More poor dealer service

[Blue Pilot]

This past Monday I had to go back to the dealer I bought my Viper from to finish some paperwork discrepancies and have a few minor things fixed on my car that were agreed upon. I needed to have the bulb replace on the right fog light and have 1 missing clip on the air filter box replaced. I have had the car just under 2 weeks and had an appointment made with the sales dept.
After finishing the paperwork, the sales staff told me to go see a certain individual in the service dept. to take care of these minor maintenance issues.
This person in service tells me that they are very busy, and that they need at least 2 hours to complete these minor tasks (now that they have my money I don't matter anymore), so I decide to wait there as it is 75 miles from home.
5 1/2 hours later I am informed my car is finally done. As I walk up to my car I notice greasy finger and handprints all over the hood and front facia, the same as if you took your old geo metro to bubba's garage. Now I am pissed after waiting 5+ hours and getting my car back in this condition, but at least they didn't wipe it down with a shop rag filled with metal shavings.
I get back home at 6:00 p.m. and start to clean the car when I notice that the access panel for the fog light in the wheel well is missing!
IDIOT (they tell me he is a certified viper tech; whatever), so I am on the
phone right away and of course get voice mail because they are gone for the day.
Tuesday morning, 9:30 a.m. still no return phone call, so I decide to call back again. I get the service person I dealt with and tell him my story. He asks me when he can see me and I tell him I am not driving 150 miles round trip for them to look at it and say "yep, its missing alright". I ask him to order me another panel, ship it to me and I will install it myself. He states he will have to talk with his manager and will get right back to me a.s.a.p.
Tues. 1230 p.m. still no phone call, so I call again and am told that he is working on it still, and that he will get back to me (yeah right).
Tues. 4:00 p.m. no return call yet, so I call again and get voice mail (after operater asks who is calling), so I leave another voice mail.
Wed., not one call all day. It is now Thurs. morning and am still waiting for him to get right on it. All this from a 5 star Dodge dealer (ooooh, I'm impressed) in Hialeah FL. that I thought had a good reputation with the viper community in S. Florida.

HELP! Anyone know of a good dealership in S. Florida? Am I being to impatient?

 

[Kurt 97 GTS]

Run, don't walk away from that dealership!!! Sorry for your troubles....Kurt

 

[Toby]

sounds about right. Customer Service in today's world generally doesn't exist.

 

[Stephen Yap]

Blue Pilot's post certainly illustrates how bad service sours the whole ownership experience with DC and DC products. It's too bad because I think the Viper is a great product but a buyer reading this post would have to think twice about buying something that may cause episodes of frustration unless you live near the very few dealerships that actually deserve their 5 stars. I suspect the rotten dealerships got the 5 stars from the high volume of minivans they've sold and not the high service levels.

The worst part is he has 3 DC vehicles. Great way to treat a loyal DC customer -NOT !!!

 

[snowmann]

Ask around (probably around here) where a good tech is located in your area... I drive twice as far to the "good" shop here in Colorado, but I never had a problem dealing with the shop that knows there stuff... I would hate to see what happens when you have a serious problem.

 

[ViperJoe]

Went to the closest Dodge dealer here in town that has a Viper Tech, to get aquainted. Upon asking one of the other mechanics where I might find the Viper guy, he remarks "over there in that stall or most of the time he's in the break room". So I walk past the break room and look and see he was not there, over to the stall ask a couple guys working on a tranny where he was, they point out a guy in old worn out dock shoes, shorts, half opened dealer shirt and a cigarette hanging out his mouth with a 4" ash hanging off the end. I askd him some simpleton question, turned around and left.
Only one other tech in town, a good ways away for me, guess I will go and see what he is like.

 

[Snake Bitten]

Buy the service manual...and some tools...

 

[Viperfreak2]

Ahh the difference between Dodge and Ferrari. If you want lower performance and better $ervice.......

 

[SoCal Rebell]

You'd be amazed how compliant they can be by giving your service advisor a $20 bill! Every time I bring my Viper in I tip him and I've had $27,000 worth of warranty work done over my Viper's 3 year life without ever being denied anything.

 

[Bill Pemberton Woodhouse]

Heck , you are in Doug Levin country, and you have a very active VCA membership in your area. Ask around, as I am sure you can find a good tech.Doug
can do about anything else, and though you may have to wait a little, he has a good rep with Snake owners.

 

[joe117]

SoCal Rebell, That's a good idea.

Blue Pilot, You should have asked the mechanic, on the phone, if he might still have the cover. If it didn't fall off on the way home, he's still got it.

 

[Blue Pilot]

Finally, after a voice mail to the manager, he called me back this afternoon and is shipping the access panel to me. He stated that they found it left on a bench there. I am happy that they are making it right, but am a little upset that it took 4 days to take care of.

 

[Mopar Steve]

While I also don't like "greasy finger prints" on my car, He does have to close the hood, and I have never seen a tech carry a Zaino approved 100% cotton towel. We as Viper owners need to remember that the dealer makes money on all the cars they service and that a tech that works flat rate (and that is how most all are paid) will not drop a good pay job to install a bulb and air box clip. If they do, that costs them money, they are not paid hourly, this is why a tip is a good idea. Most likely, a work order never gets written up for these small tasks, and the job is performed as a favor to the dealership and the customer by the Mechanic. The "drop everything I am here with my Viper" is getting old. Yes we paid the most money for our model Dodge, but that makes us no more important than the Neon or mini van owner. I am not pointing any fingers here but this has been beat on and beat on for a long time here with "Bad Dodge Dealer service". I have had as bad or worse treatment from Chevy dealers service depts. I am not excusing any of the bad things that happened here. Just understand that Mrs. Holley Homemaker is screaming as loud, or louder than you to get her Minivan done for the kids and for her to go to work tomorrow. They hear it from both sides.

OK now my soap box is vacated. Let my thrashing begin.

 

[Toby]

A good service writer would give that guy who had to do the "favor repair" a "gravy job" to make up for it. A job where he was paid a lot more time than he actually had in it (aka 30K,60K,90K services)

A dealer is a reflection of its management.

If you see a dealer run by the tech's...most likely you will get ripped off or be given poor service.

I know...many years ago I managed both import and domestic parts/service departments.

 

[Jerry Dobson]

Steve,
Years ago I used to wear latex gloves as a mechanic. I would never get in a customers car or close the hood with dirty hands. Sure most of the guys back then thought it was kind of faggy but the customers loved it. Now look at how many guys wear latex or Mechanics brand gloves.

ViperFreak,
You are on to something. If you service...say a Ferrari 308, you get treated like a king at the dealership. Those cars cost half of a Viper. Same with BMW or Benz service. Why can't the Dodge mechanics improve.

I am not saying all mechanics are bad. Our local Lee's Summit dealer, Jay Wolfe Dodge does really really good work for us. Chuck Anderson Ford works on tons of Vipers in the Kansas City area. Why? Because they do good work.

So good luck in finding your local service guys


Jerry Dobson
The Ex-Mechanic

 

[DodgeViper01]

Wow. I am very sorry to hear about that. You have a right to be angry after ll you went through. The nerve of some people. Never go to that dealer again. Try to find another one with a Viper Tech as they are VERY necessary. They would be the best to work on your car.

 

[Jeff Torrey]

Having your Viper serviced may take some practice, It took me a while. I would contact Doug Levin next time you need something done, oil change, etc.
It's your car now, congrats and good luck.

 

[Fred(DrivingSchool)Kinder]

Todays Five Star is a marketing gimmick.

The customer satisfaction score has dropped 20% and those dealers with a 70% rating vs 90% of old, need only pay $1,400.00 and like Magic become a "Five Star" dealership.

To bad that the Doggie Dealerships get put in the same rating as Great Dealerships like Woodhouse and Tator.

 

[LethalBite]

Any tips on best dealer to use for service in North Georgia? Bought my car from Palmer Dodge, but feel like I keep getting the run-around on the "we-owe" portion of sale.

 

[Devin 97 Blue GTS]

Go to Hollywood Chrysler and ask for Mark. (They are on 441)