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16-09-2016, 12:10 PM | #1 | ||
Not of the Sooty variety!
Join Date: Dec 2004
Location: On a Shrinking Planet
Posts: 1,817
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The dealership had choices.
$3 fuse + 10 minutes labour = $10-12 cost plus possible $100-1000's in repeat business over coming years. If it didn't immediately fix the issue, then book the car in to resolve. No $3 fuse + zero f@#%s = $0 cost plus zero possibility of $100-1000's in repeat business over coming years. It may be a different world now, but Customer Service at this level, isn't hard NOR costly to any business, especially if planned as part of the overall service. If done correctly, it actually generates goodwill and greater chance of repeat business (both the person directly involved, plus positive word of mouth). Doesn't mean you roll over for every request, Get it right and it's the cheapest and most effective way of advertising and promoting your business. All in my humble experience.
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16-09-2016, 01:20 PM | #2 | |||
FF.Com.Au Hardcore
Join Date: Jun 2010
Posts: 1,460
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Quote:
Its easy in hindsight that a simple fuse was the issue, but Ford and large Dealerships don't work this way unfortunately. I'm not saying thats right or wrong, but when dealing with dealerships everything needs to be itemized and accounted for, and faults need to be entered into their systems for future reference and when factory warranty is relevant, all this takes time. If you need immediate help or assistance from a Dealership and needing a mechanic to drop everything or hope one is available, then in the majority of cases you will be disappointed. If the O.P was so confident in his ability to diagnose the problem without even seeing it, then a local indy or auto electrician would of had a far more favorable outcome I would of thought. I don't think Ford or the dealership will be sweating to much with the prospect of losing the O.P's future business. |
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16-09-2016, 04:08 PM | #3 | ||
Not of the Sooty variety!
Join Date: Dec 2004
Location: On a Shrinking Planet
Posts: 1,817
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I'm sure they are not. It's pretty obvious. ;)
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"To be afraid is to be alive - to act against that fear is to be a person of courage." Current
The Toy: 2002 AUIII TS50 The Daily and Tow Vehicle: 2016 VW Amarok |
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16-09-2016, 06:10 PM | #4 | |||
FF.Com.Au Hardcore
Join Date: Feb 2008
Location: WA
Posts: 3,705
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Quote:
Maybe someone in "upper management" will have the nous to take the coins out of the swear jar and replace them with fuses! Maybe I'm just old...dunno - hope not!
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16-09-2016, 07:52 PM | #5 | ||
FF.Com.Au Hardcore
Join Date: Jun 2009
Posts: 18,983
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random old duck pulls into stealership
needs a fuse / ok / here random old duck fits said fuse but said fuse wasnt problem and computery is stoofed random old duck pulls angrys about broken computerys insert fried computery dealer bash |
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16-09-2016, 11:16 PM | #6 | ||
Experienced Member
Join Date: Sep 2006
Location: Australasia
Posts: 7,410
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Assumptions, Assumptions & Assumptions.
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17-09-2016, 01:31 AM | #7 | |||
Bathed In A Yellow Glow
Join Date: Mar 2010
Location: NSW Central Coast
Posts: 2,530
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Quote:
Mercedes-Benz does or at least the two dealerships I use do. You can pull up any time unannounced and the Service Manager will send out someone with twenty of their best screwdrivers. They’ll give you something to eat and in no time you’ll be advised it’s fixed, or it’ll take a little more time or you'll have to come back as they need to source parts. But one thing they never do is turn you away. I also had a good relationship with my local Holden dealer when I lived in Sydney and someone from service was always prepared to come out and look at the car and if need be ask a mechanic come out as well. I remember a couple of years back I pulled up on my way home to ask them why the time on my display had gone from being shown in 12 hours to 24 hours as I couldn’t find anywhere in the menu that allowed you to adjust it. The service fellow didn’t know but the mechanic did and you needed to access the Engineering Mode to change it, so he showed me and wrote down the instructions in case it happened again. I posted it on the LS1 Forum and was surprised to find how many owners were stuck in the 24 hours mode but didn’t know there was a way to change it as the owner's manual makes no mention of it. It was a 15 minute job for the service department from the moment the service fellow came out until the mechanic finished showing me what to do. Maybe not but they have lost more than enough customers over the years to rate poorly with buyers so maybe it now time for them to change the way they treat their customers if they wish for them to return. |
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16-09-2016, 01:51 PM | #8 | ||
Lost Focus In The Sunset
Join Date: Jul 2016
Location: Kempsey
Posts: 80
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A month or so ago, not long after purchasing my car second hand not from a Ford dealer I had noticed a sound in the engine bay. I took it back to where I got it and they said it was normal. I decided to go up the road to the Ford dealer to see what they thought of it. Tbh I was not expecting them to look at it right away, I was expecting them to want it to be booked in, which is a bit of a pain since they are my closest Ford dealer and they are about 45 minutes away. I walked in and up to the service desk, the guy behind the desk was on the phone but on hold and asked what he could do for me, I said I bought a car from up the road and it has a noise and I was wondering if I could get it checked out. He said "No worries I'll just be a second on the phone" we waited about 5 minutes and he was still on hold. A mechanic walked out and the guy on the phone (Who I assume was the service manager) asked the mechanic if he could go check out a noise. Mechanic walked out, checked out the noise, then found another car of the same model on the lot and checked it to see if it made the same noise. It did, problem solved, about 10 minutes of my time and about 5 minutes of theirs.
That in my opinion is good customer service, considering I had spent $0 at their dealership, they were still happy to come and attend to my question. |
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16-09-2016, 04:24 PM | #9 | ||
FF.Com.Au Hardcore
Join Date: Jul 2012
Posts: 3,860
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Well you would think that the loss of any customer should be a concern to a business manager.When I was in business one of my more major suppliers did the wrong thing resulting in me changng supplier.I can assure you upper management were more than a little concerned and spent a fair while trying to convince me it was once off and wouldn't happen again.Maybe Smurfs problem is a little 2 way.He did state Mrs S manages a few staff and likes to get her own way,so maybe she came on a bit heavy with the receptionist.Other side,if receptionist had any nous she would have offered to have a look and fit a fuse to fix the problem
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16-09-2016, 05:18 PM | #10 | ||||
Experienced Member
Join Date: Sep 2006
Location: Australasia
Posts: 7,410
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Quote:
In Poppa Smurfs situation it could have been handled better but what beggars disbelief was this quote from his OP Quote:
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15-06-2020, 06:50 PM | #11 | ||
BANNED
Join Date: Jul 2012
Posts: 2,886
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Looks like not only did the Ford dealership lose a customer,
but this member never came back to this site either......
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