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  #73  
Old 06-11-2013, 05:21 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Yeah I didn't quite get that either Bill lol

The Jeep remains there. They tried to get it all done but could not in time to get it to me today, its promised for tomorrow.

Luckily this time we borrowed a car. Pretty pathetic I'm reduced to borrowing other people's cars
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  #74  
Old 06-12-2013, 10:18 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Update, got the Jeep back today. All seems well, work was done without destroying the interior of the car so thats a plus. Rattles are addressed, seatbelt is nice and new.

Hopefully this is it and we get some trouble free miles here...I really hope we do...
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  #75  
Old 06-14-2013, 09:04 AM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by stoker View Post

I have never bought more than one car from a single dealer in my life but I bought my last six cars from my current dealer. Its not the car its the dealer!
So are you saying that all these problems are somehow caused by the dealer not catching them? JNAP and design have nothing to do with them???
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  #76  
Old 06-24-2013, 07:34 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by bill_de View Post
The warranty covers defects ...
You would be surprised how that doesn't necessarily mean you will get your issue fixed,resolved or even acknowledged. Case in point and brief recap:

My quadralift suspension was no good. Back rear shock was replaced in the first week as it was squeaking as I drive it off the lot at night. Whether or not the service dept correctly refilled the system or even if it needed to be refilled I don't know but, the ride was terrible. Like an old suspension with rattles it was loose and not a true feel. I had it back 3 times. The third time I included a picture of the front shock leaking and that did not seem to even convince the " mechanic" that looked at it that the suspension had a problem. What would you do then? Start the process of refusal to repair? Good luck with that because you will get no help from customer care as to where to send the letter to.

The dealers service dept is paramount to your happiness with the Jeep. Mine didn't work out but I will be more cautious with the next one and make sure that I chose the right service dept/dealership. Warranting an item can be left up to the folks looking at it.

SW glad your issues were finally sorted. I'm still trying to get my hands on
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  #77  
Old 06-24-2013, 07:54 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

Did you try another dealer?

You can go to any dealer for warranty work.


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  #78  
Old 06-24-2013, 09:47 PM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

I suppose I could have. Thought that holding the dealer that sold me the vehicle to fix it Within the 2-3 months was a better idea. I'm not a fan of dumping off the problems to a dealer that didn't make the sale.
I would have been forced to do that if I kept the vehicle.

I hear Manhattan Jeep in NYC is a great dealer.if I'm ready to buy new again ill surely pop in there before any dealers further North.
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  #79  
Old 06-25-2013, 05:44 AM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by JRNYC View Post
I'm not a fan of dumping off the problems to a dealer that didn't make the sale.
A lot of people feel that way. But, what you are really doing is bringing them work. The service department makes their money fixing those problems.

When I decided to switch dealers for service, I told the service manager right off that I didn't buy the car from them. He asked why, and I told him it was lack of response from sales department. He was pissed and said, "When they lose a sale, I lose business". He thanked me for not taking my sales experience out on his service department.


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  #80  
Old 06-25-2013, 06:14 AM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by bill_de View Post
A lot of people feel that way. But, what you are really doing is bringing them work. The service department makes their money fixing those problems.

When I decided to switch dealers for service, I told the service manager right off that I didn't buy the car from them. He asked why, and I told him it was lack of response from sales department. He was pissed and said, "When they lose a sale, I lose business". He thanked me for not taking my sales experience out on his service department.
Interesting Fact about Dealers:

If they don't make the sale in the sales department, you are very likely to go back and see that dealer in the future for another quote or opportunity to sell to you.

If the Service department looses you, you are very likely to never walk into that dealership again. So Service is very much a function of sales but sales is very affected by service performance.

Quote:
Originally Posted by JRNYC View Post
I suppose I could have. Thought that holding the dealer that sold me the vehicle to fix it Within the 2-3 months was a better idea. I'm not a fan of dumping off the problems to a dealer that didn't make the sale.
I would have been forced to do that if I kept the vehicle.

I hear Manhattan Jeep in NYC is a great dealer.if I'm ready to buy new again ill surely pop in there before any dealers further North.
Kind of the inverse of what I said above but Service Departments are a sales generator in a properly managed store. Many dealerships use Sales to Service and Service to Sales procedures to keep you in house. So that being said, any dealer's service department that doesn't treat you with the best they offer is missing the boat in customer retention 101.

Not saying there isn't lots of poor dealers in all makes BUT never be affraid to walk into another Service department, if they have half a brain they see you as a future vehicle buyer at that store.
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  #81  
Old 06-25-2013, 09:36 PM
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Quote:
Originally Posted by Willx View Post

Interesting Fact about Dealers:

If they don't make the sale in the sales department, you are very likely to go back and see that dealer in the future for another quote or opportunity to sell to you.

If the Service department looses you, you are very likely to never walk into that dealership again. So Service is very much a function of sales but sales is very affected by service performance.

Kind of the inverse of what I said above but Service Departments are a sales generator in a properly managed store. Many dealerships use Sales to Service and Service to Sales procedures to keep you in house. So that being said, any dealer's service department that doesn't treat you with the best they offer is missing the boat in customer retention 101.

Not saying there isn't lots of poor dealers in all makes BUT never be affraid to walk into another Service department, if they have half a brain they see you as a future vehicle buyer at that store.
Interesting. Never thought bringing my vehicle to another dealer would be welcomed. I get loaners at my dealer though since I bought from them. Good thing too as i would be out a thousand bucks or more by now. As for sales, you're right there too. I gave Browns in Patchogue three shots over the years to sell me a car. In each instance, they have failed to respond promptly and I went elsewhere. And still, I'm thinking of using them if Chrysler approves my buyback.
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  #82  
Old 06-26-2013, 10:21 AM
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Originally Posted by amc2002 View Post

Interesting. Never thought bringing my vehicle to another dealer would be welcomed. I get loaners at my dealer though since I bought from them. Good thing too as i would be out a thousand bucks or more by now. As for sales, you're right there too. I gave Browns in Patchogue three shots over the years to sell me a car. In each instance, they have failed to respond promptly and I went elsewhere. And still, I'm thinking of using them if Chrysler approves my buyback.
Most people don't realize it. It is built into most people to keep giving sales a chance.... but man if you get mad at service, you are likely to write the whole company off.

Again if the service department in the dealership doesn't understand this and roll out the red carpet, the dealership doesn't get it either and is losing a lot of potential sales and revenues.

FYI, the other side of my consulting business is taking the technology and making it work in the business practices. I know how the good and bad stores run their processes.
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  #83  
Old 06-26-2013, 10:29 AM
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Re: Starting to get a little frustrated with the Jeep...my tale of woe

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Originally Posted by Willx View Post
Most people don't realize it. It is built into most people to keep giving sales a chance.... but man if you get mad at service, you are likely to write the whole company off.
Indeed. In contrast to my story above, I once brought my VW Jetta in to Donaldson's on Long Island to get some stuff fixed. While the car was in, they broke my driver's side lock, or it broke while it was in for service. When I went to pick up my car, I couldn't get in. I thought they had given me the wrong key. Nope. Lock was just broken. The service manager came out with me and I said it wasn't broken when I brought it in (I had locked it when I left).

He said "you're probably just trying to get us to pay for your broken lock -- for all we know, you went over to McDonalds and broke it, then came back trying to get us to pay for it." I was pretty outraged.

He said he'd get me in quickly to get it fixed, which meant a week later. He brought me a bill for $100 in labor and $15 for the part. There was another argument. Then when VW called me as a follow up, and I complained, the service manager called me back -- precisely the guy who I *didn't* want to speak to. I was furious.

I never went back, never bought another car from them either. We switched to Subarus. And when the local Subaru dealer was SOLD to Donaldson's? We stopped buying Subarus and switched to Saabs.

So over a $15 part and an hour of labor, a dealer lost three or four new car sales.

So you're spot on, at least in my case.
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  #84  
Old 06-26-2013, 10:41 AM
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Originally Posted by amc2002 View Post

So over a $15 part and an hour of labor, a dealer lost three or four new car sales.

So you're spot on, at least in my case.
Not rocket science, you reacted exactly the way 60-70% of customers would.

If I were the service manager I would have started with "we don't know if this happened here but I will take you at the benefit of the doubt" I would have then proceeded to try and negotiate something that was fair and at least have the dealership pick up part of the costs. These are conversations that need to be carefully gauged because I work for the dealers, I want them to make money too. You know what though, if that wasn't acceptable to you, I would tell any service manager to pick up that tab. I mean really what is $100.00 and change for a loyal customer?
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