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Buffalo97 06-18-2007 12:57 PM

Rant...Dealer Service people
All I needed was a power steering high presure switch.... These people killed me... I finally just ordered the part because it was a dealer part only... The trouble came When i said that code 65 was flashing on my dash. The first girl had no Idea what the hell I was talking about. I explained the key turning process to her and she looked at me like my old dog did when I said the word walk. She was dumb founded!! I explained further and She finally said if you want to have it scanned for $55 I can get the p-code and get the part that way. I'm a college student again and $$ is much more precious than it used to be so I opted not to have them tell me what I already knew. The reason I was so hesitent about just ordering the part was two fold. Problem one...Her. Problem two I was not familar with the part, never had an issue, never knew it exsisted, and so on and I wanted to make sure I'm not wasting my money. I then asked If I order it and it's wrong can I return it... the reponse was of course NO. I even asked if she a a picture of the part and she handed me a scamatic of the PS system. I'm no dummy when it comes to technical drawings As a matter of fact i like to think I pretty proficiant and it...but this thing was brutal.As you can tell from all this writing I'm getting very frustrated.So I said the hell with It... I worked some extra hours last week and place the order....But Wait It gets better. I called the same dealership I originally ran it all this trouble with(My mistake!!) I get the service person and I explain the issue, what part and I asked a couple questions just to make sure again I'm not wasting my money she answered it by transfering me to the part dept.... AAAAAAAHHHHH. During the holding music I just slammed the phone down. Really great service!!! I remembered that there is another Jeep dealer by my work... I called them and I got nearly the same run around. I finally just said the hell with it and ordered the part.... These people are brutal.

I have clarify I don't know everything and I don't expect every one else to either but the difference between me and them is if I don't know the answer I will go and looke for it, whether it's an answer from a person, the manual (haynes/chiltons) or even the internet (legit sites of course). But these people couldn't or wouldn't find any info for me.

The part comes in some time tomorrow and I hope to god it's correct. Trust me all who read this rant I researched the hell the out of this...You'll see couple code 65 threads if you look.

Thanks for your time

JCS05Rubi 06-18-2007 01:39 PM

Good luck man..Ive had the same experience with service, trying to get warranty work done. My Jeep has been to the dealer 6 times, with nothing fixed..

Sometimes I wish I could rip there heads off. Funny people go "postal" everywhere, but never at the dealerships....:chair:

BILLG 06-18-2007 02:10 PM

I have to deal with customers all the time who want their Motorcycles diagnosed over the phone for free,then get mad when we won't do it.Its not fair to my other customers who have made appointments to have their Mc worked on.Why should the dealer put a tech on the phone to diagnois your problem for free,when he has customers who are paying waiting on there Jeep.By the way our dealership is rated in the top 10% in the nation for customer satisfaction.Now it appears that you have ordered a part that you have no idea of where it goes or what it does and you expect the dealership to pay for your incorrect diagnois if it doesn't fix your problem.The bad part isn't the only thing that will trip a code,could be bad wiring,bad ground,bad connections etc.There are many good dealerships who get a bad name from people wanting something for nothing.Sure they are bad dealerships out there.But there are also many good ones.

JCS05Rubi 06-18-2007 02:27 PM

What if someone left their motorcycle there from 7:30am untill 5:00pm, with an appointment, and the CUSTOMER calls the ADVISOR at 5:00pm to hear, nothings wrong..cannot duplicate...then they pick up their motorcycle and drip oil everywhere/bent suspension components? Would it still be my fault?

Ive worked at quite a few dealers. Customer service, and happy employees, are extremly hard to find now-a-days. Especially at dealers...

Motorcycles are also much different than Auto dealers. I have NEVER had a problem with the suzuki dealer.

Maybe I need a brand new XR-7 or w.e they were :P

MOz 06-18-2007 03:28 PM

So the chick behind the counter was right all along?

Never, never, never ask the counter person to diagnose or validate your diagnosis unless it's some older guy and you may have a chance. That's why they are the "parts people" and not the actual mechanics. (no disrespect intended to the parts people)

Sometimes, you get lucky and it's some old dude that was a mechanic and he had enough of wrenching it so now he want to graze his time at the counter and work on his people skills.

This is the guy you need to look for...middle aged, some gray hair, probably smokes. Good tip is to see how he does answering the previous guys questions.

Buffalo97 06-18-2007 03:36 PM

BillG, You are very much correct about people wanting too much especially over the phone. I'm a customer service Rep too and the things that are asked for can be down right Ridiculous.

However if you read the post I knew what the problem was based off the code I was getting all I wanted was a picture or some sort of better explanation other than UUUMMM....Wellllll...A.... according to the computer..... I can't do unless you have a part number or P-code.... Now My first experience was AT the dealership Talking face to face. The second time when I had the money was on the phone and the first person I asked a question to responded by transfering my call.

My point was that No real help was given unless I give payment, which I did on friday.
I Talk to people every day that aren't buying anything, never did buy anything and a multitude of other questions that I answer if I have the knowledge and If I don't, I put the person on Hold to find the answer or sit of on the phone with the NON-customer and work the answer out. Another point is no one, based on my visit as well as phone call, could give me a straight answer, or offer to have someone take a look. That made me a little frustrated.
By the way....Bill.... please re-read where I CLARIFIED that I don't expect people to have all the answers. I just want someone with the willingness to find the answer!!!

penguin_in_a_cj 06-18-2007 04:23 PM

hey man any luck getting the higly proficent people at your local jeep dealer to work on your shiot today

jp'rs_peep'rs 06-18-2007 10:10 PM

The actual real process of the dealership is:

* To disappoint, frustrate, insult and dominate
* If the dealer can do this enough you wont come back
* If you choose to come back they do it again and either do not order the parts, fix the problem, repair poorly or all of / none of the above

* The method is to reduce you the customer until the dealer does not have to warrant anything.

All views and opinions expressed here in do not generally express the view or opinions of the typist! JMHO


Dare2BSquare 06-18-2007 10:34 PM

Somebody got up on the wrong side of the rock today!!! :really:

JCS05Rubi 06-19-2007 05:42 AM


Originally Posted by penguin_in_a_cj (Post 93582)
hey man any luck getting the higly proficent people at your local jeep dealer to work on your shiot today

I told the other dealer near my house what I wanted done. Not the one I have been going to, the other one. They couldnt make an appointment untill the end of NEXT week. Now, again, I have worked in this field, I understand its first come first serve etc. But booking yourself OVER a week ahead? I am sorry, but thats just a poorly run facility. Anywho, I made an appointment to have it looked at by my pops dealer on thursday instead.

skippy 06-19-2007 06:12 AM

Man sorry to hear about your issues at your dealer. Good luck with your issue. I hate the two dealers I have talked to. Sometimes I question even buying my jeep (and I only have 3700 miles) cause the jeep dealers around me are pricks. I have never dealt with this kind of rudeness at any honda mitsu or any of the other dealers I have gone to.

penguin_in_a_cj 06-19-2007 06:55 AM

hey if they give you the run around this time I ran into this.. threaten to have the work subletted out, tell them there is a private shop that has looked it over and found these problems but you did not want them to do the work due to the obvious warrenty issues. if they tell you that they will pay the private shop take it to dave and blair.

Odhinn 06-19-2007 07:19 AM

Aren't dealers fun to play with:(.

In all the years I have dealt with them I have only found 2 that have good customer service and don't get the deer in the headlight look when asking a parts questions. I ended up finding one that still has the original AMC employees around, figured out who was the best and ask specifically for him when I need an obscure part. Good luck and hope it all goes well for you.

whiteyj 06-19-2007 09:31 AM

The parts department for the stealership near me is only open 8-5 M to F. Doesn't do anyone who works for a living any freaking good.

Buffalo97 06-19-2007 10:20 AM

Thanks to all that have felt my pain!!! I justgot back stealership (thanks whitey) It looks like I got a 100% on my homework done at The Jeep wrangler forum, the internet, and local shops!! The part is still in the bag but it looks to be correct. I can't do it now because I work too. oh and it about 90 freakin degrees outside with about 97% humidity. Instant sweat! Yes it gets that warm in Buffalo,NY

JCS05Rubi 06-19-2007 11:12 AM

I know how you feel buffalo. My GM temp gauges on these cars are reading 104 right now, and the humidity is enough to make you want to gag.....

I have been sitting inside in the A/C since 8:00. The work can get done when its not code red outside :p

Atleast my old dealership lost its 5 star rating, and one near my work just gained a 5 star rating. Guess Ill have to ask a co-worker for a ride from the stealership one day :(

I swear, I love my Jeep, but these people REALLY need to take lessons from EVERY SINGLE OTHER auto company in the customer service/warranty department, if they want to keep loyal customers besides us wheelers :( I don't know anyone who is willing to deal with this much BS for just a regular grocery getter :)

binaryking 06-19-2007 11:18 AM

You just need to find a better dealership. Find a 5 star dealer. They have higher standards. Not all dealerships suck, it's the ones that do that give us all a bad reputation. However, the chick that answers the phone is probably the LAST person you want to ask for help.

whiteyj 06-19-2007 11:31 AM

The five star rating can't possibly have anything to do with the opinion of "John Q" buying public. The local guy is a "five star" dealer with a parts department that is only open when it's convenient for them.

JCS05Rubi 06-19-2007 12:15 PM

Yea, my dealer was a "5 star" untill I called and told DC what was going on with my Jeep. They arent now.. The only decent dealer I have been to ISNT a 5 star, its just real far away :(

Theres another 5 star dealer 15 mins from my house, that is always short on techs, and is always overbooked by atleast 10 days..... I dont call that 5 star service :)

I agree with you Bianary, not ALL dealers are bad, but the couple I worked for, and the couple I have dealt with (Jeep anyway) deffinatly make it hard to beleive they are out there. I have see 10,000x better service from Hyundai and Kia dealers :D

How far are you from Columbia, MD 21043 BK?
EDIT:Total Est. Time: 2 hours, 13 minutes
Total Est. Distance: 121.95 miles

Scratch that idea :p

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