There are many threads on here of owners complaining of service by dealers, work not carried our properly, not to the agreed price, damage caused to the car on return. Here are some simple things that I do to ensure I get good service remembering at all times to be calm throughout the process.
Car broken down - how to deal with dealers:
1. Take yourself and the car to the dealers (or start this on the telephone).
2. Speak to the service reception – ask for the person’s name (make a quick note of the name and time/date)
3. Explain the problem in detail (we are not all technically minded but a decent explanation of the problem will at least give the service team a realistic opportunity to help solve the problem quickly).
4. Ask what they intend to do – if the receptionist can’t tell you ask to speak to a service technician. If this is not possible ask why and then ask to speak with the service manager. Keep this fairly low key – this is not the time to lose your temper.
5. Keep a record of who you speak to and what was said – this is important if it all goes wrong.
6. You should never accept, ‘OK – leave it with us and we will have a look....’ as this is when the nightmare (and cost) can start.
7. Tie them down to what they intend to do, diagnostic, replace or repair etc. and then you either agree to this or walk away. If you agree GET A TIME FOR COMPLETION and get it confirmed in writing and if you are paying an estimate of the cost. Do not give them an open invitation to do any additional work – if this is required get them to call you before they start this.
8. If you car is under warrantee get a clear understanding that all work and cost will be under the warrantee and you will require a courtesy. The usual excuse is, ‘Sorry they’re all out.’ Not good enough! If your BM is not driveable then ask for them to arrange a hire car for you – be insistent (but calm).
9. If all is going OK and you have agreed the work, time for completion, negotiated the loan car etc then hand over your vehicle BUT NOT BEFORE asking the service team to check the vehicle with you before you hand over the keys. In this way in the event of any damage done this can be quickly identified as the garages responsibility. Note the mileage on your car before handover (and set the trip to zero).
10. At the agreed date/time collect you car – check it with a service rep. before you take the keys to ensure all is well and no damage. Check the mileage anything over an additional 10 or so miles ask why?
11. Drive away smiling.
If you get good service write to the dealer principle and let him/her know. He will undoubtedly tell his staff that Mr, Mrs, Miss has written in. Next time you go in believe me the service team will remember you, your letter of thanks and ‘Gold Plated’ service is assured.
I base this approach on 40 years of motoring and experience with dealers. It hasn’t worked all of the time and yes I’ve had problems but in the majority of occasions I have walked away a satisfied customer and if there has been a problem it has been rectified fairly quickly.
Car broken down - how to deal with dealers:
1. Take yourself and the car to the dealers (or start this on the telephone).
2. Speak to the service reception – ask for the person’s name (make a quick note of the name and time/date)
3. Explain the problem in detail (we are not all technically minded but a decent explanation of the problem will at least give the service team a realistic opportunity to help solve the problem quickly).
4. Ask what they intend to do – if the receptionist can’t tell you ask to speak to a service technician. If this is not possible ask why and then ask to speak with the service manager. Keep this fairly low key – this is not the time to lose your temper.
5. Keep a record of who you speak to and what was said – this is important if it all goes wrong.
6. You should never accept, ‘OK – leave it with us and we will have a look....’ as this is when the nightmare (and cost) can start.
7. Tie them down to what they intend to do, diagnostic, replace or repair etc. and then you either agree to this or walk away. If you agree GET A TIME FOR COMPLETION and get it confirmed in writing and if you are paying an estimate of the cost. Do not give them an open invitation to do any additional work – if this is required get them to call you before they start this.
8. If you car is under warrantee get a clear understanding that all work and cost will be under the warrantee and you will require a courtesy. The usual excuse is, ‘Sorry they’re all out.’ Not good enough! If your BM is not driveable then ask for them to arrange a hire car for you – be insistent (but calm).
9. If all is going OK and you have agreed the work, time for completion, negotiated the loan car etc then hand over your vehicle BUT NOT BEFORE asking the service team to check the vehicle with you before you hand over the keys. In this way in the event of any damage done this can be quickly identified as the garages responsibility. Note the mileage on your car before handover (and set the trip to zero).
10. At the agreed date/time collect you car – check it with a service rep. before you take the keys to ensure all is well and no damage. Check the mileage anything over an additional 10 or so miles ask why?
11. Drive away smiling.
If you get good service write to the dealer principle and let him/her know. He will undoubtedly tell his staff that Mr, Mrs, Miss has written in. Next time you go in believe me the service team will remember you, your letter of thanks and ‘Gold Plated’ service is assured.
I base this approach on 40 years of motoring and experience with dealers. It hasn’t worked all of the time and yes I’ve had problems but in the majority of occasions I have walked away a satisfied customer and if there has been a problem it has been rectified fairly quickly.
