Yeah, maybe he could have asked nicer, and maybe the porter guy could have not had given him the looks, but in the end it all boils down to one thing: the old addage is always true...the customer is ALWAYS right!

 

I think you should have told him to lick your balls or something, that is freaking hysterical! LOL

Todd

Thanks dude, my service advisors just got a kick out of that one!

 

Wow! I didn't expect so many hits. Anyway, the Runner is home with a nice new clean interior. To set the scene further: this dealership that I visit is rebuilding their entire facility. Dirt, dust, water, gravel, etc. It really sucks. So everytime your vehicle is returned there is a sheet of fine construction dust over everything, interior and exterior. So, to top it off with lithium grease sent me over the top. Nyuck, nyuck, Moe, Larry, Cheese!

On another note...Sorry for any easy readers out there. I am a Southern Gentleman and my language does not become me.

Look at it this way...you go to a restaurant every other week with your girlfriend, wife, hooker, whatever. Usually you get great service, you know the maitre D', you get your favorite table by the sushi pond. But the last time you came in the maitre D' had been fired unexpectantly and when you ordered Chateau Breand (sp?) the waiter dribbled gravy down the light grey blouse of your significant other. You would be pissed! But being the elegant dining establishment that it is, you decided to not make public this small snafu and chalked it up to, 'hired help' mistake. Mistakes will happen. You get home and clean that gravy off with a....%$)(*&@.

So the next time I visit, I ask the waiter politely to please inform the food server to not dribble gravy down the blouse of my significant other. All of a sudden Osama entered the room and threatened to enslave everyone. All off a sudden, I am the bad guy! How dare I request such a feat from the food server! Needless to say, I hand my date over to these INSULTED SERVICE PROVIDERS and slink away in the rent car that I am paying for ($29.95), because I know this dealership will take all day to do a 2 hour job and the 'service day shuttle' is like a ride up the River Styx.

If it were my dealership, to everyone who responded that I was in the wrong, your fired!

Now it's time to mow the lawn.

Oh, TOR (Todd) Thanks for the 'retail' bump you sent my way! My wife, who drives a Forester, has already stolen it. I'll convert her. The pearl emblem looks great, installed it last weekend after a waxing. I ordered an "iForceV8" emblem from Todd that was blackened with pearl. Looks good on the bum. I really appreciate the service and attention to detail that Todd has provided me with my parts orders. I always get great feedback, service, personalization and the grade of A in account management. Show that to your boss

I'll be sure to keep you at the top of my 'allowance' wish list.

 

Such eloquence! I love it Edge!

Basically the dealer that I visit treats you like a $13,000 Corolla customer. I would hate to take my $55G LC to this place.

Wish there was a family owned dealership, most of these mega boxes are a headless, facless black hole. Turnover is worse than Popeye's.

 

I'll drink to that!

 

Chateau Briot

The problem with that is you're "eating" at McD's and expecting Cordon Bleu service, besides it was only the valet. Anyway, I think everyone can relate to your frustration. It's an expensive product and they SHOULD treat you well.

 

I can relate to this experience. I bought my '01 Runner at JOhn Elway Toyota here in Denver. Got a great deal, great truck, great sales service. Set an appointment to have the RS3200 alarm installed, no problem. Had my cellphone handsfree kit installed before the alarm so it was in there when I dropped the truck off for the alarm install. Didn't mention it to the service writer. Got my truck back, alarm installed, great, but the cell phone kit doesn't work. I look at the fuse box, and the wires have been removed. I asked the service writer about it, and they'd been disconnected when they installed the alarm and wrapped up under the dash. No problem, the service tech fished them out and reattached them.

About a day later, I'm noticing that cell reception in the kit sucks. I look at the wiring and find that the antenna line has been drilled through. I call the writer up and explain this to him, and you'd have thought I'd killed his mother or something. He went off on me, saying that he wasn't responsible for the damage and that I should have told them about the cell phone kit and that he wasn't going to be married to my truck for every single little problem from now on. I was shocked by the attitude, especially from a dealer that prides itself on customer service. After that, I called the manager and explained the situation. He sounded empathertic and asked me if there was anything he could do to retain my business, and I explained that his one writer soured me on his service department for good.

What's so funny about this is that I went in there about 2 weeks ago for a quick oil change and the same guy is still there. I guess they just don't care about their reputation and customer retention. Sad to see this happening but it is common everywhere now.

 

rw,
since you said there was no way to retain your business, they did nothing.
If you said, yes you can retain my business if you fire that jackoff then maybe he wouldn't be there.
But I suspect you're right and it's pretty much status quo - bad customer service is the norm it seems.

 

Unfortunately, the other dealer in town, which is closer, is run by mobster looking stiffs. Bad place, very bad place.

And don't get me started on dry cleaners!!

 

I've heard the same thing about John Elway in Denver. One of my friends works for Toyota and he hates droping off parts there.

Well, know thing about it, I have heard all kinds of bad things about John Elway dealerships....

 

Last time I was in for service this guy with a LC was giving them a really hard time, he waited close to 4 hours for an oil change and still they never touched his truck but the service writers says sorry the next one is on us

The Toy dealers around me have doubled their size and now the one I go to is doubling it's size again and adding on for SCION when Im in their you loose count of the 4banger Camry and Corollas.

 

Chateaubriand.

Actually, you can try what I did at a family-owned dealership that has worked very well.

First, call the service manager and discuss how he can improve the image of the service department easily. In their case, you call to make an appointment, and you tell them why you're bringing it in. Well, they have one guy that is oblivious to that information -- just told the service manager that they need to use the information I give them so the customer feels like it was worth their time to explain the first time.

As a former sales manager with lots of customer service and support experience, it helps.

Second, every time you're there, be sure to speak to the service manager and the service writers. Treat them as your peer, call them "sir", etc. Basic southern respect and hospitality.

Third, if the service manager responds and does a good job, make sure the sales manager and owner of the dealership know that the reason you patronize them is because of the service manager -- and that they need to make sure they keep him.

So far, it has worked wonders -- they treat the truck with care, and it makes the visits there much more pleasant.

 

I like this thread !

 

[QUOTE]Originally posted by jharris2
[B]Chateaubriand.

there's also a Briot wine but I think youre right he was talking about briand.