A tale of 2 dealerships

2862 Views 29 Replies 16 Participants Last post by iburke, Jun 15, 2007

jimmyb

Discussion Starter · Jun 13, 2007

Note: This is NOT a foreign vs. domestic story, but rather a story of 2 dealerships, one Mazda, the other, Chevrolet.

I took my 2007 Mazda CX-7 in last week for repair, the "check engine" light was on.
I made an appointment on line, was contacted, via email, by the salesperson I bought the car from. I scheduled a time (through the salesperson) and took the car in. The servicewriter had my paperwork ready and asked if I could wait for 30 minutes for the car. He said that if I couldn't he would give me a car, however, he stated that there was a TSB (I almost fainted that the servicewriter knew about the TSB) on this issue and he felt he could fix the car quickly. I waited and 25 minutes later he handed me the keys, explained what they had done and I was on my way. There were no signs that a technician had been in my car, under the hood (to do the computer reflash, per TSB), or had opened the gas flap (to replace the gas cap, also per the TSB). The one sign they had been in my car was that is was fixed.

Yesterday, I took my 2005 convertible to the dealer to fix a clicking noise in the steering column. The servicewriter said they would need the car all day and provided me with (via Enterprise) the nastiest Cobalt I have ever seen. They completed the repair late in the day so I picked the car up this morning. When they drove my car around, the first thing I noticed were the greasy hand prints on the entire length of the "A" pillar (and on the windshield). I get in the car and see 3 large, black, greasy scuff marks on the bottom of the door panel. Now, the car is fixed but I brought them a spotless car and got back a car that had been left outside overnight (and it rained) with enough DNA from the tech to convict him of a felony. I mentioned the Mazda TSB (and the servicewriter's knowledge of it) above because my corvette has had 3 issues involving TSB's ("service active handling", rear end clatter, and of course, the now famous DBS reflash). In each case, I took a copy of the TSB, and in each case I needed it as the servicewriter had never heard of it.

These dealerships are 2 miles from each other, and 2 million miles apart in how they do things.

What's funny is how much slack I have cut the corvette dealer in the 30 months I have had this car (this is the FIRST time they have fixed my car in ONE day), I doubt I would accept the same level of apathy and lack of product knowledge from a Mazda dealer.

Jimmy

See less See more

1 - 20 of 30 Posts

Patrick

· #2 · Jun 13, 2007

jimmyb said:
Note: This is NOT a foreign vs. domestic story, but rather a story of 2 dealerships, one Mazda, the other, Chevrolet.

I took my 2007 Mazda CX-7 in last week for repair, the "check engine" light was on.
I made an appointment on line, was contacted, via email, by the salesperson I bought the car from. I scheduled a time (through the salesperson) and took the car in. The servicewriter had my paperwork ready and asked if I could wait for 30 minutes for the car. He said that if I couldn't he would give me a car, however, he stated that there was a TSB (I almost fainted that the servicewriter knew about the TSB) on this issue and he felt he could fix the car quickly. I waited and 25 minutes later he handed me the keys, explained what they had done and I was on my way. There were no signs that a technician had been in my car, under the hood (to do the computer reflash, per TSB), or had opened the gas flap (to replace the gas cap, also per the TSB). The one sign they had been in my car was that is was fixed.

Yesterday, I took my 2005 convertible to the dealer to fix a clicking noise in the steering column. The servicewriter said they would need the car all day and provided me with (via Enterprise) the nastiest Cobalt I have ever seen. They completed the repair late in the day so I picked the car up this morning. When they drove my car around, the first thing I noticed were the greasy hand prints on the entire length of the "A" pillar (and on the windshield). I get in the car and see 3 large, black, greasy scuff marks on the bottom of the door panel. Now, the car is fixed but I brought them a spotless car and got back a car that had been left outside overnight (and it rained) with enough DNA from the tech to convict him of a felony. I mentioned the Mazda TSB (and the servicewriter's knowledge of it) above because my corvette has had 3 issues involving TSB's ("service active handling", rear end clatter, and of course, the now famous DBS reflash). In each case, I took a copy of the TSB, and in each case I needed it as the servicewriter had never heard of it.

These dealerships are 2 miles from each other, and 2 million miles apart in how they do things.

What's funny is how much slack I have cut the corvette dealer in the 30 months I have had this car (this is the FIRST time they have fixed my car in ONE day), I doubt I would accept the same level of apathy and lack of product knowledge from a Mazda dealer.

Jimmy

Why do you keeping going back to that place after 30 months? That just downright sucks.

What dealer is that so we can publicly humiliate them? I'll get some popcorn going and find my bull whip.:whip:

See less See more

qualitywah

· #3 · Jun 13, 2007

hey i know what you mean i work at chevrolet in the make ready. i deal with all of the cars and corvettes. we try to do our best with the corvettes as they are out priority but there are some people that are just clueless and dont pay attention to those things. i know one thing is that your hands get dirty back there very quick and those little paper floor mats are not enough. the reason why your car got so dirty is probly three different peopeo have driven your car and everyone doesnt have spotless hands but that is unacceptable to leave your car dirty. usualy they will wash your car for you.

jimmyb

Discussion Starter · #4 · Jun 13, 2007

Patrick said:
Why do you keeping going back to that place after 30 months? That just downright sucks.

What dealer is that so we can publicly humiliate them? I'll get some popcorn going and find my bull whip.:whip:

I have tried 2 different dealers with the same results, I could write volumes about this subject. My purpose in writing this post was not to throw the chevrolet dealer under the bus as much as it was to praise the Mazda dealer and show that we should all demand more of our corvette dealers.

Jimmy

qualitywah

· #5 · Jun 13, 2007

well at my dealership atleast if we have 30 that just got fresh off the truck and we get 5 corvettes after all those. we get those corvettes out of there as quickly as possible. they really are a priority.

TheRooster

· #6 · Jun 13, 2007

qualitywah said:
well at my dealership atleast if we have 30 that just got fresh off the truck and we get 5 corvettes after all those. we get those corvettes out of there as quickly as possible. they really are a priority.

Good to hear a dealership is treating their best best product with higher standards. Some just treat a Vette like a Cobalt.

Patrick

· #7 · Jun 13, 2007

jimmyb said:
I have tried 2 different dealers with the same results, I could write volumes about this subject. My purpose in writing this post was not to throw the chevrolet dealer under the bus ...

Oh.

TheRooster

· #8 · Jun 13, 2007

Patrick said:
Oh.

I heard a thump thump. :rolling:

Unsprung

· #9 · Jun 13, 2007

Your story is just the latest in a seemingly endless novella of sad and bad customer experiences for a brand that deserves far better.

In Europe, Corvette and Cadillac are sold alongside one another in a luxury-performance dealership dedicated to those two brands. It's a pity that historical precedents and political silos prevent General Motors in the US from giving the Corvette buyer and Corvette owner a retail experience commensurate with the brand's true values.

Your story, and the many others like it on this forum and elsewhere, are examples of what happens when a brand is handicapped by legacy issues that are out of touch with the market. It must be difficult to be a Corvette product manager and to realize how little control you have over the total customer experience. Embarrassing.

See less See more

iburke

· #10 · Jun 13, 2007

Not all business's are created equal...

Our Chevrolet dealer would make your Mazda dealer look like Joe's garage(nothing personal against Joe).
There is no need to call ahead as when you pull in the service writers go into action. What your trouble is, How much time you have, do you need to be taken some where or will you need a loaner car. If your in a Vette the Service manager is called to talk to you before you leave, to ensure a proper under standing of the trouble is in hand. They do every thing in there power not to keep the car over night. My Z06 has came back wash or detailed every time even from an oil change. My wife took her Aveo in to have them look at a problem with a rear door handle. Turned out to be operator error:laughing: . But she had been talking to them about a 2007 3/4 ton pick up and ask it she could test drive one. they gave her a new 2007 truck as a loaner for the Aveo(thats a $46k truck to replace a $12k car).

If you have no other option but to use that dealer I would be writing letters to the general manager there and to GM also. The only reason people get poor service is because they let the business's get away with it and they keep going back. (the squeaky wheel gets the grease)

If you do get exceptional service let The General Manager know about it also let them know who there good employees are.

I run a service business and know how it works. I have had bad employees almost wreck our business while we were gone on a two week vacation.

Just my two cents...

See less See more

Schuyler

· #11 · Jun 13, 2007

iburke said:
Not all business's are created equal...

Our Chevrolet dealer would make your Mazda dealer look like Joe's garage(nothing personal against Joe).
There is no need to call ahead as when you pull in the service writers go into action. What your trouble is, How much time you have, do you need to be taken some where or will you need a loaner car. If your in a Vette the Service manager is called to talk to you before you leave, to ensure a proper under standing of the trouble is in hand. They do every thing in there power not to keep the car over night. My Z06 has came back wash or detailed every time even from an oil change. My wife took her Aveo in to have them look at a problem with a rear door handle. Turned out to be operator error:laughing: . But she had been talking to them about a 2007 3/4 ton pick up and ask it she could test drive one. they gave her a new 2007 truck as a loaner for the Aveo(thats a $46k truck to replace a $12k car).

If you have no other option but to use that dealer I would be writing letters to the general manager there and to GM also. The only reason people get poor service is because they let the business's get away with it and they keep going back. (the squeaky wheel gets the grease)

If you do get exceptional service let The General Manager know about it also let them know who there good employees are.

I run a service business and know how it works. I have had bad employees almost wreck our business while we were gone on a two week vacation.

Just my two cents...

:agree: :agree: "Operator error":laughing:

jimmyb

Discussion Starter · #12 · Jun 13, 2007

Patrick said:
Oh.

Patrick,
Ok, OK, my original post was a minor "bus throwing". I did a major bus throwing over the computer reflash (DBS) some months ago and got put on double secret probation and got called names.
I was emotionally scarred for 6 minutes after that and learned my lesson.

Hey, wait a minute. Weren't you the guy that allowed 12 snowflakes to hit your new C6?

This is killer. I just hijacked my own thread. What a country!

Jimmy

Supersayin1

· #13 · Jun 13, 2007

well you may have been giving praise to the mazda dealership but you also kind of turned me against getting a 2005 c6 which I had originally planned on doing next month. They apparently have more problems than I was aware of. Roof flying off steering column issues ect.. So I may get a 2004 instead.

Performin

· #14 · Jun 13, 2007

I know how you feel. I currently use the dealership where I purchase my Corvettes. They take very good care of my cars and I have not had one problem with them. When I had the roof delam recall work done, I did notice that there were some cuts on the interior door handle. I didn't think much of it and just took the car. Well, it's been a year now and I decided to have the side scoop TSB work done. While on the phone, I told the service writer about the cuts in the door handle. He said he'd check into it and would get it replaced for me.

A few years back, I took my Viper GTS into the dealership for a TSB repair. The put a 7 inch scratch around the front fascia of the car. I wasn't too happy. They did nothing for me so I took the car and the TSB work to another dealership. The local Viper Club pulled away from this dealership and took their sponsorship to another one.

See less See more

iburke

· #15 · Jun 13, 2007

Schuyler said:
:agree: :agree: "Operator error":laughing:

Child proof locks got the best of us...:rolling: :rolling: :rolling:

Polykarb

· #16 · Jun 13, 2007

I've had a similar experience, it involved a Toyota dealer and a Chevy Dealer.

I had my 2000 Celica taken in for a 75 thousand mile service. Flush and fill fluids, tires balanced/rotated and the whole 9 yards. Made an appointment to get the Celica serviced at 9am, got it back at 1pm with courtesy van transportation to and from dealership.

Then i got my 2007 Corvette... Noticed that the alternator was squeaking, the bearings were bad already (my vette was sitting on a lot for a year since manufacture). Made a 9am appointment with the local Chevy dealer to get it looked at.

I get there at 9am and wait till 1pm like a dumbass, pissed beyond belief to know that this dealer SERVICES OIL CHANGES BEFORE ANYTHING ELSE.

So i go back to get my Vette, infuriated and took it home.

Got a call from the same Chevy dealer later that day, they were "not satisfied with they way you were treated". I told them damn right, they should feel like ****. So i take it in again, they order the part and everything is fine.

All in all, when you buy a PREMIUM VEHICLE, you should get PREMIUM SERVICE.

See less See more

qualitywah

· #17 · Jun 13, 2007

most good chevrolets do treat vette owners very well. theres a little saying where i work "mess up a vette, lose your job" lol that makes sure they take good care of them.

XS-Style

· #18 · Jun 14, 2007

Does anyone know of a resource available to corvette owners that would list reputable dealerships and repair shops (for those of us with older models)? If not, we should create one and break it down by state. Each of us gets advice from friends and fellow 'vetters. "Oh, dont take yours there" or "Go to Al, hes awesome". We dont have to promote those dealerships and service bays that have given us shoddy workmanship or unprofessional treatment. Our cars are special, dealers and servicers should treat them as such. With that kind of a resource circulated in our forum here, and in our local clubs, I would believe a change to be do-able. If one dealership on one side of town couldnt sell a vette on a 10,000 dollar bet, while the one on the other side of town sells 20 a year, even GM might notice. When asked, those owners can honestly say 'It was their service and professional attitude.' Top quality service and professionalism where it comes to our corvettes is what keeps us comming back for more. We know it works, weve even seen it work. Rick Conti has built his career that way. It should always work that way. Period.

** end of rant. Thank you :laughing: **

See less See more

johnnyk8

· #19 · Jun 14, 2007

I have an interesting story similar to these. We bought a new Jaguar in Rockford IL. and got great service on our first visit (before we bought it and on all visits since). The dealer arranged the indoor show room with only cars we were interested in and were in our budget. We walked in and there was an entire show room full of cars setup just for us. For example - If it did not have a CD changer in it (one of our requirements) it was not on the floor. They treated us like royalty.

We had an issue with the car while in Minneapolis so we took it to Downtown Jag / Lotus and they said they needed to order parts etc... It would take a few days but the car was totally drive-able. It needed about $2000 in parts and labor. I told him to hold off and I'll have my guy back home (Rockford) deal with it since we were on vacation. When I got back home I had my guy look at the car and he fixed it in 5 min!!!!!! This other dealer was going to waste my time and $2000 of Jaguar / Ford's money on a bogus warranty repair!!! My guy said, "That's why I prefer to look at the car myself before ordering parts based on some knucklehead's diagnosis."

Sorry long story but it shows how dealers are different.

BTW - the GEM Module was unplugged.

See less See more

White Coupe

· #20 · Jun 14, 2007

Dealers

They are your buddy before you buy but you'e a stranger when leave.

wwr

1 - 20 of 30 Posts

This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.