That does sound like a dealership issue, and it doesn't surprise me. I worked for a very nice family-owned Chrysler dealership all through the 1990's. We had an excellent reputation and the family members were very much liked. Also, we had a Pontiac / GMC dealer just down the road, a Ford dealer and a Cadillac dealer across town, and a really nice import dealership owner. We would all repair each other's trade-ins, we'd borrow service manuals back and forth, and we'd help each out when ever possible.
Also, at my dealership, the service writers had the owner's blessings to photocopy pages from service manuals for regular customers, as long as they had time, and we often borrowed out special tools. The one notable exception was the local Chevy dealer. GM already has more ways figured out how to separate you from your money after the sale, but this dealer had all kinds of additional policies in place to rip people off. One of them, for example, was a one-hour minimum labor charge per visit, including for warranty work. The least any manufacturer will pay for a warranty service is 0.2 hours. One of our future customers said they tried to get him to pay the additional 0.8 hours to replace a burned-out head light bulb that was under warranty. The repair took less than two minutes and was covered by GM, but the dealership owner wanted more.
We have an instructor who comes from 300 miles away once a month to put on very high-level classes for mechanics from independent repair shops in our area. He owns a business that specializes in diagnosing and repairing the one out of a hundred cars no one else can figure out, then they put a class together around similar problems. His main customers are other businesses. He networks with others like him, and many of the manufacturer's instructors who train the dealership mechanics around the country. They're all working together to improve the reputation of the industry. Among their discussions, one topic that comes up often is "customer-unfriendly business practices. Their consensus is the most customer-friendly manufacturers are Hyundai, Toyota, and Chrysler, in that order. The most customer-unfriendly include GM, BMW, VW, and Audi. They are more concerned with squeezing out every dollar possible, with no regard to building customer loyalty or goodwill, or growing future sales.
Related to that, there are still two salesmen at my dealership who have been there since the early 1980's and early 1990's, who never run out to the parking lot chasing prospective buyers. They both just sit in the showroom waiting for their repeat customers to come looking for them. I've sat with them while eating lunch, and watched first-hand as people came through the door asking for them. Contrast that to the newspaper ads for GM dealerships. They like to show photos of their salespeople, and with every ad, there's one or two missing and one or two new ones. They have a very high turnover when they don't produce.
GM salespeople are well-known for being extremely high-pressure. If you visit any import dealer, you'll find they are just the opposite.
As a point of interest, Dodge is outselling GM on trucks two to one in my state, and I just learned that GM's top selling model is 14th highest in sales. They advertise they are the largest seller because they have so many brands and models, but no one model is in the top ten. Ford is somewhere in the middle with customer-friendly business practices. You don't hear much about high-pressure salespeople, but since the mid 1970's, they suffer from the "bean-counter" syndrome. They look for any place they can save a penny, and that shows up in their very high failure rate and poor design of steering and suspension parts, especially on their front-wheel-drive cars. In spite of that, our local Ford dealer did have a loyal following, and few complaints.
We also had two very well-known disreputable independent repair shops in my city. Both went out of business due to lack of customers, but one of them is running a nation-wide franchise now. Funny thing is, that shop is almost always empty too. With all the unnecessary, unreliable technology on today's cars, there is more than enough work to keep everyone busy. There's no need to intentionally damage a customer's car or try to sell services that aren't needed. In fact, it can be hard to become a new customer at a reputable shop because they're booked up so far in advance.
I'm sorry you had such a miserable experience at your dealership. It is unlikely things will change there, and you can bet other people are sharing the same complaints. In my extended community of around 100,000 people, those who insist on buying a new Chevy go 30 or 35 miles to two different cities to buy them. I've had former students who were mechanics at the local Chevy dealership, and they all had to look for work at other shops because they were just standing around at the local one. Problem now is that crook has been buying up a lot of the other dealerships, and they're slowly developing the same poor reputation. This has really helped my old Chrysler dealership. They built a new facility this past summer, and they have three others in three different cities that are all new within the last five years. There's something to say about keeping their customers and their employees happy.
Sunday, December 29th, 2019 AT 3:32 PM