Main Dealers - Still As Useless As Ever

[FMOB]

BunkMoreland said:

KTMsm said:

It took another 50 minutes for the two bolts and two connections to change the airbag

I could do it in approximately 5 minutes

Of course they didn't change it for another brown airbag but a black one but at this stage I just wanted to get out of there

In fairness. The Takata airbag recall world wide and multiple brands has meant stock levels are not good. (though the colour thing is indefensible!)

And also the person who actually fitted it, would only have taken 5 mins. You just had to deal with drivers, and valeters and receptionists for the other 45!

You are forgetting the paperwork (physical or electronic) that also needs to be dealt with. The tech has to pick up the job, find the car, identify the required parts, argue with stores that it is over there on the shelf when the computer says no, etc, etc and then spend 5mins changing the part. Every job has a certain amount of time needed to keep the corporate machine fed with data.

I will justifiably knock dealers for being crap but they have to do paperwork just like the rest of us.

Edited by FMOB on Saturday 17th February 18:50

[KTMsm]

I would have done the job - handed over the car - then done the paperwork

I treat people as I expect to be treated and I expect the same in return

If I fk up (it does occasionally happen) I pull all the stops out, to minimise any disruption

[NelsonM3]

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

I treat people as I expect to be treated and I expect the same in return

If I fk up (it does occasionally happen) I pull all the stops out, to minimise any disruption

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check.

I get you’re impatient, but at least have some common sense and realise it’s not just a case of throwing an airbag at the steering wheel. It sounds like some people wind themselves up before they even walk through the doors.

Edited by NelsonM3 on Sunday 18th February 07:02

[Killboy]

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

That would be a terrible way to run a proper business.

[KTMsm]

NelsonM3 said:

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check.

I get you’re impatient, but at least have some common sense and realise it’s not just a case of throwing an airbag at the steering wheel. It sounds like some people wind themselves up before they even walk through the doors.

Edited by NelsonM3 on Sunday 18th February 07:02

Impatient - It took around 6 months for them to finally manage to book it in !

It then took them almost an hour to realise I was waiting in reception, despite booking it in via their system

[FMOB]

KTMsm said:

NelsonM3 said:

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check.

I get you’re impatient, but at least have some common sense and realise it’s not just a case of throwing an airbag at the steering wheel. It sounds like some people wind themselves up before they even walk through the doors.

Edited by NelsonM3 on Sunday 18th February 07:02

Impatient - It took around 6 months for them to finally manage to book it in !

It then took them almost an hour to realise I was waiting in reception, despite booking it in via their system

Well why did you just sit there for nearly an hour, that is just daft, didn't you realise something wasn't right and somebody needed a prod? Talk about subbing out responsibility for everything to someone else.

[KTMsm]

FMOB said:

Well why did you just sit there for nearly an hour, that is just daft, didn't you realise something wasn't right and somebody needed a prod? Talk about subbing out responsibility for everything to someone else.

As it says in the original OP I checked in electronically and put my keys into the key safe as there was no one at the desk

I was booked for the first job of the morning, arrived bang on time, filled in the electronic forms... do you expect me to hold his hand too ?

I assumed their systems worked and the job was being done !

[hungry_hog]

KTMsm said:

As it says in the original OP I checked in electronically and put my keys into the key safe as there was no one at the desk

I was booked for the first job of the morning, arrived bang on time, filled in the electronic forms... do you expect me to hold his hand too ?

I assumed their systems worked and the job was being done !

Agree with you

The people who staff these dealerships are not normally the brightest bulbs. If they weren't at the dealership they would be equally useless as estate agents or recruitment agents. They probably have to watch youtube videos to learn how to tie their shoelaces or boil a kettle.

[Shinyfings]

hungry_hog said:

KTMsm said:

As it says in the original OP I checked in electronically and put my keys into the key safe as there was no one at the desk

I was booked for the first job of the morning, arrived bang on time, filled in the electronic forms... do you expect me to hold his hand too ?

I assumed their systems worked and the job was being done !

Agree with you

The people who staff these dealerships are not normally the brightest bulbs. If they weren't at the dealership they would be equally useless as estate agents or recruitment agents. They probably have to watch youtube videos to learn how to tie their shoelaces or boil a kettle.

When I collected my car from its latest warranty non repair the showroom staff weren’t unpleasant but were total geezers (just men) and I could easily imagine them as estate agents or recruitment agents based on my dealings with these two categories. It’s a shame that the people who sell us two of the things that cause the most stress (a house and a car) often have little knowledge and certainly no training for what they sell. I always think back to my Saab days when Malbrad in Huddersfield (still going I think) returned my car with a decent scratch missing. They’d polished it out as part of the service. Basic workshop, no fancy office and a man covered in oil. When I leave my car at a main dealers I go expecting them to damage it and am delighted when they don’t.

[honda_exige]

NelsonM3 said:

chopper602 said:

Bathroom_Security said:

My GR86 can have a 10 year warranty on its engine provided I service via the main dealers.

It's going in for its first service soon with an independent.

Same experiences as others I don't trust them to not damage my car or actually service the car.

Did the same with my GR86 on Friday - the independent was also happy for me to supply the OEM consumables and a whole lot cheaper. VAT registered and therefore the warranty is still intact.

Edited by chopper602 on Tuesday 13th February 11:18

Sorry, but that is the most, “cut off my nose to spite my face” thing I’ve ever read.

Especially as GR86 engines seem to be going pop semi regularly.

[TarquinMX5]

NelsonM3 said:

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

I treat people as I expect to be treated and I expect the same in return

If I fk up (it does occasionally happen) I pull all the stops out, to minimise any disruption

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check .

Edited by NelsonM3 on Sunday 18th February 07:02

Really?

Can you 'signpost' me as to where this is legislated?

[MG CHRIS]

TarquinMX5 said:

NelsonM3 said:

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

I treat people as I expect to be treated and I expect the same in return

If I fk up (it does occasionally happen) I pull all the stops out, to minimise any disruption

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check .

Edited by NelsonM3 on Sunday 18th February 07:02

Really?

Can you 'signpost' me as to where this is legislated?

Not via law but through the contract to be a dealership. Vhc are mandated for every job and if they are missing they get punished financially.

[FMOB]

KTMsm said:

FMOB said:

Well why did you just sit there for nearly an hour, that is just daft, didn't you realise something wasn't right and somebody needed a prod? Talk about subbing out responsibility for everything to someone else.

As it says in the original OP I checked in electronically and put my keys into the key safe as there was no one at the desk

I was booked for the first job of the morning, arrived bang on time, filled in the electronic forms... do you expect me to hold his hand too ?

I assumed their systems worked and the job was being done !

NEWS FLASH : sometimes things go wrong or get missed and assumption is the mother of all screw ups.

Yes you checked in electronically, seemingly spoke to no one and made an assumption that turned out to be wrong, for the sake of a 2 minute conversation you wasted an hour.

I think your booking was not the typical drop off in the morning, pickup in the afternoon type job that the electronic system is best suited to, if you had time constraints then a conversation with a real human being is more appropriate in my book.

[Whataguy]

Unfortunately some main dealers have these new electronic check ins but when the system fails they have no idea what to do.

A bunch of us wasted half an hour trying to drop cars off at a Volvo dealer at 8am opening. The system had crashed, and without the electronics they had no clue.

They sound like a good idea for the dealership as they can cut staff, but worse for the customer.

[scorcher]

FMOB said:

BunkMoreland said:

KTMsm said:

It took another 50 minutes for the two bolts and two connections to change the airbag

I could do it in approximately 5 minutes

Of course they didn't change it for another brown airbag but a black one but at this stage I just wanted to get out of there

In fairness. The Takata airbag recall world wide and multiple brands has meant stock levels are not good. (though the colour thing is indefensible!)

And also the person who actually fitted it, would only have taken 5 mins. You just had to deal with drivers, and valeters and receptionists for the other 45!

You are forgetting the paperwork (physical or electronic) that also needs to be dealt with. The tech has to pick up the job, find the car, identify the required parts, argue with stores that it is over there on the shelf when the computer says no, etc, etc and then spend 5mins changing the part. Every job has a certain amount of time needed to keep the corporate machine fed with data.

I will justifiably knock dealers for being crap but they have to do paperwork just like the rest of us.

Edited by FMOB on Saturday 17th February 18:50

Takes about 10 minutes at the MB commercial dealer I work at to complete the airbag recall. Customer turns up at his booking time. Receptionist takes keys and job pack to workshop manager. Workshop manager gives it to technician. Technician collects allocated airbag off the workshop shelf. Technician fits airbag and gives keys and job pack back to receptionist, receptionist returns keys to customer. ( who’s probably still sipping their coffee)

[TarquinMX5]

MG CHRIS said:

TarquinMX5 said:

NelsonM3 said:

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

I treat people as I expect to be treated and I expect the same in return

If I fk up (it does occasionally happen) I pull all the stops out, to minimise any disruption

The cars gave to be diagnostically connected whilst the repairs are carried out, with a before and after fault code check and the campaign filled out in the service book if applicable. A writeup needs to be carried out with the car present and they are legally obliged to carry out a health check .

Edited by NelsonM3 on Sunday 18th February 07:02

Really?

Can you 'signpost' me as to where this is legislated?

Not via law but through the contract to be a dealership. Vhc are mandated for every job and if they are missing they get punished financially.

Upselling: that I'll accept (as a reason).

[JimmyJack]

Killboy said:

KTMsm said:

I would have done the job - handed over the car - then done the paperwork

That would be a terrible way to run a proper business.

A “proper” buisiness should be run properly in the first place especially at the price these main dealers value their time.

[Hugo Stiglitz]

Shinyfings said:

When I collected my car from its latest warranty non repair the showroom staff weren’t unpleasant but were total geezers (just men) and I could easily imagine them as estate agents or recruitment agents based on my dealings with these two categories. It’s a shame that the people who sell us two of the things that cause the most stress (a house and a car) often have little knowledge and certainly no training for what they sell. I always think back to my Saab days when Malbrad in Huddersfield (still going I think) returned my car with a decent scratch missing. They’d polished it out as part of the service. Basic workshop, no fancy office and a man covered in oil. When I leave my car at a main dealers I go expecting them to damage it and am delighted when they don’t.

I went into BMW (near the University in Manchester) twice. Both times they treated me like I'd come in half pissed, smelling of wee and begging.

They were proper wide boy, arrogant geezers. One talked to me like I should be buying a Skoda and had a sneer when he turned to his colleague like there was a bet on.

Maybe I should have said something but it closed down a few weeks later. Probably due to poor sales in that location or more than likely due to people like them.

The only other time I had this was VW, also Manchester! Where I was told a VW Polo GTI was a performance car and I'd need to prove how I was funding it before they'd talk to me any further.

Maybe there's a pattern... do I look like a hobbo?

[Mr Squarekins]

I went into my local Ferrari dealership in flip flops, shorts and a t-shirt. They couldn't have been more helpful.

I guess I just ooze class (not)

[Forester1965]

Is the issue with them being 'main dealers', or big companies who happen to be maintain dealers?

I've used loads of relatively small, manufacturer franchised dealers, who're really, really good. I've also used ones who're large PLC type companies and are absolutely useless.