How annoying? (some of the dealer slagging unwarranted )

[Atacama_Steve]

Interesting topic of conversation..... It's quite sad that some of you do not trust dealers.... I work for one and some of the aforementioned points would NEVER happen on my watch.....

Are you a tech? Which do you work at?

Service manager for Hailsham.......

 

[-Tom-]

I think for me it might not so much be lack of trust, but lack of faith already. With my recent outings ... To ask them on more than four occasions to check the wheel balancing whilst they go on a wild goose chasing the fault, keep it for 3 weeks, return it , still have the problem , transpires to be the wheel balancing just seems incompetent. I felt like the idiot asking them each visit if they'd test driven it / checked the wheels. Never mind !

Sent from my Nexus 5 using Tapatalk

 

[mmm-five]

Service manager for Hailsham.......

Maybe you can answer this little conundrum I have then.

When I pick my car up after somw work, be it a service or warranty work, I'm normally asked how everything has been.

At this point of the conversation (i.e. when I'm paying/collecting) I assume everything that should have been done has been done, so my reply is that everything has been fine.

A week later I receive a courtesy call asking the same question, and by then I've had time to check the car over to see if everything's been done (e.g. checking that the air filter is a new one, and that the cam cover gasket has not been re-used through my liberal application of engineer blue or UV pen/paint).

If I say that everything is fine, then I receive a BMW customer survey form to praise the dealership.

If I, for example, say that the dealer ballsed-up everything and I'll see them in court (neither of which I've actually said), then I NEVER receive the follow-up BMW survey.

Considering these are supposed to reflect the general dealer experience, how can only asking for customer replies when the dealer knows the experience has been good leave me with any faith in the ratings that the dealerships gain through this method?

Personally, I just say everything has been good and then fill in the survey with my negative comments :evil: