Confessions of a Car Dealership Service Manager

[Dover]

Don't even get me started on this subject.
Does the auto industry have any idea how damaging the dishonesty is to their business, customer relations, etc, whether it's the experience of purchasing a new car or attempting to get a repair? Or is this so ingrained in the business model and corporate culture that they've become numb and dumb to it?
I literally get sick to my stomach at the thought of having to take my car in for repairs or to look for a new one.
Hey here's a concept... why not try to get the market edge by being the ONLY honest dealership or ... gasp...major auto company to do an honest business. Just imagine... it would keep people coming back, buying your products and spreading positive word of mouth. You can't buy that kind of loyalty. It does have to be earned.

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If you've ever felt you got a raw deal taking your car in for service at the dealer, our anonymous service manager says that may well be true. But he also cites a number of reasons to take your car to the dealer for work anyway—and tells how not to get the short end of the stick when you do. He should know. He's spent 23 years as a manager for brands as varied as Nissan, Ford and Mitsubishi, and has also served as a warranty administrator and customer relations manager for multiple dealerships.


Read more: Confessions of a Car Dealership Service Manager - Popular Mechanics

http://www.popularmechanics.com/cars/news/fuel-economy/confessions-of-a-car-dealership-service-manager-6311261?click=smart&kw=ist&src=smart&mag=POP&link=/cars/news/fuel-economy/confessions-of-a-car-dealership-service-manager-6311261-SMT-POP

Any mechanics or dealership folks here who'd like to unburden themselves and add to this confessional? Perhaps some inside stories and business practices to share? Any help for us poor slobs who have to go through this traumatic mine field?

[DirkGently]

1. Based on consumer experience, I'd echo his advice to avoid 3rd party extended warranties

They're never "just like" the factory warranty, although the dealership will say they are. No-brainer issues like a leaky taillight lens or a stuttering sunroof may be denied coverage. An extension of the actual factory warranty may indeed be smarter, but people should still bear in mind it's a gamble with odds calculated in favor of the "house." The whole point of selling an extended warranty is to bet that the customer will pay more for it than they'll ever get out of it.

[CoffeeCat]

2. Something I've noticed around here...

The HONEST mechanics have more work than they can handle. Everyone is worried
about the economy or dealing with joblessness/paycuts/general employment uncertainty--and
they don't want to be ripped off when it comes to car repairs. So, they're only taking
their cars to reputable mechanics who are referred by friends and family.

Also, I've noticed people doing car repairs on the side. Many people who know cars
and know how to fix them--are doing car repairs on the side for extra cash. They usually
do this for very cheap. I found someone, through a friend who does this. He charged
me $40 to fix something that the dealer said would cost $400.

Also, there's Craig's List. You can find all sorts of mechanics, repair people, plumbers,
landscapers, etc.--who are doing this work for extra money. Or, they've been laid off and
they're advertising on Craig's List. You can get very fair prices this way as well.

Maybe one upside of an economy from the dark depths of economic hell--is that the rip-off
artists will be put out of business.

I can't afford to go in for an oil change and to be LIED TO and told that I need an additional
$500 in repairs, or my car will blow up on the way home. We're sick of being screwed.

[Dover]

3. There are some honest guys here and there but few work for dealerships.

I'm sure there's a lot of pressure to meet quotas and bring in the money at dealerships.
A mechanic who worked at a small repair place tried to find me the best price on a dealer part for my car. But he couldn't find anything under $800. I was distraught and he took pitty on me and wrote down the part name, size, etc. and told me if I looked on Ebay I could get it much cheaper and he'd install it for me. So I did and sure enough I found a brand new part on Ebay for $200.

I'm guessing dealerships couldn't or wouldn't do that.

Smaller repair places aren't necessarily any more honest though. Half my traumatic experiences happened at small places. Honest repairmen or salesmen are rare birds wherever you may find them.

[reggie the dog]

4. this is why it is good to have a brother and a father who are mechanics

[Dover]

5. "Confessions of a Car Salesman" Updated for 2009

It's been a number of years now since I sold cars for my undercover series "Confessions of a Car Salesman." I've been pleased and, frankly, amazed at how many readers have found the articles entertaining and informative.

As my memory of the actual experience fades, the readership for "Confessions" grows and the impact of it is felt through the marketplace. While some dealers have actually used "Confessions" as a training tool (showing salesmen what not to do), many car salesmen have responded with furious denials. Often, they try to discredit my experiences by saying, "Sure, that kind of stuff used to happen. But the business has completely changed. None of that happens anymore."


Well, it just so happens that I have a friend, Russ Wortman, who recently finished a stint on the car lot. He agreed to meet for a cup of coffee, and I picked his brain about the current state of the art of selling cars and just what this means for shoppers.

..cont'd

http://www.edmunds.com/car-buying/confessions-of-a-car-salesman-updated-for-2009.html