Dealership Employees Learning to Drive Stick with Customer's Car

[PizzaTime]

Soooo I'm already feeling like this is a lame first post...been lurking for about a year and a half without any real need to post anything, so thanks everyone for asking/answering all my dumb questions for me.

That said, I have a pretty much stock 2017 86. I have a couple more years of school left and an extended service warranty, so I take it to the local dealership for oil changes and the major mile-marker safety inspections (so that if something goes wrong with the engine there's less to question since I won't be making any real money for a while).

I had it in the other day and forgot to tell them to skip the wash since I prefer to do it myself (bought it used with too many swirls/scratches already), and my dash cam caught the car wash staff giving an impromptu driving lesson.

The conversation is all in Spanish, but this gist of it is one guy gets in, realizes it's a manual and shouts to another employee that he doesn't know how to drive it. Instead of telling him to get out and let her back it out, she starts telling him what to do. He ends up stalling it at least ten times that I can count, as well as riding the clutch, leaving the clutch pedal depressed for long periods of time, restarting the engine before it has time to completely stop from a stall, etc.

My question is: how upset about this should I be? I'm 100% going to inform management at the dealership about this--taking liberties like this in a customer's vehicle is a violation of trust, at the very least--but should I push it further than that? There are mixed opinions all over the internet about just how much damage these actions could have incurred, with my overall takeaway from such musings being that you don't really know how much damage was done until something goes wrong down the road (at which point, who knows whose fault it was).

I don't want to go in there guns blazing unless I absolutely should, but I also don't want to get walked all over. Any advice would be greatly appreciated!

[JD001]

It's bad when customers leave cars with dealers with the full understanding that their cars won't be abused! I would be full fucked off if I found out my car was abused..

So make sure you're in the "right gear" when you go to see the dealer. Good luck..

[PizzaTime]

Originally Posted by JD001

It's bad when customers leave cars with dealers with the full understanding that their cars won't be abused! I would be full fucked off if I found out my car was abused..

So make sure you're in the "right gear" when you go to see the dealer. Good luck..

I'm right there with you...I'm pretty good at keeping a tight rein on my emotions, but I realized I was walking around expressing my anger out loud without noticing I was doing it for a few minutes. That's like throwing a chair through a window for me.

So yeah, I thought I'd ask for outside opinions just to decide what exactly the "right gear" is before I go in there. I have a feeling this will at the very least cost these two employees their jobs, so if I'm going to go that far I might as well do it right. Thank you for the well wishes.

[JD001]

Originally Posted by PizzaTime

I'm right there with you...I'm pretty good at keeping a tight rein on my emotions, but I realized I was walking around expressing my anger out loud without noticing I was doing it for a few minutes. That's like throwing a chair through a window for me.

So yeah, I thought I'd ask for outside opinions just to decide what exactly the "right gear" is before I go in there. I have a feeling this will at the very least cost these two employees their jobs, so if I'm going to go that far I might as well do it right. Thank you for the well wishes.

I'd hate it if someone on the shop/garage floor was to lose their job. It's not their fault but their managers. The managers should be reprimanded for poor policy.

[radroach]

Is this the same dealership you bought the car from? You don't have to get service at that particular dealership. I took my car into a different dealership, out of town, for engine recall service because they're better.

I've seen this issue before from a Focus ST owner who took their car with a dashcam in a Ford dealership, had footage of the porter stalling his car 20 times trying to get it out of the parking spot.

Usually dealerships offer stuff like free oil changes as compensation. But do you really want them touching your car after this?

[why?]

I'd go first to see if any media will pay you some nice cash for that video, and then go to the manager of the dealership telling them how much you can get if you sell the video, and ask what they would do to make sure you don't sell it.

[ActionMaxon]

I would seek a written apology on official letterhead where they acknowledge the specific mistakes they make. That would give you a second record (after the video) and forms a basis for further action if needed in the future. And by future I mean the next few weeks

[86TOYO2k17]

make them extend your warranty, and guarantee it wont happen again. They are adding unnecessary wear and tear to your vehicle at your expense.

[Dadhawk]

Well, different folks would have different reactions to it.

Personally, even if it was my car, I would have found the whole thing humorous. Since there was no real damage to the car, if you had not had the dashcam you would be none the wiser anyway.

I would have a conversation with the service manager with the video and said something along the lines of "Hey, heads-up but this is no way to treat a customer's car. You may want to teach the guy to drive a stick in one of your cars", then I would move on.

[PizzaTime]

Originally Posted by JD001

I'd hate it if someone on the shop/garage floor was to lose their job. It's not their fault but their managers. The managers should be reprimanded for poor policy.

I don't want anyone fired over this either, but that just seems to be the way these things work out. Either the management admits fault and says "we never thought to tell our employees not to play with customers' cars" or they say "we went over this in training." I doubt management will take the fall for employees so low on the totem pole.

Originally Posted by radroach

Is this the same dealership you bought the car from? You don't have to get service at that particular dealership. I took my car into a different dealership, out of town, for engine recall service because they're better.

I've seen this issue before from a Focus ST owner who took their car with a dashcam in a Ford dealership, had footage of the porter stalling his car 20 times trying to get it out of the parking spot.

Usually dealerships offer stuff like free oil changes as compensation. But do you really want them touching your car after this?

No, I actually already ditched the dealership I purchased the car from for a number of reasons. This is the closest dealership and one of the better ones I've dealt with. I've had no issues with the service department and everything looks good on camera on their end. It's just the car wash staff at this point, and I have always opted to skip the car wash before this...just forgot to mention it this time and this is what happens.

Originally Posted by why?

I'd go first to see if any media will pay you some nice cash for that video, and then go to the manager of the dealership telling them how much you can get if you sell the video, and ask what they would do to make sure you don't sell it.

I meeeeean it's an option to consider, but not a good way to start off a negotiation in my opinion. This is a late-stage move, if a move to make at all.

Originally Posted by ActionMaxon

I would seek a written apology on official letterhead where they acknowledge the specific mistakes they make. That would give you a second record (after the video) and forms a basis for further action if needed in the future. And by future I mean the next few weeks

I read about a similar experience a guy had where he witnessed a valet at a dealership stalling his car. He had no camera but he was there in person when it happened, so he got it in writing. I'm thinking this is the bare minimum I will push for, and maybe the maximum as well. Just enough to let them know this is a relatively serious situation and to cover my bases a little.

Originally Posted by 86TOYO2k17

make them extend your warranty, and guarantee it wont happen again. They are adding unnecessary wear and tear to your vehicle at your expense.

I'm actually counting the days until the warranty runs out (or I have enough money to just not care about it) so I can really start having some fun with the car. Buuuut still something to consider? I doubt they would extend it anyway.

Originally Posted by Dadhawk

Well, different folks would have different reactions to it.

Personally, even if it was my car, I would have found the whole thing humorous. Since there was no real damage to the car, if you had not had the dashcam you would be none the wiser anyway.

I would have a conversation with the service manager with the video and said something along the lines of "Hey, heads-up but this is no way to treat a customer's car. You may want to teach the guy to drive a stick in one of your cars", then I would move on.

I mean it would be humorous if it wasn't for the fact that they were taking liberties with property that wasn't theirs. I have been planning to teach a friend to drive stick with my car, which has required reassuring myself that under thoughtful instruction the wear would be minimized and that stalling five or ten times wouldn't be such an issue in the long-run. But the lady instructing didn't do a very thorough job and allowed the guy to make a bunch of mistakes putting excess (if light) wear on the throwout bearing at the very least, if not the starter motor as well.

Now the mistakes I had anticipated my friend making have to be added to those made by the employees. That's my decision to make, not theirs.

But yeah what you're suggesting I say to the service manager is about what I'm thinking as well, possibly with the added request of receiving a written and signed acknowledgment of their error as ActionMaxon suggested above. I've got class today so it'll have to be tomorrow, whatever I decide to do.

Thanks everyone for the input. Definitely some good points to consider moving forward.

[Bach415]

I also do want to note that some of these valet/porter jobs have that requirement of knowing how to drive a manual equipped vehicle. As recommended by others, talk to the service manager and see where it gets you. Worse case scenario, the media will be your best friend. If a certain person in that job does not know how to drive manual, it is their duty to find someone that can rather than getting taught on the spot with a customer's car.

[Tcoat]

Originally Posted by Dadhawk

Well, different folks would have different reactions to it.

Personally, even if it was my car, I would have found the whole thing humorous. Since there was no real damage to the car, if you had not had the dashcam you would be none the wiser anyway.

I would have a conversation with the service manager with the video and said something along the lines of "Hey, heads-up but this is no way to treat a customer's car. You may want to teach the guy to drive a stick in one of your cars", then I would move on.

And then the "one of your cars" will be sold and become a customer's car and they will come here and make a thread about how the mean man learned on their car and they are asscared it will blow up..

[Tcoat]

Originally Posted by Bach415

I also do want to note that some of these valet/porter jobs have that requirement of knowing how to drive a manual equipped vehicle. As recommended by others, talk to the service manager and see where it gets you. Worse case scenario, the media will be your best friend. If a certain person in that job does not know how to drive manual, it is their duty to find someone that can rather than getting taught on the spot with a customer's car.

LOLOLOLOLOLOL


BREAKING NEWS
Man finds out a person that didn't know how to drive MT stalled his car! NEXT UP
Tech drips oil on manifold and is drawn and quartered by angry internet mob.


OH for f's sake this is rich! What a fucking waste of everybody's time.

[Leonardo]

OP, I understand your frustration. I think a very diplomatic and calm approach, with the head manager, would be the best way to go about getting some sort of compensation.

The "con" goes like this:
Complement them for taking the time to hear you. Use their name and look them in the eyes. Acknowledge they have the power.

Now the tricky part. Guide them to the conclusion that helping you is actually easier than not helping you. This works.

Also, have realistic expectations of what you will get. They are not going to give a pile of cash. Maybe a free car wash, IDK. It doesn't hurt to ask. And, if things go well, you might be pleasantly surprised what they offer.

My dad always said: "The squeaky wheel gets the grease!"


Good luck!