Dealership Rant

[gacook]

2003 Nissan 350Z--bought used about a year and a half ago.

Last week, I sent an email to Nissan's customer service about some VIN-specific info. They responded and also told me that my car was affected by a recall notice for a fuel hose; take it to a dealership and they'll hook me up. Made appt. with the local Nissan dealer on Friday, dropped the car off this morning.

On the way home from the dealership, I notice a distinctly different exhaust note than usual, and immediately start trying to think about what the hell they screwed up

Get home, pull the car into the garage and shut the door...and hear a rattle/squeak. This was as typically, the only thing I hear when I shut my door is the door closing. Go behind the car to take a peek real quick and notice my right-side exhaust pipe is touching the body of the car...not good, as there's usually about a 1/4 inch gap between the pipe and the body. Then, get down on the ground, go to wiggle the pipe to see if they just didn't hang it right (they had to drop the fuel tank to replace the line)...and see that it's completely disconnected from the cat back! Now, I'm aggravated.

Call the dealership, got the sales department; service department is closed already, so can't take it back in till tomorrow. The Service Manager was still there, apparently, as he called me back about 2 minutes later, was very apologetic and said they'll take care of it (duh!). Kudos, though--good customer service skills.

My gripe here is what the hell happened to attention to detail? How difficult is it really to put a damn exhaust pipe back together and make sure everything is buttoned down properly?

Of course, while I was there, they told me what else "needed" to be fixed on the car (simple stuff--brake pads, rear shocks, control arm bushings), and they could take care of it all for $2000. First off, the only reason my car was at the dealership was for a "free" recall service. Second, the parts needed (bushings, shocks, brake pads) will cost me under $300, and they wanna charge me almost 7 times that amount (I know, a big chunk of that cost is labor, but it's still ridiculous). Third, after screwing up something so damn basic today, why the hell would I EVER trust them to touch anything else on my car?!?!

So, that's my rant. Thanks for letting me vent; my wife will appreciate not having to listen to me beotch about something she doesn't care about in the least

The one good thing that came of this experience? Gave me an opportunity to teach my step-sons about the importance of knowing your vehicle, so you can tell when something is "off" (especially after a trip to a dealership/mechanic).

[onewhippedpuppy]

They are called stealerships for a reason. I find little value in having a new car warranty, as the dealership is frequently my last choice for a service department.

[SilberUrS6]

Stealerships are the No. 1 reason I started buying used cars, and learned how to fix them myself. As it turns out, I'm not the only one that felt that they were sizing me up for buttrape every time I drove onto the lot.

[ZOO]

Attention to detail works both ways. I never leave a dealer or service centre without a look at what was done for this exact reason. They should have caught it. But, and I am being direct, you should have too.

[afterburn 549]

Thats Not ot do bad.........
May i share my HORROR story ?
I have a Fiat Abarth . It quit shifting.
They came got it . ( Fiat in Albany N.Y. ) Two days latter i call and ask ? They said" busted cable bracket" , Unsure where when they would get one.
Really? This day and age?
Really ?
I call most every day, same story..........
Many DAYS latter** ( 28 days)**Latter, after i said i was just going to come get it and MAKE the bracket they took one off a new car like i suggested in the begaing.

DONT GO NEAR FIAT
3 days into this Fiasco I called "Fiat Cares" at cooperate level.
They dont CARE !
In the end they gave me 200 bucks for my loss...............................NOT near enough !!!!
OH PLUS they would not give me a RENT a car !
That was the biggest deal.
I know crap happens ...........BUT, they made NO effort. none

DONT GO NEAR FIAT!

[oldE]

I feel your pain.
A few decades ago, my wife was advised after a safety inspection that her MR2 would require additional work.
My schedule was flexible, so I took a morning off to drive the hour to the place that sold her the car and left it for the morning. Part way through the morning, I wandered back to the dealership and saw the car on the lift and the tech was slowly (and I mean slowly) putting a muffler on the car. Two bolts and three rubber hangers. By noontime, they release the car and advise me it needs rear brakes done and show me the discs (heavily scored). I say, OK, we'll have to make another appointment.
When I got home, I told my wife about the brakes and she said that's what it had been scheduled for in the first place.
About two minutes later, she was on the phone to the service manager, ripping him a new one. In the end, they sent us the pads, we got a local shop to re-surface the discs and install the pads. We never went back there.

Best
Les

[vonsmog]

In 86' when my daughter was born, my wife said we needed a family car now! Having three Porsche 911's, a pickup and old Toyota was got going to work. So we got a new Jeep Cherokee. First problem was it sat about lower on one side in the rear. Dealer agrees, so they are going to change the springs in the rear on the one side. Tech puts the spring on, but puts in with the E brake cable over the spring instead of under it. So the next day when we go on a trip with it loaded down with stuff the one rear wheel is locking up! They also did a recall repair on the intake gasket. Wife says it is running like **** when she gets home from the dealer. Open the hood, air cleaner is laying on the side, about six vacuum hosed off and well as about three electrical connectors. I had to cut the brake cable so we could go on are trip and put everything back together under the hood. Service manager then expects me to pay for the new brake cable! I start yelling that their tech nearly killed me and my family right in front of everyone and that their drug induced staff does not know their ass from a hole in the ground, and I will be suing for all damages to my first ever new car. Got it all fixed and never been back to a dealer for any repairs or recalls!

[afterburn 549]

I think anyone is allowed to make a mistake. The defining moment is what they do about it.!!
When the dealers screw up and are arrogant about it, then they do not deserve your business.
Its only human to error .....
Like i said about my freekin fiat, it s a great car, but they have ruined it for me.
Now i HAVE to get rid of it.
I was on a trip with it a week B4 it broke a 1000 miles dwn the street. What if it broke out in the hills Of W. Vergina ??
All I can say is no more trips.
and -
DONT go near one of these !
I called several dealers in my frustration to find the part my self...............NO one NO where had it.......or could offer me any solace .
A Great little car ruined by a inept ivory towered attitude .
Chrysler will NEVER ever see me walk through their doors or ever get one more penny from me.

[gacook]

Originally Posted by ZOO

Attention to detail works both ways. I never leave a dealer or service centre without a look at what was done for this exact reason. They should have caught it. But, and I am being direct, you should have too.

You're right, I should have. However, I was in a hurry to get to my son's Tae Kwon Do class. I know what they say about excuses and butt holes, too

[herr_oberst]

I've yet to find a decent mechanic that I can trust, and the dealers are BY FAR the worst I've ever dealt with.

(The dealer parts counter is a whole different animal, though. I can't remember having any trouble with the guys behind the 'fiche)

[Sunroof]

2009 Nissan Rogue Transmission replacement.................

Transmission failed (47K) and was covered under warranty. The Rogue was taken to the Nissan dealership (claimed to be one of Atlanta's best for service!!).

Three days pass. Okay, I come get the Rogue. The Service Manager who initially took care of it was so excited that it was just washed and vacumed!!

I get into the car with my wife and I drive out in a straight line. The steering wheel was half cocked to the 6 and 12 position!!!!!!!!!!!!!!!!!!!! What the hell??

Obviously they had to remove the steerrng rack to get to the tranny for removal, and the mechanic failed to realign yet after being touched by numerous hands (mechanic, guy who washed and vacumed and the Service Manager) no one noticed the steering wheel position. I turn around in the lot and bring it back in with a not so smile on my face and, "I want to talk to the boss"!! I politely complained about this to the senior guy and we waited several hours for it to be fixed. This never should have happened in any shop................

I ignore the hype on dealer "great service record" ads. When its you that gets screwed around with, none of that impresses anymore. Rediculous lack of oversight and management by the dealer service department.

[Scott Douglas]

Dealerships aren't the only ones lacking in attention to detail.
Back in the days of my youth I had a '68 1600 BMW. I had an offset head-on collision, that term didn't exist back then I don't think, and it went to the body shop for estimates and repairs. I thought they'd total it for sure as I'd only paid $1600 for it a couple of years before. Well, they decided to fix it, much to my surprise and relief.
When I got it back 6 weeks later, I noticed a second 'thunk' whenever I closed the driver's door. Didn't think much of it until I noticed it would 'thunk' when going around corners too (living in Mendocino County at the time, great roads up there).
So one Saturday I decided to take off the driver's side door panel to see what was up with the 'thunk'.
This is what I found inside the door....(screw driver shown for size comparison only)...

[afterburn 549]

I think there are small shops around that can be trusted.
BUT thr dealers once they have sold you the car.no longer care. ( For the most part 0

[diverdan]

That's the kind of stuff that I experienced in my early days of clunker ownership. Now, I thank my lucky stars for the idiocy and expense as it made me into a dyed in the wool DIY guy. Alfa Romeo thank you! However, in those days the production parts actually looked like the part one could fabricate in the basement. Perhaps the same will be done with printable parts soon. Yester the nurse came into the room and complained about a $300 part cost for a fuel pump for his Durang0. Gosh, I think a pump for my Maserati Khamsin is less than $50.00. Yes, its after market and I had to crimp ends on the wires and use a couple of small universal hose clamps. Under $50 pumps modified for 911 3.2 and 928 GTS wind up looking very close to originals and avoid down time when originals not available. DIY forever.

[oldE]

"I think there are small shops around that can be trusted."

I agree. I have a couple of independents in my area I trust.
One, an ex VW dealer, has a VW trained mechanic and they look after my Jetta (and 5 VWs before that over a 30 year relationship) and, more important, they look after my MIL and her Jetta. One day she pulled into the lot because she had a "Light out" warning lamp. Before she could get out of the car, Craig, the service manager came out with the proper bulb and replaced it.

The other is a one-man independent. I used to work with his Dad and know the family.

I love living in a close knit area.
Best
Les

[BE911SC]

Asked the Honda dealer where I bought my '98 Accord V6 (234,000 miles, thank you very much) if they could change the bulbs in the clock and climate control panel. Service guy says no way, too big a job, not worth the effort. Me: Oh, okay.

Hellooo YouTube (via Google search for "Honda dash lights"). Three bulbs for the climate panel and one for the clock. 15-minute job. Wife's '07 Odyssey needed climate bulb(s) replacement as well. Same thing--YouTube clip showing easy removal of panel and six bulbs. 20 minutes and done.

Is the dealer really dumb enough to pass on an easy one-hour service charge to take ten minutes to change those bulbs? I guess so.

I'll never again drop my car off for service before Googling/YouTubing a solution first.