clyde

We've all read a lot of threads about people having difficulties with their service departments. A lot of people seem to have gotten into arguments with their service advisors, managers and techs about getting ECU flashes, work described in TSBs performed, etc. After reading an unending number of these stories I'm left with a few questions...

1) Why do people continue to go back to the same dealer time and again when they aren't getting the service they want? If there's only one dealer within 100 miles of you, I can understand, but it looks like most people are in metro areas that probably have a number of dealers. I'm in the DC area and there are at least a dozen dealers that I could go to before finding another one would even approach becoming a hassle.

2) How does everyone treat the people in their service departments? I'm most interested in whether the people having the most problems have been kind, polite and accomodating before having problems or if they've been rude and demanding from making the initial appointment (not that many people that are rude and demanding are usually aware of it).

3) Have people made efforts to cultivate relationships with those that make decisions about what work will be performed and those that actually do the work?

I worked at a Ford dealer for a while in high school many years ago and learned a few lessons that I've kept with me to this day. Treating the SAs, techs and managers with kindness and respect both when service is good AND when there are problems tends to have an impact on how well they treat you and take care of you and your car. Doing something as small as bringing a box of donuts for the SA and tech for a morning appointment or a (cold) six pack of cheap beer for an afternoon appointment will do wonders (in most cases) in getting them "on your side" for any future issues that may come up.

OTOH, being rude and demanding is a great way to get off on the wrong foot. When issues come up, you need to use a lot of tact in pointing out any errors in what they tell you. No one likes to be accused of lying (even when they are lying) and no one likes to called stupid (even by implication). And no one likes to deal with angry people. Regardless of how pissed you might be, you're probably better off long term if you don't act like it. Tell them that you're dissapointed, displeased, unsatisfied, upset, etc, but stay calm and appear reasonable.

All of that said, there are some service departments that just aren't any good. Techs can be borderline incompetent and service advisors/managers can be incompetent, unreasonable and generally bad people. I just don't understand how people can expect to have a decent service experience when nearly all of their pervious experiences with that service department have been negative. If you aren't getting the service that you want, find another service deparment. Ultimately, you'll be much happier even if you have to drive an extra 10-15 minutes to get there.

[/rant]

Raevik

You bring a very valid point. I've found it highly effective to simply be polite and work with them to reach the desired goal instead of trying to man-handle them.

That said, I've experienced some TERRIBLE service in my day, and it was damned tough. The closest I ever to losing it was asking for my car back because I didn't think they could be effective and there was "no point in wasting my time".

That was probably as rude as I got, but it was well deserved after 2 days of being lied to and ignored (and driving a base model cavalier, which didn't help).

snap-on

And Donuts will always help!

silver1_rx8

treat them like you want to be treated is my motto... seems to work great!

Sea Ray

Donuts huh? I'll remember that. That also probably helps to get past the lineman up front?

davesaunders300

I live in the Atlanta metro area and the dealer I have been using (Stone Mountain Mazda) has been great. They've done everything I've asked them to do without any questions (M reflash, oil sensor, air bag recall, etc.). They did break the glove box damper when they did the air bag but they ordered the part and replaced it without me having to call them on it.

I'm getting the free maintenance for 50,000 miles so I haven't spent a dime on the car except for gas and an occasional quart of oil.

The service advisors also seem to be very knowledgeable about the car. They've been able to answer all my questions without hesitation and their answer fit with information I've seen elsewhere.

v300

iTrader: (1)

Robert Glover over at Browning (Cerritos, CA) is very easy to work with. Other than just the material stuff... all excellents on the survey helps.

x3dfxWolfeman

If you are in the DFW area and need servce, I would recommend calling Penny at Town North Mazda in Richardson.

Excellent service and support through an airbag recall service, as well as replacing the bolts on my chair (they had started to squeak) and getting the car's computer flashed after a few rough starts.

Now I need to give her a call about my flakey AC...looks like the cycling AC is hitting my car as well :/

TODreamer

I agree with the good treatment thing.

little things like donuts and beer is always good, but you don't even have to go that far at first......just be nice, courteous, polite, reasonable and treat them like human beings.... loosen up and talk/treat them like you would a friend and that'll do you just fine....always worked for me.

start with the donuts and beer like the third time you come in for odd maintenance (oil changes and the such) and it'll seem more geniune.

Once you get them to feel that you are genuine in your acts you'll get even better service.

mamccubbin

I always try to be polite and treat the service staff with respect. I ask them how they are doing when I arrive and let them know I appreciate the service when I leave. As someone who works in retail, I can't tell you how much little things like this can do. Understand that all day long these folks are dealing with customers who are in a hurry, upset, or just rude. One nice comment now and then can really help their attitude and the service you receive.

otrovago

I slip him a bag of KB every now and then to keep him motivated.
works great.

ribz

In my case the return trips are due to the fact that we're working through problems that were caused by the dealership before and after delivery. In short they scratched the radio face, broke climate control buttons numerous times, scratched the door and bumper, and ruined the paint on the door in the process of reparation. Because this isn't warrant-related and because they continue to break things as a result, I'm stuck with them for other warranty work that requires immediate attention. For folks who aren't going throgh the same thing: I guess dealer incentives keep them there (loaner, free oil change, inspection, etc). As you mentioned, the location is key. I'm near 2 shops - the next nearest is out of state.
The best bet is to stay cool. Service reps have an evil agenda where warranty work is concerned; that is: get the car back on the road with the least amount of cost to the folks who write the checks. Most reps embrace this -- they're inhuman in this mode. That being said, it's difficult to respect someone who's monetary priorities supersede doing the right thing. Back to the point: stay cool. Unless you know someone at the dealership, your relationship is strictly professional. Embracing that and keeping dialogue calm tends to give the customer the upper hand. I've seen my service director storm away from me yelling "let's take this inside!" because I didn't let him get under my skin. Try it.
Not really -- I didn't drop over 30 grand for a personal relationship. I expect product first and would imagine the same expectations toward me in a reciprocal situation. That's not to say "fix my car and shut up", just saying that delivery of product and service take precedense over pleasantry. All that aside, I do try to chat folks up. Quick way to get servicemen to talk: bitch about parts. I got the head of body on a rant one day just talking about the poor shape of these body kits that Mazda badges and ships as original equipment (not the fact that his staff are fresh-out-of-vo-tech gorillas who couldn't follow any amount of directions).
I agree that you'll catch more flies with honey (beer, donuts, both) but I don't think of that as an obligation. I'd be more compelled to buddy up with the service department if they hadn't done such horrible work to begin with, then treated me like garbage. Yes, staying calm is key -- that philosophy works all over. You're also correct when you say that some places are just plain bad. In my case, I toured the facilities and observed how highly-decorated they were (Mazda awards for years). In the end I got suckered, I guess. Apparently, one thing folks can do is contact Mazda in such a situation. Mazda can't force the dealer to do anything but it can prevent the dealer from being awarded in the future. We'll see about that. After my experience they shouldn't receive an award for the next 5 years.

Regards,

HeelnToe

LOL, I didn't think anyone else did that. We often take SOMEthing for the tech(s), not so much to "win them over" as in sympathy for what they go through. It's a lot like working in IT, you get all the blame when you're actually the guy trying to HELP.

Shortly after buying the car and getting the recall/TSB work straightened out, we showed up with milkshakes for everyone. Again, not to buy their friendship, but just to show appreciation, to let them know we realize they have lives too, and aren't "just" techs and sales reps to us.

Renesis2004

:D I've read about all kinds of experiences that people have had with the service depts. at their dealer. I've gotta tell you, my Mazda dealer's service (Park Mazda in Akron, OH) is the best I've ever seen in almost three decades of new car purchases.

Yep, I treat them decently, but why wouldn't I? Every time I walk in the door, they all know me by name and treat me like I'm an important person. Rob, their service advisor, is always friendly, yet very professional and polite. One of their techs is exceptional with the 8s, and I've told all my friends that if they want a car to be worked on, Brad is the guy to get.

I've been so impressed with my dealer's service dept. that when my best friend went out-of-state and bought a beautiful '91 RX-7 convert at the beginning of summer, he took it straight to Park Mazda and told them to "do whatever it needs," practically giving them a blank check. They fixed a couple of things for a fair price, fixed several other little things for free, and inspected and/or adjusted 100 things while changing all the fluids.

These guys are so good that I had them rebuild the front end and do the brakes on my restored '67 Corvair. I'm really picky about who touches that car, and from here on, if it's anyone other than me, it will be the Mazda dealer (go figure, huh?). Again, on the Corvair, I got more than my money's worth. BTW, thanks for the donut idea... next time I go there, I'll pick up a box for them!

I know I really lucked out here... I've had some TERRIBLE service over the years. If you happen to live within reach of Akron, then try these people. They are exceptional.

flatso

so donuts and beer work huh

I don't want a bunch of fat drunks working on my car....I think I will stick with being polite

VTLC

I just picked up my car from Lithia Mazda of Fresno, CA yesterday and yep what a deal I got. This is the only Mazda place within 30 miles or so, so I go there cuz its closer. For the SC they are usually really nice but, I have seen several times when cuxtomers have complained and I just wonder why. My relationship with them was pretty good until yesterday, when I was told my car was ready and I went in to get it. They left it out in the front where the used cars were, like it was a used car for sale. It was dirty as heck with finger prints and such all over the car. Checked inside and same thing, prints all over the headliner, wheel, shifter, radio and doors, even my back seats had some black spots large as a dime, and its on red leather so clearly evident. I kindly went back and asked may I get my car washed its kinda dirty. And was I in for a surprise, the SC said, I had them wash it this morning already your good to go. Then I said well its still kinda dirty would you just please look at it. He said he didn't have time right now bring it back within an hour or so. So I said, do you guy even check the cars after services are completed or the SC just do the check in and not the check outs. He ignored me and just kept looking into the computer screen. So I left and drove the car to the back where they wash it and asked the guy back there to do it for me, and he said, we didn't get to it this morning so he will get it done. A min later the SC came back there and told me to go away and my car was already washed, I told him just look at it, does it look like its been washed. He said OK OK I'll have them do it again but it wont be until an hour or so. So they washed the outside. I will never take my car there agian, never agian. And of course they couldnt duplicate or validate the issue I brought the car in for. Oh and they drover the car for 21 miles too. Next time I need something done I'm going to Selma wich is about 30 mins away. Stay away from Lithia of Fresno.

bluesunlion

Ditto this. I've had good service from her/them also.

ProtoConVert

I try to talk with the tech as much as I can before/after service is done... In all cases they know more than the service write-up person, and I haven't had to talk to a manager yet.

The techs usually know what they're talking about (People's Mazda in Las Vegas) but sometimes I can't tell if they know more or less than me... for instance the one I usually speak with insists that the various flashes are used to remedy specific problems with the engines, as opposed to the flashes being sequential upgrades. I can sort of see how a sharp tech would do that if he sees it works but its totally different from what I see on this board.

All in all I think most people on this board are in the unfortunate situation of knowing way more about our cars than techs/ service advisors/ even dealers. I just wish that techs and advisors would read this board more often, or maybe for Mazda to designate all of us on our car's service records as probably knowing more than the avg customer, to spare us the BS.

boothguy

I was cordial, courteous, respectful, conversational, damn near nauseating the first time I took my car in for service, and here's what I got in return. M flash denied, even though the TSB was already out; passenger airbag wiring harness replaced, but sneaker scuffs all over the inside driver's door panel; oil changed, but overfilled by a quart-and-a-half. When I complained, I got great conversation, but nothing else and still had to take my time to return the car to have the M flash done and the oil changed correctly. And because I didn't notice the overfill right away, they charged me for the second oil change. I've given them a poor rating on the customer satisfaction survey, which may do the most good.

This was at Cush Mazda, Escondido, Ca. and the closest dealer that has a good service reputation (John Hine in San Diego) is a solid 45-minute drive away. I've bought my parts at this dealership for years, and they've even had my RX7s in for an occasional service and always tried to build a positive relationship. I think the biggest part of the problem is that the people doing the kind of work I've had problems with are probably pretty junior employees, and prone to do a sloppy job.

I frankly don't believe in giving extra goodies for a product or service you're paying the market rate for in the first place. If someone really goes out of their way and does someting extra for you, that's a different story. I also believe that when someone's done an especially good job for me, I should point it out to their supervisor. And I do.

DOMINION

Well they all know me by now an oh do they love me. I tell'em take care of ma babe. Then I give'em five bucks.

Oranje

So if I understand the theme here, we should post the attached image in the old roladex the next time we call to arrange service.

Cheers,
Oranje

shelleys_man_06

I treat these guys with the same respect they treat me .