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post #1 of 14 (permalink) Old 02-06-2004, 12:14 PM Thread Starter
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Angry Dealer Trouble

Hi All,

I seem to have an Engineer gunning for me at our local Dodge Dealer. I've had my 02 ES in there twice now, once for new cats ( under warranty ) and once for a new PCM and Coil pack. On both occasions, they have managed to smash my front bumper in so severly that they have had to replace them F.O.C. Now, the first time, I could say it was an accident, they took care of it and we're all set but, after the second time, and EXACTLY the same thing, I'm getting ever so slightly pissed.

I called and spoke to the Service Manager who knew of my car and the first instance. I told him the exact same thing had happened again and he was gobsmacked. He was also pissed that I had to tell him it had happened and that no-one from the Service department had told me of the damage and repaired it. He said if the damage a car, the customer shoud never see it, only know that it happened and was repaired.

He offered me a free Oil Change as a goodwill gesture but I said it's gonna take more than that. granted, they are repairing the car again but, the Bumper they damaged is less than 2 months old!!

Am I being unreasonable in wanting more or should I just settle for their apologies?

BTW, the Service Manager has been awesome and seems to be doing everything he can to appease me.

TIA,

C
:mad:
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post #2 of 14 (permalink) Old 02-06-2004, 01:10 PM
 
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Put the service mngr. on your Christmas card list. He is a rare find. Just my $0.02.

FredB
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post #3 of 14 (permalink) Old 02-06-2004, 01:14 PM
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It's how dealers are. If yours is anything like the one here, you are lucky to get a free oil change, let alone get the work done. My car went in the shop two weeks ago, was suposed to be three hours of work, 7 hours later I was still sitting in the loby. They told me they wouldn't be able to finish it, they broke a tool, and I would have to come back another time. They called to tell me they had the tool in, and I schedualed for this morning. I went in, only to find they still didn't have the tool, they told me they were just calling again to tell me the parts were in, makes no sence, but there is no reasoning with them. Called up Chrysler, and they told me there is really nothing I can do.
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post #4 of 14 (permalink) Old 02-06-2004, 01:25 PM Thread Starter
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Well, the car is now ready. Their bodyshop more than makes up for the errors the service department cause. The service manager gave me a $40 discount on the bill so, I guess that's better than nothing!!
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post #5 of 14 (permalink) Old 02-06-2004, 02:48 PM
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I specifically go out of my way to bring my car to a 5-Star with a drive-bay visible [huge glass windows] from the waiting area. I do this because of the 'minor ding in the door that we definitely did not put there can probably be wiped right out' run around I had a couple years ago.
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post #6 of 14 (permalink) Old 02-06-2004, 04:47 PM
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We had probs. with our Dodge Dealership, a five star by the way, our carpet is covered with gresse spots we had the power steering pump replaced and when we picked the car up there was gresse spots and hand prints all over the bumper and fender.
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post #7 of 14 (permalink) Old 02-06-2004, 04:54 PM Thread Starter
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The car drives beautifully now and, the Bumper looks awesome!! They gave us 10% off plus a free Oil change with lube and filter. I guess they redeemed themselves somewhat but still, not cool!!!
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post #8 of 14 (permalink) Old 02-06-2004, 05:44 PM
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Quote:
Originally posted by FredB
Put the service mngr. on your Christmas card list. He is a rare find. Just my $0.02.

FredB
I agree. and PLEASE do this. People like this that are looking out for you like they would themselves need to be rewarded, and shown thanks.
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post #9 of 14 (permalink) Old 02-06-2004, 07:07 PM
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I agree. Yes, you have reason to be upset, but it sounds like they resolved the situation to your satisfaction. There is no sense ranting and raving about the wrong-doing as all you suceed in is to develop a reputation as an _______ (fill in the blank) and in some situations, create more hostile feelings.
Your dealer is indeed a rare breed. Just check some of the bad experiences some members have had with their dealer. Of course I wonder if some of it was self inflicted due to a hostile attitude from the jump...
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post #10 of 14 (permalink) Old 02-07-2004, 01:37 PM
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Here's what I've done in the past with dealers that i've had problems with, but had one person there actually come through for me. Write a letter to the owner of the dealership stating the facts of the problems you've had, but also, let them know that there was one person (by name) in particular who went to bat for you and got the problem taken care of. That way the problem may be brought into the spotlight, but so will the efforts of the service manager or whoever did the right thing for you. I'm never out to get anyone's job, but I would like to see these types of situations resolved and the proper people rewarded for their efforts...
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post #11 of 14 (permalink) Old 02-09-2004, 12:43 PM Thread Starter
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Quote:
Originally posted by bongobobny
I agree. Yes, you have reason to be upset, but it sounds like they resolved the situation to your satisfaction. There is no sense ranting and raving about the wrong-doing as all you suceed in is to develop a reputation as an _______ (fill in the blank) and in some situations, create more hostile feelings.
Your dealer is indeed a rare breed. Just check some of the bad experiences some members have had with their dealer. Of course I wonder if some of it was self inflicted due to a hostile attitude from the jump...
Trust me, I'm the last person in the world who would kick up a fuss about something and, I NEVER get hostile. I am more than happy at the end result and, my baby just gave me over 430 miles on one tank of gas!!! Chris, the Service Manager more than made up for th problems but, I think when I take her in there the next time, I'm gonna have him watch out for my car every step of the way. I am not the kind of person to bitch and scream about nothing and, I would certainly not set out to get people in trouble. I am just glad that they admitted the error, sorted it out and made an honorable gesture to appease my annoyance.

Hats off to Courtesy Dodge!
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post #12 of 14 (permalink) Old 02-09-2004, 06:51 PM
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Exactly my point!! You are a wize man to have that attitude! Yes, I have learned, the hard way, that you attract more flies with honey than with vinegar...providing you want to attract flies!!

Just in case I was misinterpreted, I was in no way inferring that you were anything but calm and collected. I guess I was just pointing out, from your experience, that doing things the way you did and NOT loosing your cool is the best way to handle any situation, and generally gives more satisfactory results when you do.
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post #13 of 14 (permalink) Old 02-09-2004, 08:12 PM
 
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I would be curious to hear what some of the members of this board that are currently employed as Dodge mechanics would think about the resolution offered considered the issue that arose (for the second time). Is this something that other people have run into or witnessed themselves other than the smudged bumpers?

Also, was this a 5 Star service site? Didn't see it referenced in previous posts.

If you hadn't been consciencious enough to inspect your vehicle after it left their bays that first time to notice the new defect, as I'm sure a certain percentage of people don't, it would have led to a call to them to repair something that you had no recollection of happening, yes? That's kinda scary....

I agree that the resolution you made was satisfactory in this case, but take a look at it from the Service Manager's perspective too: He resolved an issue where added damage was done to a vehicle on the same spot a second time (which pretty much rules out coincidence) for his cost on an oil change & filter and basically 2 hours of labor reduction of charge for the original issue. I can't imagine an oil change with lube and filter costs the garage more than $12-$15 dollars in parts. I could be way off here, but it seems to me that while yes, he did his job in satifsfying the customer and deserves merit for that, he also did it with a clear eye towards resolving it for the lowest possible cost. I'm not including the cost of the new bumpers as that would assumedly come out of the dent-maker's paycheck once discovered.

If you truly think that this is something that might happen to other consumers there then I think that writing a letter to the owner of the dealership might not be widening the loop enough....

I'm not saying that you were under-served by any means, I just wanted to point out that if this is a 5-Star location that claims to want to hold themselves to an "above and beyond" standard for each customer issue that arises then the Service Manager be commended with how he handled the issue at hand, but I would be seriously concerned about going there for any future work as it appears at least one person there enjoys making other people miserable..

That's just my opinion on it. I do have some bias as I have worked in the service industry for a good while, and I really feel that service people will only live up to the standard that we hold them to...

~Xile
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post #14 of 14 (permalink) Old 02-10-2004, 10:44 AM Thread Starter
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Thanks Bongo. I've always been a level headed guy and, having worked in the service field for close to 18 years, I know a thing or 2 about getting stuff done right.

LVNG, they are indeed a 5 star dealer. I am in complete agreeance with your comments. I think if I would have been in that Service Managers shoes, I would have been offering a bit more than he did. I know that what he did was indeed a rare thing but, at the same time, what happened to my car seemed almost to be the norm to him. Whilst I am in 2 minds as to whether or not I should take her back there again, I am going to give them one more chance. Suffice to say, any more damage to my car and, the proverbial shit's gonna hit the fan! You can push a Brit to the edge but, push him over and you have hell to pay!!!!
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