Dealing with Inexperienced Techs at Subaru - ideas

[exE36M3]

So guys, is there anyone else frustrated by the service departments of Subaru in the Bay Area?

I ask as I've had my BRZ for 3 years. Bought it CPO'd, paid for the extended warranty. The car has been in for service twice.

#1 - Blown front shock. Was replaced - good news. But when I picked it up, the car rattled like hell. Service Advisor said it was my fault because it had aftermarket springs. Drove home, car sounded like it was falling apart. Took out my tools and checked EVERY bolt connected to the shock. And... found the upper strut nut was loose. Yes THE first and last nut to install a strut. Let Subaru know - not to blame the customer if the tech didn't do the installation correctly.

#2 - Car has bad burning old smell since purchased new. But been worse the last few months. Replaced the cam plate. But oil burning persisted. Ran dental flashlight, found leak around passenger valve cover. Went under car, pulled splash plate. Found drips and oil trails.

Went to Subaru after a month of waiting for a service appointment. Told service advisor car is leaking oil. Have a burning smell. No oil on ground, BUT notice valve cover is leaking oil onto the header. Service advisor says ok, we will take a look, thanks. I sign the service order. NO NOTES as to what I has said.

And guess what? 3:30pm on a Friday I get a VM call "Mr.... our tech couldn't find a leak anywhere."

My rant is simple. Customers NEVER wait a month for an appointment for nothing. There is something clearly wrong with with their car.

So at this point I called Subura to check on the car. Voice mail. Left a nice, calm message to check on the car and offer to take the car home, photograph the issue and then bring the car back.

I almost hate having to do seemingly condescending crap like that because I want professionals to be able to do their job... but if they can't.... sheesh what's the point of buying extended warrantees again?

[jasonojordan]

Sounds like I'd try a different dealer.

[KalbiCool88]

I would also call Subaru Customer Relations. Sounds like they're having a lube technician do the diag on your vehicle when it should be someone more experienced.

[BigFatFlip]

^this. Unfortunately, this is the main reason pass on the extended warranty stuff and like doing the work myself or a mechanic I trust. Since you're CPO, I guess you are kinda stuck, so just start finding another dealer. Fortunately there's lots of them in the bay area not like me who only has 1 and its 30 mins away.

[Clipdat]

You forgot to share the story of the incompetent subaru dealer tech who did your oil change and didn't put the oil cap back on and thus filled your engine bay with oil splatters.

Originally Posted by BigFatFlip

^this. Unfortunately, this is the main reason pass on the extended warranty stuff and like doing the work myself or a mechanic I trust. Since you're CPO, I guess you are kinda stuck, so just start finding another dealer. Fortunately there's lots of them in the bay area not like me who only has 1 and its 30 mins away.

[finch1750]

Which dealer is this?

I have heard good things from Subaru boards that santa Cruz is the best, but is usually far for everyone. Definitely contact SoA as they help things get squared away and many times give out vift cards for the inconvenience.

[BigFatFlip]

Originally Posted by Clipdat

You forgot to share the story of the incompetent subaru dealer tech who did your oil change and didn't put the oil cap back on and thus filled your engine bay with oil splatters.

[Clipdat]

"We are sorry we botched your service, here is a gift card to come back in the future for another botched service."

How thoughtful.

Originally Posted by finch1750

Which dealer is this?

I have heard good things from Subaru boards that santa Cruz is the best, but is usually far for everyone. Definitely contact SoA as they help things get squared away and many times give out vift cards for the inconvenience.

[finch1750]

Originally Posted by Clipdat

"We are sorry we botched your service, here is a gift card to come back in the future for another botched service."

How thoughtful.

Or just use it to pay for parts and do the work your self

[Clipdat]

Originally Posted by finch1750

Or just use it to pay for parts and do the work your self

[PWBRZ]

I've had better results when I talk directly to the mechanics - cut out the middleman (service writer). It seems to me all dealer mechanics are rushed, perhaps due to being held to standards that favor quantity over quality. I've had reasonably competent service at Stevens Creek Subaru and brilliant service at Mann Engineering.


Sent from my iPhone using Tapatalk

[finch1750]

Originally Posted by PWBRZ

I've had better results when I talk directly to the mechanics - cut out the middleman (service writer). It seems to me all dealer mechanics are rushed, perhaps due to being held to standards that favor quantity over quality. I've had reasonably competent service at Stevens Creek Subaru and brilliant service at Mann Engineering.


Sent from my iPhone using Tapatalk

Thats surprising. They have the worst reputation out of everybody lol.

[exE36M3]

Thanks guys - I'm not calling out the dealer *yet* to give them the benefit of the doubt. But get this, I dropped the car off Friday AM and was told that afternoon, they didn't find the oil leak.

Got a call today Monday at 2pm and they said they are putting the car up on a rack and will inspect it as I suggested.

My coworker caught that last part... "car on a rack"... wait isn't that the #1 thing any shop would do if looking for a leak?

As stupid as it sounds, I am kinda hoping they just play dumb and say they can't find it. I'm more worried about them dropping the motor and pulling the valve cover off to reseal things now than the oil leak! :\

[Veloist]

Which dealership is it?