Re: Halos and Service alerts

[Dave Rizzolo <dv8studio@ids.net>]

Don,

If those of us with problematic VW's notice we are no longer being called
after service visits, I am assuming that by contacting VOA directly we will
be able to make our concerns known.

I understand your service managers reasoning but I must say that I bothers
me that he is both undermining and manipulating a system that is meant to
build the VW brand, make happier customers and reward dealers for
outstanding service. 

Dave R 
97 GLX

At 08:27 PM 3/8/98 -0500, you wrote:
>There was some coversation about owners being pressured by their dealers to
>answer "Excellent" when somone form VW calls. 
>
>I will try to explain what happens. First after you buy the car VWOA will
>call and check up on the dealer to make sure everything with the delivery
>went smoothly and everything was explained. This is where the first
>"excellent" comes into play. If everything was "excellent" the dealership
>gets points toward CSI money. Every quarter the dealer gets money back
>depending on the amount of "Excellents" also some of this money will
>trickle down to the techs. I know because I usually get about $30.00 a
>quarter.
>When ever you have servicce done the dealership provides your phone number
>to VWOA for a followup call. Again here is where another "Excellent" is
>asked for. If you have had a problem or you are a "problem" customer there
>is a good chance you won't get a call. I know in my shop the service
>advisor places a red dot on the work order which menas "No followup" Every
>quarter the service manager is provided with a list of responses and his
>CSI rating compared to all the other dealers in his zone.
>
>VW is going to base future car allocations on CSI ratings. I heard that
>each dealer is going to get 23 NewBeetles. Wow we have 40 sold!
>If the response is "excellent" than a "Halo" is sent to the dealership. If
>the results are not good than a "Service Action" is sent and the service
>manager must resolve the problem and report back to VWOA with the solution.
>
>I can post copies of a Halo and Service  Alerts in anyone is interested.
>
>Don
>
>