"Your Recent Service Experience" Emails.. Mad service advisor

So I brought my truck into 1 dealership for passenger side leaf spring squeak. They performed the TSB to clean the silencer pads, all 5 of them. I work 70 hours a week and they made me pay $35 for a rental and they won't ever cover rentals. When I got my truck back the second I sat in it I heard the same exact squeak and it was unfixed. They asked when I'd like to bring it in again... I just spend $35 on a rental and nothing got done! So throw another $35 at it?!? I wasn't happy but in no way blamed the advisor.

I also brought it to another dealership to have another tech look at it. This time I went straight to manager and talked to him about it and he agreed the truck shouldn't do it and it needs to be fixed. No appointment or anything had me out the door in an hour performing the TSB again. He told me while truck was in the shop for sure cleaning them won't fix it and he is emailing the regional rep. He called back today and said Regional rep said nothing else to be done and live with squeak.. I'm about ready to trade this thing in!

Ok lets rewind some.. After dealership #1 you get the emails "Your Recent Service Experience" Please do our survey blah blah.
So I rated advisor top on everything. I down rated amenities, and wrote need more choices for rentals and provide free rentals for people that have repeat problems not being fixed. They only offer Corolla and Camry for rent and they are $35 either way, I just wish they had more choices like dealership #2 or the #3 dealership I go to. (4 dealers all in close range that are Toyota only dealers.. Imagine the competition...)
I also rated down "Was your issue resolved if you came in for repairs?". I rated that no and in the comment I even wrote it made the noise the second it came out of the bay.
Also in the comments I rated the advisor well and said he is a great advisor and super helpful I just wish the techs would solve my issue.

Long story short.. Advisor called me today saying if I want him to keep serving me I can't leave bad surveys because they base their pay on it.. I don't know if I can believe that.

So question....
1. Do they actually rate their pay on survey responses in Service?!?!
2. Even if I have a bad experience with issue not being fixed am I not suppose to do the survey then??


Anyways, I just feel its crazy if I rate down amenities it hurts him. Also I made a case with Toyota Corporate over the passenger side leaf spring. It's so horrible now. Used to be minor, now it constantly does it. Everytime I get in or out of the truck I hear it, any bump I hear it, and down the street at low speed I hear it. Even when I throw a box in the bed I hear it. Barely moving the truck at all makes it squeak.. Making me mad!

PS: Not bashing the Tacoma.. Just wondering about these emails.


Also, Am I asking too much for them to cover the rental when 3 repairs have been attempted to the leaf springs? Even if they discounted it from like $35 to $10 I'd be happy.. But come on $35?!?! I've spent $70 trying to get leaf springs fixed already.

 

Yes, a lot of places base the advisors pay off customer surveys. Unfortunately for the advisors they often get dinged for things that are beyond their control.

The same way us flat-rate techs lose money when service advisors don't do their job correctly. The system works best when everybody works together as a team, and tries to make customer satisfaction #1.

 

Seems just going to the other dealer would be easier, rather thaneasting energy over this tomato head.

 

"I can't leave bad surveys because they base their pay on it."

If I ever heard that, I'd go ahead and leave the asshole the lowest possible ratings across the board. Don't want shit ratings? Don't provide shit service.

Don't like having ratings affect your pay? Find another job.

 

If he does not like bad reviews then he should do more. I say tough shit for him. He should quit if he does not like it.

 

I'd quit. I have horrible people skills. This asshole doesn't realize he is in the wrong line of work. I'd be all like "oh? That squeak? You're worried about THAT? What's that you say? You spent how much on a new truck and it shouldn't squeak? That's nice dear. Welcome to the real world of mechanical things and other things that affect them. Go get a cheeseburger and call your mom" then I would get a low rating obviously. And someone with a higher pay scale would bitch at me and remind me I get paid based on what other people think of the service. But I totally would not call a customer out on their review of my performance something something trailing off here

 

Sometimes I think car dealerships follow the Dick's restaurant business model. Anyone ever been to Dick's will know what I'm talking about.

 

The new norm at all stealerships is to have you just keep coming back at your own inconvenience. If they would JUST DO THEIR JOB the first time everyone would win but the system is poor at best and full of incompetent people "trying" to make it work. Whatever their system is, they created it and force us to live with it.

I called up two dealers in town to see if I could just swing by and have them reset my TPS. Both of them required an appointment and told me I had to either drop it off or wait for a couple hours LOL. Discount Tire did it in like 5 minutes. Its this kind of BS that were sick of, fire the service writers, pay the techs more, and let me set up my own appointment with the tech after discussing the problem with him. Corporate America has ruined the car dealership experience.

 

Fill me in.

 

I'd remind the service adviser that great marks/ratings are to be earned, not given.

 

I've noticed that dealerships are a lot like the VA - you're treated like an inconvenience, and the responsibility is on you to convince them that you need help.

 

I agree totally.

 

Same here in Minnesota. I call them up and there is always drama. Last time I called them out on it and said it sounds like I'm bothering you, did I interrupt something important, if so I will call back later when your not busy because its really important to me that I have your full attention. They just ramble on how its no big deal but continue act like a neurotic fuck.

 

Similar thing happened at Chevy w/me. I said, 'well, do a better job next time' lol.

 

I think were experiencing the younger generation dealing with the shock of actually having to work for a living verses just showing up and acting stupid all day like they did in school. The concept of doing actual work that results in a win for everyone must be an older generation thing.

 

The spirit lives on in some of us I promise you. Though I can't speak for millenials. I assume there's at least 5 of them with a good work ethic.

 

Hey now.. I am 24 and work 70+ hours a week.. I do work for a living. Both are good paying jobs.

Anyways he pretty much told me if I'm going to leave bad survey he won't be my adviser anymore and its the best local place as its the closest and I don't need to drive into the city. And all the other guys in there literally suck balls.


But I mean come on 3 attempts on the same issue and they still want me to leave it again to do the TSB again. Is it too much to ask for a day rental or reduced rate?

 

For what it's worth, squeaky leaf springs on the Tacoma seems to be considered "normal" based on what I've read here and in my own experience. I also tried to have it remedied by the dealer, but got nowhere. Someday I will lift it and swap out the leaf packs. But for now, I just take the hose to them every time I wash the truck. It helps to jack the truck up by the hitch receiver; it spreads the springs out so you can spray in between.

 

I went in for the leaf spring squeak. they didnt hear it first time, lubed it up. squeaked a week later, drove it in at the end of the day and got them to confirm it...called the front bushing and ordered it..next week they put the bushing in, kept squeaking and they rush ordered a leaf pack. squeak's gone for now..