Dealer 15k maintenance fraud

I haven't done a survey for Toyota yet but when I use to work in a dealer (non Toyota), mechanics/techs had our own section on where we would get dinged without it affecting the writer.

Edit: it would be kind of crappy of the survey if your entire experience at the dealer only affected the writer.

 

most places it does only affect the writer. I have never seen a technician pay plan that included CSI bonus’ so your experience is more than likely an anomoly.

if you worked in the Industry and were bonused off CSI, then I’m sure you’ve probably missed out on a 1k bonus by 0.1% because come some Karen complained there wasn’t any paper ass-gaskets in the restroom, or the espresso machine was broken that day.
Don’t ever rip anyone on a survey, ever. People’s livelihoods and their kids Christmas’ are tied to it.

 

Ok, but what would you recommend then when because of shoddy workmanship YOUR livelihood was affected because you couldn't drive your truck, like happened to me?

Five star review?

 

i still do my own maint work. oil change is easy. so is tire rotation. eff the dealer. i want the oil filter changed and the proper amount of oil put in and the tires rotated properly and the lugs torqued correctly. that is too much to ask these days which is why i say eff the dealers or anyone else unless you can find a trustworthy private mechanic which is hard to do. nobody takes pride in their work these days and its sad......all they are, are money collectors that don't do squat. ask me how i know...

 

Attitudes like this are a big reason why service departments suck.

They can get good reviews when they do good work, if they do shit work they get shit reviews. Don't want to lose the money, make sure the work is done right and don't be the typical dealer scum.

 

I agree, that's why I do my own work.

 

As a Tech at a boat dealership, my pay does not get effected based on CSI scores. Management is the ones getting the bonus and they do not share that bonus. I say do the survey.

 

exactly this!!! and i am near 50. I aspire to be still changing my tires at 76 like you!!!!! Good going!!

 

if they do their job, they get a good survey, else, will ding them. Sorry. earn your pay..

 

Can’t speak to a dealership but some surveys are for the individual that actually did the work. I prefer to be honest on them if I take the time to fill them out. Usually side towards the positive end (for the worker) if I’m torn. Most also have a comments section (typed or voice mail) at the end if it’s a general one and not specified to a specific person.

Never be negative is a bit hasty if you ask me.

 

Thats right. Most of the time the guys in the shop have to hurry because the service writer promised 20 customers they could all have thier vehicle back before lunch. They don't come out in the shop and offer to help, so why should the tech help them make a bonus? If management and the service writers would understand what happens in the shop, maybe the techs would have a little more respect for them. Unfortunately, the customers are the ones that have to suffer. Do the survey and do it truthfully.

 

you’re missing the point here son.
Who do you expect is rotating your tires and doing LOF’s at the dealership?
Master certified technicians? Nope. The same type of kids that are handing you your Big Mac.
The dude that checked in your car, wrote up your paperwork and explained everything to you, notified you when it was done isn’t the same guy that put the grease smudge on your seat, forgot to shut your hood, or the one changed your radio station.
he is the one who pays for it when you get pissed off or are unhappy tho. And he pays for it monetarily.

He’s trusting the people in the back to do their jobs correctly just as much as you are. It’s not their fault.

 

Listen, child, you can get upset about this if you want but maybe it will teach him to "trust but verify". If they do a good job, they get a good survey, if they do a shit job, they get a shit survey. It's not a hard concept.

 

But the writer is the one pushing too many vehicles through and making promises that are difficult to fulfill.

 

it sounds like you had a bad experience at work?

 

He wants zero accountability man.

 

Perhaps, but without a proper channel for feedback, the dealership has no opportunity to make things better.

False positives on a survey or avoiding one would simply leave things unchanged.

 

If it’s just kids like that, then who is supervising them? As a supervisor, part of your job is supervising. I’m not saying to slam all 0’s if it’s not warranted, but some ownership and accountability does need to be in there somewhere.

 

Everyday. But the pay is great, so I can deal with it. I have thrown my badge and keys at the service manager more than once and started walking out, then he stopped me and begged me to stay. They take it easier on me now, but the other guys get hit hard becasue they do not have as much time in as I do.

 

I understand where you are coming from. One of the writers I use to work with lost his bonus because the customer said only Jesus was perfect and gave him a 4 even though he said the service was outstanding.

I can only talk from my experience and I have lost bonuses from bad surveys and a lot of it was due to the cars not being washed/vacuumed to the customer's satisfaction, which has nothing to do with the mechanic. But our pay wasn't dependent on the bonus, that was just that, a bonus. We worked for our hours.