Re: Halos and Service alerts

[rehab@ravenet.com (Rick Barton)]

Interesting... My dealer essentially "bribed" me to give an excellent review
with a set of floor mats (I found it odd that an otherwise loaded GLX would
not list floor mats as standard equipment, but...).  I obliged, figuring
that I was saving myself $50-60, and who really looses?  I mean the guy
didn't suck or anything, but I'm not sure he necessarily earned an
"excellent" rating overall - (he continued to make references to his wife as
a possession, something my own wife did not appreciate, oddly enough)...
nonetheless, nice mats!

As a side note, I saw my first "real" 98 Beetle today...  I may get bad
looks (?) for this, but...  I'm not sure I like ot as much as the
pictures...  perhaps it will grow on me...  any other opinions of it, I'm
not one to insult my family...

ReHaB
98 Jetta GLX & 92 Jetta Carat.
- -----Original Message-----
From: deecee@exit109.com <deecee@exit109.com>
To: jettaglx@igtc.com <jettaglx@igtc.com>
Cc: gti-vr6@dev.tivoli.com <gti-vr6@dev.tivoli.com>
Date: Sunday, March 08, 1998 8:49 PM
Subject: Halos and Service alerts


>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
>