Dealer put "Anything less than a 10 on the survey is failing" on my Invoice.. How about delivering service that warrants a 10?

[av8or]

The entire dealership model from sales to service can’t go away fast enough! The laws that protect them are eroding away very quickly thanks to companies like Tesla and Rivian. Also the much more recent exposure of their shady ADM on ordered vehicles has people fed up and ready for change. I’m pretty sure a large portion of the population would purchase their next vehicle directly from the manufacturer and bypass the dealer if it was legal.

Bye Bye dealers…….you’ve done it yourselves.

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[HellaRubi]

You should print and send this to the dealership, with a cover letter with Congratulations in 30 point font and the part on their invoice that mentions anything less than a 10…

He should print his original post documenting the whole debacle, send that to them, and also email it to every individual email address at that dealership that he can find.

 

[californiajeeping]

He should print his original post documenting the whole debacle, send that to them, and also email it to every individual email address at that dealership that he can find.

And maybe the nearest additional Jeep dealer’s email addresses too, to embarrass them.

 

[Hearhear]

I felt like I had to give my dealer 10 stars across the board simply because they were the only dealer within 250 miles of me that didn't charge any stupid "market adjustment" upcharge when I ordered my 392. All the stealerships I initially contacted wanted to charge me 5k to 20k over sticker price, "just because" they can. F*ck that!

And my dealer I ended up with does have good customer service, so no complaints so far. I've only had my Jeep for a few weeks, so they can still have plenty of time to disappoint me, but so far all is good. I guess I just got lucky.

The only "one star" rating I gave Jeep was when I was using the online Jeep Chat message feature. I think the "chat" people must be from India or Asia or somewhere. Anyway, I was chatting with one to discuss something and when I asked for more details he told me to hold on while he got more information. He never came back on the line, he basically hung up on me. I waited several minutes just to make sure he didn't accidentally hang up, and I wanted to give him a chance to re-connect with me since he had all my contact information. He never did. So......when I ended the chat and it asked me for a rating, this guy got just one star across the board.

 

[willcasp]

Seattle is terrible market for buying and servicing cars. You are better off buying out of state and servicing through reputable specialists. Getting warranty work done forces you to go through the dealer though. i have Rairdon stories too and avoid them.

OP, your photo has your Jeep in front of Mule. Have you had them do any work? Curious of your thoughts on their work.

Mule did my lift suspension, wheels, and lift kit work. I am having them do an ARB bumper, winch, and lights at the end of the month.

I am happy with their work. I had an issue with one of my shocks. I called them, and they put it right. Things go wrong, they dealt with the situation well.

I don't know if they are the best deal around, but I have been happy with them. I have had good conversations with the sales people. They seem to know their area and have even talked me out of some of the things that I wanted to do. I pay them, they do good work. That is pretty much the extent of what I ask for.

As far as other dealers in the area. I have had great service experience with pretty much every car I have had. Barrier Mercedes in Bellevue was exceptional. I dealt with the same service manager for the five years I owned the car. It didn't pay an unreasonable amount of money to keep it running either. Lee Johnson took great care of my Corvette. BMW of Bellevue was acceptable, but never wow'd me with any of their service.

The Rairdon experience has soured me on Jeep. I like my Jeep. The dealer experience can make or brake the user experience. These guys do a great job of breaking it. I will not purchase another FCA/Stellantis/whateverTheyCallThemSelves again. My experience with FCA isn't any better. That is where I point to systemic problems beyond the dealership. I have documented those in other forums here.

When the conversation amongst friends and neighbors comes up about anything that Rairdon sells, I am a fairly vocal advocate in the "no" camp.

 

[545moose]

Without turning this into a rant and sounding like an old grandpa, which I'm well on my way to being one day no doubt, good service is hard to come by. I'm 42, and the younger generations especially don't have any communication skills at all. I have little patience for it and as said by the OP, I EXPECT a 7, more than that I MIGHT do your survey, but having to reiterate everything and be badgered and BS'd for things you didn't ask for or that are "recommended" is just a joke. Having had a Lexus GX prior to my Jeep on order, at any dealer I took it to for a TSB/recall fix which was twice in 2.5 years, for a 2012 truck, I got good service and no run around, plea for extras, and had drinks and ice creams! Just saying

There is a LOT of room to grow, but I think sadly they know that if this guy is pissed or doesn't come back or bite on the suggested repairs, F 'em, the next one might, and enough of them in the numbers game keeps them booked and making money; as they say zero fux given.

 

[willcasp]

He should print his original post documenting the whole debacle, send that to them, and also email it to every individual email address at that dealership that he can find.

If I thought it would have any sort of impact, I would in a second. It is clear to me that the dealer is not interested in good service. It is also clear to me that FCA is not interested in their Jeep brand image.

I will post it to a Google review when I get the ESS situation resolved. I know their service department reads those....

 

[californiajeeping]

DING DING DING.. what gave it away?

Rairdon in Kirkland.

Looks like Rairdon employees agree with you, Rairdon sucks. Employee reviews on Indeed.com.
https://www.indeed.com/cmp/Rairdon-Automotive-Group/reviews

 

[willcasp]

Oh, one last thing - Ferrari is an independent company. It has it’s own public stock.

Ferrari's ownership is a bit complicated. When Ferrari went public, FCA had 90% ownership. Now, the Exor N.V. owns a majority of the voting rights. Exor N.V is also the largest shareholder in Stellantis.

My two friends that were frequent customers of Ferrari of Seattle both made comments recently about how customer service has tanked in the last two years. They are now both driving cars from competing brands now.

The point I was driving at is that the dealer is part of the problem. There are systemic problems with the way Stallantis companies handle customer service. Someone else pointed out that their brands also seem to dominate the bottom of customer satisfaction surveys amongst all car manufacturers.

 

[willcasp]

Looks like Rairdon employees agree with you, Rairdon sucks. https://www.indeed.com/cmp/Rairdon-Automotive-Group/reviews

One thing I left out of my rant.. calibrate this against I am only in their service department MAYBE twice a year.. I don't remember seeing any of the service writers from one visit to the next. This indicates they have a lot of churn in the service department. This also supports the data your link to, that it is a crappy place to work. It gives me that impression.

 

[MandrewSD]

TLDR....William is mad.

 

[BadWolf]

I have never met a finance guy I ever left the dealer thinking "that was cool". Total assholes and time share salesmen. Maybe they work on new people buying cars but as soon as I sit down it is "No, No and No thanks."

When I bought my 21 Rubicon in February, the finance guy got to the part about extended warranty and said something along the line of "There is an extended warranty available, would you like to discuss your options?" I said no and the subject was never brought up again. However, this probably has a lot to do with the fact that when my Mom bought her 19 Escape there, she almost walked out on the whole deal because the finance guy at the time was a pushy a$$h0le. I'm betting my salesman (who sold my Mom her vehicle) told the current finance guy not to be too pushy because there was a good chance I would just walk on the deal.

 

[nU7OuxIx]

Just a question. Are the surveys anonymous? If you put less than 10, does the dealer or salesperson know who it is?

 

[Deleted member 59498]

Its not just Jeep either, when bought 2019 SIlverado Chevy dealer was just as bad, maybe far worse. He wanted to fill in the eval himself right there at his desk! I was like no.

 

[willcasp]

Just a question. Are the surveys anonymous? If you put less than 10, does the dealer or salesperson know who it is?

Based on my conversation with my service writer, I will assume that no they are not. Also, based on reading others experiences from service managers calling them about bad survey scores, I will also assume not.

When the service writer called me, she specifically said that once she received word from her service manager that my survey was turned in, she would give me a Starbucks gift card.

At a minimum, the service manager knows if I completed my survey or not.

Due to the calls I used to get from random managers at other places where I would fill out a survey, it seems the industry practice is the results are not anonymous.

1) I think if Stellantis wants to get real information, these should be anonymous.. and the dealer gets aggregated feedback. There should be at least an opt in model to give feedback to the dealer, if that is what the customer wants to do.

2) With my empathy/cynicism kicking in.. the only result of my survey would be that the service writer would be fired. She wasn't stellar, however, a lot of the issues that I had were beyond her control. She didn't do a great job of running interference for the customer, which should be part of her job.

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