MrMCar
Active member
- Joined
- Apr 26, 2024
- Messages
- 237
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Something that needs pointing out. Not all dealership service departments are a holes. They're well, sort of like various bosses or managers you've had over your lifetime. Most are the a hole (some more so, some less) however, some are just great. Really
Having worked the entirety of the service side of this business; Service writer, dealer technician, shop foreman, service manager, independent shop tech and independent specialist shop owner, I've seen most of what the industry has to offer.
How well the customer is treated and taken care of starts at the top, as they say. If the dealer principal or service manager is a prick, well then the rest of the dealer most usually is. Good people rarely stay working for pricks. Customer satisfaction ratings (something of only the last 20 years) help to stem the tide of really bad dealers, somewhat...
Given that my shop was in a fairly densely populated area, I often had the choice of two, sometimes 3 dealers of whom I could to buy my parts from. More importantly establish a relationship with the service department. Then when/if a client's car was in my shop and had a warrantable defect, I could either directly send it, or have the customer take it there.
Some service departments want to think that they set the policies and the rules of what is/what is NOT covered. From as little as a CND (could not duplicate) up to telling customers that if you don't use factory filters and factory oil, your warranty is void.
They've obviously never heard of the Magnuson-Moss Act. (Read it if your curious and for Gods sake, keep receipts/records!)
There's also a few dealers that get it. They're busy, have a good service department and they are profiting from "cash" repair work, as well as warranty work. The manufacturer does reimburse them for defect repairs. Some service departments have figured out how it can NOT be a loss center. The later will be the one you want to patronize.
It's rather obvious that if you live where there is only one dealership within 75 miles and they're not helpful, you must go the Regional Service Representative route. Most usually there's someone from service at the manufacturer level, that visits dealers in their region about once a quarter. It's always by appointment, BTW...
You might have a discretionary call as to eligibility or not. EG: one week out of warranty. This is outside of the purview of the service department, and if KIA is to pay for it, it's the regional rep's call.
I can tell you what happens with these meetings. My service writer would look to see what cars had an appointment with the rep. If the car was there, the customer's file (now all on computer) was pulled.
What the rep looks at: Did the customer own(s) more than one car of that brand? Did they buy it there, or at another dealer? Were they regular visitors to the service department? Not only for "free" but scheduled maintenance! Did this customer have a car with multiple legitimate issues? Was this particular issue brought up on previous visits? All of these have weight towards their decision.
If you're lucky enough to be able to find another dealership service department, do so. If you do find a good one, say so in Google reviews! Then tell the service manager personally, the next time you're in. Get the technician's name. Tip them and thank them personally. They'll remember you and take care of you. They'll also "go to bat" for you when a judgement call comes about.
As for the folks that do all of their own maintenance or only visit the dealer for warranty work, that's me BTW. Be nice, get someone that is at least somewhat sympathetic to your issue(s), follow through and thank them. If/when you need to go behind their back get someone that is at least somewhat sympathetic to your issue(s). If/when you need to go behind their back; KIA customer service, don't be that angry person, don't yell at them. They get that all day long. They will NOT have any interest in helping you.
Do however be firm, have ALL of your documentation (includes dates, visits, mileage) prepared. Read through it first and be prepared to "defend yourself" so to speak. Firmly but not angry. They'll respect that. Offer to send the documentation to them.
If you're a multiple buyer/owner, SAY SO!
Lastly but very important: Had an issue on your visit and they couldn't duplicate it? MAKE SURE it's on the record and YOU have a copy. For if the issue should pop up a week outside of warranty, you have proof that you brought this issue up before however they couldn't find it. If it's not recorded, it's your word against theirs.
Most usually the old adage applies; You catch more flies with honey, rather than vinegar."
Hope this helps someone in the future.
Having worked the entirety of the service side of this business; Service writer, dealer technician, shop foreman, service manager, independent shop tech and independent specialist shop owner, I've seen most of what the industry has to offer.
How well the customer is treated and taken care of starts at the top, as they say. If the dealer principal or service manager is a prick, well then the rest of the dealer most usually is. Good people rarely stay working for pricks. Customer satisfaction ratings (something of only the last 20 years) help to stem the tide of really bad dealers, somewhat...
Given that my shop was in a fairly densely populated area, I often had the choice of two, sometimes 3 dealers of whom I could to buy my parts from. More importantly establish a relationship with the service department. Then when/if a client's car was in my shop and had a warrantable defect, I could either directly send it, or have the customer take it there.
Some service departments want to think that they set the policies and the rules of what is/what is NOT covered. From as little as a CND (could not duplicate) up to telling customers that if you don't use factory filters and factory oil, your warranty is void.
They've obviously never heard of the Magnuson-Moss Act. (Read it if your curious and for Gods sake, keep receipts/records!)
There's also a few dealers that get it. They're busy, have a good service department and they are profiting from "cash" repair work, as well as warranty work. The manufacturer does reimburse them for defect repairs. Some service departments have figured out how it can NOT be a loss center. The later will be the one you want to patronize.
It's rather obvious that if you live where there is only one dealership within 75 miles and they're not helpful, you must go the Regional Service Representative route. Most usually there's someone from service at the manufacturer level, that visits dealers in their region about once a quarter. It's always by appointment, BTW...
You might have a discretionary call as to eligibility or not. EG: one week out of warranty. This is outside of the purview of the service department, and if KIA is to pay for it, it's the regional rep's call.
I can tell you what happens with these meetings. My service writer would look to see what cars had an appointment with the rep. If the car was there, the customer's file (now all on computer) was pulled.
What the rep looks at: Did the customer own(s) more than one car of that brand? Did they buy it there, or at another dealer? Were they regular visitors to the service department? Not only for "free" but scheduled maintenance! Did this customer have a car with multiple legitimate issues? Was this particular issue brought up on previous visits? All of these have weight towards their decision.
If you're lucky enough to be able to find another dealership service department, do so. If you do find a good one, say so in Google reviews! Then tell the service manager personally, the next time you're in. Get the technician's name. Tip them and thank them personally. They'll remember you and take care of you. They'll also "go to bat" for you when a judgement call comes about.
As for the folks that do all of their own maintenance or only visit the dealer for warranty work, that's me BTW. Be nice, get someone that is at least somewhat sympathetic to your issue(s), follow through and thank them. If/when you need to go behind their back get someone that is at least somewhat sympathetic to your issue(s). If/when you need to go behind their back; KIA customer service, don't be that angry person, don't yell at them. They get that all day long. They will NOT have any interest in helping you.
Do however be firm, have ALL of your documentation (includes dates, visits, mileage) prepared. Read through it first and be prepared to "defend yourself" so to speak. Firmly but not angry. They'll respect that. Offer to send the documentation to them.
If you're a multiple buyer/owner, SAY SO!
Lastly but very important: Had an issue on your visit and they couldn't duplicate it? MAKE SURE it's on the record and YOU have a copy. For if the issue should pop up a week outside of warranty, you have proof that you brought this issue up before however they couldn't find it. If it's not recorded, it's your word against theirs.
Most usually the old adage applies; You catch more flies with honey, rather than vinegar."
Hope this helps someone in the future.
