[Biturbos4] Dealer excuses...
s_malt at yahoo.com
Wed Aug 3 19:21:56 EDT 2005
--- Quincy Chiang <b5quattro at shaw.ca> wrote:
> I'll have to have a better talk with my service
> advisor and probably the tech when I go pick up the
> car today, this is just plain stupid. This makes me
> wonder of the whole point of warranty (I have till
> end of November), and I'm loosing faith for my local
> dealer even more.
> Sorry for the rant, any comments are welcome.
We see similar things with our local dealers. It
seems to be part of the ownership equation. Rather
than try to buck this symptom, we've decided to play
right into it. We expect that a problem is going to
require two visits ... more than that if it is
intermittent or requires driving the car to diagnose
it (this seems to be key - perhaps the techs do not
have time to drive it?).
There seems to be a "customer must report the problem
more than once" policy in effect. This seems to hold
true even when codes or warning lamps are present. A
recent ABS warning lamp issue on my wife's A4 was
"fixed" on a service visit - only to have her walk
back into our service advisor to say, "Ummmmmm, the
lamp is still on." when she went to pick the car up at
the end of the day.
We've now taken to reporting every little thing each
visit and making sure it gets recorded in the notes so
we can refer back to it on the next visit - hopefully
meeting this perceived policy requirement.
*Sometimes* we are pleasantly surprised and something
is addressed on the first go!
Overall we've found that a smile and saint-like
patience pays off more than anger and insistence. As
I said, for us, it is best viewed as a game that must
be played. Going into it with the "I paid alot for
this car, I should be treated better" attitude, while
perhaps justifiable, is not well received (been there,
didn't get a t-shirt). This is not intended as an
implication that that is the attitude you're
presenting, it is just a reflection of our own
experiences (mine and my wife's), please read this
from that view.
Good luck with your talk with the tech and service
Garaged at 9200ft
just outside Denver, CO
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