In case we haven’t had one before, haha!

A month ago, my car decided to light up the ol’ Check Engine light. No problem, I thought. Get out the scanner and see what’s going on, right? Well, it’s an emissions-related thing, so the local specialist doesn’t really want to deal with it. So back to the dealer it must go (about a 40-minute drive, under normal conditions).

Fine. I called the dealer to set up an appointment. It’s a full month before they can even take it in to look at it. Lovely. 8am on Saturday the 25th… got it.
And then the “appointment specialist” proceeds to tell me that if the light isn’t blinking, it’ll be fine to keep on driving it in the mean time.

Now, I’m no genius, but I do know a thing or two about a thing or two. And I know that this car has a “family history” of certain issues, and I know I don’t want it to flake out on me when I’m not very near the house. I’ve got another vehicle, so I figured I’d just park this one for a bit while I wait for my [month-away] appointment.

Well, one morning a week or so later, I figured I’d go ahead and drive it to work. FAFO, I did!
A different light started blinking furiously at me about a third of the way to work, and the car went into limp mode. No engine speed over 2500 RPM, no vehicle speed over 25 mph.

Choices: a) turn around and take it back home, swap vehicles, go on about my day; b) drive it on in to work.
Logic: if I turn around, it’s mostly uphill, and I’ll fight it the entire trip. If I go to work, I can coast most of the way, not fight it much, and have plenty of room to leave it there until I can get it to the dealer. I chose option B, drifted into the back lot at work, and made a reservation for a U-Haul tow dolly. (Refer to my U-Haul rant in a separate thread.)

Let’s move forward about three weeks, to this past Monday. On a suggestion from 4MUL8R, I talked with my insurance agent about the towing coverage built into my policy. A few minutes with him, and it made sense to cancel the trailer reservation and just get the car towed. So I called the recommended (by my agent) tow company, and made a plan to get the job done. This is the point in the situation where things ought to get easier, right?

Well. The tow company was due to pick up the car this morning, and I was going to go visit the dealer after work (skipping out a bit early on a beautiful Friday afternoon). Just before lunchtime, the lady at the tow company called. Driver got sick, can’t make it, other drivers and trucks are already scheduled, so on and so forth. “No problem,” I say, knowing full well that sh*t happens. She said they’d pick it up Monday morning, and I’m totally fine with that. I’ve been waiting this long already, right? No sweat.

So I figured I’d do the courteous thing and call the dealer service center to let them know the car would be arriving Monday instead of today. and that’s where things got tense. The lady there asked, “have you tried another tow company?” Um, no ma’am, I haven’t, for I’ve had this company arranged for almost a week now. “Well, let me give you the number for a different company, they might be able to take it today.” Okay, thank you for that. If it doesn’t fly, I’ll see you all on Monday. And then came the admonishment: “Well, you could have brought it earlier.”



Well, ma’am, that’s the opposite of what your team told me when I called to make the appointment to begin with, a month ago!
I tried to go ahead and bring it when I first called you, and darn near had to argue with your rep when I said I’d drop it off on Friday (today) and be there to talk with service reps Saturday (tomorrow) morning — a single day early.

I’ll admit, I did some stress-eating at lunch while trying to become less annoyed about this morning’s exchange with the dealership. And truly, I believe the “appointment center” is nothing more than a call center, likely not even at the dealership.

My crew left work early this afternoon, and I left with them, enjoying a beautiful fall afternoon. And then just a few minutes ago I got an email from the dealership — a “reminder of your upcoming service appointment, tomorrow morning at 8am.”

It’s as if I hadn’t even made that phone call this morning….

Monday afternoon’s visit is going to be… um… entertaining.

VA? Vehicle inspections? What vehicle?

I have a 2017 Silverado, 185k miles. The check engine light is on all the time now, O2 sensor or emission codes. I just leave it be.

quote:

Originally posted by vthoky:
In case we haven’t had one before, haha!


Well. The tow company was due to pick up the car this morning, and I was going to go visit the dealer after work (skipping out a bit early on a beautiful Friday afternoon). Just before lunchtime, the lady at the tow company called. Driver got sick, can’t make it, other drivers and trucks are already scheduled, so on and so forth. “No problem,” I say, knowing full well that sh*t happens. She said they’d pick it up Monday morning, and I’m totally fine with that. I’ve been waiting this long already, right? No sweat.

So I figured I’d do the courteous thing and call the dealer service center to let them know the car would be arriving Monday instead of today. and that’s where things got tense. The lady there asked, “have you tried another tow company?” Um, no ma’am, I haven’t, for I’ve had this company arranged for almost a week now. “Well, let me give you the number for a different company, they might be able to take it today.” Okay, thank you for that. If it doesn’t fly, I’ll see you all on Monday. And then came the admonishment: “Well, you could have brought it earlier.”



Well, ma’am, that’s the opposite of what your team told me when I called to make the appointment to begin with, a month ago!
I tried to go ahead and bring it when I first called you, and darn near had to argue with your rep when I said I’d drop it off on Friday (today) and be there to talk with service reps Saturday (tomorrow) morning — a single day early.

The dealer has no fault in this. They are scheduling a month out, most likely under staffed with diag techs.
They set the appointment as promised.

quote:

The dealer has no fault in this. They are scheduling a month out, most likely under staffed with diag techs.
They set the appointment as promised.

That wasn’t the main point of his rant. The lady at the dealership told him today he could have brought it in earlier. What? He did try (nearly had to argue), and the earliest he could was today (the appointment date is tomorrow). So, the lady is an idiot. That is the rant.

Yes, sir, 12131, that is my rant.

I was more than happy to bring the car to them way early. It can sit on their lot as easily as it can sit on mine. But they weren’t having that. And that’s fair — it sounds like their lot is rather full (i.e.: shop backlogged) anyway.

Plus six hours after I called to let them know I’d bring it on Monday, I still get an email saying, essentially, “we’ll see ya tomorrow, bud!"

quote:

Originally posted by sourdough44:
VA? Vehicle inspections? What vehicle?

I have a 2017 Silverado, 185k miles. The check engine light is on all the time now, O2 sensor or emission codes. I just leave it be.

Oh, I get that. The CEL is showing on my 2002 Nissan. I know the problem (heated O2 sensor), I know the effects of not dealing with it (virtually nothing, for the past 50k miles or so), and I just let it be. I reset the light from time to time, but the truck runs as well as it always has.

This car, though, is a diesel VW, and the error codes have to do with the particulate filter. There’s no “let it be,” because the computers have put the car into limp mode. “Got no go, yo!”

Unfortunately you may have had your service scheduled by a “Business Development Center” instead of talking directly to a Service Advisor or the Shop Foreman. It’s basically staffed by personnel that are not selected for their automotive knowledge but for their ability to converse with the customers
and set appointments.

IMO the BDC concept does have some good BUT training is necessary for staff to know when it’s time to actually transfer the customer to the correct department instead of “winging it” because they are being graded on how many calls, and other criteria that I wasn’t privy to.

My big problem with BDC’s as a Parts Department staff member was when they (especially on a Saturday) when they would bring in the part time high school girls and they would give the customer erroneous information like “just bring in your VIN and they will make keys” (no can do, no proof of ownership no keys) or the best one “If you just ask them in parts they will wait after closing for you” (fat chance, the I’ll be there in fifteen minutes crowd usually takes an hour to get there then it becomes a question and answer game wanting us to guess what it will take to fix their vehicle)

Best bet is to get a Service Advisor’s name and speak directly to him or her.

quote:

Originally posted by shovelhead:
Best bet is to get a Service Advisor’s name and speak directly to him or her.

Absolutely, sir!

A couple of years ago this car spent a good long time there. I had a great relationship with the service manager. We got along really well.

When I called to make this appointment, I asked if he was still there… no one could answer that. (Which lends more to the idea that there’s a BDC involved.)

I hope the prior service manager is still there, but I think he may have retired since I saw him last.


- - - - - -


I’ve often said, “the bigger an organization gets, the more screwed up it gets.” This applied to at least two prior employers, and it certainly has affected this dealer.

A couple of years ago, the local Nissan dealer’s owners were essentially forced out by Nissan corporate and the dealership was taken over (bought out) by one of the large conglomerates. The same conglomerate owns the VW dealer I’m working with. That, too, makes me thing there’s a BDC or call center involved. I used to be able to call the nearby Nissan store, know exactly who I was talking to, and get directly to the service manager there. Not anymore! It’s an 800-number, and a “this call may be recorded for quality purposes” robot, and a long hold time… eventually answered by someone I know isn’t actually at the dealer.

Well vthoky, you’re probably right. Single point aka mom and pop dealerships are getting swallowed up by corporations/dealer groups which is a sense are the same thing, a faceless entity.

It’s been happening in the automotive world and is now spreading to powersports (motorcycle/atv) too.

Economy of scale, the automakers can slim down their staff, less field reps when an given areas dealership population is controlled by a couple of corporate owners.

Most likely Appliance Brad’s experience with Internet Sales is being initially run through a BDC,and he takes the bait only then is it actually handed to a salesperson as an “up”.

All their answers are scripted. Last dealership I was at we were told to use as the answer to a customer’s question was “My pleasure.” We were warned that incoming calls were randomly audited and we had to follow script. I didn’t and told my department head that I wouldn’t comply. And never did. Of course I could always “hope” that the phone auditors would get the “good” incoming call, one of my over decades long customers that it was sport for them to rip into me in a joking way.

The homogenization of the world I used to call it.

The Nissan dealership where we just bought our Pathfinder is part of All Star Automotive Group. They own 13 dealerships in this metro area. Trying to call any of them on the phone you have to go through an operator that routes you to the correct one. I make sure and get business cards from everybody so that the next time I need something I can call their line directly.

When I was in parts we were given business cards, of course a different era but it seemed to give us a bit more professionalism. Dealers at that time were trining to clean up their poor image with the public, hence the term “stelerships”.

Several years back it was common for dealerships to have departmental listings and all customer facing personnel had their photos and names on there. There is a trend to depersonalize the experience anymore, as to assume that anyone you reach is going to give you excellent service. We all know that is subject to interpretation though.

About the only personnel you will see in those dealer websites is the management team and the sales staff. Oh, can’t forget the dealer, his kids too, anyone else is anonymous.

You nailed it, shovelhead. This dealer uses a BDC.

I got the car picked up at work and delivered to the dealer this morning, then visited the service desk at the dealer this afternoon.

The desk had a crew of two, both probably a generation younger than me. One was clearly working on clocking the heck out of there on time, and didn’t even sense my presence. The lady at the desk made sure I knew I was there, but was involved with another customer at the time.

No worries, we all get busy from time to time. After a few minutes, the [new] service manager (also a generation younger) came over to talk. We had a good talk, really. I explained to him my car’s issue, and the lady at the desk poked into the conversation to say, “I haven’t had a chance to book it in yet.” No worries, I’m in no major rush.

I did ask the new service manager, “when I call here, do I get someone here?” He said, “no, we have a business development center.” I mentioned to him that I really didn’t enjoy dealing with the BDC and described last Friday’s interaction, and I had to grin with the lady at the desk quietly said, “I don’t like it either!” But the new guy gave me his card and pointed out his direct number, saying “if you need to call, use this number. It’ll get you here.” I appreciated that.

And I did inquire about the previous service manager. He hasn’t retired yet, though he did leave the organization. I learned that he’s working at another dealer up the road, so I went over there, intending to say hello if he had a minute. He did, and we had a great time catching up. He’s a good fella.

Female service manager sending videos. Check yes or no the work she suggests? This BS would be fine for scheduling a hair appointment. I now just go around her and speak with someone else. The last female in that job refused to replace a hubcap on my new car. I got one of the mechanics who spit on his hand and wiped the hubcap saying look lady it dont come off go get the man a new replacement.

There are competent female service managers as well as incompetent male service managers. I worked with a female service manager once, I was parts manager at that dealership.

Unfortunately today most upper level managers subscribe to the mantra that anybody can do any job with training. I say B.S.

I didn't get to talk to this lady much, but I got the sense from watching her help the other couple that she knows what she's doing.

quote:

Originally posted by shovelhead:
There are competent female service managers as well as incompetent male service managers. I worked with a female service manager once, I was parts manager at that dealership.

Unfortunately today most upper level managers subscribe to the mantra that anybody can do any job with training. I say B.S.

Yup, spent most of my childhood around dealership svc depts. My dad was Svc Mgr, Fixed Ops Mgr, Shop Foreman, etc.
Have seen both sides of competency from every class of people there is.
It's lucky when you get a good one & awesome when you have a team of them.

The dirty shame about dealerships today as in past years most of them will not pay to retain good, competent dependable help. With very few exceptions part of the interview process is to have the prospective employee sit alongside a wall and and put a flashlight to their ear. If it doesn’t shine on the wall they’re hired.

Quality of employees, worked at one, we had two different employees arrested by the state police on-site, unrelated cases but still. One place had a service tech that they assigned a Porter to do his test drives, he was on probation for multiple prior DUI’s, last charge or two became felonies due to the number..

Raises, a yearly game, if your employer used the “Well if you want more money sell more parts” in cases where you were paid on profit percentage it was a wash, no never went up any appreciable. So you went job hunting, gave your two weeks and took the best offer.

Only a couple I worked for in almost fifty years didn’t play that game. One of them, his philosophy was “I pay my people well. That way when they’re here they are working for me, not spending their time looking for another job. I don’t have to worry about them stealing from me, they’re doing their best when here.”

I worked for a couple that played the “pie in the sky” pay plan game, once you hit those high numbers suddenly you would hear “we need to restructure your pay package” which we knew to mean it’s not in our favor and when they added “you’re going to have the potential to make more money down the road” really meant if by luck,or skill you actually hit this level we’re going to cut it again.

Last time I officially had the manager title my dealer cut the service manager and my pay plans by one third. On my last day there the dealer gave me the line “I’m disappointed that you didn’t give this a fair try!” Sure, cut y pay to just a little below I signed on for three years prior, take away my vehicle allowance on top of that as I was commuting 50+ miles one way and I wouldn’t give it a chance!

And he stiffed me on my last commission check, when I contacted the state he told them it was actually a bonus and not part of my pay plan. He lied, state said I could file but I had to appear in person and it wasn’t worth going 3200 miles round trip to still probably lose. The commission never was referred to as a bonus, it was a “gentleman’s agreement” as he said when it was granted so no proof, he won.

Have you heard anything in regards to Klaus?

Crickets, sir. Crickets.

I’ll call down there Monday and see what I can learn.

Two days, two calls*, two messages left, zero returned.

Friday will make two solid (business) weeks. I may end up driving down there again then.

- - - -

* calls to the "direct" line on the business card the service manager handed me.