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Could you help me PLEASE (Page 2)
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ProwlerOnline, Plymouth/Chrysler Prowler Discussion Forum
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Could you help me PLEASE (Page 2)
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| This topic is 2 pages long: 1 2 This topic was originally posted in this forum: Tires, Rims Discusssion |
| Author | Topic: Could you help me PLEASE |
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prowlerbabe Prowler Junkie Posts: 1046 |
posted 05-31-2003 09:08 AM
I have been asked by my local dealership where I bought my Prowler & have it serviced to be a member of Focus Group that will meet Tuesday June 3. The reason for this group is to help the dealership understand and utilize what factors are important to us, as customers, when we have our cars serviced with them. I have plenty of things that are important to me but I am hoping that you all will help me with more ideas. Any suggestion would be GREATLY appreciated!  This message has been edited by prowlerbabe on 05-31-2003 at 09:09 AM |
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Kraut Prowler Junkie Posts: 1300 |
posted 05-31-2003 09:28 AM
Treat me the way you would like to be treated, and treat my car the way you would treat your own. |
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ALLEY CAT Prowler Junkie Posts: 36093 |
posted 05-31-2003 09:32 AM
Kendra - This sounds like a great program to be involved in and I'm sure you will get plenty of good suggestions. Besides having qualified techs working within the service departments, my one big hangup when taking my car in for service is seeing some 16 year old, school drop-out, lot runner driving my car around the dealership to get it back to the service bays. This happened once,,,the kid took the scenic 1/2 mile route driving it around the back of the dealership, and I unloaded on the service advisor and the dealership survey caller when they called me back asking about the service I got from them. ONLY the service advisor or the actual tech working on the car should be driving it. ------------------
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pumpkin Prowler Junkie Posts: 7907 |
posted 05-31-2003 09:46 AM
We went to one from our dealer last week. Things will pop up what to talk about when you get there. Service, service, service was our main concern. Wish you luck. ------------------ More 'Pumpkin' photos . . . . . More cars and other stuff New pictures in Personal Scrapbook (02/23/03) This message has been edited by pumpkin on 05-31-2003 at 06:28 PM |
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prowlergirl Prowler Junkie Posts: 132 |
posted 05-31-2003 10:48 AM
"... treat my car the way you would treat your own." No way MOST people don't give a darn about their own cars and care for them accordingly. And in my opinion, car dealership personnel are the worst. PGD aka Ron This message has been edited by prowlergirl on 05-31-2003 at 10:52 AM |
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idive Prowler Junkie Posts: 8483 |
posted 05-31-2003 11:13 AM
I would like to see more courteous service. I used to have top notch advisors at my dealer. The last time I went in *for the recall* they were all new faces *was there a reason for this?* and their attitude was one of couldn't care less. They were not only less caring, but actually rude. They are still a 5 star dealership. How can that be?? I would like to see this change back to the way it was. It is also VERY difficult to speak to area managers when needed. I'm sure there is a need for a degree of difficulty, but when it is needed, it IS needed. And they DO need to be made aware of the problems customers have with their dealerships, and for sure, the dealers aren't telling them of problems or customer concerns. I have been dealing with my dealership for going on 2 months now on something, not really getting anywhere. DC customer service says to talk to my zone manager, and my dealership service manager tells me there is no way I will ever talk to my zone manager. I told him he didn't know my persistance. I FINALLY talked to him yesterday after tracking him down at another dealership. Something else I would like to have addressed, and I'm sure I'm not alone in this one, is that I would like DC to go back to making the parts for our cars that so easily break, like center caps, and making parts that are no longer available after such a short period of time, like the painted arms and rims for the '97 *so as to make them identical to originals*. And making more accesories available for Prowler owners like, floor mats, car covers, things that are no longer being made available. The '97 owner is really limited to non '97 parts pretty much and those parts don't quite match original equipment. I also agree with AC. My old service advisor's policy was, only the prowler tech gets in the car. Thats not so anymore. ADDED: Had my car in for service. Several others were waiting in room. Every time a car was ready, they would tell owner they needed a new belt too and it would be an extra $200ish if they wanted them to do it then. They did that to me on my van once. Here I am, 6 years later, with the same belt doing fine... HONESTY! Also, on behalf of our neighbors in Canada, I think we need more cooperation between DC US and Canada. They are still saying "what ball joint recall?" in Canada (according to posts). Come on people, besides having a nice vehicle that could be damaged, we have lives at stake here. If thats not enough for them, remind them that they are lives that just might make another purchase in the future. ------------------ Mickey 1997 Plymouth Prowler #156 Front splash guards Stainless steel transmission cooler cover 1992 Plymouth Grand Voyager SE Longhorn scratches Boomerschlobber   This message has been edited by idive on 05-31-2003 at 01:50 PM |
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purplecat Prowler Junkie Posts: 583 |
posted 05-31-2003 12:59 PM
Kendra, I also have a few sugestions for the forum, a few have been said before: 1. Remember we are the customer: All customers (regardless of what they drive)should be treated with respect and courtesy. After all we are the reason these people have jobs. 2. Tell the truth. Honesty and integrity are essential in customer service. When there is a problem please do not blow smoke at us, most of us see right through it and all it does is tick us off. 3. Service, service, and more service. The rules of 10 really do apply. We will tell at least 10 people of a bad experience. Personally, I also try to tell 10 people about the good experiences as well. 4. Regardless of the gender or age of the customer, treat them as intelligent individuals (OK, so not all of them are, that is a given). My biggest complaint about all types of dealerships is that when I have work done on my vehicles, you can almost see the tech writer thinking "Here comes a woman, I will get her to buy all of the upsales that I have to offer today. She will pay, she won't know what I am talking about, besides she can't tell the difference between a spark plug and the tailpipe." I hope all of this helps. Thanks for asking for our input. |
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CTProwler Prowler Junkie Posts: 3915 |
posted 05-31-2003 07:29 PM
I have 3 jaguars now. I take them in regularly for service. When i call up if the service is more then an 1 1/2 hrs i get a loaner car for the day (Free.) I live 40 minutes away. They will pick up my car and return it if i wish. I'm not crazy about there guys driving it back and forth.They always call up a few days later to see if everything went ok and was i happy with the service and their consultants attitude. Jaguar does a first class job! So did the Mercedes dealers when i had them.I don't understand why you get better treatment when you buy a more expensive car. Something you could ask your group. Is it people with more money are bigger pains in the *** ?? I don't know? Is it they expect more? I know my ford dealership doesn't come close to treating me the same way the jaguar dealer does? ------------------ |
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CatDude Prowler Junkie Posts: 1593 |
posted 06-01-2003 10:31 AM
I just wish someone would answer the phone when I called. I always get an answering machine. My dealer is WAY under-staffed and it is obvious every time I go there. I waited over an hour one time to have a missing nut installed. Nothing had to be taken apart. The actual labor took about 2 minutes. |
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GRROWL Prowler Junkie Posts: 2404 |
posted 06-01-2003 02:43 PM
Kendra, I bought GRROWL within a month of a co-worker buying a Mercedes, and for virtually the same price. I would just like my service experiences (especially support from Chrysler) to be on par with the positive stories I have to listen to from her. Nuf said. -GRROWL |
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SuperKat Prowler Junkie Posts: 2221 |
posted 06-02-2003 06:25 AM
What a great opportunity Kendra. Certainly the personalities of the service personnel is important as my dealership seems genuinely pleased to see me and take time to review and explain everything. Prompt turnaround,and judging from the past posts I read, treat my car BETTER than you would treat your own. My dealer insists on keeping the car inside if left overnight and I do appreciate that. Gordon |
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enduro Prowler Junkie Posts: 235 |
posted 06-02-2003 10:11 AM
Kendra, you've got a golden opportunity in front of you. Since the days of the "backyard mechanic" (which I considered myself at one time) are all but gone, the service issue is more important than ever. I consider a good dealership as one that treats me and my car with respect, has competent employees, and the proper equipment to get the job done right the first time. This is a mindset more than anything. What would turn you off faster, being greeted by a surley service advisor, having to wait longer than promised for the work to be completed, having to bring the car back again because it wasn't fixed properly for whatever reason, or realizing that you paid to have something fixed that didn't need to be fixed. It doesn't matter which one of these things happen, they will all cause me as a customer not to return to that dealership. I feel that dealers should employ trained mechanics that have the ability and equipment to diagnose problems properly the first time. I'm willing to pay the going rate for an efficient specialist to work on my cars. I've found a good GM and Ford dealer for my other vehicles (both are quite a distance from my house, but I don't care). I'm still looking for a good DC dealer. The only reason that I've had to take my Kat in so far is for the recall, and guess what; I had a bad experience, so I won't be taking it back there again. I hope this opportunity works out well for you and your hosts as well. |
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Marty Usher Prowler Junkie Posts: 13833 |
posted 06-02-2003 10:30 AM
Kendra- knowing how you take care of your car and what you would expect from a dealer, I am quite sure you already share views of dealing with service departments with most Prowler Owners. As far genaral concerns, I believe most places that work on cars - dealers, muffler shops, tire stores, tune up places, body shops, etc. - have no idea how in convenient it is for most customers to bring their cars in for service, arrange for alternative transportation or a rie back home or to the office and then find out the parts aren;t i stock or don't fit etc. I share the opinion that we should expect our vehicles to be reasonably safe - not left outside with keys in them, used for lunch runs etc. Good luck and let us know how this tunrs out. Marty ------------------  |
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DR PROWLER Prowler Junkie Posts: 4079 |
posted 06-02-2003 11:55 AM
Consistency in providing service to me-the customer. Not seeing me as a number,but rather offering a personal touch. Consistency of personnel.The thing that bothers me the most is when they change service writers and managers all the time! |
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Steven R. Gary Prowler Junkie Posts: 760 |
posted 06-04-2003 08:21 AM
1) Courtesy 2) Have the car ready when promised OR call ahead of time and explain why it is not ready (Truthful reason) 3) Clean the car after servicing. A car wash is really nice! 4) If they break something during repair, replace it and tell us what happened. Don't make us find out it got broken. 5) Keep the shop area clean and organized. If it is clean and organized I feel like they take care of there stuff and will do likewise to my car. Hope this helps and good luck. |
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pumpkin Prowler Junkie Posts: 7907 |
posted 06-04-2003 08:46 AM
quote: I go along with everything you said. On the car cleaning and washing, I rather have them ask me if I want this done. Some places do a good job but I do a better job. This message has been edited by pumpkin on 06-04-2003 at 11:52 AM |
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