Issue with dealer, what would you do?
12-24-2016, 10:51 PM
#1
Issue with dealer, what would you do?
My '16 XLT I bought a month ago has the old XM radio antenna that cuts out (that there's an SSM for). Last week I called the dealer on Saturday, they told me they had 3 antennas in stock after I explained them the situation and gave them the SSM number.
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
12-24-2016, 10:57 PM
#2
Senior Member
Call your salesman. Have them follow up for you.
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digitaltrucker (12-27-2016)
12-24-2016, 11:14 PM
#4
Senior Member
Also, wait for their survey to come to your email, fill it out and mention the service that you have received. I did that for an issue where the service department had me sitting around like that for 2.5 hours and then told me they didn't have the parts on hand. I got a call right away after filling out their survey, bet it dropped their rating a little because they sure were bending over backwards to correct the situation after that. Great service ever since as well. They remember me and know that I will voice my displeasure.
Good luck
Tom
Good luck
Tom
12-25-2016, 06:32 AM
#5
Senior Member
If one is available, go to another dealer.
12-25-2016, 11:02 AM
#6
Senior Member
My '16 XLT I bought a month ago has the old XM radio antenna that cuts out (that there's an SSM for). Last week I called the dealer on Saturday, they told me they had 3 antennas in stock after I explained them the situation and gave them the SSM number.
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
I told them I could have it there Monday at 8am and they said it would take 2 hours. Fast forward to 10:30 on Monday and after sitting there for 2.5 hours they told me they indeed didn't have the antenna on hand. So I sat there for 2.5 hours for nothing... I complained to the manager and he told me no one had it and the best they could do is emergency order it over night. After voicing my displeasure with the manager I told them to please go ahead.
I left and called my wife about dropping the truck off tomorrow. She said she had a free window from 11-1:30. I called them back to see if they would have the part in the morning in time. The parts guy assigned to me this entire ordeal told me he would check with the tech and call me back in an hour. No call back since Monday... what would you do?
I understand your frustration, there's nothing worse than poor communication.
Can you please post the number and details of the SSM for this antenna problem ?
Thanks
12-25-2016, 11:19 AM
#7
Senior Member
Email the GM if you can find his info. Explain what happened.
You should have not called the Parts guy at all, nor be dealing with him. You have a TSB. You should have called the Service Manager, had him look up the TSB, and make sure that he had the parts necessary to perform the TSB on your vehicle. Onus would have been on him, not on your interaction with Parts.
You should have not called the Parts guy at all, nor be dealing with him. You have a TSB. You should have called the Service Manager, had him look up the TSB, and make sure that he had the parts necessary to perform the TSB on your vehicle. Onus would have been on him, not on your interaction with Parts.
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12-25-2016, 11:56 AM
#9
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TeamTee (12-25-2016)
12-25-2016, 01:19 PM
#10
Email the GM if you can find his info. Explain what happened.
You should have not called the Parts guy at all, nor be dealing with him. You have a TSB. You should have called the Service Manager, had him look up the TSB, and make sure that he had the parts necessary to perform the TSB on your vehicle. Onus would have been on him, not on your interaction with Parts.
You should have not called the Parts guy at all, nor be dealing with him. You have a TSB. You should have called the Service Manager, had him look up the TSB, and make sure that he had the parts necessary to perform the TSB on your vehicle. Onus would have been on him, not on your interaction with Parts.