Its back at the dealer for some follow-up to the 10k service. Should take 2 days.

I'm on the third complaint for many small items, like intermittent cold air from the climate control, creaking headliner, a steering wheel that won't go back to position when I start the car, and such.

I make a list of everything whenever I go in. I'm not pushy about it, in fact I'm a bit self depricating. Usually, there are important details that just never reach the tech. I'll talk to a technician working on my car, and he won't be aware of the actual symptoms, and its the end of the day, so it becomes clear I'll have to come back yet again.

The service writer was a bit cold about my list today. He made comment without hint of humor about my always having a laundry list. I mentioned that it was "just to aid in communication." His response was something about how his "25 years of experience" apparently wasn't enough. I asked, "how do you mean?" He said, "in communication" [with customers and technicians]. (At that point, there was nothing to say that wouldn't seem like picking on him, my regular writer. So I said nuttin.)

One item I listed was to <i>please ask technicans not to lean on my car and use the hood and trunk as a desk to fill out paperwork. </i> I've been meticulous about the dark finish which easily shows fine scratches. On the flats of the hood and trunk there are abrasion scratches (parallel, jagged scratches, as opposed to fine swirls) which I could not explain. When I met with the technician last time, he was filling out papers right there on the hood. That must be it.

I strictly avoid naming names, and am always polite and deferrential to their auto expertise and their business processes. But this is getting a little tiring. I suppose I just have to keep "workin' it."

 

You've been more than reasonable. Wonder why this guy has his hackles up?

 

it is just another thing to do for the day...it is not special...to them. It is hard to remain "super-vigilant" when a) it is not your own car, and b) when most people don't care.
But none of that is an excuse.
It is sort of like a guest who comes over and thinks nothing of putting his/her feet (with shoes!!!) up on your nice cherry-wood coffee table that has not a scratch on it. Some people do it in their own homes, some don't but have no problem doing it in others.
It sounds to me that if your service writer has "noticed" you always have a list and he interprets and thinks of your list as a "laundry list", plus that he gets irked when it's explained to help communication...you need a new service writer. Your service writer and you should be happy to see each other and friendly (genuinely, not a facade)...if he/she doesn't seem that way, I would suggest they don't give a crap if your car gets fixed in a satisfactory manner...sorta like the waiter who spits in a "annoying" customer's food...

Good luck...go to Rector...ask for Andie or Dan.

 

No reason staying there if you have options.

 

Unfortunately, I think you have to be the squeaky wheel to get what you want with these guys.

 

...(or her) your concerns about having to return to get the car fixed correctly the first time. You don't have to turn anyone in, but get the manager focused on you.

BTW, whenever I go in for a service visit with a complaint about something, I go for a test drive with the technition who's scheduled towork on my car. Generally works out quite well in terms of his ability to get to the heart of the matter in 1 visit. Stoney, Good luck.

 

I've had good luck with George and not as good luck with the last guy I worked with whose name I can't recall.

 

I had my 2.7 in for 5k service and I was having an issue with the dome light going on every time I took a right turn. They told me that they had fixed the problem and off I went.

By the time I got home 45min. later took a right turn into my driveway it was back. Now I did everything I could to classify the problem.
I bring the car back two weeks later for just this problem and go on a business trip. I get called that afternoon that we have fixed the problem. (they changed the rear door lock.) Now I had told him that I could repeat the problem by leaning hard on the left of the drivers seat. I call back and speak with manager and tell him to take the biggest guy they have put him in the drivers seat and take some right turns. 1hr. later I get a call we need to keep the car for another day or so the problem is the wiring harness under the drivers seat.(surprise surprise)

I guess what I am trying to say is that you spent the money on the car. You spend the time taking care of it make sure that they take care of you. You can be a gentleman all the way up the latter and as soon as you hit a person that understands (it may be the GM) you car will be taken care of the way you want.

 

How can you complain about someone without turning them in? Do you think they will simply turn the other cheek? Forgive and forget? Especially in a small service dept.?

 

In my case, I would bring concerns to svc mgr about "car" and "owner experience," not about individual employees. This is the best way for low-level "systemic" problems across the dealership.

But if one person were very rude or incompetent or lied... I'd have no problem naming names. But in this case, it is minor things.... one manager turns the other way when a problem is pointed out ("the owner didn't complain, and it wasn't our fault..."); several minor complaints that are hard to diagnose get glossed over more than once.... That type of thing is not the individuals, but shows that the management needs to lead and monitor and reward and penalize just a bit more.

After having words with a repair shop once in which we both learned good lessons, I've since decided to look at it from their side first before piping up. The customer has some rules of etiquette and some responsibilities, as well.

If one wants to vent some anger, one can always yell at a clerk somewhere that you never plan to go back to again! ;^)