Let's talk about how badly dealership service depts suck!

What's the deal with all this millenial bashing? What does that have to do with this?

 

All of Our work spaces were kept organized no piles of crap, tools put away when done no litter all over the floor..... were not talking about work in progress but a slob mechanic just dumps everything in a big pile and has to search for that darn part "I know it's here somewhere" VS the professional who lays things out for proper inspection of parts and has it right there when time to go back together.

 

Zero complaints about Beaver Toyota in Saint Augustine, FL.

ZERO complaints.

 

Service agents that work at dealerships do have specific limitations as to what they can approve for warranty and what they must stand firm on. In many situations they have some latitude and can make the call. Depends on the Dealership. If your situation falls into the "must stand firm" bucket, nothing you do will change this. It is those situations where some latitude is available to the service agent that you need to use a bit of psychology. Stay calm, don't talk fast and don't raise your voice. When first told it won't be covered, remain silent for a few moments. The next person who speaks is at a disadvantage. Nine times of ten, the agent will be the next to speak and there is a greater than zero chance some concession will be made. Will you prevail every time? Nope, but having been involved in the customer service field for 40+ years I've learned a thing or two. These service agents are just people. Could be someone's brother or next door neighbor, a husband, a dad. Not all bad SOB's just out to get the poor customer. You've got to make them like you, or at least respect you. The rest will follow.

Now all that crap said, there is surely a difference in the way dealerships treat their customers. Fortunately, the ones that treat customers like shit are the least successful and most likely to snow ball into extinction or better yet be taken over by someone that gives a crap.

 

I thought one of the local Toyota dealerships in Portland was decent enough, but this last time I took our 4runner in they started texting me about how badly it needed the brake fluid and multiple others services (it has 31k miles). Went home, tested my brake fluid and it still shows less than 1% water. Power steering fluid was a little low (but they still didn't top it off). Everything else was golden. They didn't use to pull that kind of stuff. I won't go back there again unless I have no other choice somehow.

 

2016, almost 4 years old.
In the first 2 years, I was at a scheduled appointment for service, after confirming the parts were in, only to be called to the service desk to hear “we’re sorry, the parts aren’t in, you’ll need to reschedule”
This happened FOUR times!
Twice were for mud flaps, eventually went with Weathertech and love them.
Once for the lower control arms whistling noise, TSB.
And once for the TSB for front door seals and road noise. They thought I had a double cab....
I’m now glad the warranty and total care is finished.