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Customer Service: The good, the bad and the ugly!

258 messages,  Last post on Aug 04, 2008 at 8:43 AM

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Messages Page 25 of 26

#239 of 258 Re: It was none of my business, but. [benzoservceguy] by user777

Oct 25, 2006 (3:29 am)

Replying to: benzoservceguy (Oct 24, 2006 8:35 pm)
yes, but it's also the responsibility of a good service department to establish and maintain loyalty...
 
in your work, how do you exceed expectations?

#240 of 258 Re: It was none of my business, but. [benzoservceguy] by jmonroe

Oct 25, 2006 (7:22 am)

Replying to: benzoservceguy (Oct 24, 2006 8:35 pm)
BUT, goodwill is usually reserved to those clients who have shown loyalty to the dealership. If a client is recommended services and declines and then takes it to the local guy down the street aka Down the Street Motors, that client has shown no loyalty to the dealer. That client is spending their $$ elsewhere, so why would the dealer go out of their way to help the guy that is basically a warranty mooch?
 
I'm sorry but I don't know what you are saying here.
 
What recommended services were offered and declined by the guy I was talking about in post 229?
 
BTW, since you mentioned it, this is the second car that this guy said he has purchased from this dealer and I remember him saying that he recommended this dealer to his neighbor who bought a car from this dealer. So much for this "dealer loyalty" thing.
 
You lost me,
 
jmonroe

#241 of 258 Re: worst online experience ever [benzoservceguy] by jmonroe

Oct 25, 2006 (7:34 am)

Replying to: benzoservceguy (Oct 24, 2006 8:44 pm)
Order some little parts and tip said parts guy.
 
Yeah, I guess a 'little something under the table' goes a long way in some businesses.
 
If some one ever tried to 'tip' me for doing my job I wouldn't have accepted it and would have been highly insulted.
 
Different businesses, different ways of of doing business.
 
jmonroe

#242 of 258 Re: My story [kapbot] by lemko

Oct 25, 2006 (7:38 am)

Replying to: kapbot (Aug 20, 2006 12:04 am)
Holy smoke! That sounds like the same thing that happened to my girlfriend many years ago with her 1991 Mercury Tracer. She took it in for the "diagnostic check" and they removed and disassembled the tranny and said they couldn't put it back in for less than $400. Rather than let Cottman touch the car, she sent a tow truck to pick it and they and took it to my friend's transmission shop. He put it back together and in the car for $125. No problems. Girlfriend learned a somewhat costly lesson about Cottman.

#243 of 258 Re: My story [lemko] by jlawrence01

Oct 25, 2006 (8:04 am)

Replying to: lemko (Oct 25, 2006 7:38 am)
Girlfriend learned a somewhat costly lesson about Cottman.
 
My transmission guy - who owns a Cottman franchise - does most of the transmission work for several Ford dealerships. And he does a better job!
 
Like all the chains, it depends on the franchisee.

#244 of 258 Re: It was none of my business, but. [mac24] by turboshadow

Oct 25, 2006 (9:54 am)

Replying to: mac24 (Oct 24, 2006 1:37 pm)
Once the time/mileage limit has been reached the obligation ceases.
 
True, and I agree, but there can be repurcussions.
 
I took my Sentra into the Nisaan dealer because the washer nozzles quit working. The tech took them apart and some of the internal plastic had cracked. I would be 40 bucks to fix them. I asked the service manager to cover it under warranty, he checked and said, "No, by your inservice date, the car is two weeks out of warranty." I told him I waited two months to bring the car in at the same time as my next scheduled maintenance, since it wasn't a major problem during the summer, and the mileage was undr warranty. He said, "If it is out of warranty, it is out of warranty, even though you only have 30K miles on it."
 
Well, he was right. But I'll be danged if I'll ever buy another Nissan. I was going to him, 50 miles away, because the local guys are horrible.
 
So basically, Nissan lost a potential sale or two in the future for 40 bucks. Good call.
 
Turboshadow

#245 of 258 Re: It was none of my business, but. [turboshadow] by mac24

Oct 25, 2006 (10:07 am)

Replying to: turboshadow (Oct 25, 2006 9:54 am)
So basically, Nissan lost a potential sale or two in the future for 40 bucks. Good call.
 
Sure, I agree that a gesture of goodwill can be worth a lot on both sides. However, the original post was written as though there was duty by the dealer to pick up a warranty claim after the time period of the warranty had expired.......not so.

#246 of 258 Re: worst online experience ever [jmonroe] by qbrozen

Oct 25, 2006 (10:19 am)

Replying to: jmonroe (Oct 24, 2006 6:35 pm)
oh, of course, like i said, if it WAS my first online experience, it would be my last. Since I have had such good success, I will continue doing business this way, just not with these folks.

#247 of 258 Re: worst online experience ever [benzoservceguy] by qbrozen

Oct 25, 2006 (10:21 am)

Replying to: benzoservceguy (Oct 24, 2006 8:44 pm)
next time, order the parts from a real expert ... YOUR LOCAL MAZDA DEALER!
 
hahahaaha!
 
man, you must have money to burn! lol.
 
I'm just teasing you. But, seriously, I save a fortune buying online rather than, of all places, the dealer! In this exhaust instance, I even saved $700 over midas (or was it meineke, i always get them confused), who would have made some of their own pieces to "save me money."
 
I can get discounted parts through my father's business, but I still do can often do better online. After this, though, I will use him rather than an online place I am unfamiliar with.

#248 of 258 Re: worst online experience ever [qbrozen] by turboshadow

Oct 25, 2006 (11:25 am)

Replying to: qbrozen (Oct 25, 2006 10:21 am)
But, seriously, I save a fortune buying online rather than, of all places, the dealer!
 
I wonder if that's a Mazda thing. A buddy of mine hasan RX7 vert and a second generation Probe GT. He buys everything for them over the net because he swears the Mazda parts are too high. He bought some oil cooler hoses on the net for 30 bucks that he said Mazda charged over 300 dollars for. He's a straight shooter, so I have no reason to doubt what he says.
 
Turboshadow

Messages Page 25 of 26

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