Awful service experience

[Traveller128]

Tangentially, my personal hell would be having to deal eternally with cocksure idiots in Customer Service. You know the type: patently stupid, but also driven to lecture their social superiors without hesitation.

Years ago, I had the unfortunate luck to work in the same office with one such fool. That I never gave into temptation and knocked that person out has to qualify as some sort of temporal miracle.

You probably screwed up this timeline. Thanks.

Sponsored

 

[lights]

Literally every car forum says this about their respective brand.

It’s the “ drivers from X are the WORST!” Recycled.

 

[DaltonGang]

So far, my dealership has been good. Except when new, they put 6 qts of oil in it. They weren't use to the new JL 3.6. They drained a qt out, immediately, when I told them, before I left the lot. I will only deal with one service writer there, because he knows his business, does a good job, and goes out of his way to write things up, so they are covered under warranty. The worst experiences I've had are with female service writers, who know nothing about your vehicle, and screw up the work order so bad, the mechanics don't know what to look for. But, they look cute screwing things up. I went round and round with one, over bubbling in my paint, at the hinges. She just didn't get it and wanted to argue, saying she didn't see a problem, and it wasn't a warranty issue. I got fed up, spoke with the manager, and he got me a service writer who knew what he was doing. Warranty, no problem, we've got you covered.

 

[aldo98229]

So far, my dealership has been good. Except when new, they put 6 qts of oil in it. They weren't use to the new JL 3.6. They drained a qt out, immediately, when I told them, before I left the lot. I will only deal with one service writer there, because he knows his business, does a good job, and goes out of his way to write things up, so they are covered under warranty. The worst experiences I've had are with female service writers, who know nothing about your vehicle, and screw up the work order so bad, the mechanics don't know what to look for. But, they look cute screwing things up. I went round and round with one, over bubbling in my paint, at the hinges. She just didn't get it and wanted to argue, saying she didn't see a problem, and it wasn't a warranty issue. I got fed up, spoke with the manager, and he got me a service writer who knew what he was doing. Warranty, no problem, we've got you covered.

Which begs the question, what role are service writers supposed to play?

Service Advisors increasingly see their role as being there to greet the customer, and write up the service order in a way that can be processed by their Service Dept.

The problem comes when dealers pay technicians by the TYPE of work they do. Some types of work (customer paid repairs) get paid more than others (oil changes, warranty work). So in order to maximize their take-home pay, techs want to pick and choose the type of work on which they spend their day. If they don’t like the job they get from a service advisor, they will push back, argue and refuse to do it.

The role of the Service Advisor ought to be to represent the interests of the customer in the service bay, and persuade his techs to do the work.

Unfortunately, dealers go through Service Advisors like toilet paper, and the skill set that’s available now is as low as you can get.

 

[cosmokenney]

Unfortunately, we are all paying for the bumper-to-bumper warranty, whether we use it or not.

Jeep ought to make the factory warranty an option, just like leather seats or gorilla glass, and drop the base price of the vehicle by $3,600.

Anyone who wants to be abused and mistreated by the dealers can go ahead and click on the factory warranty option.

3-Year Bumper to Bumper Warranty - $3,600​

That's a really good idea. I also do most of my own work.

 

[TheRaven]

That's a really good idea. I also do most of my own work.

Problem is, in order for the idea to even be POSSIBLE, we'd have to persuade automakers to make their proprietary vehicle operation and diagnostic platforms open or at least available to anyone. Good luck with that. As it stands right now, you literally cannot just "do all the work yourself". It's not physically possible.

For a great illustration of how much of a mess this is, check out the current "right to repair" battle being waged by independent shops' interests vs automakers.

 

[RJ7]

The problem with most modern dealerships is incompetence.
When I ordered my Jeep, I knew more about the product than my salesman and his Mgr did.
It's a joke going there. Nice to your face when you're buying, but need something after......yeah OK
It's a tough racket, transient occupation. Salesman and mechanic techs come and go like a a revolving door. Three months into my six month wait for my Jeep, I had a different salesman call me. The one that did my paperwork quit. Clown show
I feel your pain bro, I've had more poor experiences at the dealerships than positive .
It's not like the old days where you would have the same salesman for decades.

 

[Heimkehr]

When I ordered my Jeep, I knew more about the product than my salesman and his Mgr did.

As complex as modern vehicles are, and with a plethora of available options across multiple trims, I've been pretty forgiving as it concerns product knowledge. No salesman is going to pore over the individual stats and specs as much as I will during my pre-purchase due diligence.

That said, there are limits to my patience. My salesman was a young guy who also owned a Wrangler...and yet, he was whiffing most of the increasingly softball questions that I was asking, particularly during the test drives. He was polite and clueless in almost equal measure.

In the end, I sold the Jeep to me, not him. I wasn't surprised at all to learn that he moved to a different dealer (brand & location) not long after I took delivery of my new JLU. Hopefully he found the new place to be less demanding, in terms of dealing with customers who might expect him to have more than an ounce of product knowledge about what he was charged with selling.

---------------

Tangentially, this is why I prefer to use self-checkout lanes. I can scan and bag my items with more speed and accuracy than almost any cashier with whom I've dealt in recent memory. Frankly, I don't expect general customer service trends, which have really gone downhill in my lifetime, to recover before I depart this vale of tears, either.

 

[swampflyer]

As complex as modern vehicles are, and with a plethora of available options across multiple trims, I've been pretty forgiving as it concerns product knowledge. No salesman is going to pore over the individual stats and specs as much as I will during my pre-purchase due diligence.

That said, there are limits to my patience. My salesman was a young guy who also owned a Wrangler...and yet, he was whiffing most of the increasingly softball questions that I was asking, particularly during the test drives. He was polite and clueless in almost equal measure.

In the end, I sold the Jeep to me, not him. I wasn't surprised at all to learn that he moved to a different dealer (brand & location) not long after I took delivery of my new JLU. Hopefully he found the new place to be less demanding, in terms of dealing with customers who might expect him to have more than an ounce of product knowledge about what he was charged with selling.

---------------

Tangentially, this is why I prefer to use self-checkout lanes. I can scan and bag my items with more speed and accuracy than almost any cashier with whom I've dealt in recent memory. Frankly, I don't expect general customer service trends, which have really gone downhill in my lifetime, to recover before I depart this vale of tears, either.

Really sad the way things are going. You know the salesman doesn't know his product when he doesn't look you in the eye when a question is asked . If they look you in the eye and answers you, it's usually a lie if he finishes the answer before you finish the question. I prefer to be told, (I don't know but give me a minute and I will find out).
I have been lucky with the sales person because I go in and tell them here is what I want. Can you do it or not. if he says I don't know, then get up and walk towards the door. Guarantee a sales manager will be on your heels before your out the door wanting to know why your leaving so fast.. They set over there in their little enclave and watch their sales people like a hawk. I have been fortunate with my dealer that's why I keep purchasing from them. The best sales person I have ever had was a young female and she knew her product. She was sharp and not afraid to speak to who ever to get you what you wanted. They lost her a few months later, she is a manager somewhere but not in the car business.

.

 

[Heimkehr]

Really sad the way things are going. You know the salesman doesn't know his product when he doesn't look you in the eye when a question is asked . If they look you in the eye and answers you, it's usually a lie if he finishes the answer before you finish the question.

I prefer to be told, (I don't know but give me a minute and I will find out).

In my example, I was hearing a lot of "I believe so" as the unchanging reply to my questions. That's just smoke and mirrors for one's lack of knowledge. Responding in that way should fool no one.

Like you, I'd have more respect for anyone who says, even or perhaps especially in an assertive manner, "I don't know, but I will get the answer for you." That illustrates honesty and motivation. That's all I want.

 

[aldo98229]

CDJR salespeople have 12 variants of Wranglers, 10 variants of Gladiators, 7 or 8 variants of Grand Cherokees, Grand Cherokee Ls, Wagoneers, Durangos, Challengers, Chargers, Renegades, Pacificas, 18 variants of Ram pickups. Multiply that by three or four different power-trains, drivetrains, 4WD systems, payload capacities, etc.

It doesn’t help that Jeep raises prices every two weeks, and screws around with the trims, special editions, colors, packages and options every couple months.

The job of knowing the products they sell quickly becomes an impossibility.

 

[azjl#3]

So I brought my Willys in for its first oil change and tire rotation at my local dealer. Not where I purchased from. I’ve purchased quite a few vehicles in the past from them and have always had good experiences with their service shop.
I’m told under the jeep wave I need to pay 20$ to rotate in my spare. Ok fine. Need it done. 3700 miles and wheels and tires put on about 3k ago and the spare was mounted about a month ago. I needed a relocation and reinforcement to hang my 35.

So service guy comes out after hour and forty five minutes. I had a feeling something was wrong, just by the wait time.
Service guy says we couldn’t mount your spare, wtf. Is brand new. Tells me it’s stripped out and whoever mounted them before messed it up. Ummm. I mounted it on the back. There’s never been a center cap installed because of the camera. (Got them mounted and balanced and shipped to my house) He then refuses to give me my keys until I sign the R/O. I go out and look at my wheel and the two threaded cap mounts are reamed out. Like someone with a screw gun just was jamming them in there. So stripped out and unable to retap because is so bad.

Service guy keeps saying it was like that. My man, there’s chewed up threads on my wheel from your guy. He sees it and continues to tell me is like that. I show him photos of it before was mounted and after. Clearly is fine in the photos. Dude ignores me and tells me I need to talk to the service manager, who is magically not there.

I get in and leave, so angry. I also have no oil sticker on windshield and they only rotated front to back. And didn’t give me my lug key.

I show up the next day after work to talk to the service manager. Soon as I walk in dude has an attitude. I was upset, but calm at the time. Figured it’s an easy fix.

We’re walking out and I’m telling him there’s no way it was like that. Is brand new. I show him the pics, of when I received it and right after I mounted it. You can see that it’s fine and has no damage.

This guy then puffs up and basically try’s to flex on me and starts berating me that they’re aren’t gonna fix shit, and it was like that. How tf. Yelling at me that I did it. Guy is screaming in my face that I didn’t buy my jeep from them so they’re not fixing a fucking thing. And it’s my fucking problem. Then starts yelling that I don’t buy anything from them and never have.
I’m dumbfounded and livid at this time. (I purchased a bunch over the years there) but that’s here nor there.

I tell him you’re a lying pos. Look at the photos. I don’t care, fuck you he says. I tell him you’re paying for this. No tf I’m not. I’ll fuck you up he goes. Tell him I’m right here man. Then he continues to scream at me in the parking lot while I’m getting into my jeep. I’ll fuck you up and where do you live, I’ll come there and I’ll kill you. This is as I’m trying to leave.

Dude lost his mind. What benefit do I have to gripe over a 250$ wheel for no reason. It would cost me more time and money than that is even worth. I’ve been driving a lot. My mother passed in an awful house fire and been driving back and forth to NY to handle things. I don’t need to spend more time at the dealer for dumb things.

I have no idea what to do. I’ve called jeep and the owner of the dealership and have gotten nowhere. Owner will not answer or call back. Jeep said they’d call back and haven’t heard anything. I also contacted the police. This guy was a straight maniac.

I went there because I’ve always had good service on my Jeeps in the past.

I’m still just dumbfounded about the whole thing. Not to mention, I have to have it reserviced because I don’t trust they actually did anything but try to cover up the damage

I had a dealer claim he needed to charge me for three, three stripped studs on the axle during a wheel rotation and oil change. He didn't charge me when I said that jeep has only been touched by your service dept for last 5 years since new.

 

[Bill_P]

I guess I got lucky with my saleswoman. She owned 2 JK's and a TJ, did all of her own work and wheeled all of them. She was actually trading the JK's for a JL when I ordered my jeep from her.

 

[Wbino]

Tires are'nt stock?

 

[Chrisbayridge1]

So I brought my Willys in for its first oil change and tire rotation at my local dealer. Not where I purchased from. I’ve purchased quite a few vehicles in the past from them and have always had good experiences with their service shop.
I’m told under the jeep wave I need to pay 20$ to rotate in my spare. Ok fine. Need it done. 3700 miles and wheels and tires put on about 3k ago and the spare was mounted about a month ago. I needed a relocation and reinforcement to hang my 35.

So service guy comes out after hour and forty five minutes. I had a feeling something was wrong, just by the wait time.
Service guy says we couldn’t mount your spare, wtf. Is brand new. Tells me it’s stripped out and whoever mounted them before messed it up. Ummm. I mounted it on the back. There’s never been a center cap installed because of the camera. (Got them mounted and balanced and shipped to my house) He then refuses to give me my keys until I sign the R/O. I go out and look at my wheel and the two threaded cap mounts are reamed out. Like someone with a screw gun just was jamming them in there. So stripped out and unable to retap because is so bad.

Service guy keeps saying it was like that. My man, there’s chewed up threads on my wheel from your guy. He sees it and continues to tell me is like that. I show him photos of it before was mounted and after. Clearly is fine in the photos. Dude ignores me and tells me I need to talk to the service manager, who is magically not there.

I get in and leave, so angry. I also have no oil sticker on windshield and they only rotated front to back. And didn’t give me my lug key.

I show up the next day after work to talk to the service manager. Soon as I walk in dude has an attitude. I was upset, but calm at the time. Figured it’s an easy fix.

We’re walking out and I’m telling him there’s no way it was like that. Is brand new. I show him the pics, of when I received it and right after I mounted it. You can see that it’s fine and has no damage.

This guy then puffs up and basically try’s to flex on me and starts berating me that they’re aren’t gonna fix shit, and it was like that. How tf. Yelling at me that I did it. Guy is screaming in my face that I didn’t buy my jeep from them so they’re not fixing a fucking thing. And it’s my fucking problem. Then starts yelling that I don’t buy anything from them and never have.
I’m dumbfounded and livid at this time. (I purchased a bunch over the years there) but that’s here nor there.

I tell him you’re a lying pos. Look at the photos. I don’t care, fuck you he says. I tell him you’re paying for this. No tf I’m not. I’ll fuck you up he goes. Tell him I’m right here man. Then he continues to scream at me in the parking lot while I’m getting into my jeep. I’ll fuck you up and where do you live, I’ll come there and I’ll kill you. This is as I’m trying to leave.

Dude lost his mind. What benefit do I have to gripe over a 250$ wheel for no reason. It would cost me more time and money than that is even worth. I’ve been driving a lot. My mother passed in an awful house fire and been driving back and forth to NY to handle things. I don’t need to spend more time at the dealer for dumb things.

I have no idea what to do. I’ve called jeep and the owner of the dealership and have gotten nowhere. Owner will not answer or call back. Jeep said they’d call back and haven’t heard anything. I also contacted the police. This guy was a straight maniac.

I went there because I’ve always had good service on my Jeeps in the past.

I’m still just dumbfounded about the whole thing. Not to mention, I have to have it reserviced because I don’t trust they actually did anything but try to cover up the damage

Some dealerships are just horrible it's good to read customer reviews when my mother's dealership try to tell her she needed a new set of tires 3 weeks after I bought her a set for 1200 I wrote a scathing review I guess the manager of the dealership read the review and called my mother and offered her a free oil change and tire rotation when it comes up

Sponsored