I just had my truck in to correct a number of problems, most of which I had TSB's for. After the second time in for this same service order, I asked what, exactly had they done. The service guy looked throught the list and and started saying "this is nothing, that's nothing, couldn't verify so-and-so, didn't get to this" and on through the list. He looks at me and says I need to bring it back again. I asked what he meant by "this is nothing", since I had TSB numbers listed for the problems. He says "TSB's are nothing, we ignore them. They're generic and don't mean anything. We couldn't verify the problem, so we won't fix it." I was surprised by that, and said, you mean you ignore TSB's written to address the specific problem listed in a customer complaint? He repeated that they were "generic" and didn't mean anything.
At that point, I left before I did something illegal...
To all you techs out there, is this a normal response? I haven't spoken with anyone else at the dealership yet, but will when I cool off a little. Maybe one of you guys can give me some guidance...

Most dealers get caught off gaurd when the customer comes in educated. Some dont like it. The TSB's are somewhat generic, but non-the-less....


I can see the dealers side, sounds like somebody just wants there truck worked on.. Before you flame me for saying that, I see your side also, be prepared as much as possible ahead of time to avoid exactly what you got, NPF and CNP and no time... blah!


Next time, go in with just your concerns, give them no TSB info or anything, see what happens, It may be needed to actually show them the problem your having so they cant say it wasnt duplicated. If all that dont work, have a conversation with the Service Manager, let him know that your treatment isnt gonna help you fill out that survey positively. IF that dont get and attention, move on to another dealer

If all that dont work, have a conversation with the Service Manager, let him know that your treatment isnt gonna help you fill out that survey positively. IF that dont get and attention, move on to another dealer








Eric,


How much weight does the customer satisfaction survey carry?


Is there any real incentive for a dealer to try to get a good survey response, or is it just a "make the customer feel like they're opinion counts" type of thing?http://www.dieselplace.com/forum/smileys/Ermm.gif








Kevinhttp://www.dieselplace.com/forum/smileys/Big Smile.gif

Well, if they want to obtain or maintain thier Blue Oval status then..... OOOPS! Wrong place http://www.dieselplace.com/forum/smileys/Embarrased.gif


Honestly, It does seem to concern them to look good to big brother GM. Maybe they get some different perks from GM like more lieniency (sp?) in Warranty work or more of the desireable cars to put on their lot or even financial incentives for maintaining a good CS rating...


It sure doesnt help to get bad reports and I wouldnt want them if I were a GM or SM!

Thanks Eric. I was hoping to avoid a lot of wasted time by supplying fixes for the problems when I brought the truck in. This same dealer took 5 comebacks to fix an alignment problem with another truck- they kept rotating the tires every time, and never test-drove it to see if it was fixed.I finally told them to start the Lemon Law proceedings, since they obviously couldn't fix it. THEN they decided to align it... No offense, but I just don't have that kind of time to waste.

I think you are already at the point of looking for another dealership. Later! Frank