Re: VW service (everybody chill out)

["S. Joseph Mann" <joem@pswtech.com>]

Everybody put down you're guns!!  Let's not make this into a fire fight.

Our opinions are colored by our experiences. And like most people in society
(and I think this is a fare stereo type) we tend to focus on the bad ones.
Don's negative experiences come from seemingly irate and inconsiderate
customers.  And our (the customers) negative experiences come from seemingly
inexperienced and/or incompetent and/or dishonest service techs and advisors.
But, this in no way accounts for everyone.  Especially those on the list.  So
before we lay into each other, lets try to see things from the opposite side of
the track.

And lets watch those stereotypes. On both sides.  They online piss people off.

Keep in mind that we come here, for the most part, to solve problems.  And
often these problems involve our dealer's service department.  i.e. we're going
to hear more bad than good on this topic.  So Don, please remember that, and
guys lets keep in mind Don's the only VW Master Service tech on this group.
That I know of.

Ok, now you can all tell me to shut up.

:-)

Joe


deecee@exit109.com wrote:

> Why is it a common practice to slam VW dealerships. I am a Master VW/Audi
> technician and have been working in a VW/Audi/Porsche dealership since
> 1976.  In my many years I have seen alot and had to put up with a lot. It
> has been within the past 5 years that have been the worst. If you ever read
> a want ad for a Service Manager or Service Advisor you will most always see
> "Must be CSI Motivated" The reason is every car manufacturer is fighting
> for CSI points which in return is thousands of dollars in bonus money. In
> in some dealerships the money filters down to the technicians. Because of
> this the dealership Service Managers in most dealership go the extra yard
> to please the customer. To please the customer the technician is the person
> who bears the most.
>
> I have worked on cars only to find the customer chews tobacco and nicely
> leaves his spit cup in the center console for me to move. There was the car
> which had a baby seat in the back.  I had to replace the rear seat belts.
> This involved removing the baby seat to get the back seat out. What a nice
> treat to find petrified spit up under the baby seat that also found its way
> under the rear seat. Nice parents! Again we must please the customer. How
> about the countless times I had to lay on my back to work under a dash.
> Only could be done after shoveling out McDonalds soda cups and hamburger
> wrappers.
> Remember all the time you bring your car to the dealer it is usually for
> warranty "bitching" and "free service."  Help the dealer by having your
> wheel lock key in plain view because some services require tire rotation. I
> think it must be a game because some customers like to play hide and seek
> with the wheel lock key. No problem if you think I am going to get the
> master set  because I can't find your hiding lock. Forget it! The tires
> don't get rotated. You'll never find out because the car is washed when the
> service is done and the wheels are cleaned.
> I know all dealer service is not the same some are better than others but
> here are a few tips that hopefully will get your car fixed right the first
> time.
>
> When you come to the service desk for service have your maintenance
> book,current mileage and license plate number ready.
>
> Always deal with the same Service Advisor "tipping will get you alot"
>
> If there is a noise complaint make sure the advisor goes out with you to
> verify what needs to be fixed. If the dealership has a small service dept.
> ask if a tech. could go out to hear the noise.
>
> If you have a drive ability complaint talk to the service advisor the day
> before and tell them you will leave the car the night before. Try to write
> down as much info as to when,where,and how often the problem happens.
> Make the car available for a tech. to drive home if needed to duplicate a
> complaint before any work is started.
>
> Make sure everything you want checked or repaired is clearly spelled out on
> the work order.Make sure you get a copy when the car is finished.
> To properly prepare a case for lemon law documentation is of the utmost
> importance.
>
> I know it is frustrating and a real pain in the ass to bring the car back
> after a repair was done, but try to remain civil.
>
> A lot of dealerships are hiring service personnel that have little or no
> product knowledge.
>
> I know because both service advisors in my dealership have a grand total of
> 5 months VW/Audi/Porsche experience.
>
> The cars are getting complicated and because of little or no training a
> return time might happen.
>
> Most often returned visist is  a "check engine light" complaint. Depending
> on the DTC code stored there could be 2 complete trips before the light
> comes on again.  A once around the block road test is not going to be
> sufficent to check if the problem is fixed.
>
> Don