You lack an understanding of how these surveys work and impact the dealership vs the service advisor. Now if they worked the way they SHOULD WORK then I'd agree. However, my comment was about "threatening them" with a bad survey to try and get what you want.


If you have a problem with the service department or service advisor then you should address it. If your problem is with the PRODUCT then getting mad about it and putting on the survey that you were dissatisfied with the advisor and slamming them on every aspect of the survey is simply being a jerk. I've seen service advisors get slammed on a survey because the person who sold them the vehicle, at a different dealership, didn't give them something they promised...or so the customer claims. That survey cost the service advisor, who had nothing to do with the sale, money. If you think that the proper way to handle it then you are part of the problem.


Saying you're not satisfied with the product, if that's the case, is fine. Blaming a service advisor who has done all he/she can but cannot make FMC cover something they've denied is B.S.


BTW...if you think they are actually looking for your feedback you're mistaken. Find someone who actually has Ford call them and then fix their problem after a survey...I doubt you can. They send surveys out trying to use their Customer Satisfaction Score as a selling tool.

 

And you are lacking an understanding of what I'm actually saying here. And you are putting words in my mouth. I never said threaten them with anything. Threatening implies that I would be filling out the survey out of malice, or for a desire to force someone's hand, which I would not be. It would be information for the service writer to use in HIS decision in advocating for me, the customer. The OP implied that the service adviser didn't seem to care and was blowing everything off. This is a customer service issue, NOT a PRODUCT issue as you seem to keep implying that I'm talking about when I'm not.

I've worked in customer service for 20 years. I am often the subject of surveys, as are my employees and those that I train. I understand FULLY how they are misused, so let's stop with the condescension. Telling the TRUTH is not a threat.

Example: "Look I understand that I don't have an ESP, but there is a safety issue with this truck and you are giving me the choice of leaving it here with no alternative transportation OR leaving here with a dangerous truck. You haven't even asked your superiors if an exception could be made for me. I have to tell you that I feel I'm not getting good service right now and my survey results will reflect that."

That's not a threat, that's the truth. If I went home, I'd fill out a survey that said exactly what happened and I feel that the SERVICE department had an opportunity to provide EXCELLENT service by going above and beyond. I wouldn't give two cares in the world if Ford actually read it, I'm just doing my part.

Here's an example of an excellent survey opportunity and a poor survey opportunity:

Excellent: "Sorry sir, but rental coverage isn't available for warranty work unless you have an ESP plan. But, since we are asking that you leave the car with us for diagnostics and this is a safety issue, I will go talk to my service director or GM and see what we can do". Hey even if he's denied then at least he tried AND provided an EXCELLENT service to his customer.

Poor: "Sorry sir, but rental coverage isn't available for warranty work unless you have an ESP plan. You can either leave the truck with us for testing, or you can reschedule another appointment if it ever happens again."

See the difference? I'm not filling out that poor survey to be an a55hole.

 

Again, his problem IS a product problem. He did not say if the service advisor spoke to his manager or not, you are ASSUMING that he did not. But, some service managers have given strict instruction to their service advisors to say no to any request for a loaner or rental vehicle. This might have been a service advisor saying no because he didn't feel like asking, he might have said no because of specific instructions from HIS boss, or he might have asked and been told no. I can tell you for a certainty that simply reasoning with a manager about the safety concern is far more likely to get you what you want than a statement saying "I'll send in negative surveys". If they perform no repair, or if they INTERNAL the repair charge then you will not receive a survey at all.

 

Do you have an extended warranty that provides rental coverage? Otherwise I am not sure you have a right to a loaner unless the dealership offers it as a courtesy (some do some don't).

 

I am assuming nothing about this particular situation. You aren't getting that I'm speaking in hypotheticals and only in response to your original challenge that I would be using a survey as a threat. My only advice regarding THIS situation to the OP was to mention the survey if he feels that the customer SERVICE is not up to par, which would be for the OP to determine, not MagNitto or mbell. What I did do was give hypothetical examples that if I had a service writer who I felt didn't go above and beyond to provide excellent service, then I would reflect that on my survey, which is 100% what a survey is for. Your insistence is that I would be using it as a threat or in a malicious way like "all the others out there", which is not the case.

It isn't my job to know the internal politics between this guy and his management. His job is to make me want to come back. And, in my EXAMPLE, if he simply doesn't care enough to try and get me that rental for a SAFETY issue on the FIRST time I ask, then maybe I wouldn't go back, which is my choice.

Obviously, things are not set in stone, as the OP got the rental without an ESP. My measure of good service is getting that rental without having to try very hard, which it seems the second service writer did. Sounds like the second service writer deserves an EXCELLENT survey.

 

I don't - and I was wrong to assume that the dealership would offer this based on my situation (8000+ miles, $60k+ vehicle, major issue with safety concern). My wife drives an Infiniti QX80 (which was the first vehicle I've ever purchased new) and when she needs something as simple as an oil change, they'll drive to her with a courtesy vehicle, take hers to get the oil changed, and bring her vehicle back to her. I guess I just assumed that the courtesy car was a given in my situation based on the way Infiniti has treated us.

As I stated in a previous post, I am lucky enough to be provided with a courtesy vehicle while my truck is being diagnosed and hopefully fixed. I'll update again when I get more news on my truck in case anyone is interested, but for now I have to commend Ford and their service department so far!

 

I don't ever fill out the survey... I don't see the point. If you put bad stuff on it you think the dealer is going to change? They might fire the guy and then get a new one that has to learn everything over again...

I don't believe in Dealer Surveys at all... I just ignore or throw in the trash.




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Ya, think very carefully before your burn that bridge, once you do you're a marked man. Now if they truly do suck or haven't tried to resolve your problem, they might deserve it, "choose wisely."

 

Well, I might have it good where I am. I have several dealers around me to choose from. The last place I actually filled out a negative survey I just never went back. Went somewhere else and have been happy.

 

I can tell you this, they will remember you if you burn them on a survey. While the survey SHOULD be exactly what Ford tells you it's for...it isn't. There are certainly instances where a negative survey is warranted. But many customers have learned, and I'm NOT including you, that they can use these as a weapon against a service advisor or dealership. If I was going to send in a negative survey I most definitely would not return to that dealership.