EY CARUMBA!!! What a JOKE these guys are! I agree with you, all "service
advisors" should be terminated... I've found much the same thing, once you
get by these idiots the wrenches (real workers) in the back are usually a
good lot. I've only found one good service advisor in all the dealerships
I've been to. The reason I liked him is because every time we would
discuss a problem he would call over a mechanic to get his input on it.
Tom
______________________________ Reply Separator _________________________________
Oh boy... okay, about a week and a half ago, I called up the parts dept.
and told them that I wanted skid plates and a hitch receiver. They had to
order them, so okay go ahead and do it.
Then he asked if I was going to be installing them myself. As I've already
discussed here, due to warranty concerns, I wanted to have the dealer put
them on. I learned that I was supposed to call the service number instead
of the parts number, book the appointment, and let the service guys take
care of ordering the parts. Okay, remember this for future reference.
So he transfers me over to a "service advisor", which is a fancy word for
the guys who book service appointments. They're basically glorified
secretaries IMHO. I tell this advisor that I just ordered some parts, and I
need to book an appointment to get them installed, and get an oil change
while I'm there. I got an appointment for today (Saturday), first thing in
the morning.
So far, so good.
So we get there, and they have the appointment in the computer, and it says
oil change and install the hitch. We ask what about the skid plates, and
our advisor (not the same one I talked to on the phone) says "oh, it must be
part of the hitch."
Are you getting the idea that these guys are not geniuses?
So we try to describe the difference between skid plates and hitches, and he
says we have to go talk to the parts counter to see if they got the right
parts. So we wander in there, and they say yep, they have everything. All
we need to do is get the service guys to come back and get the stuff. So we
wander outside and tell the service advisor that the parts are all here.
He looks very concerned. One of the mechanics is there, and they inform us
that the only guy they employ who knows how to bolt on skid plates only
works Monday through Friday, and that there should never have been an
appointment booked to install them today.
I tried to figure out... so, they have a guy there to put the hitch on,
right? Can't that same guy figure out how to put skid plates on? No? So
the guy to put the hitch on isn't here either? It's the same guy? You knew
we had an appointment for today to at least put the hitch on, right? Didn't
you know that this guy should have been here today? No, he doesn't work
weekends?
Basically what it boils down to is that the service advisor should never
have told us we could get this done on Saturday. So Norah has to go back in
on Monday and get everything done.
By this time you're wondering why we go to this dealership. Well, the
actual mechanics are very good. The sales staff and management are also
very good. If they could just get some service advisors that HAVE A BLOODY
CLUE they'd be great.
My other favorite service advisor story is when I wanted my transmission
fluid changed. The owner's manual specifies that the AX-15 transmission
(with the V6) should have the fluid changed periodically if you're following
the heavy-duty service schedule. You know, the schedule that says if you
drive fast, slow, in hot or cold, for extended periods or stop and go, you
should use this schedule. (In other words, if you actually leave your
driveway.) I drive off-road, so I use it.
Anyway, I ask them over the phone to book an appointment to get my manual
transmission fluid changed. I get there and it says automatic transmission
service. I ask the guy to take a look in the cab and tell me the first clue
he gets that this is not the correct service. He tells me that I can't get
the fluid changed in a manual, he's never heard of anyone doing it, and he's
not even sure if they have fluid. I dig out my owner's manual and circle
where it says "Change manual transmission fluid (V6)" and tell him "I want
THAT done, don't take my word for it, take Chrysler's."
There's no pre-defined code for this in the computer, so he enters it in the
comments section. When I get my bill it says "bulk 10W30 oil" so I charge
back in and ask why they used this in my transmission. The mechanic pulls
me back in the shop and shows me the actual gear lube he used and told me
that the front staff doesn't understand how to bill it, so he just told them
bulk oil.
Okay, I'm down off the soapbox now. Thanks for letting me vent.
--------------------------------------------------------
Jason Bleazard
current: '95 Dakota Sport white 4x4 Reg Cab V6/3.9L/5spd
current: '98 Dakota Sport black 4x4 CC V8/5.2L/Auto
RIP: '95 Dakota Sport black 4x2 CC V6/3.9L/Auto
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