fiasconva
Blackhawk
Earlier this week I got an email from my dealer giving me as a courtesy my Carfax report on my Jeep. The only problem was that it wasn't my car. 
Auto Dealerships Update for a good laugh
- Thread starter JPGLSG1234
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GasGuzzler
Hunter
It's GM, not the dealership. Dodge is the worst, Ford is about like GM from what I hear (my company is small and family owned but owns Ford, Dodge, Jeep, RAM, Chevy, Buick, GMC in the same small town). I have worked at three dealerships in the last 30 years and they all operated the same for the most part. Times did change as the internet was barely of use when I started therefore claims were paper but see below for all the things that have changed since you worked in the industry (guessing since many or your references were correct but are now outdated).
Diagnostic time does not at all work that way. As stated, we have a standard 0.3 max to start with and a "max max" of 1.0 (but can't claim more than 0.9 because of red flags). Anything beyond that (part R&R <more on that definition later>) is NOT able to be counted as diagnostic time (sort of) but instead is considered OLH (other labor hours). OLH has yet another massive handcuff of approval including limits the SM (Service Manager) can approve without going outside the franchise to a rep working for GM for approval. With very good standing (like our store has) regarding CSI (customer service index <survey results>) and training levels (we have three techs and two are World Class Certified), an SM can approve up to 2.0 hours of OLH (but you better not claim the max or you'll get red flags).
When I changed form Chevrolet to Cadillac in 1998, the Chevy guys had already quit rebuilding starters, alternators, and AC compressors. The Caddy guys were still rebuilding alternators in a dealer 16 miles from the other. Warranty wasn't paying for that. Those techs were doing so because the parts were cheap, no parts had stupid two year/lifetime/unlimited mile warranties (think about it, you put an assembly on with a long warranty, you're okay. Rebuild it then it fails and you don't get squat to rebuild it again), and they could sell their labor with small cheap parts kits. It all reversed to expensive assemblies and very little labor.
R&R means remove and reinstall. It's what you do to get something out of the way for another repair OR to rebuild it. When a part is replaced, the word used is "replace". Minor detail. I started parking cars after school as a porter in 1993 and worked on the lube rack that first summer. When I started college on scholarship for engineering school, I went back to part time. After a while, I chose "promotion" to booker and quit school. So I had to learn how to story the techs RO's (repair orders) first. After that, I started reading the P&P (policies and procedures). They cross-trained me to make warranty submissions and how to do warranty return parts. Then I became dispatcher and moved all the work through the shop (22 techs, age 22). It was only after all that I went on the line to make a real living but what a great training all that was.
Since then I have had to take all the warranty admin classes GM requires since we didn't have one outside of contracted labor. I assure you I know the rules.
You're spot on with the parts pricing issues. I once took a Sharpshooters' meeting tour of the OKC plant (before it was destroyed by a tornado) in about 2002 or 2003 when that stupid Envoy with the retractable roof and midgate was failing to sell and someone asked about the pile of radios they saw (not being isntalled) and the plant manager said they're scrap, they only cost us about $15 each...units we had to sell for $600 retail AND REBUILT by a third party.
You can say I'm wrong, and it may be in today's climate, but I did all I said for years before I became a product development engineer. I transitioned to Ford roughly the time you entered the business.
You brought up a point that was a major deal in my time. The booker and or dispatcher, often one and the same where I worked. Get on his bad side and you got poorly written warranty claims and the crap jobs.
I can expand on your radio story. Electronics have a sticker on them "scrap if dropped." Doesn't matter how far. It's better to have a pile for reman than a warranty claim later.
You brought up a point that was a major deal in my time. The booker and or dispatcher, often one and the same where I worked. Get on his bad side and you got poorly written warranty claims and the crap jobs.
I can expand on your radio story. Electronics have a sticker on them "scrap if dropped." Doesn't matter how far. It's better to have a pile for reman than a warranty claim later.
fiasconva
Blackhawk
After I realized the "courtesy" Carfax report they sent me was not my vehicle I saw a box at the bottom of the report saying "Not your car?" I clicked on it and it asked for the VIN no. I just hit cancel and got out and deleted the email. They already had my VIN no. and I was not going to give it to them again. They had worked on my car several times before and had the no. on every copy of the service order.
JPGLSG1234
Blackhawk
My oh my fellow members, my post lives on. I'd like to report that my sweet Wife hasn't put so much as a scratch or pecker dent her her vehicle since old Phil replaced it.
I have been sharing this thread with him, and all he can say is holy chit
send these people my way if they want a Buick or GMC I'll work with
them. He's really a stand up guy in the car business.
I have been sharing this thread with him, and all he can say is holy chit
send these people my way if they want a Buick or GMC I'll work with
them. He's really a stand up guy in the car business.
Wait! Tell us what car you drive then…
JPGLSG1234
Blackhawk
- Joined
- Apr 2, 2014
- Messages
- 2,895
Gas Guzzler.......I like that sludge picture. Operating temp issue on the engine or was a customer
doing the extended 100,000 mile oil change intervals?
doing the extended 100,000 mile oil change intervals?
Best looking truck Ford ever built !!'79 Ford F150 4WD.
daka
Bearcat
You got me at HONEST CAR DEALER Are you for real? there is NO SUCH thing
You have to, as you noted DO YOU HOMEWORK.....This is THEIR GAME...be ready to call BULLSHIT and leave...they'll call you back
THIS^^^ many times over.
My brother decided he wanted a new truck. Called me up and asked some questions and went to the dealer. Called me from the dealer they are offering (paraphrasing now don't remember the exact amount.) $15,000 for my truck I said "tell them 20 or you are out the door. If they don't accept then truly walk out the door." He called back they won't do it. I said "LEAVE, They will call you." Totally afraid to, he did anyway. He wasn't five miles away when they called back and met his price. No, they didn't jack up his new truck price, employee pricing prevented that.
My brother had all the cards. Fixed price, desired trade in, last day of the month, AND last day of the year.
In case you don't know. Last day of the month is a big deal for sales at a dealership. End of the year is even bigger.
thought that was what i was pointing out, i was playing their game,knew they would not let me leave
Or as in my case drop the fender well down trapping the tire/wheel which negates steering and makes the girl in the Kodak film hut scream as you jump the curb in her direction.
I HATE car dealerships. They are sizing you up from the moment you drive onto their lot. DEciding how and where and how bad they gonna try to screw you. They have no shame.
