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SVTPerformance's Chain of Restaurants
Road Side Pub
Dealerships Getting Worse?
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<blockquote data-quote="CobraBob" data-source="post: 16839710" data-attributes="member: 6727"><p>Very sorry to hear how you were treated by that Genesis dealership! It's not the first time I've heard of similar instances, and this won't be the last one, for sure.</p><p></p><p>Your experience with the dealership struck a nerve, because sort of related to this, but at the service level, I called my Genesis dealership last Monday to set up a 5,000 mile servicing appointment at 8:30 AM. As usual, nobody answered the phone and I had to leave a message. It said the service advisor would call me ASAP. Monday comes and goes. Now it's Tuesday afternoon and no call back. This, by the way, has happened before (post-Covid). I called for the owner who had once told me to let him know when service doesn't return my calls. I was not irate and left a simple message to please call me back to discuss the service department not calling me back. We now fast forward to last Friday early-morning. I had still not received a service department call-back AND no response from the owner. So I'm thinking that maybe the owner is off that week so I'll give him the benefit of the doubt since he always seems/seemed genuine. Nobody answered again, so again, I had to leave a message. Now it's 2:00 PM and no call back. I decided, since I was not working, to drive the 8 miles to the dealership. I went into the service area and there is not one customer at any of the three service counter windows, and none were on the phone. I walk up to the window with the name I remember from that morning, and the advisor is BSing with the advisor next to him. I literally stood there for almost 2 minutes before he finally asked what I needed. </p><p></p><p>I told him it was crazy that after not getting a callback twice that I had to drive to the dealership to make a service appointment. He started to ramble defensively and I said, "hold on, you're not answering my question why you didn't return my call from this morning". He now gets snarly and says that he didn't return my call because they're short staffed. Really? But you're literally doing nothing right now except talking to your co-worker. At that point I asked for the service manager. The manager (nice guy) comes out and invites me into his office. He's super apologetic and says he knows it is frustrating for customers. No resolutions except that he booked my service appointment for this Wednesday. </p><p></p><p><u>It is my opinion that the shutting down of businesses during Covid followed by the hiring back issues later, at-home working, and pushing the excuse of being "under staffed" has caused employees across the board to develop an attitude of "just do the minimum", with little or </u><strong><u>no accountability</u></strong><u> since the bar has dropped so low.</u> There is little fear of being fired because they know the company won't easily find a replacement. So the customer usually loses and takes what they can get. The kicker was when I left the service manager's office the OWNER casually walked by me, said 'hi' with his usual smile. He had no idea who I was. So he WASN'T on vacation or away on business. He just didn't find it important to return the call from Monday apparently. <img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite24" alt=":unsure:" title="Unsure :unsure:" loading="lazy" data-shortname=":unsure:" /> What a poor example to set!</p><p></p><p>My buddy drives a tractor trailer and he told me yesterday that his company no longer promotes a work-hard ethic. Instead, he's told to drop his load off and if the returning load isn't ready, to just drive away and return. Covid, working at home, workers not wanting to work, and worker shortages have seemingly changed the service industries' work ethic forever. It's the new norm.</p><p></p><p>Rant off! I don't usually complain like this but it surely seems that customer/sales service as we knew if before Covid is gone forever, for the most part. There ARE exceptions, but it's becoming harder and harder to find them.</p></blockquote><p></p>
[QUOTE="CobraBob, post: 16839710, member: 6727"] Very sorry to hear how you were treated by that Genesis dealership! It's not the first time I've heard of similar instances, and this won't be the last one, for sure. Your experience with the dealership struck a nerve, because sort of related to this, but at the service level, I called my Genesis dealership last Monday to set up a 5,000 mile servicing appointment at 8:30 AM. As usual, nobody answered the phone and I had to leave a message. It said the service advisor would call me ASAP. Monday comes and goes. Now it's Tuesday afternoon and no call back. This, by the way, has happened before (post-Covid). I called for the owner who had once told me to let him know when service doesn't return my calls. I was not irate and left a simple message to please call me back to discuss the service department not calling me back. We now fast forward to last Friday early-morning. I had still not received a service department call-back AND no response from the owner. So I'm thinking that maybe the owner is off that week so I'll give him the benefit of the doubt since he always seems/seemed genuine. Nobody answered again, so again, I had to leave a message. Now it's 2:00 PM and no call back. I decided, since I was not working, to drive the 8 miles to the dealership. I went into the service area and there is not one customer at any of the three service counter windows, and none were on the phone. I walk up to the window with the name I remember from that morning, and the advisor is BSing with the advisor next to him. I literally stood there for almost 2 minutes before he finally asked what I needed. I told him it was crazy that after not getting a callback twice that I had to drive to the dealership to make a service appointment. He started to ramble defensively and I said, "hold on, you're not answering my question why you didn't return my call from this morning". He now gets snarly and says that he didn't return my call because they're short staffed. Really? But you're literally doing nothing right now except talking to your co-worker. At that point I asked for the service manager. The manager (nice guy) comes out and invites me into his office. He's super apologetic and says he knows it is frustrating for customers. No resolutions except that he booked my service appointment for this Wednesday. [U]It is my opinion that the shutting down of businesses during Covid followed by the hiring back issues later, at-home working, and pushing the excuse of being "under staffed" has caused employees across the board to develop an attitude of "just do the minimum", with little or [/U][B][U]no accountability[/U][/B][U] since the bar has dropped so low.[/U] There is little fear of being fired because they know the company won't easily find a replacement. So the customer usually loses and takes what they can get. The kicker was when I left the service manager's office the OWNER casually walked by me, said 'hi' with his usual smile. He had no idea who I was. So he WASN'T on vacation or away on business. He just didn't find it important to return the call from Monday apparently. :unsure: What a poor example to set! My buddy drives a tractor trailer and he told me yesterday that his company no longer promotes a work-hard ethic. Instead, he's told to drop his load off and if the returning load isn't ready, to just drive away and return. Covid, working at home, workers not wanting to work, and worker shortages have seemingly changed the service industries' work ethic forever. It's the new norm. Rant off! I don't usually complain like this but it surely seems that customer/sales service as we knew if before Covid is gone forever, for the most part. There ARE exceptions, but it's becoming harder and harder to find them. [/QUOTE]
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