Toyota Customer Satisfaction Survey

Yesterday I took my truck to a Toyota dealership for the routine 15,000 mile maintenance. After the work was done and I had left the dealership, I stopped to check whether or not the maintenance had actually been performed. The tires had been rotated and the oil had been changed, but the oil filter had not been changed. I returned to the dealership and pointed this out to my Service Advisor. He immediately apologized and had the filter changed. Also, he asked me not to give a low rating on any survey I might receive regarding the quality of the service I had experienced, because it would only reflect on him and not the mechanic that had actually done the work. Does anybody know if his statement about the survey only reflecting on him is true?

 

He's the manager, it should reflect on him. That's what being a good leader is, taking the rap for your team not doing their job. It's his job to MANAGE what is happening, and he's obviously not doing that as well as he should.

Don't fall for his BS and sad puppy dog eyes.

 

They send this every time. Including the time I found an empty bottle inside the splash guard when I pulled it off to investigate a wet spot along the back edge. They heard from me.

 

I guess only you can decide "If your experience was less than exceptional"

 

managers get extra bonuses when their survey scores are high, the fact that he when out of his way to ask you not to mark him down is a shady move! it really reflects that he has little to know integrity for what he does! not only would i give low scores but i would include a comment stating how he requested you to lie on a survey and that you have some what lost trust in toyota as a result, to ensure he won't try that shit again.

 

I say fuck him and nail his ass. I mark every rim, and scratch in the mileage service right on the filter. FUCK EM

 

I mark my filter & tires too.....fortunately my dealer's always done what I pay for.

 

Mine are free for one more, than I am doing it all myself.

 

I would have told him I will give my up most effort to give an accurate representation of what I experienced there today just because he felt the need to dare step that far out of line as to ask me not to.
I probably wouldn't have filled out the survey before, but now I will, and best believe now it's going to have his name on it.

 

I wrote up a bad one on the service dept. at my dealer and the manager called me. I explained in the detail the reasons. He ended the call with "I hope we can win you back". I replied with not likely but you may get a chance when I need to change my tranny fluid. Thanks to this forum they did not and I did not have face a whole day without my truck. I was like a whole day to change tranny fluid? I have not been back since the last free oil change and do not plan to. Lately they have been sending coupons with notes that they want me back.

 

Hope they do the same for me so I can rip them up after a few months and mail them back to them.

 

My dealership runs a continuous special - $99 for three oil change & tire rotations. and I get a 10% discount off that through my employer. I had a bad experience with a oil change moron spilling oil all over my engine, since then my service advisor ensures my work is done by a certified tech. And they've never tried to upsell me any service like muffler bearings or high beam fluid...LOL.

I live close and the shuttle is convenient for getting the work done while I'm at work. Don't have the best garage/driveway setup for doing it myself or I would.

 

I just spare myself the grief and don't use dealers for maintenance period, just recalls.

 

For awhile, Toyota dealers referred to their service writers as Assistant Service Managers. Everyone of them carried this title. If there were 10 service writers, there were 10 Asst. Service Mgrs. In my opinion this was nothing more than a marketing ploy to give customers a warm and fuzzy feeling. People would rather talk to a "Manager" than a schlep.

I noticed recently, at least at the dealership where my wife purchased her 4 Runner, that Toyota has come off of this and is now referring to Asst. Service Mgrs. as Service Advisors.

Does the person who wrote the ticket get dinged?

The only person who can answer this is a dealership service write/advisor/asst. service mgr...whatever they are known as.

I believe we've yet to hear from one of them.

 

I look at it the same.I went through all the BS with my old 2005 GMC,they could never find the problems.And it had plenty of them.

 

Sorry, but a certified tech isn't changing your oil or rotating your tires. I'm sure that the Certified techs have more important things to do than change oil and rotate tires.

 

I'm not positive, but only presume, that the Service Manager earns his paycheck. He probably has a shit storm of problems everyday that he has to muster through, then his boss and boss's boss and Corp Toyota expect him to earn a 10 on customer surveys. Poor dude. Prob has limited discretion as to who is hired to work on your truck in the first place.

Still would not prevent me from scoring him and/or his organization fairly and accurately on a survey...if I even bothered taking it.

 

Maybe, maybe not. I am a project manager and give credit to the team when things go right and eat all the shit when things go wrong. Even when the problem is caused because someone on my team screws up. That's my job as a manager and leader and the answer doesn't change just because my pay might be reduced or I may end up unemployed. I would never, ever, consider saying something like that to a customer like that guy did to you. BUT...his situation may be entirely different in that he has no influence or authority whatsoever over the guys doing the work yet he will be forced "take the bullet". Plus he could make total crap for wages on top of it all. Personally, I would give him the benefit of the doubt and give them a good rating then never go back to that business again. Ever.

 

This explains exactly what I go through in the air force as the shift lead. I work in aircraft maintenance as a fabricator so shit is always going to happen. And I have to get my ass reamed for everything that goes wrong and when good things happen my team gets the credit. It sucks but it is what it is. It's like they think that as soon as you become an NCO you get the ability to be everywhere and see everything at all times.

 

Service writers/advisers/whatever you want to call them are trained to bamboozle people. Certified is one of the first "smoke 'um" terms they are taught to use.

Someone...please show me where I can obtain a certification for changing oil and swapping tires.

Would 50 yrs. of OJT count towards certification?