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  Topic Review (Newest First)
10-01-2007 09:46 AM
Re: I'm a customer, not an idiot

Sadly I know the feeling. Last time I was in for an oil change I had the wonderful customer service person tell me that I

1) needed a fuel system flush
2) needed a radiator flush
3) needed a brake system flush

All because the car was at 30k miles.

Now my issue with it is that #1 the fuel system should never need to be flushed, that is the point of a decent fuel filter. #2 the radiator flush is based more on vehicle age, and not milage. #3 the brake system doesn't need to be flushed that frequently...not on a street vehicle that never sees high performance (okay rarely sees high performance) and is also again based more on age and high temperature use then milage.

I explained that to the customer service person and also informed them that I would flush the radiator fluid once on my own and that I only brought my car in for warranty work and oil changes so as to make it easier to preserve my warranty then having to keep all of my reciptes and good records of when I changed the oil (every 5k miles almost to the mile (5500, 10500, 15500, 20400 (a little early on that one), 25500 (okay 5.1k that time), 30500 and it will be in for the 35500 next week, I don't have any of the exact milages written down, but its not hard for me to remember them).

Anyway, my customer service adviser seemed a little taken back by the fact that I knew more about cars then they did. They really seemed like they wanted to argue with me that I was wrong...but fortunately they didn't. I really wasn't looking forward to having to lecture them for 5 or 6 minutes about how when you work in customer service you never EVER tell a customer that they are in fact wrong and or stupid unless

A) it involves something the shop/store cannot do or provide
B) pricing

Otherwise the customer service person should nod their head and say how right their customer is unless it falls into either A or B.

PS Actaully I think I would have derived a perverse pleasure from lecturing him (I kind of did on lecturing him on why the service was unnecessary and how when it was they would not be doing it, including charging the equivelent for about $200/hr in labor for the service (they wanted like $189 for a brake system flush and $149 for a radiator flush). I like it when people twice my age seem to think that I don't know anything. Just because I am 24 does not mean I don't know more about something then you do.

Your 30 years of extra life experiences means nothing when I have 8 years of wrenching on vehicles and the closest you have come is that somebody 80ft away from your 50sq-ft office works on cars.
09-29-2007 03:00 PM
Re: I'm a customer, not an idiot

Biped, the first 2 times was fine, but it can easily be used in a condescending tone which this guy was using. After him calling me Ma'am for 20 times, that was enough.
09-29-2007 02:57 PM
Re: I'm a customer, not an idiot

no offense but calling you ma'am is not a big deal, i do it all the time to women i don't know the names of and am not familiar with. i don't consider it anything other than a formality.

i'm switching to "hey bitch".
09-29-2007 02:54 PM
Re: I'm a customer, not an idiot

It was more like, until Richard left. He was a great service adviser.
09-29-2007 02:49 PM
Re: I'm a customer, not an idiot

until the management changed.
09-29-2007 02:40 PM
Re: I'm a customer, not an idiot

[quote author=Mo link=topic=90393.msg1747420#msg1747420 date=1191091151] time???

I've been going there since 2004, and have had relatively good experiences....
09-29-2007 02:39 PM
Re: I'm a customer, not an idiot

Nate, I thought about that, but I really needed the pads replaced and won't have time again for a while.
09-29-2007 02:39 PM
Re: I'm a customer, not an idiot

[quote author=FemGearHead link=topic=90393.msg1747331#msg1747331 date=1191088496]
I will really need a stellar experience next time should they want my repeat business.
[/quote] time???
09-29-2007 02:32 PM
Re: I'm a customer, not an idiot

[quote author=FemGearHead link=topic=90393.msg1747331#msg1747331 date=1191088496]Walk in, give my name and right away the new guy starts with "well, Ma'am (which became his favorite word of the day), we don't encourage customers to bring in their own parts..." yadee yadee yadee....

i would have considered walking out at that part, probably would have after they told me i couldn't watch them preform the work on my car.
09-29-2007 02:19 PM
Re: I'm a customer, not an idiot

Not all dealerships are...but this guy needs to really learn what customer service means.
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