Poor quality care from dealership

[rczerwin]

Removed side badges this weekend from my 2014 RAM Sport. Used fishing line, pulled 3M tape off using the pulling back at 45 degree angle method & Goof Off to remove leftover residue. Everything worked perfectly & looks great. However....

When I bought the truck the dealership "Covert in Austin on 183" fixed a paint chip next to the antenna mount. The tech that sprayed the panel taped over the HEMI badge instead of removing the badge to paint the panel. As you can guess when I removed that HEMI badge I found a very distinctive paint outline from where the badge was. Covert did not want to step up to the plate and fix this for me, for some reason this is "the customers responsibility for removing the badges" even though they were the ones that did NOT prep the panel correctly in the first place before they sprayed it.

Do I have any recourse here our is this on on me???

Pissed but not shocked at dealerships lack of quality & customer care.

 

[Adept]

Not a big suprise. Most dealer ships have absolutely horrible quality. Though I will say there are some (and I mean few) that are really decent.

 

[WhiteExpress]

Masking off an emblem is not proper.
But there is no 'guidelines for what is and isn't acceptable' that you can reference.
Perhaps a detailing shop could buff the joint and clean it up for you.

 

[audio1der]

You'll need to (or find a competent detailer to) level and polish that.
Shouldn't be TOO difficult.

I 100% agree it was not the right thing to do, but you won't find anything in writing about what the right thing to do, which the dealer agrees with.

 

[moparmorris]

My shop always removes emblems, mouldings, handles, etc. I hate when people don't. It only takes a few extra minutes to do it and makes for a nicer job


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[Lawhand]

dealerships strike again!!!

 

[Lhemi]

I can't stress comment cards and 5 star dealers enough. If you run into ******** like this, ask for a comment card. It goes to Chrysler and it effects their money. I promise the next time you go to that dealer it will be a totally different experience.

 

[Adept]

good info lhemi

 

[Lhemi]

My wife's in the business, and her Maintenance manager will bend over backwards to keep from getting a bad comment card. It hurts their money big time.

 

[rczerwin]

I took it upon myself and called the general manager at Covert, Buddy Hagman. He seemed very surprised by my story and said what there paint tech did was NOT right and that he wanted to make it right.

Covert's going to take care of the paint and give me a loner while my trucks in the shop. In the meantime he needed to "discuss this problem with his sales manager".

Imagine that... I guess you just need to talk to the powers above to get results.

 

[moparmorris]

Still sucks though. You're gonna have multiple paint jobs on your fender and will chip much easier than factory paint


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[curtis]

I took it upon myself and called the general manager at Covert, Buddy Hagman. He seemed very surprised by my story and said what there paint tech did was NOT right and that he wanted to make it right.

Covert's going to take care of the paint and give me a loner while my trucks in the shop. In the meantime he needed to "discuss this problem with his sales manager".

Imagine that... I guess you just need to talk to the powers above to get results.

sounds to me the GM should be talking to his Body Shop/ Fixed Operations manager not the NCD manager

 

[mtofell]

My wife's in the business, and her Maintenance manager will bend over backwards to keep from getting a bad comment card. It hurts their money big time.

Companies are slowly realizing that customer service is the wave of this generation. There are more and more places that give fairly large chunks of employee's pay based on customer feedback.

I work in a historically terrible customer service industry (construction related) and have been very successful by just calling people back promptly and going above and beyond people's expectations when problems arise. I'm always surprised just how understanding and forgiving people are if you just follow through and take care of problems.

 

[The Unabomber]

Still sucks though. You're gonna have multiple paint jobs on your fender and will chip much easier than factory paint


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Not if it is refinished properly. Only difference is factory uses a 1k clear instead of a 2k clear. Factory bakes it at a higher temp also.

 

[moparmorris]

Not if it is refinished properly. Only difference is factory uses a 1k clear instead of a 2k clear. Factory bakes it at a higher temp also.

Which is exactly why it's not as good. It is different, no matter how well it's prepped and refinished. We are not able to duplicate the factory process, and with all that material on that fender, it will chip much easier unless they strip it. We use Sherwin Williams paint and our Sherwin Williams rep's will tell you the same thing.


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[rczerwin]

Which is exactly why it's not as good. It is different, no matter how well it's prepped and refinished. We are not able to duplicate the factory process, and with all that material on that fender, it will chip much easier unless they strip it. We use Sherwin Williams paint and our Sherwin Williams rep's will tell you the same thing.


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I'm a little worried about this as well... The GM wants to make this right so I'll give them the opportunity to do so, however, I'm not sure I trust the paint tech to do a quality job as he couldn't do it right the 1st time.

 

[Jmhm17]

so... whack it with a baseball bat and say. hey look what happend. can you guys take care of this while you are at it? it will go ether really bad or really good lol

 

[The Unabomber]

Which is exactly why it's not as good. It is different, no matter how well it's prepped and refinished. We are not able to duplicate the factory process, and with all that material on that fender, it will chip much easier unless they strip it. We use Sherwin Williams paint and our Sherwin Williams rep's will tell you the same thing.


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Your rep is a moron then. The only difference is a one part clear at factory vs a two part at a body shop. Hence 1k vs 2k. They bake the paint at a higher temp at the factory like I said before.

This same process can be done on bumpers and grilles etc. Any parts off of the vehicle can be finished just as the factory would. Just need someone with a head on their shoulders.

Also factory paint is by no means great. People "think" factory paint is better because there are few shops that invest the time to refinish properly. Thus the reason prep is key on refinishing.

 

[1500BR]

You were definitely not in the wrong. Glad the dealer stepped up to the plate!

 

[moparmorris]

Your rep is a moron then. The only difference is a one part clear at factory vs a two part at a body shop. Hence 1k vs 2k. They bake the paint at a higher temp at the factory like I said before.



This same process can be done on bumpers and grilles etc. Any parts off of the vehicle can be finished just as the factory would. Just need someone with a head on their shoulders.



Also factory paint is by no means great. People "think" factory paint is better because there are few shops that invest the time to refinish properly. Thus the reason prep is key on refinishing.

So the process is different and the material is different, but your telling me it's the same? We have the best spray booths, guns, equipment, materials, etc that's out there, in our shop. We have fully trained and certified I-car and ASE techs. With all that, we can come very close to a factory finish, but we CAN'T duplicate the process and durability of an oem finish. And not because the tech isn't good enough, it's because we don't have the same materials as oem. The clear coat isn't the only difference. Each company have a different process. If you've ever sanded on a chrysler panel and then on a ford panel, you would notice a difference in the 2. Chrysler uses a thick almost rubber-like anti-chip/chip guard under there top coats and I think gm does the same now. If you replace or repair that panel, then that is no longer there. If you even just repaint that panel, your adding more material thickness or mils, which will cause it to chip much easier.



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