Customer service at dealerships - is it extinct?

[InfinitiMe]

I can only laugh about this as I'm almost positive it has to do with my age (I'm 26 and look even younger; everyone else that drives an M35 around here is in their 40s+).

This morning I brought my car to Jim Coleman here in Bethesda and was confirming everything I needed done. I had left a voice-mail for my service adviser last week and even went over it on Friday. At some point last week she became the service "coordinator" and I got a new SA, but she neglected to forward this info on to him.

So as I'm going over the stuff this morning he, with some subdued sighing, says "...ok..i only had you down for brakes...i wish you would have told us all this earlier."

Immediately i replied "I did. Last Tuesday...and Friday." But I was thinking: why even tell me that? Even if I didn't tell you everything, shouldn't you just say "no problem we'll take care of it"?

Now I had mentioned I needed new wipers installed (which i provided) when i first got there this morning but I knew he would forget so I called back just now to remind him and, after a blatant and long-winded sigh, he went "ok..so adding even more stuff now"

What is wrong with these people? Keep in mind this guy is probably not much older than me. What is the sighing and the comments about? None of the stuff I'm having done is even covered under warranty; I'm paying for it all.

This really touches on a broader issue which is too many dealerships view the customer as a hassle. How they can possibly reconcile this is beyond me. They are not touching the car; just writing down the problems and telling the mechanics. What is so difficult about their job? Am I missing something? Is there some incredible stress that these people endure as service advisers at an Infiniti dealership?

Since Jim Coleman loves to dish out attitude, I'll be returning it with equal fervor. I don't give a s*** if I'm 16. I'm paying you for a service, and you can provide it without the remarks and sighing. Get it done, and smile and nod while you do it. When I leave, sigh and make comments all you want.

Anyone else my age experienced this non-sense? Hell, I know some of you older than me have been treated like crap, so I guess I'm not expecting much to change in the future.

But, my god, these people act as if I'm asking them to give up their first born child and a few of their limbs.

[szh]

That is somewhat unusual for an Infiniti dealership, but not unknown unfortunately. Ask for another advisor to be assigned to you if possible.

I have had good luck with Frontier Infiniti in San Jose, with only one exception: there was once a Service Advisor years ago who always responded with the following (not exact words): "We will check the car and if it is not in warranty, you get to pay for the work". He was gone in less than two or three months.

Z

[NightWatch]

Sorry you had a bad experience... I tried dealing with Jim Coleman Chevrolet back in the late 90's and had a similar experience. I wouldn't do business with anything "Coleman" on the sign. Try Passport Infiniti in Alexandria. I bought two of my cars from them and their customer service was great!

My Infiniti dealer here in Atlanta is also great (Infiniti of Gwinnett) They will bend over backwards to make sure everything is working fine and treat me very well.

I've also dealt with Lokey Infiniti in Clearwater FL and their service was also great.

Don't let one bad apple spoil your impression of Infiniti service departments

[InfinitiMe]

You know I understand that the customer service field can be frustrating sometimes. And I know I'm ignorant as to all the work that goes into being a service adviser. But i was the first client of the day. It's not like I waltzed in there at 5 minutes before close without an appointment. Maybe this guy was just having a case of the Mondays.

Thanks for the suggestion. I'm moving into the heart of DC in a couple of months and will need to find a new dealership. I will check out the place in Alexandria.

[EniGmA1987]

The Riverside Infiniti dealership in Southern California is great. Supposedly I am one of the youngest people to buy an Infiniti from them (Im 21 now), and it is kinda funny how people (other customers and service people) look at me. It is a kind of look like "He cant possibly have bought a car here, must be his dad's car or something" look. So I know what you mean.

But the service in Riverside is great. They got me $4,000 off the already reduced price for my M35 (Paid $20,000 for fully loaded and the chromed rims). And when I take it in for service they always ask if I would like other things checked. They give me a complimentary car wash, even armorall the car. They try to fit as much stuff under warranty as possible, and will even try to bend the rules just a bit to make things fit. The guy I had the first time around remembered me and was asking me querstions about the car and making sure it was still running fine after the last service and repair I had done. And when he saw my seat covers and asked if I was going to do any other mods and stuff to the car to make it look more sporty, he put me in touch with some of the parts guys at the dealership who could tell me where to go to find good cheap parts around my area and a nice body shop. Didnt even try to sell me to Stillen stuff they had at the dealership.

So it all really depends on the dealership really. It looks like your just dont have good people at the dealership you go to.

[InfinitiMe]

Well i grew up on the West Coast and I think anyone who's lived on both sides will agree that, in general, people are a little friendlier and more relaxed in the West.

I would bet money that if you were to do a survey, brand specific or not, of customer satisfaction at dealerships in California vs Maryland/DC they would be higher in CA. People are too stressed out and uptight around here.

[EniGmA1987]

Dont forget to complain to the manager about him if his attitude is so bad. If the people in charge know he is giving people a hard time when his job is customer service, they will probably replace him pretty quick.

[dtb]

It took me years to find someone at a dealership here in KC that would just be honest with me. So many times one small thing would turn into five larger and unrelated things. Getting second opinions would always result in completely different stories. Unfortunately, I just found out that my favorite guy is gone. I tried his replacement and he turned out to be one of the worst yet! The search continues.

[fiveliterbeater]

Well i grew up on the West Coast and I think anyone who's lived on both sides will agree that, in general, people are a little friendlier and more relaxed in the West.I would bet money that if you were to do a survey, brand specific or not, of customer satisfaction at dealerships in California vs Maryland/DC they would be higher in CA. People are too stressed out and uptight around here.

I AGREE WITH YOU 10000%!!!

[SteveTheTech]

Igor~ I have to agree with many of the things you pointed out in your rant. Age discrimination happens all the time, be it subconscious or conscious. I'm 25 and I get questioned all the time about my credentials in the real world. I try to keep a straight posture and firm voice and say my piece. I have been working with the middle managers at my dealer trying to overhaul our customer service approach. Getting a bunch of strangers to straighten up and go above and beyond all the time doesn't always work.

Service consultants have a sh*t job. Their employment status relies on their maintaining an astronomically high customer satisfaction rating. One tenth of a percentage below regional and they loose 80% of their monthly pay (and in looking at the DC regions numbers I can understand their frustration). This is by no means justification for poor service but more motivation to keep on your A game.

Turnover is a problem that has plagued many sales based jobs, as long as their have been performance based sales jobs. If your looking to switch dealers let me know, my dealer is offering a Nico members discount.

That brings me to an issue from my side of the fence. The Customer Satisfaction Survey has damaged many dealers, I have personally lost an award for 1 miserable person not being happy with his carwash and bombed me on a survey. Many people do not know if their service experience was anything less than excellent it's just about the same as giving them a zero. This illustrates the fact that Infinitis customer service requires reform from the top down. As a light at the end of the tunnel the company has hired new reps that have more progressive and realistic points of views. The tides are changing but getting an international company to adapt it's base customer service tactics takes time. For the most part we (as technicians) work hard to ensure that the cars we work on go out the door perfect.

No matter where you decide to have your Infiniti serviced their primary objective should be to provide you the customer service experience you should expect from Infiniti.

[M4T5]

I could care less what the attitude of the SA is to be honest. If my car gets repaired in the correct manner and I am satisfied with the repair work, then so be it. Now on the other hand, if the SA rep is totally giving me flack over what I need repaired, then I feel sorry for that guy or gal. He or she will get a piece of my mind and I will then have the Service manager come join us for the conversation and see if that changes his or her attitude.

I've already had too many issues with my M45 to hear some arrogant A$$ SA wine over what he or she feels should or shouldn't be done to my car.

My local dealership North Houston Infiniti just went under a change in ownership and almost an entirely new staff. So far, my SA rep (Brian) has been very nice and courteous. I will be bringing my car back in tomorrow without an appointment due to having no A/C. I think that's a reasonable reason to bring it in and ask for a loaner due to having 85*+ temps outside already.I'll try to keep my attitude as nice as possible with my SA rep, but will be asking for further assistance on complaining to Infiniti over the numerous issues my car is having at only 22K miles and what will be done to stop me from having to consistently take out time to bring my car in to be worked on.It's just getting a bit too ridiculous now.

J