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

[jotin]

Here is where my frustration lies with the wait time. My last experience was Go to dealer, drop off truck, explain issue. get a ride to work. later that day I get a call from the dealer and was told what the issue is. they schedule me 5 days out because they are booked..No worries, the truck is still driveable. 5 days later, I drop off my truck, talk to the service manager and i'm told the repair will be 3 days max. I'm fine with that. get a ride to work and make my own arrangements for travel the next 3 days. 3 days come and go and I don't hear from the shop. on the 4 day I call the shop and i'm told they haven't gotten it in the shop yet!! WHAT??? why not I ask? we got really backed up he says. I said YOU told me you had the tech assigned to do the job, why did you pull him from my truck to do other jobs? Well we had a tech call in sick...this 3 day repair ended up being nearly two weeks. I mean, I get being busy but I don't eccept having a tech pulled off my job that was scheduled a week in advance to have him do walk in oil changes and other things that people are sitting at the shop waiting for their vehicle. Not to mention the fact that I got NO, Zero phone call while my truck was believed to be getting fixed. I'm not saying you or your shop works this way but there is NO excuse for bad customer service. Give me a call, tell me what's going on. I'm not unreasonable. But to tell me 3 days later when I expect to pick up my fixed truck that you haven't started yet..I could have been driving it for those 3 days. Lucky I had another vehicle to use because if I was paying for a rental I would have been bullsh**t

Again, if Chrysler is paying the bill because you have a warranty, you can't use the rental car excuse. I've had customer in a rental for a month that Chrysler paid for because of part availability/serviceability. Now your dealer may not have the same standards and values as mine does. But if you have warranty and the repair is gonna knowingly take a week. You're gonna be in a car.


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[ronheater70]

Father was a service manager for Ford for about 2 decades (retired 6 years ago, was tech for a couple decades before that.. This is seemingly a Chrysler issue// I don't understand the backup myself when all the damn tech has to do is write down " CAN NOT DUPLICATE" Or " NORMAL BEHAVIOR" and move on to the next vehicle and repeat, hell warranty work should be lightning quick.

 

[Devin1349]

@Ron that doesnt sound right??? why should warranty work be treated any different than someone paying cash for repairs shouldnt each vehicle be taken in all with care and concentration to the customers complaint????

 

[ronheater70]

B, find a less busy shop, but I'll tell ya the less busy shops are less busy for a reason.


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That would be because they get them in and out as promised and fixed right the first time instead of dealing with the same customer 5 different times for the same issue.

 

[ronheater70]

@Ron that doesnt sound right??? why should warranty work be treated any different than someone paying cash for repairs shouldnt each vehicle be taken in all with care and concentration to the customers complaint????

Very true! I suppose paying customers should get in an out pretty quick too!

Figure 5 minutes for tech to sit in vehicle, 10 minutes to fill out form on computer..5 minutes for tech internal debate " Should I write CAN NOT DUPLICATE, or NORMAL this time?" 20 minute turnaround!

Oh I almost forgot the time to put in the little paper floor mats and plastic on the seats..

 

[ColdCase]

That would be because they get them in and out as promised and fixed right the first time instead of dealing with the same customer 5 different times for the same issue.

I dunno, when I wanted to get something done at work, I would look for the busiest staff as they seemed to not be getting a cup of coffee and milling around the water cooler instead of working... and because they do good work, there is always more demand for their service. I think there is a rule of thumb there somewhere.

 

[Eestee70]

I think what's getting lost in translation here from the original post is the lack of communication and how the service manager dealt with an unpleasant survey they received. Some strategically placed words could have made this whole thread non existent.
looking at it from a customers point of view I don't care how many cars you booked in for service I just care about my vehicle being fixed in a timely manner. Now...... from the dealers point of view I book as many vehicles as I can to keep the service techs busy. ultimately it's the dealers responsibility to give the customer a realistic expectation of time and what may or may not covered under warranty based on modifications. Like I said knowing how to talk to people goes a long way in coming to a solution that accommodates both parties. Better communication leads to higher survey scores....JMO.

 

[chrisp2493]

Hey look, someone making good sense ^^^

 

[dan1911]

They should just fix the truck and call it day. This clearly is going in a direction that seem to be striking nerves from both sides of the fence. If I have something to do at work and have been tasked to do it, I make sure that it gets done. If I have a side project that I choose or gets dropped on me that's fine, but the other job is still my job to get done.
Personally, my local dealer is awesome. I dropped it off yesterday, they called me in the afternoon and told me the laundry list of what needs to be done warranty wise. They said they have to order parts and should be about a week but the truck is safe to drive and suggested booking 2 weeks out to make sure they have ALL the parts and to account for added shipping times due to Harvey and the fact I'm in Alaska. This is the same experience I get every time I walk in there and should be how it is for all dealers, and this is only one of 2 total Chrysler dealers within 300 miles and they are ALWAYS busy but upfront about times.
Im sorry for all you that have other experiences and hope it works out for the OP

 

[Devin1349]

but here is the problem between the two (customers and techs) customers want to be treated like their vehicle is the most important thing to them, which in some cases it is, but to that tech its just another line on a checklist who probably would rather be sitting in the waiting room drinking coffee on the clock, and here is a fun fact ive learned, if the service department has you scheduled for a same day maintainence they string it out for as long as they can and try to get you to walk around the lot so that the same dealer who got you into the mess can try to get you to trade in youre in the shop vehicle for something on the lot "so you don't have to worry about that piece of crap anymore" where the sales makes a commission the service dept will be able to put that vehicle on the back burner and go back to drinking coffee and the dealership makes another dollar of the customer.

 

[jotin]

but here is the problem between the two (customers and techs) customers want to be treated like their vehicle is the most important thing to them, which in some cases it is, but to that tech its just another line on a checklist who probably would rather be sitting in the waiting room drinking coffee on the clock, and here is a fun fact ive learned, if the service department has you scheduled for a same day maintainence they string it out for as long as they can and try to get you to walk around the lot so that the same dealer who got you into the mess can try to get you to trade in youre in the shop vehicle for something on the lot "so you don't have to worry about that piece of crap anymore" where the sales makes a commission the service dept will be able to put that vehicle on the back burner and go back to drinking coffee and the dealership makes another dollar of the customer.

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.


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[AFMoulton]

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.


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Tell you what, lets trade, and we can see.


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[Eestee70]

Hey jotin....I understand your frustration with people not getting how things work behind the curtain. As a tech I would explain to the customer( if I had access to talk to them) and the service advisor what the process is for diagnosing certain problems. I.e check engine lights, vacuum leaks. If the service advisor is educated they can easily explain the process too. This is why service techs make excellent advisors, and managers. It boils down to the customer feeling left out of the loop concerning the progress of they're repairs or service......communication.

 

[jotin]

Tell you what, lets trade, and we can see.


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lol I'm not asking to trade. But you don't realize what we deal with. You just don't know. I'm not giving you crap about what you do and how you do it. It's different. I love my job and I love what I do, it's a pain in the ass yes, and people are mostly a$$holes and HUGE complainers. People will just never understand, ever.


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[jotin]

Hey jotin....I understand your frustration with people not getting how things work behind the curtain. As a tech I would explain to the customer( if I had access to talk to them) and the service advisor what the process is for diagnosing certain problems. I.e check engine lights, vacuum leaks. If the service advisor is educated they can easily explain the process too. This is why service techs make excellent advisors, and managers. It boils down to the customer feeling left out of the loop concerning the progress of they're repairs or service......communication.

I understand that, I wish I did have more interaction with the customer, trust me I do. The people who I refer to my shop have constant updates. But the average joe doesn't, and not cause I don't want to, but because it's not my job. I get everyone's frustration, trust me I do, I've had my SRT in the body shop now for over 4 months with little to no updates. But I'm not constantly up the body shops ass and and giving poor surveys because I wasn't communicated to. It is what it is most times, not realizing the internal workings of the shop, how busy they are, how available the parts and materials are. There are a lot of moving parts people just overlook and don't care to ask about. And then they complain cause they didn't ask. I get it, some advisors sucks and they don't communicate like they need to. But I think that should be left at the dealership, not up on a forum crying about it to the world because you had a bad experience. Email the shop, the manager, call Chrysler or whatever. But some go be an internet monkey basically making it look like all techs and advisors are shi%. It ****** me off.


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[AFMoulton]

2 minute phone call, solves lots of problems.....


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[jotin]

2 minute phone call, solves lots of problems.....


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Not disagreeing with you


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[02blkram47]

Again, if Chrysler is paying the bill because you have a warranty, you can't use the rental car excuse. I've had customer in a rental for a month that Chrysler paid for because of part availability/serviceability. Now your dealer may not have the same standards and values as mine does. But if you have warranty and the repair is gonna knowingly take a week. You're gonna be in a car.


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Did you actually read my post? I wasn't in a rental. I had another vehicle to use. The point was" why book the repair, and then pull the guy off of it for 3 days without telling me?

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[AFMoulton]

Did you actually read my post? I wasn't in a rental. I had another vehicle to use. The point was" why book the repair, and then pull the guy off of it for 3 days without telling me?

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Mic Drop!


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[jotin]

Father was a service manager for Ford for about 2 decades (retired 6 years ago, was tech for a couple decades before that.. This is seemingly a Chrysler issue// I don't understand the backup myself when all the damn tech has to do is write down " CAN NOT DUPLICATE" Or " NORMAL BEHAVIOR" and move on to the next vehicle and repeat, hell warranty work should be lightning quick.

Yeah. And then the customer comes back when they can duplicate it again and then are up our asses because we NTFd it. We can't win either way.


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