Remembered why I don't support my local dealer

[Flot]

I have at least 4 dealers within a 45 minute drive but one is practically walking distance from my house. I haven't used their service dept in years, but figured I'd give them another shot.

Made an appointment to bring the truck in at 8 am. Brought a printed list of 6 items I wanted them to do, because I may not remember them all and because my experience with local dealers is that if they can miss one, they will.

The service advisor gets to item #3 (radio TSB for amplifier volume) and says "yeah don't do that" I'm like "What?" "go on the internet and search for TSBs." and then proceeds to lecture me about how people come in all the time with TSBs and that he's seen people's radios blow up because they insist on some update that doesn't apply to them. (I didn't point out that that isn't actually how updates work)

I then ask if he can prioritize the one item that requires them to order a part, since there'd be some hope of getting it in sooner. He was like "yeah, I'm not even sure we'll get it into the garage to look at it by this afternoon." .. mind you this is at 8:12 in the morning, after I made an appointment to bring it in.

I am very happy I didn't buy a wrangler from these guys in December.

 

[79 300]

Did you buy the truck from them? I know ANY dealer is supposed to service your vehicle and do warranty work, but most of them will not give the same level of service if you went elsewhere to purchase a vehicle. It might not seem fair but that's the way it often goes.

 

[Flot]

Did you buy the truck from them? I know ANY dealer is supposed to service your vehicle and do warranty work, but most of them will not give the same level of service if you went elsewhere to purchase a vehicle. It might not seem fair but that's the way it often goes.

I didn't - we have a lot of snowbirds here in FL so it's not uncommon. Ironically I've owned 6 Dodge/Jeep/Ram vehicles since I've lived here and only bought 1 from a local dealer new. This Ram marks the first time any of the service advisers have asked me if I bought the truck from them, but in honesty I think they were more asking for paperwork not level of service.

The other dealer I usually use for service (which is a 35 min drive) can't even get my name right on the paperwork, I took my dad's jeep in for service once and since then they've apparently lost my first name forever and insist they can't fix it. Almost caused a real issue with a service plan.

Edit: And they just called me (10 am) to tell me that I had an appointment today but that since I didn't show they'd have to reschedule it to next week. (to be clear, my truck has been there for 2 hours)

 

[Rototerrier]

Well, in their defense of the amp update....my radio was doing just fine and they applied the amp update without me even asking and it caused my bass to be too boomy. I was perfectly content with my HK system before the update, and wound up having to take it back in to them after the update to see if they could undo it or fix it. They contacted FCA and were told that another update was coming to fix the fix I had just gotten.

Totally sucks....but this might have been a blessing in disguise. Personally, I wish I'd have gotten that treatment and wish they'd left my radio alone.

 

[Flot]

Well, in their defense of the amp update....my radio was doing just fine and they applied the amp update without me even asking and it caused my bass to be too boomy. I was perfectly content with my HK system before the update

I'm with you on unwanted updates - in this case I was pretty dissatisfied with the HK system from Day 1 - quality is fine but volume was a surprise - I literally have found myself driving down the road with the volume turned to max. (and I'm 40 and way over my days of replacing factory sound systems)

I can't imagine the dealer's reaction if I came in and said "the stereo isn't loud enough" - the reason I brought the TSB to them was that it very specifically said "this addresses concerns where the customer thinks the stereo isn't loud enough."

In reading through all the TSBs I was surprised at the number that didn't apply to my truck which was a May build, I had hoped that they had a TCM flash that applied to the non-etorques but does not look that way.

 

[Jus Cruisin]

Too bad you got stuck with a jerk of a service writer. He's obviously not doing his job by updating their system to indicate you actually showed up.

But, I wouldn't show up to any dealership first try with a laundry list of items (which might need 2 or 3 different techs to diagnose based on what the list entails). I've been lucky in the past when I buy vehicles out of state that I haven't run into initial problems. I've been able to create a working relationship with a service writer with simple oil changes/tire rotations and if I like the writer I take care of him/her with a tip (yeah, even for an oil change). It'll help over the long run. Then I specifically ask for him/her all the time.

 

[Autoplay]

Ditto that Cruisin! Who do you use for service? I use Sunset here in Sarasota,and never had an issue with service,nor appts etc.

 

[Flot]

Thanks for the reminder that small town service still exists. Like I said, the better dealer near me can’t even get my name right on the paperwork.

I have a list on my phone of the favorite beer of the techs out at my local outboard shop, lawn guy, and others.

I had a 300zx back in the late 90s in SW FL and I still remember BSing with the Nissan service manager (Bill) about cars. That doesn’t happen over here.

 

[Jus Cruisin]

Ditto that Cruisin! Who do you use for service? I use Sunset here in Sarasota,and never had an issue with service,nor appts etc.

I miss that area a lot. Lived in Bradenton for 10 years. Now I use Fields in Sanford. Daytona Dodge is also a very good dealership.

 

[AMarsh]

This is why I ended up buying my truck from a dealership that had been given Crystler's Customer First Award for Excellence. Compared to the dealers I was shopping at without it, they were head and shoulders above. Unfortunately, they're about 35 minutes further so we'll see how the others do for service but if it comes down to it, I'll make that drive.

 

[Flot]

Well this story has a mostly happy ending. I got a call from the service adviser at 4:00 and his attitude was 180 degrees from this morning, nicest guy, explained to me that they took care of everything.

They repro-ed my problem with the wireless charger (he mentioned researching this online and acknowledged that yes, the behavior I am seeing is a problem) but that they were able to "factory reset the charger" and it was working now, no more nonstop flashing light. Ok great, thanks all around, I'll pick it up in an hour.

Well, service adviser wasn't there, everyone at the dealership was beyond polite, to the point where I figure they must have either found this thread or backed my truck into a tree. I actually walked around the truck 3 times to make sure they didn't back it into a tree. Oil was changed, tires were rotated, no new dings dents or scuffs.

The amplifier flash TSB, btw made a tremendous difference. Volume level 35 is now ear-punishing loud with lots of bass. Overall sound quality may (?) have suffered a bit but I no longer feel like I was duped out of $1000 for the audio upgrade.

Of course, the very first time I start the truck, the red light on the wireless charger starts flashing. 5/6 items fixed is better than I was expecting, left the SA a post it note asking him to call me about it tomorrow.

 

[Autoplay]

Not sure this is your issue etc.....but when something is to the side of my wireless charger,it too will flash red. Did you check to see if entire area in front of charger is clear of any debris?

 

[Flot]

Not sure this is your issue etc.....but when something is to the side of my wireless charger,it too will flash red. Did you check to see if entire area in front of charger is clear of any debris?

Yes - the wireless charger has flashed red since the first day I picked it up 6 months ago. If I put my phone in the correct spot, it will pair and charge blue, but whenever a phone is not there it flashes. I assume something is off with the proximity sensing, so it believes something is inserted, then tries to pair, then errors out. I took some folks from work out for lunch last week and got all the "wow this is a really nice truck" and then about 60 seconds later "why is that red light flashing?"

 

[RamCares]

@Flot,

We're sorry to hear that you're having a tough time with your Ram. Please let us know if you are in need of an additional layer of support while in service with the dealer.

Darlene
Ram Social Care Specialist

 

[Lil Miss Always Wrong]

..... if I like the writer I take care of him/her with a tip (yeah, even for an oil change). It'll help over the long run. Then I specifically ask for him/her all the time.

i'll consider tipping a Service Adviser when they consider starting replies to my questions with, "We will, we can, we do.... ETC"...

I've bought 20 different RAMS over the years from at least 10 diff dealers, and it ALWAYS blows my mind how the Service Dept just "fails to see" how much revenue they lose by acting as if thier Dept is, "TOTALLY disconnected from the Sales Floor"...

Its as if every single Service Dept has a mentality of "us against THEM" and its pretty pathetic. I get office politics and all of that mumbo jumbo, but "keep it between yourselves," do NOT extend that attitude to the customer in front of you....

Upon any initial interaction, I usually have to weed through a sea of, "we don't, we won't & we can'ts and it gets pretty old, pretty quick....
Of course, i always start off sweet and polite, just a girl in there needing her truck serviced or some We Owe fulfilled, but the second they start their "objection sentences" its ON and heads WILL roll....

I hate to have to introduce them to my "i ain't taking NO for an answer side", but i leave a satisfied customer... Might have a little "spit on my engine", but i'm ok with that...lol

 

[Jus Cruisin]

i'll consider tipping a Service Adviser when they consider starting replies to my questions with, "We will, we can, we do.... ETC"...

I've bought 20 different RAMS over the years from at least 10 diff dealers, and it ALWAYS blows my mind how the Service Dept just "fails to see" how much revenue they lose by acting as if thier Dept is, "TOTALLY disconnected from the Sales Floor"...

Its as if every single Service Dept has a mentality of "us against THEM" and its pretty pathetic. I get office politics and all of that mumbo jumbo, but "keep it between yourselves," do NOT extend that attitude to the customer in front of you....

Upon any initial interaction, I usually have to weed through a sea of, "we don't, we won't & we can'ts and it gets pretty old, pretty quick....
Of course, i always start off sweet and polite, just a girl in there needing her truck serviced or some We Owe fulfilled, but the second they start their "objection sentences" its ON and heads WILL roll....

I hate to have to introduce them to my "i ain't taking NO for an answer side", but i leave a satisfied customer... Might have a little "spit on my engine", but i'm ok with that...lol

Interact with people however you want to. That's not my way but whatever.
No idea where you live but with the number of different dealers you've worked with I'm not so sure I'd want to live there. I grew up in the suburbs of Detroit and have lived on the gulf coast of Florida and now halfway between Orlando and Daytona Beach and haven't encountered dealers that work as you described. I've lost count of the vehicles I've owned but they have all been from the Big 3 (Ford, GM and Chrysler). I've never had service department issues with any of them, Michigan or Florida.

 

[Mohab]

Which dealer are you talking about? U am in FL and I had hard time finding dealer to do my TSB on HK sound system, but after visiting 3 dealers Crystal dealer in Brooksville did it for me

 

[Lil Miss Always Wrong]

Interact with people however you want to. That's not my way but whatever.
No idea where you live....

Live in Texas, born & raised in Brooklyn NY so that might explain it : )

Just for the record, to be clear, i can be a force to be reckoned with for sure, but i have a marshmallow center and am EASILY pleased and humbled with the most minimal decent Customer Service, truly....i don't expect "red seas to part just because i happened upon your Service Bay"..... i am just talking a basic willingness for the advisers to provide pleasant, optimistic, timely Customer Service. If they are not willing to extend it, that's when it can get a little messy and i reach for my can of whoop...well, u know : )

We're in a small town about 80 miles outside of Houston, but we've purchased from local, Houston Area and also DFW area dealers... Its pretty much all the same, Service Dept is AT WAR with Sales Dept, maybe not for your oil change, but need something you were promised/ assured of at time of Sale and get ready for the "20 phonecall back & forth they say/we say" Experience... I've gotten so good at battling it, its down to a 3 Phonecall experience : )

 

[zman9119]

Thanks for the reminder that small town service still exists.

Small town did not work for me. Tech was decent, but everyone else was crap (I was only the 2nd 2019 they sold).

 

[Lil Miss Always Wrong]

Interact with people however you want to. That's not my way but whatever.
........

Brought my truck in for a key to be programmed and i tipped the guy 5 bucks! He was beyond shocked : )

Bonus points if you can name song in background : )