Main Dealers - Still As Useless As Ever
Discussion
Hugo Stiglitz said:
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. "Well, there he goes. Hugo Stiglitz. He must have let himself down a bit on his appearance, begging's not very popular round here (Manchester), but never mind, a good try".
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.
Malbrad were great for my Saab. Also Abbott Racing - very old school.walked into a local Peugeot dealership as Mrs DG was thinking about changing her car. We must've wandered about the show-room for a good 5/10 minutes not a single 'salesman' approached us - one f
ker actually walked past and back getting a coffee. Now I don't want to be fawned over, but a simple"...if you have any questions, I'm over here..." (or similar acknowledgement) would not be a bad idea.
ker actually walked past and back getting a coffee. Now I don't want to be fawned over, but a simple"...if you have any questions, I'm over here..." (or similar acknowledgement) would not be a bad idea.Forester1965 said:
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.
I've found every combination of variability. Wife got a Skoda last year from a one-off family owned dealership and both sales and subsequent warranty work were disappointing. I didn't realise I was dealing with the owner son when I went to collect the car after the warranty work until after I left and looked at his card - I'd have been more robust than I was thinking he was just the usual useless service advisor.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.
Interesting to see this thread given I'm currently looking at alternatives to a main dealer for an upcoming service.
But to start with the good - I had a used Hilux for 2 years, and to get the retrospective 10 year warranty I had to make my first foray into main dealer servicing. I had a brilliant experience each time I had a service with Oakmere Toyota in Cheshire - booked in by phone call, arrived first thing, sat drinking free coffee in the showroom whilst watching the work happening through the glass windows of the service bay. The technician even came out and politely queried tyre pressures with me (I ran higher than usual due to load lugging) but didnt try to upsell me new ones despite me knowing beforehand they were down to 4mm or so. I could tell they'd done ALL of the "hidden" work in the major service as the brake pedal had a much better feel that was immediately noticeable. £500 for a major service and £300 for a minor didnt seem unreasonable either.
11/10 would use again in a heartbeat.
Sadly the Hilux is gone, and replaced by a used Shogun Sport which is coming up to its first interval in my hands. Popped into the local Mitsubishi "dealer" (selling other brands now, but still servicing Mitsubishi) to get quote/job list/parts sheets for the next few services. Seven hundred and fifty of the finest pounds for an intermediate service that it's due (and well over £800 for a "major" later on!) This includes 4 hours of labour on checking the valve clearances and replacing the rocket gaskets, which is upon research a Mitsubishi mandated item - on an engine that was designed brand new in 2014. Hydraulic tappets, anyone?
Due to the ruling about maintaining a main dealer warranty if serviced elsewhere with genuine parts, I shall indeed be buying a genuine service kit and getting my trusted local indy to have at it....
As a further interesting aside, I googled the "model name" of the oil listed, expecting some mega-expensive unicorn blood, and found it was an older C3 blend by Morris Lubricants! I can only imagine this is something the remaining UK service centres have done themselves due to Mitsubishi having withdrawn from the UK? I wouldn't normally put such "cheap" oil in any of my cars but if that's what the official printout says, I'm not going to use something else and give them a potential getout clause....
But to start with the good - I had a used Hilux for 2 years, and to get the retrospective 10 year warranty I had to make my first foray into main dealer servicing. I had a brilliant experience each time I had a service with Oakmere Toyota in Cheshire - booked in by phone call, arrived first thing, sat drinking free coffee in the showroom whilst watching the work happening through the glass windows of the service bay. The technician even came out and politely queried tyre pressures with me (I ran higher than usual due to load lugging) but didnt try to upsell me new ones despite me knowing beforehand they were down to 4mm or so. I could tell they'd done ALL of the "hidden" work in the major service as the brake pedal had a much better feel that was immediately noticeable. £500 for a major service and £300 for a minor didnt seem unreasonable either.
11/10 would use again in a heartbeat.
Sadly the Hilux is gone, and replaced by a used Shogun Sport which is coming up to its first interval in my hands. Popped into the local Mitsubishi "dealer" (selling other brands now, but still servicing Mitsubishi) to get quote/job list/parts sheets for the next few services. Seven hundred and fifty of the finest pounds for an intermediate service that it's due (and well over £800 for a "major" later on!) This includes 4 hours of labour on checking the valve clearances and replacing the rocket gaskets, which is upon research a Mitsubishi mandated item - on an engine that was designed brand new in 2014. Hydraulic tappets, anyone?
Due to the ruling about maintaining a main dealer warranty if serviced elsewhere with genuine parts, I shall indeed be buying a genuine service kit and getting my trusted local indy to have at it....
As a further interesting aside, I googled the "model name" of the oil listed, expecting some mega-expensive unicorn blood, and found it was an older C3 blend by Morris Lubricants! I can only imagine this is something the remaining UK service centres have done themselves due to Mitsubishi having withdrawn from the UK? I wouldn't normally put such "cheap" oil in any of my cars but if that's what the official printout says, I'm not going to use something else and give them a potential getout clause....
ChemicalChaos said:
As a further interesting aside, I googled the "model name" of the oil listed, expecting some mega-expensive unicorn blood, and found it was an older C3 blend by Morris Lubricants! I can only imagine this is something the remaining UK service centres have done themselves due to Mitsubishi having withdrawn from the UK? I wouldn't normally put such "cheap" oil in any of my cars but if that's what the official printout says, I'm not going to use something else and give them a potential getout clause....
I had a new 21 Honda and the main dealer was selling Morris oil. I would have thought Mobil/etc would be better - perhaps they get a good discount from Morris?ChemicalChaos said:
Sadly the Hilux is gone, and replaced by a used Shogun Sport which is coming up to its first interval in my hands. Popped into the local Mitsubishi "dealer" (selling other brands now, but still servicing Mitsubishi) to get quote/job list/parts sheets for the next few services. Seven hundred and fifty of the finest pounds for an intermediate service that it's due (and well over £800 for a "major" later on!) This includes 4 hours of labour on checking the valve clearances and replacing the rocket gaskets, which is upon research a Mitsubishi mandated item - on an engine that was designed brand new in 2014. Hydraulic tappets, anyone?
One of my daughters had a Colt as her first car and the unusual thing about Mitsubishi service pricing is it includes everything needed, so if the brake fluid is due, the service price includes that. Of course the dealer doesn't actually change it, unless you catch them out. They also mandate the pollen filter is changed every year "as Mitsubishi's are usually used in dusty environments", so that on its own bumps up even the minor service price. It's the only brand of car we've had in the family where I switched dealers not once, but twice, in the 5yrs we had the car. One dealer twice quoted us ex-VAT pricing for a service without saying "plus VAT" so that lead to something of a falling out. They said always did that as most of their customers were businesses.
JimmyJack said:
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.How well a business is run or not is very subjective.
How long does it take them generally to reply to a complaint, or even to anything. I’ve sent e mails, phone calls never answered. Even gone to head office who said they get no reply either.
What is the next step ? Put something officially in writing ?
2 weeks and 2 days since I raised the complaint.
What is the next step ? Put something officially in writing ?
2 weeks and 2 days since I raised the complaint.
Downward said:
How long does it take them generally to reply to a complaint, or even to anything. I’ve sent e mails, phone calls never answered. Even gone to head office who said they get no reply either.
What is the next step ? Put something officially in writing ?
2 weeks and 2 days since I raised the complaint.
Phone the manager in question and ask them to acknowledge receipt of your emails. What is the next step ? Put something officially in writing ?
2 weeks and 2 days since I raised the complaint.
Hugo Stiglitz said:
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.
Maybe there's a pattern... do I look like a hobbo?
Even if you do, though…. I called in at Mercedes Tonbridge a few years ago, it was a stinking hot day and I’d just completed a 35 mile commute home on my motorbike. Hair and t-shirt wet with sweat, grubby bike gear in the traditional commuter ‘worn all year in all weathers and never washed’ style - and they couldn’t have been more pleasant and happy to talk to me.Maybe there's a pattern... do I look like a hobbo?
FMOB said:
JimmyJack said:
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.How well a business is run or not is very subjective.
My wife works part time for a main dealer, every day that she works, she comes home and tells me stories about someone fking something up.
It would seem that she is one of the only competent members of staff there and things get left until she is back in to deal with them.
My dad bought his car there and the last time it went in for MOT, they forgot to MOT it, told him it had been done and then when the error was detected (not by them) they had to come and pick it up to be done.
The story from yesterday was that some idiot had approved work on a car which was then done, without it having been approved by the company who owned the car. The dealership were asked for a picture of the part and the same idiot took a picture of the part on a car, but the car was a different colour to the one in question.
The company questioned this and said idiot went and took another picture, but once again of the wrong coloured car. So not only thick, but attempting to deceive a major account.
If I had been on the receiving end of that, the account would not be staying with a business who employ people who rather than apologising for a relatively minor error, go to some effort to lie, twice.
There is something every time she comes home from work, I genuinely can not understand where they seem to find an endless supply of utter fkwits to work there!
king something up.It would seem that she is one of the only competent members of staff there and things get left until she is back in to deal with them.
My dad bought his car there and the last time it went in for MOT, they forgot to MOT it, told him it had been done and then when the error was detected (not by them) they had to come and pick it up to be done.
The story from yesterday was that some idiot had approved work on a car which was then done, without it having been approved by the company who owned the car. The dealership were asked for a picture of the part and the same idiot took a picture of the part on a car, but the car was a different colour to the one in question.
The company questioned this and said idiot went and took another picture, but once again of the wrong coloured car. So not only thick, but attempting to deceive a major account.
If I had been on the receiving end of that, the account would not be staying with a business who employ people who rather than apologising for a relatively minor error, go to some effort to lie, twice.
There is something every time she comes home from work, I genuinely can not understand where they seem to find an endless supply of utter f
kwits to work there!
The Dictator said:
My wife works part time for a main dealer, every day that she works, she comes home and tells me stories about someone fking something up....
There is something every time she comes home from work, I genuinely can not understand where they seem to find an endless supply of utter fkwits to work there!
Welcome to the Motor Trade. 80/20 rule applies. 80% morons who are happy to rip you off or havent a clue about fking something up....There is something every time she comes home from work, I genuinely can not understand where they seem to find an endless supply of utter f
kwits to work there!k all. 20% good, competent professional who give a s
t about the customer and dont just view them as a cow to be milked. Same ratio across the board. Dealer, Indy, fred in a shed. Often 80/20 in the same building!Its a dying trade fundamentally. Kids dont come out of school wanting to do it. Manufacturers wont pay good rates for good staff. Cars get ever more complicated. Multiple networks controlling ever more complex systems, advances in engine designs (COD etc) But employers still think that Technicians are all dumb as planks. And there's no difference between a guy who can swing a hammer and a guy who can use an oscilloscope! The best guys get to their 40s and leave to set up on their own.
Or leave the trade entirely We have High Voltage (EV 400V - Will kill you if you get it wrong) stuff which results in guys going on training courses which are bloody hard to pass. Getting their qualifications. Establishments offering them no real uplift in pay. So they leave to work on Trains as the moneys 20K a year better!
And then we get to a bonus structure DESIGNED to make people cut corners and recommend work that at best is early at worst not required at all. Its not about fixing cars anymore. Its about getting as much money as possible from each car that visits. Its basically the 70s and Arthur Daley all over again!
TL:DR Most managers cant spot a good tech from a bad one. So everyone gets paid badly. Most managers have NEVER done the job. And its all about hours sold. Not about quality of work
One day I'll write a book....
JimmyJack said:
FMOB said:
JimmyJack said:
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.How well a business is run or not is very subjective.
My latest experiences have been very good. Bought an approved used RRS December and they noticed the fuel tank cradle has signs of rust so despite passing the MOT with no advisories, they wanted to replace it as part of approved used standards.
Part didn't come on time so I took delivery of the car a week later than planned, without the part fitted. As he handed over the car he apologised and said when the part comes in, he'll sort me out with a fuel fill up or a gift.
Left it in at 8am but no salesman about so I said to the tech team I was told I would get a fuel fill up and true to word, tech filled the car to the brim and left me a bag of sweets. Happy customer.
Just yesterday, went to pick up a V90 at Volvo Hull that my dad bought online. Car was as described in the personal video we had been sent, and it had been given a valet before we arrived.
There had been a few spots of rain and after our test drive, we went into the office and he had the valet team give the car another clean. The car was clean already bar a light bit of rain and a test drive but it was a nice touch. He knew we were going home to NI, across the Irish sea, never to be seen again but it was small but welcome gesture and a sign of good customer care. Those little things highlight where their overall standards are IMO.
Part didn't come on time so I took delivery of the car a week later than planned, without the part fitted. As he handed over the car he apologised and said when the part comes in, he'll sort me out with a fuel fill up or a gift.
Left it in at 8am but no salesman about so I said to the tech team I was told I would get a fuel fill up and true to word, tech filled the car to the brim and left me a bag of sweets. Happy customer.
Just yesterday, went to pick up a V90 at Volvo Hull that my dad bought online. Car was as described in the personal video we had been sent, and it had been given a valet before we arrived.
There had been a few spots of rain and after our test drive, we went into the office and he had the valet team give the car another clean. The car was clean already bar a light bit of rain and a test drive but it was a nice touch. He knew we were going home to NI, across the Irish sea, never to be seen again but it was small but welcome gesture and a sign of good customer care. Those little things highlight where their overall standards are IMO.
soupdragon1 said:
My latest experiences have been very good. Bought an approved used RRS December and they noticed the fuel tank cradle has signs of rust so despite passing the MOT with no advisories, they wanted to replace it as part of approved used standards.
Part didn't come on time so I took delivery of the car a week later than planned, without the part fitted. As he handed over the car he apologised and said when the part comes in, he'll sort me out with a fuel fill up or a gift.
Left it in at 8am but no salesman about so I said to the tech team I was told I would get a fuel fill up and true to word, tech filled the car to the brim and left me a bag of sweets. Happy customer.
Just yesterday, went to pick up a V90 at Volvo Hull that my dad bought online. Car was as described in the personal video we had been sent, and it had been given a valet before we arrived.
There had been a few spots of rain and after our test drive, we went into the office and he had the valet team give the car another clean. The car was clean already bar a light bit of rain and a test drive but it was a nice touch. He knew we were going home to NI, across the Irish sea, never to be seen again but it was small but welcome gesture and a sign of good customer care. Those little things highlight where their overall standards are IMO.
Volvo dealers seem to be kean to impress, unlike the indi garage that won't give me an indication of px unless I carry out a 6 hour round trip.Part didn't come on time so I took delivery of the car a week later than planned, without the part fitted. As he handed over the car he apologised and said when the part comes in, he'll sort me out with a fuel fill up or a gift.
Left it in at 8am but no salesman about so I said to the tech team I was told I would get a fuel fill up and true to word, tech filled the car to the brim and left me a bag of sweets. Happy customer.
Just yesterday, went to pick up a V90 at Volvo Hull that my dad bought online. Car was as described in the personal video we had been sent, and it had been given a valet before we arrived.
There had been a few spots of rain and after our test drive, we went into the office and he had the valet team give the car another clean. The car was clean already bar a light bit of rain and a test drive but it was a nice touch. He knew we were going home to NI, across the Irish sea, never to be seen again but it was small but welcome gesture and a sign of good customer care. Those little things highlight where their overall standards are IMO.
stevemcs said:
Volvo dealers seem to be kean to impress, unlike the indi garage that won't give me an indication of px unless I carry out a 6 hour round trip.
Then low ball you when you've made the trip.That's the only reason they wont give you an indication beforehand.
Normal practise is to give an indication of price, less any obvious prep, and we'll only take it in if its' got history, and no nasty previous accidents.
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