soaringfalcon

iTrader: (1)

I don't believe the panel was on there when I left the dealership as the truck was behaving normally. Must have happened sometime while I was driving home. The panel was barely clipped on. Next time i will verify everything is tight and snapped on tight before driving the truck out of the dealership

soaringfalcon

iTrader: (1)

They are replacing all the damaged parts. that much the SM assured me of.

soaringfalcon

iTrader: (1)

The SM had me come in today and they had the Wheel Doctor fix the wheel that they scratched up, so i am confident the SM will go thru with everything else. He has the damaged parts on order and will let me know when they come in.

I talked to the SM some more today, he informed me that the tech is no longer allowed to work on my vehicles and is under probation. I am glad he did not loose his job, I would have felt horrible about it. Oh! and I have a new service rep.

As for being rushed that's a possibility, but not because of me. I dropped the truck off on Tuesday Morning and did not pick it back up until Friday evening. They did provide a rental per my FSP Premium, so i was in no rush. I knew how complicated the fix was and wanted them to take their time and do it right.

I will hold off on the survey until the SM takes care of everything, he already has started to put things right. I don't want to punish the dealership for the bad work of two employees, especially since they are being dealt with. The end result is what will matter.

Hopefully the tech and the service rep will learn from this and come out of this experience a better tech and service rep. Or they will call me too picky and blame me for blowing it up out of proportion! Time will tell.


I understand that they are under pressure to perform, but there is no excuse for breaking parts and then hiding them, hoping the customer never notices. Absolutely no excuse for incorrectly reassembling the dash, especially since the tech told me that he has done over ten of these so far. And downright laziness for not taking 5 minutes to wipe down the dash and work area in the truck after you are done.

RLXXI

I didn't put anything into your mouth nor am I speaking for anyone other than myself. You are speculating what might have happened, where I am stating WHAT SHOULD HAVE HAPPENED! ergo excuses on your part.....

kidastra

iTrader: (1)

Yeah I did speculate, but I did not speculate on what might have happened, I speculated on why it happened.


I did not defend the tech or the garage which leaves no room for excuses. Yes it's all fine and dandy to think of everyone doing a perfect job every time someone brings in their truck for service, but unfortunately that is not the reality. You worked in a garage, you can't honestly tell me people didn't mess up.


My entire post was directed at how the op should handle the survey, and guess what; based on his last post it sounds like he is allowing the service manager to buy his score.


I agree with what should have happened, did I ever give you the impression that I didn't? My post was directed at; now that it's happened what the op should do.


Anyways you are entitled to your opinion, but if you are just going to ignore me when I talk, there isn't much more conversation we can have on the subject.


I think I've added enough to the "long winded venting" part of this thread

RogueGT

Not everyone gets a survey so perhaps we're getting a little ahead of ourselves?
In the event he does get one...and here's the "speculation" word again... He could always give low scores to individual categories (service advisor / tech work) and the "overall" score could be positive (the SM intervening). They give you a block to add comments to justify your view.
Everything reflects back on the owner, his name is the dealership. If his people, at whatever level, are taking steps to make it right then he has the right people in the right places. If that equates to "buying a score" then so be it...the important thing and the bottom line is the customer was taken care of and he went away with a positive experience in the end. I'm likely to go back to that dealer and they will certainly know my expectations after that visit.

kidastra

iTrader: (1)

Op mentioned he will hold off on the survey so I guess he got one. I agree score them properly, don't go in flaming them on every question, but don't go giving them a perfect score either just because they fixed the issue. End of the day I'm glad the op is getting taken care of, the sloppy work shouldn't be swept under the rug though,

I probably shouldn't have said anything at all in this thread, my working at a dealership might have made me a little desensitized to the situation. I could have went to the other extreme like a lot of people love to do... /sarcasm Omg I could have had my kids with me and I could have crashed into a gas station that was right next to a daycare and a senior home. The inhumanity of it all! The dealer owes me a new truck, since this one is scratched and my kid is allergic to defects /sarcasm

soaringfalcon

iTrader: (1)

Yes, I did get a survey.
Yes, I am holding on to it until everything gets resolved.
Yes i will be honest on it, I will tell it as it is.
Low scores for the work and neatness, low score for the service rep taking care of the issue, but I will give high scores for resolving the complaint successfully. and I will be putting a lot of info in the comments section.

I have been doing business with this dealership with no issues for 10 years, I am not going to burn them if they are willing to fix their first mistake.

What would have happened if this had happened to a poor old lady that had just picked up her 6" lifted F150 with 35" tires? she would have had the time of her life, that's what!!

Look, Schit happens, no one got hurt, it's stuff that can be and will be fixed, no need to dwell on it. Just make sure it does not happen again and I am happy. I was on the receiving end of 120mm ****storm and made it out without a scratch, everything since then has been downhill.

RLXXI

She might have hit a gas pump next to an old folks home and run right into the roller coaster at the amusement park next door.

NASSTY

While climbing up into the truck.. she probably would have looked and said "Who's the A-hole that forgot to snap this panel back in place".