How to lose customers the Ford dealer way...
05-27-2015, 06:28 AM
#31
, if I had warranty work, unless it was major engine failure, i would do it myself, I`m just that kind of guy.
05-27-2015, 01:08 PM
#32
Senior Member
The other dealer behavior that I just can't seem to fathom is dealers pleading to have you give them perfect scores on a satisfaction survey, yet they fail to even do the most basic of QA before returning the vehicle. I've literally had the 'Please give us a perfect survey' beg card placed right on top of some piece of trim not put back together properly... and the card covered in the same greasy fingerprints that were on my door and steering wheel. Really?
05-28-2015, 12:25 AM
#33
Senior Member
We had a nightmare with a GMC Acadia, roof leak on the sun roof, known issue, but it would allow water down to the computer module. All kinds of weird things documented by the dealer. 36.5K miles and closed door was letting water in when it rained, said door needed re-adjusted and we were charged. Vehicle had never been off-road. Hell had 120K on my 95 F150 and some hard off road miles and never needed doors adjusted. GM and the dealer were horrible, I am done with GM for a long, long time. They definitely had quality issues.
Problem is multifaceted. I see the same in the HVAC service industry.
1. Techs are pushed to hurry up and get it done. Faster to change parts many times than to diagnose, then along with that #2.
2. Get kudos from management for selling more parts.
3. Rarely get kudos for taking extra time to figure out the problem, even if you make a major find.
4. Unfortunately many techs tend to be parts changers and not troubleshooters. Well if it doesn't say it in the flow chart then it can't be the problem....what do you mean the flow chart didn't account for that added situation?
5. Computers/PCB's etc. tend to scare people. If they can't plug in and get the answer then there must be nothing wrong. The black box/voodoo mentality. Don't really know what it does, but if it says nothing is wrong then all is working fine....
6. Most of the time getting the story 2nd/3rd hand. While I understand that not all techs should be in front of the customer, many times trying to relay the information thru the Service Adviser is challenging. Typical Service Adviser tries to get down information as fast as possible to move on to the next customer. I've had to tell the Adviser(s) numerous times, no put it down this way.
7. Pay structure typically sucks for the tech, there's little to no added pay for taking longer to figure something out, then see note 3.
I am sure there is more...
Problem is multifaceted. I see the same in the HVAC service industry.
1. Techs are pushed to hurry up and get it done. Faster to change parts many times than to diagnose, then along with that #2.
2. Get kudos from management for selling more parts.
3. Rarely get kudos for taking extra time to figure out the problem, even if you make a major find.
4. Unfortunately many techs tend to be parts changers and not troubleshooters. Well if it doesn't say it in the flow chart then it can't be the problem....what do you mean the flow chart didn't account for that added situation?
5. Computers/PCB's etc. tend to scare people. If they can't plug in and get the answer then there must be nothing wrong. The black box/voodoo mentality. Don't really know what it does, but if it says nothing is wrong then all is working fine....
6. Most of the time getting the story 2nd/3rd hand. While I understand that not all techs should be in front of the customer, many times trying to relay the information thru the Service Adviser is challenging. Typical Service Adviser tries to get down information as fast as possible to move on to the next customer. I've had to tell the Adviser(s) numerous times, no put it down this way.
7. Pay structure typically sucks for the tech, there's little to no added pay for taking longer to figure something out, then see note 3.
I am sure there is more...