Bad customer service = no loyalty!

[motorhead]

Originally Posted by warcopwife

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!

As you can see I agree with you 100%.(unless you didn't read my post)
I would have been upset also.

[Ronn]

Since everything has gone on with GM, a lot of dealerships have closed leaving other ones to pick up the slack. I know in my area, things like rattles and this seat issue would definetely get put on the back burner as they do not affect the driveability of the car. Bringing it back next week isn't that bad, I would have made the appointment.

Having said that, it's common courtesy to always give a call. That way the person you talk with in service will be able to give you an exact time to drive it up for a peek. I realize you're just venting but I wouldn't stop going to that dealership just because of this incident. He was obviously really busy.

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?

+1

Originally Posted by 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

I have a Toyota and the service is terrible. I will never buy again. But don't get me started haha!

[motorhead]

Originally Posted by Chief Blackhawk

Look at the $$$ point of it. A mechanic is going to get paid to check out the problem, by them not booking you, you would shaft over someone whos job is to look at car problems.

I think you have a lot to learn about the service world. This is the kind of problem that the service manager or a counter guy could have taken care of without getting a tech involved until it was time to really make the repair. This cost the dealership zero dollars because the counter guys gets paid the same no matter what their're doing. I can't understand why anyone would be sticking up for the dealer in this one unless you are one or work for one. Either way it was wrong.

[Globemaster]

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.

Originally Posted by radz282003

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?

Just a point: If the service manager took a quick look and did not see what was really wrong or that more work was need then just a new cover. I will bet the OP would have been even more angry about having to wait a week for parts just to find out there was more to the problem then could be seen with just the quick look under the seat.

Just my opinion

[rodscamaro]

I always make appointments before bringing my car in. It saves a lot of hassle!!!

[ravensjeff]

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.

I do understand. Problems like this may involve keeping the car for awhile or replacing the seat. I am kind of surprised that the service advisor didn't atleast make an effort to take a look. At Fox Chevy, you pull right up and the service advisors are 2 feet from your car. Very convienient set up. Good luck with the repair.

[J4R3D]

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!!!!

You should have made an appointment if you knew there was a problem. Service departments are busy and the tech's don't have time to leave the job there working on to come look at your seat.

[motorhead]

Originally Posted by Globemaster

Just a point: If the service manager took a quick look and did not see what was really wrong or that more work was need then just a new cover. I will bet the OP would have been even more angry about having to wait a week for parts just to find out there was more to the problem then could be seen with just the quick look under the seat.

Just my opinion

I'm not the op and don't know the type of person they are ,but If that were the case then it would be same on them. That still doesn't negate the fact that the dealer should have taken a look anyhow.

I can see now why customer service has gotten so bad in this country. It's because there seems to be more people willing to live with bad service so I guess the dealers figure they won't provide it.

[warcopwife]

Here is what it looks like...

[BozFour]

Yea that's a pretty obvious you need an appointment thing seat looks like it needs some work. but i personally call before i come, like today i had a headlight out i called they had the part ready, put it in and i was gone in 20 minutes.

[warcopwife]

The other Chevy dealership in our area is looking at right now to determine if it's gonna be a seat replacement or cover replacement. Thank you, NeSmith In Jesup!!!

[Globemaster]

Originally Posted by motorhead

I'm not the op and don't know the type of person they are ,but If that were the case then it would be same on them. That still doesn't negate the fact that the dealer should have taken a look anyhow.

I can see now why customer service has gotten so bad in this country. It's because there seems to be more people willing to live with bad service so I guess the dealers figure they won't provide it.

lol people willing to live with bad customer service.

The way you make it sound is dealers are all foul and disrespectful.

I don't live with bad customer service. I also don't expect to drive up to a dealership and get help now. I call and if they can look at the problem I take it there and if they can't I make an appointment.

The problem is not always Bad customer service.

This great country has become a large majority of people that want it NOW.
It’s a (me first mentality) and as cheap as you can get it.

I can bet that more then 50% of people when they do get that all so rare great service never go the the owner/manager and tell them about their great employ that did the job right and above standards but people line up to complain about the time it takes to get service or that service was bad.

[bigearl]

I understand the OP's point, but on the other side of that, I've been in the situation where you have a bunch of appointments booked. Then 1 person after another shows up and asks you to take a look at something "real quick" (it never takes just 2 minutes btw- figure 10 minimum-they want to discuss it, or you have to look up parts, etc). 5 people show up in a day to do that and you've taken an hour or more. Now you are in serious jeapordy of failing to get an appointment completed on time.

It is very bad customer service to fail to complete an appointment by the time you promised. I'd much rather disappoint the walk in then the person who booked an appointment and is expecting to pick up their vehicle at a certain time.

[radz28]

Originally Posted by bigearl

I understand the OP's point, but on the other side of that, I've been in the situation where you have a bunch of appointments booked. Then 1 person after another shows up and asks you to take a look at something "real quick" (it never takes just 2 minutes btw- figure 10 minimum-they want to discuss it, or you have to look up parts, etc). 5 people show up in a day to do that and you've taken an hour or more. Now you are in serious jeapordy of failing to get an appointment completed on time.

It is very bad customer service to fail to complete an appointment by the time you promised. I'd much rather disappoint the walk in then the person who booked an appointment and is expecting to pick up their vehicle at a certain time.

Great post.