Unless you work for or represent the manufacturers you have nothing to worry about when dealing with me. The problem isn’t the customer or employer, the problem is the manufacturer survey system.

And yet another person who does not understand the intent of what I posted. I understand it’s hard to see the point when you don’t work with it every day. It’s not my employer, it’s the Mfg. And yes - believe it or not my communication is actually pretty good. As I told another user my CSI is one of the highest in the…

I can’t and don’t disagree with anything you’ve said. That sounds like a rough experience with your truck and I do hope it is resolved soon.

I didn’t miss anything. I have one of the highest CSI scores in the region. My point is only that the survey system the Mfg uses is broken. The Mfg withholds money from the dealership based on responses from customer - and while that seems fair from the outside looking in, there are a large number of poor scores that…

The cost goes beyond just hardware, there are also mega dollars involved in subscriptions.

You understand that my employer is not the one issuing the survey or coming up with the wording/questions, correct? The customers answer honestly and most of the time I agree with them. There are always people you can’t please, but that is not the norm.

My “bosses” don’t word the surveys, the manufacturer does.

Of course you explain that. But you can’t realistically expect a 10/10 if that car winds up being towed back in before they got their survey. People may be logical and reasonable in general...but you’d be surprised how much of that goes right out the window when their luxury vehicle is broken.

Exactly. CND or NPF are the hardest to explain. The drive with a customer does help with that somewhat, though.

I worked for a German co for a while. We had a no aftermarket or used parts policy. It was to prevent these situations. At first I hated it, but eventually grew to like it because of the reasons you bring up.

Agree and I am on my way out of the automotive business as well. Too many reasons to list, but it’s just not a job I want for the next 30+ years.

Obviously I’m not a tech, but I do try to work closely with them to help with diag where it’s needed. I try to get myself, a foreman, or sometimes even the tech to ride with the customer. I’ll have them put a sticky note where ever it is they hear the noise. I don’t like chasing ghosts and I don’t like chasing a noise…

Seriously? Google “service advisor” or “service writer” or “service consultant”. All 3 are different names for the same job.

I’ll give you some examples:

The Skittles that the customer didn’t know their child had stored in the rear door pockets.

Shop charges are unfortunately the nature of the beast at most repair facilities these days, dealership or otherwise. However, I include all taxes and shop charges in my estimates. I also usually add $25-$200 in parts to the estimate (depending on the nature of the repair) because I know there will be a bolt, nut,…

As a dealership employee who’s pay is affected by surveys let me tell you a few things that absolutely piss me off:

I don’t normally dig Japanese cars, but I’d love to have that in my driveway!

Yay we won! Wonder how much further we could have gone?

The Optispark/waterpump arrangement on LT 1 engines ruined F-bodies for me for years. I could even look at those doorstop-styled cars without gagging until 2004.