Originally Posted by MMZ_TimeLord
It took three tries before I backed the service manager into a corner to say 'FIX IT OR I GO TO THE REGIONAL MANAGER!'
Wow!!! You must be Alpha male x 100, leader of the pack and a super hero all rolled into one package, or are exaggerating a bit!!! How do you back a grown adult service manager into a corner and threaten him, 'FIX IT OR I GO TO THE REGIONAL MANAGER!'? I’m sure you had him trembling in his boots. Would you mind sharing your technique?
Seriously, I haven’t run across too many service managers that are intimidated by a customer OR their demands. You have every right to see the regional manager, and most will set up an appointment for you with no argument, there is no fear involved. In fact and more often than not, the regional manager will side with the dealership… and don't forget, with Chrysler, the regional manager’s decision is the final word, which in turn gets you out of their hair.
Just a side note, before requesting an appointment with the regional manager and getting him involved, discuss the issue with the dealership owner first and see if he will make things right. As I said above, once a regional manager has ruled against your issue, the dealerships are no longer under any obligation to for that particular problem… unless it becomes a recall issue down the road.
No, I'm not an alpha male... I was extremely fed up with the 'stuff' that... first the technician, then the senior technician, and then finally the service manager was shoveling at me.
I laid down the facts about how an automatic transmission/transaxle work and they shouldn't be BSing a customer like that and just fix what THEY broke. I also stated that I would not take the car back until it was... 1. Fixed properly (which I failed to force them to rebuild the transaxle) 2. The regional manager ruled it was not their problem.
So, the "I backed the service manager into a corner to say 'FIX IT OR I GO TO THE REGIONAL MANAGER!'" was being more readers digest than anything. But I did have him quite nervous by the end of the conversation and he assured me they would find and fix the problem or replace the transaxle under warranty.
I am now to the point where I know the service manager at my Chrysler dealership on a first name basis and the parts department manager AND the fleet manager at the dealership. Most of the techs there are very nice and personable and have no issue with me standing at the open bay door to observe the work being done (a little quirk I picked up from my father, who was a Marine for 22 years and was a mechanic of the 2½ Ton trucks and the like).
I am really happy with my dealership to date as well as the car. I will be going in for basic service in October to insure that everything is running smooth for my road trip in December. I have no worries that these folks will take care of me and my Crossfire.