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A Mechanic's Life - Tales From Under the Hood

2865 messages,  Last post on May 21, 2013 at 8:27 PM

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Messages Page 139 of 287

#1381 of 2865 Re: Diplomacy isn't my strongsuit [thecardoc3] by steve_ HOST

Feb 14, 2013 (1:48 pm)

Replying to: thecardoc3 (Feb 14, 2013 11:08 am)
That's a "who cares" IMO.
 
It's a "who cares" because it applies to GM and Ford too and any newcomer that wants to try to set up a car business in the US (Tata or Chery, for example).
 
Tesla was used as the example because we were talking about the dealers association in MA suing Musk.
 
Let's assume Ford wants to do their own warranty service and take that chore away from the dealers (because dealers can charge them "retail rates" in some states under state law), and let's assume that their existing franchise agreements would allow them to do so.
 
If the dealers don't like that idea, they'll just go to their state legislature and make it illegal for manufacturers to directly furnish warranty service. Dealers in Maine did something similar in '03 after the courts ruled against them. (SSRN)
 
Forget Tesla, this stuff can happen with the majors. And it pads the dealers' pockets at the expense of consumers.

#1382 of 2865 Rates by bartbarter

Feb 14, 2013 (1:50 pm)

Cardoc I'm curious. I understand what you mean, but... perhaps if a going average rate is say $100, and one looks at Yip or Yelp (? ) and sees one is rated higher or lower, wouldn't that be a fair indicator of $110 or $90?

#1383 of 2865 Re: Rates [bartbarter] by thecardoc3

Feb 14, 2013 (2:13 pm)

Replying to: bartbarter (Feb 14, 2013 1:50 pm)
http://yelp-sucks.com/tell-your-yelp-story/
 
http://news.cnet.com/8301-1023_3-57535140-93/yelp-clamps-down-on-paid-reviews-wi- th-new-consumer-alert/
 
http://www.submitexpress.com/yelp-negative-review-repair.html
 
http://www.prweb.com/releases/paid-yelp-reviews/craigslist-sting/prweb10077116.h- tm

#1384 of 2865 Re: Diplomacy isn't my strongsuit [thecardoc3] by xwesx

Feb 14, 2013 (2:35 pm)

Replying to: thecardoc3 (Feb 14, 2013 11:12 am)
I agree on both counts. I have several friends who are techs. Great guys, but they're only satisfied with their career when they're actually working on cars. When the day is done, they complain about the circumstances.

#1385 of 2865 Re: Rates [thecardoc3] by Mr_Shiftright HOST

Feb 14, 2013 (5:21 pm)

Replying to: thecardoc3 (Feb 14, 2013 2:13 pm)
It's very easy to tell padded or false reviews on Yelp. All you have to do is read with some degree of attention.

#1386 of 2865 Re: Rates [Mr_Shiftright] by thecardoc3

Feb 14, 2013 (8:23 pm)

Replying to: Mr_Shiftright (Feb 14, 2013 5:21 pm)
It's very easy to tell padded or false reviews on Yelp.
 
 
 
 All you have to do is read with some degree of attention
 
That's asking a lot of the "average" consumer.

#1387 of 2865 Re: Diplomacy isn't my strongsuit [xwesx] by thecardoc3

Feb 14, 2013 (8:42 pm)

Replying to: xwesx (Feb 14, 2013 2:35 pm)
Great guys, but they're only satisfied with their career when they're actually working on cars
 
I just came from presenting a class for about forty guys who all fit into the main group of loving to actually fix cars, but hate a lot of the nonsense that goes with it.
 
When the day is done, they complain about the circumstances
 
This was an advanced diagnostic class and in the middle of it one of the case studies has a screen capture where codes are pulled from all of the vehicle modules, but the customers reported issue is only an engine performance one. I purposely don't point out all of the codes and hope that the class lets me we slip right past that slide and concentrate on the engine problem. Then after that is successfully dealt with I add the scenario that has the customer immediately complain about the instrument cluster having an issue.
 
By pulling and documenting all of the codes, which includes the communication codes related to the instrument cluster a shop doesn't get blind-sided and end up "getting a bad review" for something they didn't do wrong anyway. If they don't pull codes from all of the modules, then they don't know about the instrument cluster problem and they could likely get trapped into having to fix it for free. Making them practice this is really important and leads to satisfied customers, even if it means the customer is going to have to get more work done than just what they brought the vehicle in for. It all comes down to documentation and communication. if they don't want to fix the cluster problem, that's fine, its their car. The shop needs a record of the vehicles overall condition as much as is reasonably possible.

#1388 of 2865 Re: Diplomacy isn't my strongsuit [thecardoc3] by steve_ HOST

Feb 15, 2013 (6:24 am)

Replying to: thecardoc3 (Feb 14, 2013 8:42 pm)
lol, and then the customer review will read:
 
"I took my car to Joe's Garage for a simple engine miss and they tried to tell me my instrument cluster was broken and wanted an extra $400 to fix it. Avoid these crooks like the plague."

#1389 of 2865 Yelp was by bartbarter

Feb 15, 2013 (7:31 am)

an example. No consumer in their right mind would say, ok whatever you want to charge!

#1390 of 2865 Re: Diplomacy isn't my strongsuit [steve_] by Mr_Shiftright HOST

Feb 15, 2013 (7:52 am)

Replying to: steve_ (Feb 15, 2013 6:24 am)
So many of these issues wouldn't have become issues if the shop talked to the customer in the right way. I don't think it's an accident that the very best shops I know have very good skills in relating to people.
 
There's even one shop that proves to be an exception to the rule--they are rude, beer-guzzling, loud and obnoxious, but so strange and funny that people love going there just to be part of the freak show----and they repair BMWs for those clients who can cast aside some prejudices and wait for what turns out to be good repairs at a very reasonable price.
 
Not a recommended business model, but it goes to show, you can't generalize entirely about repair shops.

Messages Page 139 of 287

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