressed".I had what I thought was a geat experienceduring thatfirst time. Tech adviser was pleasant. I had asked him to not take it for a test drive and he understandably explained that for rattles they prefer to do the test drive. I acknowledged that but said that if rattle(s) came back I could bring it in again at some other time. Shortly after this appointment I got a survey from Ford asking me about my service experience. The bellhousing rattle did come back almost immediately, so I made mention of this on survey. I noted on it everything else was addressed and that experience was very positve.
Last week I pulled into same dealer's lot, and drove slowly by a long line of beautiful 'Stangs including a Shelby GT and a black Bullit..thinking trade-in thoughts, or, perhaps waiting until '09 re-design. I pull into service garage and was greated by same tech advisor. We started to talk about what work I wanted done, first Airbag recall, then a seat seam rip, and then the bellhousing rattle...
At that moment the advisor's demeanor totally changed. His face flushed and he got noticeably upset. He stated in a accusitory, and hostile way"you didn't allow us to test drive it last time and test for rattle last time you were in". He then said "that was on the survey you sent in and it reflected poorly on ME!". Mind you, survey I sent in was overall positive, and it was truthfull.
I was pretty floored by his attitude and told him so. He didn't back off though and then said "you didn't even buy your car from us, you bought it from another dealer" - as if this made any difference! (I bought the car from a dealer 80 miles away because in early '05Stillwater Ford couldn't get me a car I wanted without waiting at least several months.)
At this point I was becoming very angry and I thought it crazy to do any more business with this dealership. I left immediately. Though this experience was a shocker, and I've written off that dealer, there are others in the area I can buy a new 'Stang from... and maybe a new Edge?
When I drove off that lot I wasn't going back. Is this treatment by Ford for warranty service "normal"? I hope not. For the past 25 years I've bought only Hondas, andNissans. I WANT to buy American now. But...
Had an eye-opening experience at Stillwater Ford (Stillwater MN.) last week. Took my '05 GT (27K miles)in for the airbag recall and a few other items. Car is still under warranty. I had only taken it one other time and it was to the same dealer. Then I had parking brake cables replaced, interiorrear seat side panel re-installed, andA-piller and bellhousing rattles "addressed".I had what I thought was a geat experienceduring thatfirst time. Tech adviser was pleasant. I had asked him to not take it for a test drive and he understandably explained that for rattles they prefer to do the test drive. I acknowledged that but said that if rattle(s) came back I could bring it in again at some other time. Shortly after this appointment I got a survey from Ford asking me about my service experience. The bellhousing rattle did come back almost immediately, so I made mention of this on survey. I noted on it everything else was addressed and that experience was very positve.
Last week I pulled into same dealer's lot, and drove slowly by a long line of beautiful 'Stangs including a Shelby GT and a black Bullit..thinking trade-in thoughts, or, perhaps waiting until '09 re-design. I pull into service garage and was greated by same tech advisor. We started to talk about what work I wanted done, first Airbag recall, then a seat seam rip, and then the bellhousing rattle...
At that moment the advisor's demeanor totally changed. His face flushed and he got noticeably upset. He stated in a accusitory, and hostile way"you didn't allow us to test drive it last time and test for rattle last time you were in". He then said "that was on the survey you sent in and it reflected poorly on ME!". Mind you, survey I sent in was overall positive, and it was truthfull.
I was pretty floored by his attitude and told him so. He didn't back off though and then said "you didn't even buy your car from us, you bought it from another dealer" - as if this made any difference! (I bought the car from a dealer 80 miles away because in early '05Stillwater Ford couldn't get me a car I wanted without waiting at least several months.)
At this point I was becoming very angry and I thought it crazy to do any more business with this dealership. I left immediately. Though this experience was a shocker, and I've written off that dealer, there are others in the area I can buy a new 'Stang from... and maybe a new Edge?
When I drove off that lot I wasn't going back. Is this treatment by Ford for warranty service "normal"? I hope not. For the past 25 years I've bought only Hondas, andNissans. I WANT to buy American now. But...
A problem not being correctly fixed by a dealer is a HUUUGEE issue. You reflected very poorly on the dealer don't do that,