Hey Everyone I Need Your Input

[SteveTheTech]

Ok guys I need your honest opinions and thoughts on dealership experiences. I feel the members of the M board can offer up some educated actually helpful advise, as many newer M owners go to the dealer for regular service and get to know the personal, and the place. There are many regular Infiniti dealers out there, and then there are the great places. Places that you look forward to going too.

I work in a mid size dealer in Virginia, our numbers are decent, csi is pretty good, not great. We have some issues, apparently everything is good but not great. In your honest opinion what would make going to the dealer for regular service and excellent experience?

I love Infinitis and I want all of you owners to have the best experience possible. Service is a large part of the total ownership experience and can make or break your opinion of these cars. What I am looking for is some ideas I could bring to my boss and hopefully convince them to implement some of them to help our general customer experience. I know in these tough times you have many options for servicing your car and the dealer is what the other guys pit themselves against. Is there something practical that could be done to enhance the average experience when you have to go to the dealer for maintenance or warranty issues.

[F1SportsFan]

I'm not sure this will help, but for me it all comes down to Honesty, Communication and timeliness.

- Tell me what is really required and what is recommended. Be clear about the difference between the two.

- Keep me up to date with what's going on with my car when it's in for service. If you recommend something on the phone or give me a quote, make sure it's written down on service notes also. Don't make me call to ask for status on my car.

- Have open appointments that are available so I don't have to wait 4 weeks for an oil change (like my friends BMW experience ). If I schedule a specific appointment, make sure you have the parts in stock before I drop my car off.

Having loaner cars available without hassle is great as well. One time the dealer gave me options on the loaner and let me pick an FX35 rather than the standard G35. It was great, I got to experience another Inifiniti that I really liked and it didn't cost them anything. Hope this helps.

[daveM45]

Just to add to F1SportsFan update...- Cleanliness of carI don't need a car wash but I don't want to see grease on the interior or paint,nor any scratches on the paint. I also expect all the plastic covers to be re-installed correctly and if you break a plastic fastener, fix it.

- Support the DIY guyI'm 70miles from nearest 'luxury' dealers and I like doing simple things myself.My Infiniti dealer is supportive. They mail me parts, note that I did maintenance myself on the form. Never an issue. That makes me want to buy parts from them and take the car to them for the more complicated repairs. When I do bring it in, they do everything they can to minimize the inconvenience of a long drive. They let me drop off/pickup after service hours with the car ready at the receptionist desk. On the other hand, a former Lexus dealer tried the implied threats that changing my own oil would void warranty. I had to drop it off during normal service hours and the loaner was some tiny Chrysler. I never went back to that dealer - for maintenance or a new car.

[maqueswell]

SteveTheTech:

I take my car to Gunn Infiniti in San Antonio, Tx. Their service is great as is the accomadations. My biggest suggestion is HONESTY! I always know upfront on how long they will keep my car. Other than regular oil changes and the 30K maint i haven't had to experience the other accomadations Gunn Infiniti has to offer.

Mad Max

[antzrus]

I've had my 2nd hand M in only once so far for a regular maintenance and some warranty work; w/Infiniti Kirkland, WA, USA. They really did an excellent job of being hospitable and accommodating w/a loaner w/out problem and a really nice snack bar and extra delicious choc chip cookies; I'm a sucker for choc chip cookies-esp still warm from their oven.

Hey, what more is there; being treated like am honored guest, getting your machine pampered and getting about a half dozen still warm choc chip cookies into your tummy?

[striz923]

I've had my 2nd hand M in only once so far for a regular maintenance and some warranty work; w/Infiniti Kirkland, WA, USA. They really did an excellent job of being hospitable and accommodating w/a loaner w/out problem and a really nice snack bar and extra delicious choc chip cookies; I'm a sucker for choc chip cookies-esp still warm from their oven.

Hey, what more is there; being treated like am honored guest, getting your machine pampered and getting about a half dozen still warm choc chip cookies into your tummy?

Man you love those cookies lol. On the same note, this is the 3rd time I have been into the dealership and I just realized that they had snacks and all sorts of drinks. Something as simple as asking "hey can I get you something to eat/drink while we work on the paperwork?" goes a LONG way!

The one thing I HATE about my dealership is that when I call the dealer it asks sales or service, i punch service, it rings 2 times then asks who I want to leave a message for. I want to talk to someone... period. Even if it is to take a message for the person I want to talk to.

Another thing I liked is that I dropped my car off for the Bluetooth repair/update and the guy calls me a few hours later and says that they have a new parts guy and he thought the part was in, but it is still on backorder (honesty), THEN he says I'm sorry, no charge for the loaner (kind of expected in this instance, but still nice), then he says, I can bring your car to your work so we don't inconvenience you any more today!!! I thought that was above and beyond, and made me less irritated that I have to do it all again.

I hate when other dealerships basically beg me to give them 5 stars on the surveys, so don't start asking lol.

Man that felt good to vent a little.

Hope this helps.

[SteveTheTech]

Thank you all for your participation, I share your sentiments. Having a person answer the phone is a crucial step that many dealers drop the ball on. Although many times it is not feasible for the person you are trying to get in touch with as they are usually trying to stay on top of everything for everyone (that is in no way an excuse, for going to voicemail). I understand that they are usually busy but like striz mentioned just having a human answer the phone is a basic part of any good business.

There are allot of small things (fresh coffee and pastries, and the such) that make a great impression on people and many dealers are cutting back on these complementary services to help balance the books, but to the detriment of the consumer overall satisfaction. You guys are our guests and we really want you to feel that way.

Parts not being in stock or boxed correctly is the bane of my existence I would love to have everything in stock all the time, I do not want anyone to have to come back in a second time or leave their car with us for longer than they anticipated. Having the right part for your car in stock is possible sometimes, but if there is something that needs to be properly diagnosed and then the parts need to be acquired that does take a little more time.

The company(Infiniti NA) imposes extremely strict survey based quotas on all service employees. The reason they push them so much is that their franchise rides on your satisfaction. Having a "good" experience is not good enough we need to make your experience excellent, because that is all that Infiniti counts.

Now for another question about personal interaction.

I worked at a Nissan dealer that used to have new owners meet and greets, where they would extend and invitation to stop by the dealer to check out the facilities (service) and the managers and shop leaders. We would answer any questions that new owners typically have and offer some personal contact, I used to make it a point to get to know everyone I met at these meetings and say Hi and ask about their babies when they would bring them in to see us. Appetizers and refreshments were provided, and it was at about 7pm and only lasted for an hour or so, but we would stick around to answer every question. Would Infiniti owners be interested in something like this? Especially with the amount of technology inside these new cars, and we know that almost no one ever opens the owners manual.

I was talking with my team service manager recently and we were talking about having a letter that was individually written to each owner specifically asking about what was done on their car and how their experience was, not on letterhead, something personal and not required by the individual organizations. Hypothetically if you were to receive direct post service contact from your service advisor would you prefer a letter in your car when you come to pick it up, or something emailed to you. This is not solicitating good surveys it's more about us actually thanking you for coming and and choosing the dealer for your service needs. We know that you have many choices and we are not the cheapest and we sincerely appreciate your continued patronage.

Thank you again guys for all your participation and input, you guys are helping me help you.

[digiboy]

1. Cleanliness - If its something quick and its easier to wait, I want someplace that is relatively quiet, clean and has clean restrooms.

2. Estimate of time needs to be accurate and updated as necessary.

3. Honesty - don't nickle and dime your patron, assume you are talking to another mechanic because most people who can afford a luxury automobile are smart enough to know about a car and they wouldn't sink the money into an infiniti - its not a lemming brand.

4. Beverages - especially cold bottled water and hot coffee and tea.

5. Loaners ready to go. Find out if they need car seats transferred. Make them feel like you are taking care of them.

6. Teach your staff how to relate to the customer. During rough economic times - its a great opportunity to point out that your service department runs on customer service. If they want to have a job to keep coming back to, they need to act like they are working for tips. Understand that the customer is being hassled and while you can't make the experience go faster or be cheaper or make it go away, you can make it less painful.

7. My friend has a Mazda and their dealership will pick up and drop off the car for service - this beats even a shuttle. You could offer a loaner drop off program for a flat fee that covers the driver.

8. Talk to your sales staff - do they want to take potential buyers through the service department? If not, why?

Good luck

[striz923]

I think taking the new (or used for that matter) car buyers to meet the service department people is a pretty good idea.

And you were talking about cutting out some of the drinks, etc. but my point was that I didn't even know they were available, and if someone asks "hey can I get you something" that always stands out from "i see some drinks over there, can I have one?"

As far as "meet and greet" type things, I personally probably wouldn't come to something like that because I would bet that someone is trying to sell me something.

Personal letters are a great idea (as long as it isn't begging me for good feedback). If they are genuinely asking for an opinion or thanking me that would go a LONG way for me. I will always give an honest opinion if asked lol.

I think it is great that you are trying to find new ways to help our experience. (Even though you are a Pats fan)

[Cutlass442]

I live in Canada. I bought an eight month old 2007 M35 with less than 10,000 miles. I went to my local dealer to get the warranty transferred and they told me they could not do it. Told me I had to call Infiniti directly which I did. I then had to send my bill of sale, and new registration in order to have the warranty transferred. I did all of this and then heard nothing. So I phoned again and was told that my warranty was transferred. I asked why they could not confirm in writing and they said they do not.

So I took the time to write Infiniti Canada and tel them about my experience and I asked why they would not want to write a letter to new owners and welcome them to the Infiniti family - something that I naturally thought any car company in today's environment would do.

Guess what _ no reply or call. So as far as I am concerned, this car is the best vehicle I have ever owned - but I could not be more disappointed in Infiniti Canada and I know my best friend has an Acura and his experience is completely opposite.

I have a hard time recommending Infiniti to anyone...

Sorry to vent, but Infiniti needs a wake-up call!!!!

[ghstudio]

I think my dealer has it almost right...

1) they do while you wait oil changes and there's always time available within 48 hours.

2) When I pull up for service, there is someone there to get my car ready for service..puts down protection on the floor and seats. Warm greeting.

3) Service Manager uses my name and discusses what they are going to do.

4) they don't, but should tell me what is required vs what is recommended. Since they don't volunteer the info, I ask and they give me an honest answer...they are not evasive.

5) they have free internet in the waiting room, free coffee and cookies.

6) they DON'T come in with the air filter to show me why I need a new one...or any of the other scams. They just do the work.

7) The service writer reviews exactly what they did and if I ask a question and he doesn't know, he goes in the shop and finds out the answer.

8) If I want, I can get a loaner, even for an oil change. It might take another day to schedule.

9) They have never asked if I wanted the "special" A/C check or any other special service deal.

10) when the service is done, they tell me and ask if I have time for them to wash the car.

In summary....they treat me honestly and treat me like a friend rather than an unknowlegable "mark".

[AG-M35]

Hi Steve the tech, I bought my 2006 M35 from a dealer in Northern VA. Three days after I took delivery, I had to drive to Florida. The delivery prep was so bad I had to drive at 55 or less mph to prevent shimmy. That was a lot of fun! When I returned, 10 days later, I took it in and they corrected the problem(s). The most recent time I had it in, was for a fan module recall. When I retrieved the car, the service ticket had an entry, about my rear pads being down to 4/32" and should be looked at before the next service. I asked the service rep what that translated to in miles. He said about 3-4000 miles max. 4/32" is about 5mm, or 3mm over the minimum spec ( which should never be approached anyway) Again I had a long road trip two weeks later, so I pulled the rear wheels beforehand and found the rear pads to be, only a little over half worn out. There was almost a quarter inch of pad left on all of them. I changed them anyway, however. These type situations are why I prefer to, NOT take my car to a dealer.

[SteveTheTech]

Again I really need to thank you guys for giving me your honest thought on this. I know that many of you have had less than excellent service at your local dealer. The sad fact of the sometimes unfortunate things do happen. Until Infiniti NA decides to change their survey and "numbers" systems many of the old tricks will not change. It's a sad antiquated fact of the business.

-Cutlass442I have had no experience with Infiniti Canada but I assume they are going on the same system that is used by Infiniti here, I am saddened to hear that your calls were not returned when getting something simple like a warranty transfer. Returning phone calls and conducting business on the phone is something I know that the company has made mandatory to all employees go through. Maybe writing a letter to some of the higher ups would get some things done in your case, I know that worked when my wife had some issues with another "highline" company.

-ghstudio Your suggestions are perfect. What you have suggested would help any dealer turn around. They really need to learn that it's not always the things that will cost too much money it is the small things, the customer service things that will improve your general experience. I whole heartily agree with the things that you mentioned in your post. The one thing I have to say about that is, service is why we can stay in business. Although recommending services/parts that are not needed is an abhorring practice and all who deceive patrons in such a manner should loose their job. There are things that do indeed over time need to be replaced and it is the service consultants job to inform you of those, but getting a needed or recommended should not be something that needs to be debated about. It's usually pretty simple.

-AG-M35 I don't know which dealer you went to in this area. The rear brakes on the Ms do tend to wear rather quickly (OE sets over average last 30K) and being told that you may need to have them replaced at your next visit is not an uncommon thing. It is a commonly used practice to mentally prepare you to purchase brakes if they are indeed needed at your next service. I personally tell some customers that they may need brakes next time, and in some cases I have been wrong and they have been able to stretch them for a few more. IMO I would rather be safe than sorry, If something is getting close enough for me to want to let you know about so you will not be surprised next time. Personally I try to give people a heads up. As I have mentioned about any reputable service facility and its personal will adhere to proper business practices. I am not here to solicit work I just love Infinitis products and technology and I want every one of them to be driven by happy owners. If you need a second opinion of an honest evaluation feel free to email me.

To any of the people that happen upon this thread feel free to chime in, I feel this discussion is not new per say but sometimes it's good to vent, there are some experience that just suck and amount to a bad day, and there are just bad business practices that give people a bad taste about Infiniti service departments and the product in general. It is really a shame, it is such a great product and I feel for you guys, don't give up it's still a good car. I know that the company is trying to work out their bugs, change is not happening quick enough or in a logical manner to be conducive to general patron experience. Maybe having this brain storming session here will get someones attention who will actually get the ball rolling. Every dealer is individually owned and managed and they hardly agree with each (both inter organization and regional) other except to mock the under qualified middle managers that cooperate has hired to run the regional show. Maybe together we can get things changed.

[tigerclaws1318]

i recently brought my m45 to a infiniti dealer to get 2 tires mounted and balanced. the dealer i went to we had to sign in and wait to be called. after a 30 minute wait they decide to call me and asked what i wanted done to my car. i told them i needed 2 tires mounted and balanced and that i had a clicking noise coming from the rear wheels when going over bumpy roads. so they were like ok we'll take care of that. so after a 3 hour wait they told me they couldnt find the noise and the car was done. i mean does it really take 3 hours to mount 2 tires and to find a noise. when i got into my car and turned it on i found my traction control, vds, abs and all sorts of lights on. i went back in and told the service advisor and he decided to take a drive with me to see if the lights went away. after 15 minutes it still stayed on. he called over the tech that was working on it and found out the vds button was stuck and fixed it.for all i know they couldve taken my car out for a joy ride doing burn outs instead of trying to find out what the noise it. i wasnt happy that day.

[BiiiigTeddy35X]

In my mind its pretty easy to sum up...its all about: honesty, communication and respect of my time, car and money.

[M45Caliber]

the loaners are great, but I would like optons outside of a stripper G35. Been toying with an FX as my next car, but have never driven one. It would be nice, as an M owner (and not a 10 YO G20 owner - not that there's anythng WORNG with that...) to get an FX or maybe a new M to drive for a day.

Also, if I'm waiting for the car (say, an oil change) having magazines and newspapers to read is great (ones that are current and not 7 months old).

Free Wi_fi so that I can connect if need to do some email. Perhaps a few small work stations along one wall, to set up a laptop -- AC outlets up high, good lighting, and dviders to separate you from the guy in the next chair.

Finally, reasonable prices. I go to the dealer for my oil changes because it's the SAME price as JiffyLube, I have a REAL tech working on it, and the car always comes back clean.

My buddy, who has a BMW 540i Wagon, detests his dealer... long waits, snobby service advisors, crappy service AND expensive fees (try over $100 for an oil/filter change - booking 3 weeks out AND then waiting 2 hours). His next car will NOT be a BMW even though he loves driving his M.

I always shake my head in disbelief when I read the maintenance logs on the test cars in MotorTrend or C&D, etc. Take in their Nissan Murano and it's $55 for an oil/filter/inspection. Take in the BMW 5 series and it's $168 for the SAME Thing! Why? are the oil drain plugs on BMW's (or Mercedes, etc.) THAT much harder to find and loosen?

It's that kind of crap that would drive me to use a JiffyLube.

Along those same lines are the fees charged for 30K and 60K services.

Dealers want $500 to $1000 for these, but when I add up the individual jobs that are performed under these major services, I save about $200 to $400. So now when I go in, I specify WHAT I want done, and don't just ask for the 30K service. Why can't the dealerships do the math and adjust their prices to reflect the actual work being done? I mean, we're talking shop rates and book hours anyhow, so there's plenty of profit as is.Just venting, but it does really irk me!

so there you are. good luck with your quest to improve. wahtever you do, you will need to advertise WHY you are now better than the next dealership out there (once you've made the changes) -- get a list from Infiniti or 3rd party marketing firm of ALL Infiniti owners in VA and offer them a $15 oil change or something to come in and experience the New You!