Gmc350

The op obviously crossed the line to make them leave the service area.so what if they didn't know the bulletin word for word to expect them to is ludicrous there are thousands of tsbs and they are used as a guideline for the technicians to follow and give their reccomendation of a repair.the service dept has nothing to do with the procedures in the tsb except for a warranty code or time allowed for job to assist making an appointment the people at the counter making minimum wage would be oblivious to the protocol! They did follow their protocol to leave the irate customer to him/herself for a few minutes to return to an adult like state of mind the next step would be removal of the bully!!

Hobzit

I know your really strong sides with the whole service rep thing but I guess the reason I'm dumb founded is when the rep went from "this is what the TSB calls for" then realized he made a mistake (thanks to the OP) and decides to go with "well we don't have to do what the TSB says"... That's the part that I'm having a hard time understanding, how would that not be a slap in the face? He is obviously just pulling crap out of his rear end when he realized the mistake, the appropriate action is to figure out what the next step is, not just have "come back" like a little kid. I can only tolerate a bad attitude like that for so long, he obviously was not a professional. Just my opinion.

But I do understand that customers do put a lot of pressure on those reps, but I think that is why majority of them slowly start to have that instant defensive attitude as soon as a customer does something other than sign a paper or hand over their keys.

RuhiA

Wow... pretty wild assumptions you are making... "... return to adult like state...", "...irate customer..."? If asking for the "service manager" is not being "adult like", yes, I was not an adult and did not act like a stupid sheep, not tucking my tail and walk away and writing a letter to Ford to thank for the wonderful products they deliver for our consumption as well as my satisfaction with the knows all service department.

I was not going to but since you revealed your misunderstanding of what TSBs stand for, if you are working for Ford, you may want to ask for an additional refresher to catch up with the minimum wage earners. IN plain English, TSB, at least the one concerns me states explicitly do this, do that. It does not suggest what the technician would like to do or not.

I've got to go now. I hear my older brother coming to his room in the basement. If he finds out I am using his computer, he will throw an irate tantrum.

13Harleyfan

The service adviser should be well versed in current TSB's, his first priority is to gather as much information from the customer to pass on to the tech, if the customer has researched the issue and can bring more to the table it is the writers responsibility to listen and pass on said information to the tech. Matching wits with a customer, whether he be a rocket scientist or bag boy at the grocery store is wrong, period.

Hobzit

well put...

Gmc350

So ur telling me the service adviser gets this bully's vehicle in with check light on should be able to grab a tsb and fix the guys rig keeping in mind they probably had experience working at McDonald's flipping burgers wake up no wonder ur having trouble at the dealer!!

Hobzit

wow... okay okay, obviously your mind is made up and reasoning is not much of an option with you. I was just hoping to share another perspective, but obviously its offensive to you. I will say that I dont really understand why you are stuck on the OP being a bully but if you put yourself on the fence that easily with people then I suppose I can see why you feel the way you do.

By the way, no one is perfect, so with that... if you dont know something, go ask or find out for yourself. Pulling random thoughts out of your back side just makes you look that much worse.

lol okay now Im done. OP, you did the right thing.

RuhiA

I am certain he had no way of knowing I was, as a matter of fact, a rocket scientist.

I've got a message from the service rep giving me an update with the status of the CAC order. It is back ordered but he is still trying to locate one hoping that he could find one before Friday, he said. I have no doubt that he is doing everything he can.

Hobzit

a rocket scientist eh? well wouldnt you know lol

I think it is a bit humbling when you have had some time to come to terms with how a situation has developed, ive had plenty of moments of weakness that I could have handled better in the past and I usually do my best to make up for it, seems like the rep has done the same. Im confident that he realizes where you are coming from and is now putting aside his pride to do what he feels is right. Im glad to hear that he is in fact looking out for your best interest now. Im sure when the job is complete and to your satisfaction, he will appreciate your gratitude and know that the past is behind both of you.

Toddman38

iTrader: (5)

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