Tach_tech, as always explains the real world we and our trucks come out of. I recognize that there are some service departments that should be shut down douched out and start over. Facts are, there are many very good people working in many of these of dealerships. They start every vehicle complaint day, disadvantaged. They did not design, manufacture, assemble or sell the vehicle. But when the **** electronics fails that FCA buys from a 12 yr old kid manufacturing it in Malaysia with chop sticks, the service department must get out their pooper scooper. They are expected to meet our expectations. Make chicken salad out of chicken ****. Neither FCA, GM or Ford give this type of customer experience much attention. They focus only on NHTSA and economic return. Cam failures, exhaust leaks, bad lines of code in software, out of spec part runs, stuck fuel nozzles,,,,it is just the car business. It is all some one else's fault. Cynical? of course. But the fact is, marketing tells Management, "forget about it" consumers are ******. They trade out just before the warranty is up and they have no Brand loyalty. More and more of them are leasing so we switch/replace the vehicle. It is cheap and easy.TSB's, recalls and defect disclosure cost them money.
Over the years, I have found that getting satisfaction from the dealership starts with causing them to want to find a solution or fix the problem. I always start by telling the service advisor I want to speak with the tech and I will wait. When I talk with the tech, I start by recognizing that he did not cause this problem. I want to help him/her work smart. What do I need to tell you that will help us figure out this issue. If you draw a moron or a attitude tech, you will know it. Go to the service manager tell him/her if that tech works on you vehicle you will SC sue him and the dealership. I am a professional PIA. Will probably lose but it will screw up a few of your days. It works. Fitz
