Bad customer service = no loyalty!

[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!!!!

[2010 SSRS]

wow, that's not good to hear

[Epitaph]

Ever heard of 1st come 1st serve? Would you want the same thing if you went to a fast food joint to order a #1 while a family of 10 were in the middle of ordering?

They aren't obligated to do anything for you just because you have to "have it now".

[radz28]

Originally Posted by Epitaph

Ever heard of 1st come 1st serve? Would you want the same thing if you went to a fast food joint to order a #1 while a family of 10 were in the middle of ordering?

They aren't obligated to do anything for you just because you have to "have it now".

While I can see both points, it doesn't take much time for the service advisor to drive the car back to the forman, or even have the forman come up front for a quick look. Admittedly, this seems to be somewhat normal, because I've received similar treatment in other situations

[DevilKnightFalcon]

Originally Posted by radz282003

While I can see both points, it doesn't take much time for the service advisor to drive the car back to the forman, or even have the forman come up front for a quick look. Admittedly, this seems to be somewhat normal, because I've received similar treatment in other situations

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.

[v6sonoma]

I agree they could have taken two minutes to give you an idea of what and when a possible fix could happen. That said if someone needs a new transmission put in and they were there first. You can wait with little impact to your day to day life. And yet again my dealer would have fixed it or at least looked at it ASAP. So yeah. They were doing a crappy job of service towards you. You could always go to a different dealer.

[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.

[BackinBlackSS/RS]

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 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.

[Crowley]

No doubt that should have took a minute and look at it .. stuff like this is ridiculous and definitely lets you know where you stand with dealerships like that .. Unfortunately this seems to be more of the norm from domestic car dealers ..

Crowley

[Stormyone]

I always call before dropping in.... saves everyone's time... mainly mine.... If they schedule an appointment for me I expect that they honor it and that I don't get the short end of the stick because someone else who did not have an appointment just "drops by."

[warcopwife]

Originally Posted by Jophiel

Oh yah. That dealership should have dropped everything they were working on to help little miss princess because little miss princess gets WHAT she wants WHENEVER she wants and the whole universe revolves around her.

Get a clue.

Wow! It's been along time since anyone called me a princess! Nice to know that there are such supportive people on this forum that understand I just needed to vent! It's great that people like you, Jophiel, are here for us "clueless" forumers to help us "see the error of our ways."

So glad that another dealership in our area was willing to see my husband this afternoon to take a quick peak under the seat and let us know what we are dealing with. Sorry if it causes anyone to have to wait 2 minutes while they look at it!

[radz28]

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.

You're totally correct. However, if it takes two minutes to verify a visual problem, that can go a long ways with a customer. Working at dealerships and bodyshops, I can tell you that gets appreciated. However, too much of that traffic is definately not going to allow for high productivity. How often does that really happen though?... It'd have to be a perfect storm.

Originally Posted by v6sonoma

I agree they could have taken two minutes to give you an idea of what and when a possible fix could happen. That said if someone needs a new transmission put in and they were there first. You can wait with little impact to your day to day life. And yet again my dealer would have fixed it or at least looked at it ASAP. So yeah. They were doing a crappy job of service towards you. You could always go to a different dealer.

I've worked at dealerships that would take that time. That was a long time ago, and these guys were always busy, however, for something that seems pretty small, like this particular situation, I don't really see the big deal with looking at it. I know that in dealing with the dealership I'm using now, that everything has to go through the shop with an RO, so maybe things have changed since I've been at the dealership

Originally Posted by Chief Blackhawk

Its a business and they run a shop like any other shop. If you would of called first and asked them, then you would of saved yourself a trip. Makes sense to me. No loyalty LOL.

That's another good point. I've never, personally, gone to a shop, withouth a call at least, and expected service. It would seem it shouldn't have been that big a deal in this situation, though This is a good point, though.

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.

That's a dealer I'd go to, also

[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?

[Stormyone]

Originally Posted by Chief Blackhawk

Why does camaro5 delete all the good posts?

probably to keep flame wars to a minimum?