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

I hit the delete button and don't bother with them.

 

Thank you, I will give them a try.

 

My annoyance is that every time I buy something, go somewhere, whatever, I get hit up to do a survey. If that's how you like to give feedback, go for it. Personally, if you're good to me, I'll give you word of mouth advertising whenever I can; I'll get on your Facebook page or Google and sing your praises. If the experience is ho-hum, I may or not be back - as long as you aren't a dick and do the work, I'll be back. If the experience is terrible, I'll contact the company with a complaint. But I'm not gonna fill out a survey when I can tell you or your manager that your service was lacking, and see if you'll make it right. And if you won't, you won't see me again - if I'm out some money and you were a prick, the complaint gets called in and I won't be back.

 

I haven't had my truck in for service yet but the salesman and the contract writer both hounded me about giving them all 10's when I get the review. They asked me at least 5 times each if I was happy with them and their service. You feel bad if it effects their pay, its apparent they try but if you don't feel they did everything possible, how can you give them high marks on every question? Now they hold customer hostage bu telling you they don't want you as a customer?

When I bought my BMW I answered truthfully. Mostly high marked but they missed a few key points. The sales manager called me a week or so after I sent in the review and questioned me. I felt like I was being attacked or something. This review was sales, not service. He told me I cost the dealer $10,000 for my negative comments. My sales person was not there a month later when I called to talk to her. Online reviews are worthless in my opinion. Follow up in person if you want to hear the real story. A negative comment can sometimes be explained away. Oh and now my service at BMW isn't great. Need an appointment a few days or a week out. Call backs are rare to get service updates. It sucks for the customer.

 

I agree about online reviews. My local Toyata D has horrible reviews except for one 5 star review and that was the service manager writing a review on his own service department. Only way I knew it was this asshole was he used his name at the bottom of the survey and I had dealt with him several times in the previous weeks.

 

Surveys are corporate america's attempt at bridging the gap between the customer and them and it doesn't work and will never work. If they got rid of the corporate end and actually paid their techs good money, trade in the useless service writers who don't know a tire from a rim for an actual mechanic in that could give an accurate assessment right then and there we would all win.

The problem is the profits are spread too far, the corporate end has to go. For those that believe that the corporate idiots are required for a business of this size to work are just plain wrong.

 

Pick your poison here, because other places call you for surveys. My wife's old Honda dealer would call. Perhaps it was a dealer driven thing and Honda had nothing to do with it, not that it matters much, because I'd much rather sit on (another) conference call and fill out some survey online than be called for my feedback.

And as for the 10 is 100%, 9 is 90%, 8 is 80%....0-7 all count as 0%, I'm OK with that. If it was your company would you be thrilled paying your employee 100% when they yield a 70% satisfaction rate? It sucks, but customer service is a stanky bitch.

OP, you did the right thing. The theory "when asking questions you better be prepared for any answer" is right on point here. Surveys are no different. They ask, we answer. If they don't like it the feedback oh well. The truth hurts.

 

Tell the sales advisor to take care of the mechanic not fixing your truck. If he wants a good score then ensure there are good mechanics working there first.

Last 2 times our TSX went to Acura dealers for recall repairs, we got the car back with grease and stains on the interior. Both times they got poor surveys, reported to Acura, and the initial one got their FB page hammered as they were non responsive to address the stains. Part of the reason I avoid dealers and do things myself.

 

For some reason I don't get surveys anymore after the last one i replied too I pissed off a lot of people with their stupid shit.....

 

Lol, that's part of why I got out. It was a GREAT college job, as I was making excellent money for a student. Granted, I worked 5 days a week, but not many 21 year old guys in college could be making 30-40k a year. After college, I had no desire to stay in the business. I had a couple dealerships offer me an advisor position (I was our top advisor, some dealerships looked to recruit from the little guys) and I had ASE certification, but I didn't want to make a career of it.

I had no problem with giving up commission based on satisfaction. I only had it withheld once and got it back 2 weks later, which made for a nice paycheck lol. I just took issue with 0-7 counting as 0%. That't not a "true" satisfaction percentage unless everything is correlated with its actual percentage. If everything correlated IE 5 is 50%, 6 is 60% etc, and I was sitting at 65%...that's on me.

 

Seriously? Dealerships are corporate America.

 

Given that 0-10 are the options, the metrics are there for the true percentage, you just worked under a masked scale that didn't reveal the underlying numbers. So it was slanted against you I suppose looking at it like that.

 

You ever notice some service advisors walk away from their desks when you show up? The smart ones would if you're a regular customer. :/

 

I will say, I'm almost embarrassed to drive into my dealer. I've been there 8 times trying to get my windshield spray nozzles to not spray the cowl. It's on its third cowl, and still not fixed. For some reasons the clips on the cowl keep breaking, and it pops up and interferes with the spray. Toyota has been no help to the dealer, and the poor tech said he's going to get hammered for not fixing it.

The tech, service rep and I, walked the lot and tried 10 new trucks, and none had the issue.

Santa Cruz Toyota and my family go way back, and they have been awesome throughout everything, but I'm starting to feel like I'm going to get someone in trouble.

I personally think there is something wrong with the way my cab is manufactured, and it is off just enough to keep breaking the cowl clips.

The lady at Toyota Expierence sounds like she is hammering the dealer. Not sure how that works between the dealers and Toyota Expierence.

I guess I'm a Toyota fanboy, normal people would probably be pissed at 8 trips to the dealer for the same issue. It's miner though, and everything else about my truck has been awesome.

 

Patience will get you more than the short tempered customer. Good for you for being a good customer. Sounds like they're trying to fix the issue.

 

Totally agree. If you're in the customer service business and can't do your job or just don't like dealing with every type of personality on the planet, find a different job. Nothing worse than an employee who doesn't care about helping any customer get their issues resolved to their satisfaction. I'm not saying the customer is always right but I am saying the employee isn't always right either. And in today's world, service sucks more than not.

 

I had the same spring squeak. After the dealer couldn't reproduce on a day it wasn't squeaking for some strange reason, I eventually tried spraying Marvel Mystery Oil lube between the leafs. It's been over six months, and not a single squeak. I can live with an occasional spray session if keeps the squeaks away.

 

I sprayed it in October and it hasn't returned yet... if 2 minutes of spraying, every 7-8 months, is all it takes to get rid of a squeak.... it ain't an issue. Hell, my joints make more noise than that squeak did.

 

Yes they are but they don't have to be.

 

8 times, if the tech can't figure out whats going on by now then he should be let go or he's installing it wrong.