Anyone else had a dealer experience like this?

  • Thread starter Thread starter Matt Whiting
  • Start date Start date
Matt Whiting said:
I don't know what he knew. I specifically told him that I had a 2006
Sonata and wanted three things replaced per the owner's manual chart:

Fuel filter
Fuel tank air filter (and I emphasized to him that I did NOT mean engine
air filter as I do that myself)
Canister

I don't know how much more he would have had to know to ask the parts
department for these three parts for a 2006 Sonata. :-)
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How many calls a day does he get? How many times would he know to ask if
the parts are in stock? You were talking to an order taker, not a
technician, not a parts guy, not a person that cared. Could even have been
the janitor or the salesman's mother filling in that day. To think that he
has any knowledge of what goes on in the shop is expecting to much. I have
no idea of what the dealer's "in-stock" score is, but most common parts are
there or can be easily had. They don't check, never will check.
 
Edwin said:
How many calls a day does he get? How many times would he know to ask if
the parts are in stock? You were talking to an order taker, not a
technician, not a parts guy, not a person that cared. Could even have been
the janitor or the salesman's mother filling in that day. To think that he
has any knowledge of what goes on in the shop is expecting to much. I have
no idea of what the dealer's "in-stock" score is, but most common parts are
there or can be easily had. They don't check, never will check.
Click to expand...

I'm pretty sure I was talking with the service manager. The parts were
not "there" as I was there when the service manager decided he should
check on the parts before I left my car that morning. The could not be
easily had, it would take two days to get them in.

I agree with you that they probably don't check and never will. That
doesn't make it right though or good business practice. The local
Chrysler dealer that I deal with (I've owned several Chryslers before
buying the Sonata) DOES check and always has. The contrast in service
departments is quite amazing I am find out. Similarly, I use a local
Chevy dealer for my truck and they check also ... usually while I am
still on the phone. They then tell me when the parts will be in and we
then make the appointment for service.

Matt
 
That's MY point exactly. Why have some stooge stand out there and make the
dealership look like a bunch of idiots when you can have a knowledgeable
person standing there and interfacing with parts and service departments to
give the customer service and not just lip service?
 
631grant said:
That's MY point exactly. Why have some stooge stand out there and make
the dealership look like a bunch of idiots when you can have a
knowledgeable person standing there and interfacing with parts and service
departments to give the customer service and not just lip service?
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Simple. Money.
Does the customer care? No, aside from very few people. 99% tell the
service guy "my car goes thump, thump. Please fix it"
They don't give a damn if the service writer knows what may be wrong, what
parts are needed, or it if is the ball joint or the kadiddlepin.

When you buy a flight ticket do you ask if the seller knows how to fly the
plane?
 
Ah, that brings back memories of me flying 'Joe's Flying Service' from
Michigan to O'Hare in a 4 place twin Piper. Just me and the pilot sitting
in the two front seats. The idiot goes to land and THEN discovers he forgot
to put his landing gear up when we took off....... Then the tower at O'Hare
screams at him that he is landing on the taxi way!!!!! No lie!!!! So, if
you fly Joe's Flying Service, by all means, ask him if he can
fly..............

AS for 99% of the people describing their problems as thumps and bumps,
you're way off base. I was behind (thank you!) a pretty young thing while
she was describing quite well what was wrong with her Tiburon and the idiot
woman taking down the information just looked at her like she was from outer
space. Then I got there and just asked for the mechanic, which she was
astounded to hear. I can't tolerate stupidity................ I guess
that's why salesmen and I don't get along during negotiations. When a
salesman doesn't know how to open the hood of the car he's trying to sell
me, he's lost the battle.
Oh, and then the woman comes back and asks me if I want them to put 4 new
tires on since mine are almost worn out. And then, after being told that I
was aware of the tread wear and would take care of it, she comes back a few
minutes later to ask me if I wanted one of their $75 cabin air filters, to
which I replied 'Hell no!'. She came in a third time, but turned around and
left when she saw my expression. So, sure it is about money. My Money!!!
Which I will NOT spend at that dealership. Now does it make sense to put a
knowledgeable person at the service desk?? Of course, it does!!! My local
Ford and Chevy dealers have very knowledgeably people at that position.
 
631grant said:
left when she saw my expression. So, sure it is about money. My Money!!!
Which I will NOT spend at that dealership. Now does it make sense to put
a knowledgeable person at the service desk?? Of course, it does!!! My
local Ford and Chevy dealers have very knowledgeably people at that
position.
Click to expand...

No, not really. You are one of the very few that actually knows what the
problem may be and what you want done. It does not pay to put a high paid
knowledgeable diagnostician there for the 99.5% of the people that just say
it goes "thump, thump, thump".

The good tech/service writer may be able to get your car fixed, but they
won't do so good at selling you tires or cabin air filters.
 
How can you say a good tech/service writer wouldn't do so good at selling me
other items? If a knowledgeable service writer tells me that I have other
issues with my car, I would take his advice to heart whereas the 'typical
Hyundai' service writer would not have a chance of selling me anything.
Your 180 degrees out. You are looking down on the customer's knowledge
while I'm looking down on the service writer's. Sure they take advantage
of many women customers both in the service area as well as the sales area
but there really are people out there with more than half a brain. They
aren't ALL in Congress......... or running for the Presidency.
 
631grant said:
How can you say a good tech/service writer wouldn't do so good at selling
me other items?
Click to expand...


Because GOOD service techs are honest and don't try to push things you don't
really need. The personality of the typical service/engineer type is
different than a sales type. There are exceptions , of course,
 
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