Venting (a little)

[crenca]

If I may, I am a tech at a Ford dealership. Everyone seems to have an idea about how the dealership works. Everyone that shows up wants their vehicle back immediately. So I’ll ask this question: how do we as tech look at every car and fix them for everyone? Both can’t be done for every vehicle; only one person can. I try my absolute best to do right by the customer, and I still get heat for it from the customer. It’s impossible to please everyone. And every dealer’s shit is different. There’s a tech shortage, and most tech now are younger tech, and these cars aren’t getting any easier to fix. Everyone thinks, “Ohh, it’s just a simple fix yea it’s not. I do hope your next visit is more pleasant. Not all techs, but I promise a lot of us are trying to do our best.

All that you say is without any doubt true. However, two things can be true at the same time. Stephen Covey (well known business consultant and author of "The 7 Habits of Highly Effective People") would emphasize that systems trump people and their effort, integrity, etc.

So it is true that you and your fellow techs have integrity, try your best, generally do good work, etc. It's also true that the system, the "dealership model" is fundamentally broken and bad for the consumer (and the manufactures).

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[Wyatt]

All that you say is without any doubt true. However, two things can be true at the same time. Stephen Covey (well known business consultant and author of "The 7 Habits of Highly Effective People") would emphasize that systems trump people and their effort, integrity, etc.

So it is true that you and your fellow techs have integrity, try your best, generally do good work, etc. It's also true that the system, the "dealership model" is fundamentally broken and bad for the consumer (and the manufactures).

I can agree with that. Let me ask this. If you could what solutions would you come up with to improve customer satisfaction? Keep in mind there’s 10-20 tech at a dealer with different skill levels.

 

[crenca]

I can agree with that. Let me ask this. If you could what solutions would you come up with to improve customer satisfaction? Keep in mind there’s 10-20 tech at a dealer with different skill levels.

System's trump people. Dealership's are not "natural" businesses - they are political (and thus legal) creations. They are objects designed by state legislatures for the benefit of a very small group of politicaly connected owners.

In other words, there really is no internal "reform" that is going to fundamentally change them. As many consumers have pointed out here, even in places where there are many dealers (e.g. Houston) and so on the surface much "competition", there is no real differentiation between them.

Those 10-20 tech's should band together, pool their resources, and go create their own independent shop where accountability of the system to the customer actually matters. Short of that, it's all rearranging the deck chairs on the Titanic (from a consumer point of view)...

 

[Wyatt]

System's trump people. Dealership's are not "natural" businesses - they are political (and thus legal) creations. They are objects designed by state legislatures for the benefit of a very small group of politicaly connected owners.

In other words, there really is no internal "reform" that is going to fundamentally change them. As many consumers have pointed out here, even in places where there are many dealers (e.g. Houston) and so on the surface much "competition", there is no real differentiation between them.

Those 10-20 tech's should band together, pool their resources, and go create their own independent shop where accountability of the system to the customer actually matters. Short of that, it's all rearranging the deck chairs on the Titanic (from a consumer point of view)...

So basically, just another independent shop. You’re also assuming that there won’t be any bad practices if those techs leave and start a shop; you’re assuming integrity. Also, it’s not that easy to run a shop, hence why so many fail. Also, assuming a giant legal liability, not saying it’s impossible but very difficult to find that many good tech that actually care. The other thing that no one mentions is that there is such a thing as a bad customer that makes things harder for other customers. Please don’t misconstrue what I’m saying; I also want improvements, just wanted to see your perspective. Thank you

 

[Nate Train]

Service advisors at my dealer give me a round of applause when I walk in (no joke - small town dealer, long story). I can't ever do a walk in. They're too busy for that. But an appointment means day of to get it looked at or work started.

 

[Area51BS]

Depends on dealer. I have not had significant issues. I make an appointment, bring it in and done same day. Again not for anything very involved. On my wife’s sport, I made an appointment. Was there for a week diagnosing, wait for parts and repair. Was a bad water pump. Mullinax Ford. No complaints.

 

[MayhemMike]

First off the amount of auto technicians is dwindling. Next, warranty work is guaranteed money. Putting a warranty job a few weeks off doesn’t change the dealerships take. Having technicians available to work on non warranty repairs that are susceptible to competition from other dealerships and private repair facilities gives priority to these customers.

 

[crenca]

The other thing that no one mentions is that there is such a thing as a bad customer that makes things harder for other customers.

I'm in medicine (my wife and I own and run a medical practice), so take those same people and put real pressure on them (i.e. serious illness or impending death - of themselves or their loved ones)...so much fun

You’re also assuming that there won’t be any bad practices if those techs leave and start a shop; you’re assuming integrity. Also, it’s not that easy to run a shop, hence why so many fail. Also, assuming a giant legal liability, not saying it’s impossible but very difficult to find that many good tech that actually care.

All true. However the system of (independent business) forces an accountability that the politically created/protected (from both Ford and their customers) dealership model does not have to face in the same way.

Service advisors at my dealer give me a round of applause when I walk in (no joke - small town dealer,

Small town dealerships more often buck the trend, I suspect because they are in small town America where the protestant work ethic (and its reputational accountability) still has a foot hold, at least some of the time. This older culture is dead and buried in larger population centers however.

 

[Nate Train]

Small town dealerships more often buck the trend, I suspect because they are in small town America where the protestant work ethic (and its reputational accountability) still has a foot hold, at least some of the time. This older culture is dead and buried in larger population centers however.

Which is why, even when I move away, I'll still continue to do business with them. And even so, there's no other business in town like them. I don't get the level of respect and treatment from any other business in town that I get from my Ford dealer.

 

[Severum17]

If I may, I am a tech at a Ford dealership. Everyone seems to have an idea about how the dealership works. Everyone that shows up wants their vehicle back immediately. So I’ll ask this question: how do we as tech look at every car and fix them for everyone? Both can’t be done for every vehicle; only one person can. I try my absolute best to do right by the customer, and I still get heat for it from the customer. It’s impossible to please everyone. And every dealer’s shit is different. There’s a tech shortage, and most tech now are younger tech, and these cars aren’t getting any easier to fix. Everyone thinks, “Ohh, it’s just a simple fix yea it’s not. I do hope your next visit is more pleasant. Not all techs, but I promise a lot of us are trying to do our best.

I agree with you 100% Its not the fault of the techs. Its the process that management has put in that is the cause of the issue. Its not easy for you anymore. No longer just needing a new spark plug. Thanks for your knowledge and experience.

 

[Jossman]

Contact local media + give them bad reviews on social media.For the money we spent we should not have to put up with this kind of Shit Service!

 

[Big Papa Panda]

I agree Ford Corporation customer service is ASS. However, my Ford service dealer in Walnut Creek provides excellent customer service. Although, I have received two recall notices, scheduled a service appointment only to find they have no fix.

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