Bad customer service = no loyalty!

[Lauryn200]

Originally Posted by warcopwife

So, my husband took our Camaro in the the dealership, NeSmith Chevrolet in Hinesville, GA, to ask them to look at the driver side seat that is coming apart underneath. He was told by the service department that he would have to bring it back next week! They would not even look at it!!!! And when the hubby called to talk to the General Manager, Mike Reed, he told my husband that they were really busy today. It would have taken the service department 2 minutes, 2 freakin' minutes, to look under the seat and go, yup, theres a problem, or nope, it's an easy fix! NeSmith Chevrolet just lost a family of customers!!!!

If it was early enough in the morning,you should have just brought it in.
Nine out of ten times the service dept will tell you,it will be awhile but they can squeeze you in,I'm sure they would have.

Most dealerships go by appointment or walk-ins

Phone calls is a waste of time...

[Sevn86]

Originally Posted by motorhead

They should of looked at it. If it's a tear or stitching coming apart, the service manager could have looked at it him self and taken the right action. This is what you call customer service. It isn't like the op was asking for an oil change or a service. I'm glad a have a dealer that goes above an beyond to take care of my needs. I have to say my dealership is the biggest reason why I buy GM cars and trucks. If their service ever went away I would start brand shopping.

Ya same with my dealer Classic Chevy of SugarLand is great!

[Steve Dallas]

Sorry...I've got to side with the shop on this one. It sounds like they were busy. I -always- call ahead and make an appointment with dealers.

[Maxhenry]

Originally Posted by rmpackers

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

Hmmm, funny you say that. I have been going to the same doctor for years, and whenever I call, she "fits me in."

That's why I have been going to her for more than 10 years.

See the moral of the story?

[Russo]

the other side of this would be like me, where, you call the dealership and tell them exactly what you need.. they say, no problem i gotta order the parts be here thursday... show up thursday morning, drop vehicle off, 4 hours later they call and say the part needs to be ordered... order parts, call, come in and drop off a week later and they ordered the wrong part... they say their gonna order the right part, but never call back.... over 6 weeks and counting to try to fix a seat bolt... i don't expect them to call..

being in the service industry works both ways.. the customer and business needs to be respectful of each other... i can tell you stories over the past decade of impatient customers who make their situation worse by going off the deep end... i can tell you from my experience, a customer that has an attitude like the OP either cannot afford the car or regrets the purchase of the car, and ultimately has nothing to do with the length of time it takes to perform the work..

[warcopwife]

I gotta say, this has been mighty amusing. I was a little ticked and wanted to vent, but after being called impatient, a princess (still my personal favorite), and irresponsible, I'm wondering what the point was. This dealership had it's 3rd strike today, just for the record. Thank goodness for Camaro5, which kept me informed of my order last year from day one ordering to the day I picked it up (couldn't get that information from the dealership), and then I told them that they may not put their stickers on my brand spankin' new car (and guess what, they did it!), so...this is their 3rd strike and their out! Seriously though, the personal attacks on my mental state, my financial status and decision making skills...mighty amusing!

[68/2010]

Originally Posted by motorhead

They should of looked at it. If it's a tear or stitching coming apart, the service manager could have looked at it him self and taken the right action. This is what you call customer service. It isn't like the op was asking for an oil change or a service. I'm glad a have a dealer that goes above an beyond to take care of my needs. I have to say my dealership is the biggest reason why I buy GM cars and trucks. If their service ever went away I would start brand shopping.

Have to agree. The Service Manager could have taken a minute to look at the problem. And handle the problem alittle better.

[motorhead]

Originally Posted by Shuffler

I'm wondering why all these folks don't have businesses of their own. Think of all the service we'd get. No matter how busy and what work has to be done by the end of the day to meet schedules. No matter how many or how few employees are available to meet that schedule..... they could drop everything to look under a seat.

Won't take 2 minutes though. Not even close. Unless you only consider starting the timer as he is about to bend down to take a look and then stop said timer as he stands up.

I can understand you being upset... but sometimes we have to stand back and look at the big picture.

I do have a business of my own in the service business. I didn't make it for over 20 years by not knowing how to treat people. I takes a little more effort to provide good service and your day might not always end in eight hours, but it pay large dividends to go the extra mile.

[BackinBlackSS/RS]

Originally Posted by warcopwife

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!

See now that would make me mad as well. Well, I hope it all works out for you. You also have a great week.

[BackinBlackSS/RS]

Originally Posted by motorhead

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.

Well you said to look at it and then order parts etc. That will take a fair amount of time to get that all straight. Time that they seemingly didn't have, but then come to find out people were sitting around eating donuts. So yeah, they should have looked at it and got it already for when she brought it back.

[oldchevyguy]

Originally Posted by warcopwife

I gotta say, this has been mighty amusing. I was a little ticked and wanted to vent, but after being called impatient, a princess (still my personal favorite), and irresponsible, I'm wondering what the point was. This dealership had it's 3rd strike today, just for the record. Thank goodness for Camaro5, which kept me informed of my order last year from day one ordering to the day I picked it up (couldn't get that information from the dealership), and then I told them that they may not put their stickers on my brand spankin' new car (and guess what, they did it!), so...this is their 3rd strike and their out! Seriously though, the personal attacks on my mental state, my financial status and decision making skills...mighty amusing!

Amusing isn't quite what I would have said, amazing would be more appropriate IMO. Amazing that so many who posted obviously didn't understand you were(1) venting , (2)not looking to get the problem fixed right this instant and (3) wanting to get the problem looked at and schedule an appointment to get it fixed. I usually don't call for an appointment to have a service writer listen while I describe the problem and schedule a date to have a mechanic check it out to see what's needed to fix it. That's what service writers get paid to do and I've never had a single one say they didn't have time to record the problem and schedule an appointment. Many a time I've waited until a service writer was finished with another customer and have always gotten a yes sir how can I help you. It's a real shame that so many dumped on you because you expected to get the service that the folks you talked to weren't willing to give even though they were getting paid to do so.

[djsnoflake]

I always phone ahead and describe the problem and it seems to work fine for me. Even get your service guy's (I always only deal with 1 advisor to build a relationship) email, and email him some pics of the problem, along with a description. This way they see the problem and can get ready for it

That's what appointments are for?

[firestone_ss]

i do this kind of work for a living and i can tell you this,you walk in my door and were going to take care of you today not next week,im so thankful dealers are still acting this way it keeps me very busy,i can flag 80 plus hours a week because we never refuse to look at anything,sounds like this dealer is still trying to work like its still 1975,there are plenty of dealers who have brought the job into 2010 keep looking and dont look back,on a side note i had the same issue with my car and it took no more than 5 minutes to put a couple new clips in

[LookingGlass]

Originally Posted by firestone_ss

i do this kind of work for a living and i can tell you this,you walk in my door and were going to take care of you today not next week,im so thankful dealers are still acting this way it keeps me very busy,i can flag 80 plus hours a week because we never refuse to look at anything.

+1
I'm in the automotive service industry as well. Even if we are absolutely booked up and 2 deep in the bays, we will still take a couple of minutes to walk out to your car and see whats going on. A happy customer is a repeat customer