How much do you trust your dealer?

[jamesstock]

How much you guys trust your dealer for service / warranty work? I used to trust dealers taking care of service and warranty work until a few years back when I had a 'highway shake issue'. Took the car to the dealer and had them diagnose the issue. I was waiting at the dealership throughout the entire process. Got bored sitting in the show room floor (and every vehicles on the show room floor!) so I walked outside to the back of the service dept. Saw my van parked right outside a service bay and just sat there while no one seemed to be working on it. So I walked back to the show room floor...watch some CNBC...after 30 min or so I walked back outside and still found my can sitting at the same spot and again didn't appear anyone's working on it. This got me worried. Went back inside the dealership... saw in the show room for another 20 min...got called by the service advisor that my vehicle is ready. As he's explaining to me what the problem(s) were, he said that the tech spent ALOT of time diagnosing the issue.... rotate and balance each tires..and found that one of the tires were defective. And hence I was charged 2.5hrs of labor! I asked him why it took so long to rotate and balance tires, his explaination was that it had to be done right, not to mention the mechanic had to inspect every bolt in the suspension assembly. I told him I spent the entire 2.5hrs at the dealership wondreing around, and did see my van parked behind the dealership off the service bay for a LONG TIME while nobody's working on it. I told him I didn't think that the tech spent 2.5hrs on the car! He got 'worried' and said that the tech must have written down the hrs wrong! . He went back to ask the tech (whatever!!!!) and came back and told me the tech did wrote down the wrong hrs and that it should have been 1/2 hr!

From that point onward, I stopped going to that dealer period!!!!!!!

That was KELLY INFINITI up in Boston.

[hrlydv]

I drove 3 hours to my closest Infiniti dealer with a prior appointment and let them know I needed a 15K service minus the alignment and oil change and I wanted to update my Nav system. They told me about 3 hours---I was there 7 hours. After they told me I had to call to order and pay for the Nav update before they could install it, (that was 4 hours after I brought the car in), it took them 3 hours to update my Nav. Something doesn't sound right here. This was Beshoff Infiniti in San Jose, CA.

[jmess]

I don't trust them to have my best interest at heart. Their mission is to sell me as much additional service they can. The compensation models for service folks generally aren't consumer friendly. The flat rate repair model for example results in a lot of corner cutting. The dealers take a share of the additional profits generated by the flat rate. Uniformed consumers end up spending a lot more than they need to. So it goes.

[wxman]

I don't trust them to have my best interest at heart. Their mission is to sell me as much additional service they can. The compensation models for service folks generally aren't consumer friendly. The flat rate repair model for example results in a lot of corner cutting. The dealers take a share of the additional profits generated by the flat rate. Uniformed consumers end up spending a lot more than they need to. So it goes.

What is a suggested alternative?

[jmess]

Throttle back the service sales commission model, pay folks a salary with performance bonuses, and use the Nissan warranty repair flat-rate. Quality would go up and consumers would be treated more fairly.

[laevanay]

............. Something doesn't sound right here. This was Beshoff Infiniti in San Jose, CA.

Bought my EX from them and had the same concerns about Behoff Infiniti on Capitol Expressway/Tully near Eastridge mall. Have you done the cars regular service anywhere else?