Survey?

[solman98]

Recently I took my HHR in for an A/C growl. I explained the sounds and such to the service write and they checked it out. There was a TSB on the issue and parts ordered. That was trip #1.

About 10 days later, they call me to tell me that parts are in. We schedule the appointment and I bring it in. They tell me it will be ready by the end of the day and give me a ride back to work. Trip #2, Day 1.

Just after lunch, I get a call from the writer that they ordered the wrong parts. But they can get them in late today or tomorrow morning. ( first though was why did it take 10 days for the parts to come in the first time) I tell them just need it fixed, but I was at work and since this was only supposed to be a one day fix, I have no way to get home after work. So they set up a rental (07 Silverado ExtCab).

Trip #2, Day 2. I get a call late morning my car is ready. I tell them I will stop by mid afternoon on my way home. They said I just needed to drop of the rental with them and that Enterprise would pick it up from them. I get there and go inside to get my keys/paperwork. I go out and do a quick walk around and see what looks like coolant all over the from bumper cover. Not cool in my eyes. So I pop the hood and in raising, I see the bowtie is cracked at the very top ( I washed it two days prior to is going in, no crack). i open the hood and see what also looks like coolant all sitting in grooves and what not under the hood behind radiator . SO I walk away and head back in. First to see if my service writer is there, he is not. SO I walk towards the desk where you pick your keys up and just as I am walking in, the service manager is walking out. We do business together as we use this dealership for warranty repairs on our fleet vehicles, so we know each other. He said he saw me picking up my keys and was there a problem. SO I take him out to show him what I find. He immediatly takes my keys and handles the cleanup and a full detail (well what they call a detail LOL). They bring it back around and he tells me he ordered the bowtie.

About a week later, I get a call from my service writer that a "badge" came in. He had no clue why. I brought him up to speed and set up the time. Trip #3, day 4. They swap out the bowtie fairly fast. And I'm on my way.

Last week, I get the survey in the mail. I fill it out, I do not slam anyone, but also don't mark "top notch" either. I mark most items good, as it was good. But I also tell the problems. IS this the way I should fill this out?

For personal vehicles, this was the first time I have had to take one in for warranty work in years. But low and behold, I had to do it with the wifes MPV a week later. It had a funny "knock" occasionall in the front. I took it in and in one visit, they diagnosted the issue (upgraded brake pads), did a full brake job on the MPV with 36,502 on the clock and 3.5 year old, (4/50K warranty). Granted, older vehicle and parts on hand make a differance. But I was shocked at a full free brake job for an occasional knock that was not a safety issue. Shims/clips yes, but pads?

I have not mailed the survey yet. I filled it out and once I sealed the enveloped, I thought, was I too hard? No low marks, but I remember someone complaining about anything but high marks.

Thoughts?

[likearock00]

Honestly, it will not help the service writer. It will bring his satisfaction scores down. You need to ask yourself if you scored it correctly. That is the most important question. If you think you were right with the score, then send it in.

I love my service dept, but warranty work is a pain in the ass. I have started to hate it. I currently have a clicking noise everytime I turn, but I don't want to bring it in. It takes a day to figure out the prob, and they order parts. Whenever the parts come in, it takes a day for them to put it on. They call you and tell you it's fixed. You go in to get it, but sometimes the prob isn't corrcted. That is the part that really ticks me off. Why tell me it's fixed if it isn't? So now I have to start the process all over again. Why not give me a time to take it in and diagnosed, and then schedule a repair day? I understand it takes a bit of time to install the parts but it can't take too long to figure out what's wrong with it. Very aggravating and time consuming IMO.

Sorry to get off on my rant, but I would send it in like that if you're not 100% satisfied.

[shadams]

If I were you I wouldnt send it in at all. I would call your advisor and tell him you werent happy with your service, and expect it to be better next time. That will get his attention and his respect as a non perfect survey is DEVISTATING to your score, and your lively hood. It sounds like the did an about average job, being that after they screwed up they fixed it quickly.

If that happend with me I would be very grateful and would go above and beyond with you the next time, instead of hating you for burning me on a survey. (I know you dont think you are as most are good, but anyless less than perfect is really just as bad as a 0.)

[Triple-X08]

it will impact the CSI scores of the advisor and technician that worked on it.


ive been very greatful for my CSI scores, i have yet to miss the bonus since ive been working with a group. and for the past 6 months i have had a 4.0 every time.

sounds to me like they need to pay a bit more attention to detail.
mark it honestly, i know if someone has a problem with the service i provide for them, i want to know what i messed up on, so that way you can 1- fix the problem next time you get a car with the same issue, both fast and fixed right, and 2 - to make future customers happy on each visit.

they may not like it, but you were not completely satisfied.

or you could call your advisor, explain to him everything, and i guarantee you, that if they care about you, they WILL make it right with you.

CSI scores affect service writers, technicians, and the dealership. and also they know that if your not 100% happy then you will let other people know of your experience with them. and then people they know will know about it, etc.. etc... it gets around. you build a reputation, for yourself and for the dealership.

[MOOSTOPHA]

good advice from the last 2 posts. it will get the same point across and build an even better relationship in the future.

[Old Dood]

What I would do is fill it out as PERFECT. Then mail the Perfect one in... However, first make a copy of the form. Then on the copied form write out how you actually feel and turn that into the Owner/General Manager! Let them fix this personal problem "In House". Trust me you will get a real good deal on your next purchase for being kind like that. I would suspect you would get EXCELLENT service for this vehicle from now on too.

That means save a copy of both forms you filled out...the Corporate one that is perfect and the copied one that is truthful for your records to show anyone later on when you are working a new deal.

[MOOSTOPHA]

^^who'da thunk it??

[likearock00]

Ha Ha! Great idea Old Dood!

[shadams]

Sweet, kind of along the same lines I was talking about, only waaaay better. Good one!

[solman98]

Originally Posted by Old Dood

What I would do is fill it out as PERFECT. Then mail the Perfect one in... However, first make a copy of the form. Then on the copied form write out how you actually feel and turn that into the Owner/General Manager! Let them fix this personal problem "In House". Trust me you will get a real good deal on your next purchase for being kind like that. I would suspect you would get EXCELLENT service for this vehicle from now on too.

That means save a copy of both forms you filled out...the Corporate one that is perfect and the copied one that is truthful for your records to show anyone later on when you are working a new deal.

Not a bad idea.

[macars]

Sounds like Old Dude's been around the block before.

These surveys are very important to GM in determining the quality of service it's franchisees (Dealers) are providing. They are GM's primary mode of communication with its customers, and the manufacturer pays very close attention to the scoring.

Now for the bad part.

The way GM grades these surveys is completely different from the way they present them. As far as the dealer is concerned, a survey is Pass/Fail. Only "Completely Satisfied" passes, everything else fails.

You, as a customer, are led to believe that you can report you are "Satisfied" and that level of satisfaction will accurately report how the dealer attended to your needs. Unfortunately, that is not the case.

In this particular situation, the service manager responded as we all wish one would given the circumstances. Still, the vehicle wasn't clean when delivered, after some inconvenience to you. You would be justified in indicating only "Satisfied". Unfortunately, the survey would score little better than if you had marked "Unsatisfied". It's the nature of this particular beast.

Old Dude offered a very practical solution - bring it to the attention of the decision maker.

At the dealership, we are always cognizant of the fact that how our customers and their vehicles are treated directly affects how our future relationship with them will go. If we deliver an HHR with coolant all over the front end, that customer is likely to go looking for another dealer who makes sure his car is clean - and when it comes time to buy another car (or replace the HHR) he will probably stay with the dealer who delivers clean vehicles out of the service department. Often, we only get one chance to cement the relationship, and often never know when or why we have failed.

So, Dude's solution solves both the customer's problem and the dealer's. It brings the issue in front of someone who can see it doesn't happen again (along with the opportunity to fix all the little institutional and infrastructure problems that created the problem). It rewards the dealer for bending over backward to make it right. And, it gives the customer the understanding he is being listened to and has a voice in how his service is being handled.

The important thing here is to give the dealer an understanding of the problem and the opportunity to do something about it. Sadly, the survey system only beats the dealer over the head, and can often poison a salvageable relationship.

[macars]

Sounds like Old Dude's been around the block before.

These surveys are very important to GM in determining the quality of service it's franchisees (Dealers) are providing. They are GM's primary mode of communication with its customers, and the manufacturer pays very close attention to the scoring.

Now for the bad part.

The way GM grades these surveys is completely different from the way they present them. As far as the dealer is concerned, a survey is Pass/Fail. Only "Completely Satisfied" passes, everything else fails.

You, as a customer, are led to believe that you can report you are "Satisfied" and that satisfaction level will accurately report how the dealer attended to your needs. Unfortunately, that is not the case.

In this particular situation, the service manager responded as we all wish one would given the circumstances. Still, the vehicle wasn't clean when delivered, after no small inconvenience to you. You would be justified in indicating only "Satisfied". Unfortunately, the survey would score little better than if you had marked "Very Unsatisfied". It's the nature of this particular beast.

Old Dude offered a very practical solution - bring it to the attention of the decision maker.

At the dealership, we are always cognizant of the fact that how our customers and their vehicles are treated directly affects how our future relationship with them will go. If we deliver an HHR with coolant all over the front end, that customer is likely to go looking for another dealer who makes sure his car is clean - and when it comes time to buy another car (or replace the HHR) he will probably stay with the dealer who delivers clean vehicles out of the service department. Often, we only get one chance to cement a customer relationship, and often never know when or why we have failed.

So, Dude's solution solves both the customer's problem and the dealer's. It brings the issue in front of someone who can see it doesn't happen again (along with the opportunity to fix all the little institutional and infrastructure problems that created the problem). It rewards the dealer for bending over backward to make it right. And, it gives the customer the understanding he is being listened to and has a voice in how his service is being handled.

The important thing here is to give the dealer an understanding of the problem and the opportunity to do something about it. Sadly, the survey system only beats the dealer over the head, and can often poison a salvageable relationship.