Bad customer service = no loyalty!

[motorhead]

Originally Posted by BackinBlackSS/RS

If I couldn't get an appt. until next week, then I would make the appt. What difference is it if they look at it. They can't do anything til next week. I'm not saying your wrong, but I would not have been upset at all. I would just bring it in next week.

I'll tell you the difference as I have been in the situation many times before.
If the service manager or a counter guy would have taken two minutes to look at it , then they could have ordered a new seat cover or set it up for a interior guy to look at next week when they can look at. Now they'll take it out next week, look at it for two minutes only to tell the op that they need to order a seat cover or have an interior guy fix it. Then they'll have to bring it back to get the work done. I guess I'm the only one that can see where the op is coming from.

[radz28]

Originally Posted by motorhead

I'll tell you the difference as I have been in the situation many times before.
If the service manager or a counter guy would have taken two minutes to look at it , then they could have ordered a new seat cover or set it up for a interior guy to look at next week when they can look at. Now they'll take it out next week, look at it for two minutes only to tell the op that they need to order a seat cover or have an interior guy fix it. Then they'll have to bring it back to get the work done. I guess I'm the only one that can see where the op is coming from.

THANK YOU!!! I'm with you! IF, it only takes a visual for them to confirm a problem to order a part, why not do it?

[Stormyone]

Originally Posted by motorhead

I'll tell you the difference as I have been in the situation many times before.
If the service manager or a counter guy would have taken two minutes to look at it , then they could have ordered a new seat cover or set it up for a interior guy to look at next week when they can look at. Now they'll take it out next week, look at it for two minutes only to tell the op that they need to order a seat cover or have an interior guy fix it. Then they'll have to bring it back to get the work done. I guess I'm the only one that can see where the op is coming from.

Nope you are not.... I understand the OP perfectly.... I also understand that the service guy has the option to take time to look, or opt not to look and tell the person to make an appt... Its a 50/50 shot... which is why I always call first....

[warcopwife]

Originally Posted by ravensjeff

My service advisor would have come out of his office and looked at it just to confirm the issue. But I wouldn't have driven up there and asked about it without calling them. You didn't expect them to sew up the seat on the spot, did you?

We were for sure not looking for an on the spot fix, just looking for a quick peek to see if this was gonna be a problem that was going to require a more extensive amount of time.

[rmpackers]

Originally Posted by DevilKnightFalcon

Yea but if they did that for EVERY car someone brought in the scheduled work they already had would never get done. If you have ever worked in the service industry you have to understand there is only so much time in a day and yes the rule is first come first served. How mad would you be if you had scheduled an appointment and were waiting on your car and the technician kept leaving to go look at other people's cars? This is why I always call ahead and schedule an appointment with my dealer because I know there are days when they get insanely busy.

Ever call the doctor's office and demand to be seen the same day?

[Berean]

It's just SOP nowadays to call first and make an appointment if necessary.

That being said, I think it would be good business to take 5 mins to look at something in the interest of customer service.

Car dealerships (as is much of the "service" industry), are populated with jerks who have no business interacting with customers, so I don't doubt for a minute that they were probably rude to the OP.

[BackinBlackSS/RS]

Originally Posted by motorhead

I'll tell you the difference as I have been in the situation many times before.
If the service manager or a counter guy would have taken two minutes to look at it , then they could have ordered a new seat cover or set it up for a interior guy to look at next week when they can look at. Now they'll take it out next week, look at it for two minutes only to tell the op that they need to order a seat cover or have an interior guy fix it. Then they'll have to bring it back to get the work done. I guess I'm the only one that can see where the op is coming from.

I agree, but if they were gonna do all that, then that is totally different. I was thinking more along the lines of "Okay, let me see what you got. Okay, yeah I see the rip. Bring it back next week and we will take care of it." If they tell you they are very busy, I don't see them doing all the stuff you mentioned with them being so busy.

[Stormyone]

Originally Posted by rmpackers

Ever call the doctor's office and demand to be seen the same day?

Or drop by the Doctor's office and ask to be seen in between patients? It ain't happening.....

[motorhead]

Originally Posted by Stormyone

Nope you are not.... I understand the OP perfectly.... I also understand that the service guy has the option to take time to look, or opt not to look and tell the person to make an appt... Its a 50/50 shot... which is why I always call first....

I do agree it never hurts to call first. That's the no,no on the op's part ,but the fact is they didn't and it is something that only needs a visual inspection by the dealer to start a course of action. So for me, they should have stepped up and taken care of it. That kind of service goes a long way. I've been in business for over 20 years and I can tell you, it's the little things that make people stay.

[BackinBlackSS/RS]

Originally Posted by motorhead

So for me, they should have stepped up and taken care of it. That kind of service goes a long way. .

Not going to argue with that.

[warcopwife]

Originally Posted by BackinBlackSS/RS

I agree, but if they were gonna do all that, then that is totally different. I was thinking more along the lines of "Okay, let me see what you got. Okay, yeah I see the rip. Bring it back next week and we will take care of it." If they tell you they are very busy, I don't see them doing all the stuff you mentioned with them being so busy.

That's just what the hubby said! He would have been perfectly happy if they had taken a look and said, yeah, we need to delve into that a little further....let's make an appointment. I think that what has us so mad is the service department employees sitting there behind their desks eating their morning pastries and can't set the donut down to take a glance? Literally, sitting at their desks eating donuts!

Oh well, I think I've taken enough abuse today for venting on this subject. Have a great week!

[tradosaurus]

Originally Posted by rmpackers

Ever call the doctor's office and demand to be seen the same day?

No, but I walked out of a doctors office when I was after 15 minutes had passed after my scheduled appointment.

[clg_98ta]

Originally Posted by warcopwife

We were for sure not looking for an on the spot fix, just looking for a quick peek to see if this was gonna be a problem that was going to require a more extensive amount of time.

Some service managers have technical experience... others have none. Ones with no technical knowledge are hesitant to look at problems because they know they cannot give an educated guess about the repair. The techs are paid by the completed repair, so he can't ask one of them to stop working on a paying job to give a 'free' estimate. They just don't work that way.

I've has a number of service advisers speculate on what it takes to fix a problem - but their only right about half the time. I've had others that just shrug off questions relating to repair estimates. Its not a big deal - just make an appointment next time.

[motorhead]

Originally Posted by BackinBlackSS/RS

I agree, but if they were gonna do all that, then that is totally different. I was thinking more along the lines of "Okay, let me see what you got. Okay, yeah I see the rip. Bring it back next week and we will take care of it." If they tell you they are very busy, I don't see them doing all the stuff you mentioned with them being so busy.

I'm not trying to upset you, but I don't thing you got what I was trying to say.
what you said there in red is what I was trying to say. Look at, it's ripped ,okay. Then they could get prepared(by ordering parts or what ever is needed) to fix the problem next week instead of just looking at it for the first time next. Saves a trip.