Coastalcop

Yep, take the time to reward good service. The old phrase was " one oh sh$$ cancelled 10 atta boys". The reality in the new world is one atta boy is worth 10 oh sh)$s. few folks take the time to point out when folks go,out of their way to deliver good service. That's true in practically every field now.

The other side of that is own up to your ;$ ups. I was pulling into the tire shop yesterday, one of the employees was backing a customers car out as I was pulling in, he was in my blind spot, and I cut hard right when i saw him. Went inside and advised my sales guy I was there, the excused myself and went to the bay that kid was working in. I apologized and explained I didn't see him till the last second. Nothing got hit or broken, but you know this kid is thinking that even if it wasn't his fault, he still would have caught he'll if there was an accident. We were both cool about it and that kid ended up working on my truck. He did a stellar job too, something I pointed out to his manager.

OmegaF150

NM.

digitaltrucker

So while in your eyes its wrong for a person being a human to become upset and display it to the service guy, and thats not OK. But its OK for a service advisor to be human and to deny you assistance and not help, and its OK?

LoneWolfTrucker

No where did he suggest that.

ecotow

I like to stay away from the dealership as much as possible, sometimes get parts there, or warranty work. Prefer doing my own maintenance and hoping nothing breaks. Of course now that I drive a Ford everyone on the Tundra forum says I will be at the dealer all the time getting things fix. I must say my Tundra of 16 years was bulletproof.

LoneWolfTrucker

LOL

Tundra.........

Oh sorry, I thought we were discussing trucks!

digitaltrucker

"Do NOT raise your voice, threaten, write bad reviews, give poor surveys and expect a good outcome. As a Service Director, I was happy to do anything I could to help a customer who had a conversation about their concerns. But yelling at me and threatening me made me want to do zero and to be honest, you'll move way down on their list."

GREEN16

X2

This goes for handling concerns in any business or public place, handle your business with some civility! Treat people the way you want to be treated, especially if you want something to be done in your favor.

flywithgz

Let's go back to the premise of this thread which is understanding the difference between Ford's responsibility, the dealer's responsibility, and your responsibility for the service on your truck. I think what the OP is saying is that there are many times when the truck had a problem, the dealer diligently and as expertly as the possibly could, tried to remedy the problem but because of the nature of the problem maybe it took a few visits, sometimes waiting on Ford for a technical or warranty response, or whatever. All of that left the owner feeling frustrated and because it's in the nature of some people, they started yelling and threatening the dealership and writing poor survey responses when the dealership has given you the best service they could with the situation. The pissing match started with the owner out of frustration but what happens with a bad survey and all that noise is that he maybe gets paid less when, whether the owner recognizes it or not, he has done an expert job of trying to deal with the problem and the owner. That sucks for him, isn't fair, and no wonder it makes them disinclined to treat you to their very best efforts in the future.

There are lots of bullies in this world. Some are owners, some work for dealerships, and some work at Ford but I would imagine they don't last long in customer service jobs at the dealer or Ford whereas some owners will always jerks and go through life wondering why they don't get better results. These are the same people that yell at their kid's teachers, the nurse at the hospital, or the nice lady at the car wash because their truck had spots on it after the wash.

Jon Diethelm

I do think that is a great idea. Though I may not have all of the answers I have resources to hopefully help me find them. I will start a post like that yes. We'll see how it goes and mayber can Stick it so everyone can find it easily instead of writing new question posts.

To answer your questions:
Tunes - If they are in the system when it goes through the shop, there is a good chance for a denial of a claim, however, though I do not condone "hiding" things from the dealer, I am sure a number of vehicles we serviced under warranty had tunes that were removed before bringing it in to the dealership.
Catch Cans - I have no experience with them as of now, but the idea seems great.
Issues with the current Gen - There have been a number of TSBs for some of the items we've seen, from sunroof rattles and leaks, to the 2.7L oil consumption which we have seen 1 instance of. And we sell a LOT of the 2.7L because so few people tow over 7,000lbs and there is extra rebates for the 2.7L in our area.

Thank you, and I am sure many of the most recent posts did not read every post on this thread, as I explained a couple times that I do not condone poor service, but IMO as a customer facing employee as well as a consumer in the world, yelling at someone to try and get your way doesn't help the situation. Screaming at your insurance agent when they will only give you 15,000 for a totalled vehicle when you think it's worth 17,000 will probably not get you any more $. Unless of course the individual you are yelling at is afraid of confrontation so they collapse and give you what you want right away to avoid any further dispute. IMO, decency and respect to another human being is worth much more.


I did not mean that the service advisor could be a *****. If they are a *****, work with someone who is not a *****, but how many instances have you been yelled at and it made you want to continue a conversation? Human nature shows us that yelling is a sign of anger, frustration or trying to intimidate, but that same human nature will have the recipient feeling less than compelled to continue with a conversation. And I didn't say they couldn't help or wouldn't help, they still will as it is their job to do so. I may not have WANTED to do anything, I still did because it was my responsibility. But I am sure there is nothing at your job you don't want to do but do anyway...

Jon