How hard is it really?

[Kimsey47]

This is really just a rant over something stupid but I need to vent...

The dealership which I bought my car from provided what I felt was a pretty good experience. Their service department? FAIL.

Why is this? Because they don't take a second to LISTEN to me. Other than changing the oil and rotating the tires I have had two minor or relatively simple issues I've brought forward and they completely MISS THE MARK at resolution.

The first issue I had were rattles, and I even took the time to troubleshoot and pinpoint the cause. They "could not recreate" the rattle that happens everytime I drive the car (and when pulling out that day). Ok... So they sucked and failed at that, so I fixed all the rattles on my own...

Now, I hear a rattle and can't pinpoint it. I don't tell the dealer because if they can't hear the others then they're not going to hear this one. FINALLY I notice that my homelink mirror is vibrating like crazy going down the road to find that my mirror is like many others, in where the bracket which mounts to the windshield has been stripped. This causes the mirror to hold up, however, it loosens quickly and is likely to fall off.

I bring this to them, I tell them about it when booking my service, I tell them again when I bring the car in. What do they do when they call? They tell me that they couldn't find any issues with my sun visors. I immediately tell them that it isn't the visor, but the mirror. They then reply that they've tightened it and have ordered a new part and will call when it comes in...

FOUR weeks later I'm still driving around with the mirror, and I've just contacted their service department to find they have no damn clue what I'm talking about. I'm pretty disgusted with how they seem to treat these small issues when it is their job to fix them! Hell, I'm diagnosing the issue and telling them the fix and they still fail! How $@&#ing hard is it?!

SO! After all that rant... What would you do? I've asked them to order the part and then told them that I'll start providing them a detailed instruction sheet whenever I bring the car in on what I want done, along with the suggested fix I have for it. Should I even bother with this? Or should I just take my BRZ to my local Scion dealer since there are no other Subaru dealers around?

(Also, some are going to say just fix it yourself, but I'm willing to and want to pay others to fix this stuff and fix it right since it is their JOB. I already have a job and just want them to do this so I don't have to worry about this stupid crap like I'm having to now. Thanks!)

[SigmaHyperion]

Unfortunately, while its the same car, the local Scion dealer isn't going to do diddily for you.

Well, they would, but they'll charge you out the wazzoo for it. They don't have the ability to charge Subaru for their time and parts.

[blue_frs]

Sorry to hear their service department is lacking the drive and common sense to do their job. I would definitely get in touch with the maintenance department manager and express your complaints. If that does nothing or they blow you off i would get in touch with Subaru directly about the specific dealership not doing their job as managers and trained technicians.

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[Kimsey47]

Yeah, I sent an email detailing what has occured to the dealer's service department. Hopefully they'll give a dang but I have a feeling like they didn't care when I first came in and so why would they now? Also I'm screwed on another Subaru dealer for service... Nearest one is 1.5+ no matter which direction I go.

[Kimsey47]

Originally Posted by SigmaHyperion

Unfortunately, while its the same car, the local Scion dealer isn't going to do diddily for you.

Well, they would, but they'll charge you out the wazzoo for it. They don't have the ability to charge Subaru for their time and parts.

Yeah, I was thinking of going to my local Scion for any further service or any future issues after getting the Subaru dealer to fix this problem. Any warranty issues I'd have to return to the Subie dealer, but yeah... Not impressed with their day-to-day issues so for a large problem kinda worried.

[strat61caster]

Again, this is the only Subaru dealer within a convenient distance to you?

Edit: holy shit, you're an hour and a half from Subaru of America headquarters, why did you bother with an email

[andrew20195]

Originally Posted by strat61caster

Edit: holy shit, you're an hour and a half from Subaru of America headquarters, why did you bother with an email

The SOA headquarters is in Cherry Hill, NJ. A bit further than half an hour from Chattanooga.

[strat61caster]

Originally Posted by andrew20195

The SOA headquarters is in Cherry Hill, NJ. A bit further than half an hour from Chattanooga.

Ah my mistake, it's apparently a distribution center, I don't think they would do much with customer complaints.

Regional Distribution Centers
Subaru operates 5 warehouses throughout the United States supporting Subaru dealer parts and accessories needs in the US and western Canada. Our warehouses are located in Westampton, NJ; Austell GA (near Atlanta); Whitestown IN (near Indianapolis); Aurora CO (near Denver); and Portland OR. We have over 100 people employed at our warehouses.

http://www.subaru.com/company/index.html

[Abenaki]

Actually, it looks like NJ is correct.... Found this on the Subaru US site:

Subaru of America, Inc. moved to its current Cherry Hill, NJ, facility in 1986. The $18 million, 115,000 square-foot, seven-story structure serves as the company's national headquarters housing approximately 300 people in Finance, IT, Marketing, Sales and Product Planning. The company markets Subaru vehicles, parts and accessories through a network of approximately 600 dealers across the United States.

[shiumai]

every time i go to the dealership for service i hand them a sheet of paper with a list of things i'd like checked/done/not done (like wash). i wait while they enter the notes into their computer then they print out their own form/sheet and i double check the notes.

[Laika]

Originally Posted by shiumai

every time i go to the dealership for service i hand them a sheet of paper with a list of things i'd like checked/done/not done (like wash). i wait while they enter the notes into their computer then they print out their own form/sheet and i double check the notes.

That's the most ridiculous thing I've ever heard of.


I'm doing this from now on.

[ZionsWrath]

I have no hassle with service dept because I haven't taken it in once yet. I need to fix Tail lights and GPS but I hate dealing with them so I'm just waiting a bit. Soon I will be courageous (foolish?) enough to let them fix my car.

[Opie]

Tell them you want to ride with a tech and duplicate/show the issues to them. No matter how clearly you describe it to them, a demonstration is better.