RAM dealerships refuses to service my vehicle due to low survey score (long post)

[WarrenRam]

This is still a dealer issue, not an FCA corporate one, but since dealers are the face of the company to us owners, it spoils the whole bushel. Sorry to hear about the crap the dealer has done to you.

 

[quietpeen]

Unless the call was recorded it is a he said she said situation at that this point.

 

[Bdersch]

This is still a dealer issue, not an FCA corporate one, but since dealers are the face of the company to us owners, it spoils the whole bushel. Sorry to hear about the crap the dealer has done to you.

I agree its a dealer specific issue unforutnately. I have had a lot better experience at Tom O Brian in INDY so far. But its kind of pointless to own this truck if they refuse to fix anything that happens to it under warranty and then blame me for it and then call me a liar. I will have to think about it. I still have that super loud vibration and now i just had a CEL come on (appt. monday) so i really dont know what to think or do. The truck market isnt that great right now either really. i have been looking and not much available for what i want to pay around here. I honestly kind of am looking at toyota.

 

[Pa.hemi.ram]

Wonder if your on like a “secret” dealer black ball list?? That’s sucks.

 

[ColdCase]

Wonder if your on like a “secret” dealer black ball list?? That’s sucks.

The dealer can add notes to the VIN record, like they noticed oversized tires or damage. Only know of one case.

 

[huntergreen]

I know a few jeep wrangler owners who have had there vehicle flagged and voided parts of their warranty.

 

[nationalminer84]

I would most likely give them okay reviews. i wouldnt give them 9s/10s. But would give them 6-8 most likely. I mean they were very nice and my rental car was free... just the whole part of fixing the actual issues is kind of annoying.

Yeah im definitely going to cut my loses on this one i think. I mean sure it might just be the pads/ rotors and replacing one or both could fix it. but if i replace those and the struts and then its still not fixed what do i do then?
The vibration may be a dash piece lose, or it could be a body mount lose (old dealer suggested that at one point). But i really have no idea. And once the warrantys up im screwed.

youre not going to get anywhere. 6-8 isn't Okay on these surveys its failing. you might as well have given them zeroes. thats why they are pissed.

 

[Ratket]

They need to change their grading structure. Our company does the same thing.

 

[Luis]

I'm sorry, I don't get paid to "sit around on the clock". If I'm not working on a vehicle, I don't get paid and let me tell you, Chrysler warranty pay is absolute BS, so I GUARANTEE you that as soon as we can get a diagnosis (which everyone seems to think is just a quick 10 minute plug in and read and code and throw a part on kind of fix) I'm sorry but that's not the case, sometimes yes it is, most times it's not, there's wiring that has to be traced, tests that's need to be performed and then verified when the repair is complete. To say diagnostics is easy, if that were the case, most of you guys on here would be fixing your own vehicles. Please I invite you to come out and do my job for even 1 week.


Sent from my iPhone using Tapatalk

Ill be glad to do your job for a week, been doing it for over 11 years and we don't get to use the equipment that you get to "plug and play" to diagnose faults with.

 

[Riccochet]

youre not going to get anywhere. 6-8 isn't Okay on these surveys its failing. you might as well have given them zeroes. thats why they are pissed.

Based on the NPS scale. Anything 8-4 counts as a zero. 3-0 counts as -100. A lot of businesses use NPS to measure client satisfaction. They also use those numbers to screw over employees for bonuses.

God forbid it's actually a management issue. They take zero blame for anything.

 

[nationalminer84]

Based on the NPS scale. Anything 8-4 counts as a zero. 3-0 counts as -100. A lot of businesses use NPS to measure client satisfaction. They also use those numbers to screw over employees for bonuses.

God forbid it's actually a management issue. They take zero blame for anything.

Exactly. and as such its in an employees interest to make sure you don't come back if you are going to give mid range scores total backwards of what it should be but it comes from the top down. OTOH, if you held the survey over their head until satisfied youd likely have gotten a better outcome. Furthermore Aftermarket is aftermarket so they aren't exactly "wrong" that being the case you'd think youd work with them and not against them but when you think a 6-8 score is sufficient youre part of the problem. we always had the "I never give 10's" people and they got the service they deserved. Also did you buy the truck there? yet another thing people don't understand if you buy elsewhere and use the local dealer for service thats a slap in the face too.....

 

[Pull Ya]

^^^^ Your last sentence sometimes is a catch 22 for some of us. It seems that some dealerships have an excellent sales dept. but have a terrible service dept or visa versa. After you make your purchase you want the best service dept as you can find, and sometimes it just ain't at the same dealership you bought from. It's seldom that you can find a really good sales dept and a good service dept. at the same dealership. In the end, the customer is the loser.
Jay

 

[ColdCase]

yet another thing people don't understand if you buy elsewhere and use the local dealer for service thats a slap in the face too.....

Dealers in this area generally provide good honest service and welcome anyone. It may be a slap to the face of the service department of the selling dealer. They are happy to service any vehicle regardless of where you purchased. They are happier if you also use them for all your service, but sales and service are generally independent. Although sales makes a little more sales if the service department is competent, and the service department has a few more jobs to fill the garage when sales sells more vehicles.

No one likes to deal with a disgruntled customer, however.

I always make a survey comment that FCA should pay more for warranty work so the techs have a decent chance to do quality work and make a living.

 

[Pull Ya]

^^^^^^^No one likes to deal with disgruntled employees either. Do your job, do it right----the first time, that's my expectation. If you do, you did good, if you don't, you didn't do good--seems pretty simple. If you go above and beyond, you deserve praise from me and you'll get it, if not you will get a comment equal to your performance. In real life, there isn't a participation trophy for everyone.
Jay

 

[smiley]

Being in customer service for a very long time I always try and prevent people from being disgruntled. If I get them once they are already disgruntled I am real with them and apologize even if it was not my fault.

 

[GsRAM]

^^^^^^^No one likes to deal with disgruntled employees either. Do your job, do it right----the first time, that's my expectation. If you do, you did good, if you don't, you didn't do good--seems pretty simple. If you go above and beyond, you deserve praise from me and you'll get it, if not you will get a comment equal to your performance. In real life, there isn't a participation trophy for everyone.
Jay

You catch more bees with honey than you do with vinegar. The Bible teaches us we're to love our enemies and friends alike. If more people had that mindset life on earth would be easier for everyone.

 

[Pull Ya]

IMHO This doesn't have anything to do with loving or hating anyone. It has to do with my expectations of someone working on my truck. It also refers to interactions between people--you treat me with dignity and respect and i'll treat you the same. It's a business relationship. You do your job correctly, I'll pay you for your work, we're done. If you're looking for a love in or some warm and fuzzy feeling, go to a "safe place".
Jay

Sorry the discussion got off track--I'll be quiet now!

 

[Jared26]

Also did you buy the truck there? yet another thing people don't understand if you buy elsewhere and use the local dealer for service thats a slap in the face too.....

Not always the case. The dealer I bought my truck from (awesome sales dept) has the most incompetent, careless, useless service dept I've ever seen in my life. That said, whatever dealer I do find locally that has a decent service dept will be getting the sale on my next truck if I do stick with Ram.

 

[GsRAM]

IMHO This doesn't have anything to do with loving or hating anyone. It has to do with my expectations of someone working on my truck. It also refers to interactions between people--you treat me with dignity and respect and i'll treat you the same. It's a business relationship. You do your job correctly, I'll pay you for your work, we're done. If you're looking for a love in or some warm and fuzzy feeling, go to a "safe place".
Jay

Sorry the discussion got off track--I'll be quiet now!

I don't disagree with you friend. However, unfortunately, when your reliant on others to do work for you, you can't do yourself, almost no good comes from getting ugly with someone.

Example - i recently had some tree work done at my house. It was supposed to be done around 9/20, but they didn't come out till 10\20 ish. Then when they did, i met them in the morning and went over exactly what I wanted done.

Came home from work and it wasn't even close to what we talked about and they destroyed my yard in places and got a truck stuck in the process.

For the next month i placed phone calls, sent emails and text messages, many of whuch were not returned. I was firm and persistent with them, but always polite.

They finally came out on this past Wednesday and got the trees down for me and i told them I'd fix the yard if they discounted the job, which they did.

What I'm saying is that at times you need to hold your peace and look at the big picture. As good as it may feel to fire comments back, short term, long term it may do more harm than good. That tree company had me livid and i was boiling mad, but i kept it polite with the tree company and it worked out for me. If I'd have gotten ugly, those trees would still be standing, I'm sure of that.

Just my .02 for whatever it's worth. I'm not saying this is what the op did. These are just my thoughts in general. Sometimes you have to look at the big picture. Quick to listen, slow to speak and slow to get angry.

Have a good Sunday guys

 

[huntergreen]

Gsram,. Sorry but that's a crock. First, plenty of tree guys around, they didn't show? Get someone else. Didn't do what you expected, don't pay. Simple really. And yeah, in my younger days, I've been known to physically toss a contractor out of the house when he screwed up and then proceeded to argue with my wife. I'M m from the generation where we don't need a safe place.