I have previously have had very bad experiences with the service department at my local dealer. They have been rude to me, done poor work on my truck, and overall made me very annoyed at the fact that they had a 5 Star rating, which I thought was supposed to be for excellence. Well, when Dodge sent me the report on the dealer's service after the last time I visited, I gave them horrible reviews, as they deserved.

On Monday, I went in to schedule an appointment to get the weather stripping taken care of (I needed the replacements as per the TSB), and also have them do something regarding the intercooler (powdercoating was falling off one of the end tanks). The service manager remembered me by name (despite the fact that it's been at least two months since my last visit), was very polite to me, was eager to fix my truck at the earliest convenient time for me. We made an appointment for today (Wednesday). I showed up a little early. They were once again very polite, brought my truck in immediately, fixed it, and I was on my way.

Apparently, when you give a 5-Star dealer a bad rating, Chrysler gets on them about it! This was a complete turnaround from how they used to be, and the service manager told me that a lot of guys had gotten fired. I don't know if they got other poor reports (I would assume so), but apparently they listened to mine and remembered it. If you guys continue to have bad dealer service, SEND IN THOSE SURVEYS! Chrysler listens, and the dealers will get hell for it. At least, that's what I've found. Thought I'd report it.

 

my only question is, why go back to the same dealer for more service?
Scott

 

They don't get hell from D.C. They get a report thats printed with scores etc.has the R.O.number and answers to each question on the survey.Service manager pulls the ticket and usually gets with the writer who wrote it and sometimes the tech who worked on it.Big shops hand it to their HEAT man do such and HE gets in touch with you and follows up when your coming him to try to intervene etc.Its a process to keep 5 Star so the DEALER can keep a high number of vehicles at a better deal to him allocated.(and trips to islands or wherever etc.)If by chance the CUSTOMER is just a plain Axx they'll change your address etc.in the computer so you don't get a survey again and change it back later if someone remembers or you come in again.But get hell NO they normaly never speak to any one from D.C. ALL the manufacters basicly work it the SAME WAY.Imports also.Systems are almost the same from one to the next and so on.

 

I went back because it's the only convenient dealer to me. This one's 5 minutes away, next closest is half an hour or more.

Regardless of the reason, they have done a complete turnaround on customer service, at least to me. Seeing as there are so many reports of how dealers are a pain, out to scam you, etc. I thought I'd report the fact that my local dealer did make a change, for whatever reason, and now I'd actually be willing to go back there.

 

GOOD! Everyone and every place has good and bad days.

 

You have a metal intercooler? I thought the new ones had plastic tanks?

 

2005s and not all them from another post!

 

Hounddog, just wondering where you get your information regarding your first post up here. I work at a dealership service department and can tell you that if we get a bad survey we can, will and do get contacted by DC. As far as changing an address so that a customer doesn't get another survey, that's just wrong. Some may do it but that's the minority. Besides if the customer never comes back in then they will not get another survey anyway. Not to mention the fact that not all get a survey in the first place.

 

25 years in dealers until 2002.I found they came back time after time.One area I was in for 7 years or so(big MALL area with every make up and down the row) NOT ONE dealer had high CSI.Yet the repeat business of the ones with poor/bad surveys was endless.Some folkes time after time and poor/bad surveys no matter WHAT you did for them.Last dealer was a D.C.dealer.At MOST you got a call from the same sort they use for their 1800 NO HELP line but 95% was by computer readout.I've handled and or been the service manager in Dastun/Nissan,G.M.,Mazda,Isuzu,D.C.dealers. Their Tech assistance,customer follow up(surveys) CSI etc.are almost all handeled to a "T" the same.Sure you also had the ONCE in a while customer you discussed when REPS came in but it got to were they were every other month and in a rush to get through unpaid claims etc.I found most ALL manufactures talk out of both sides of their mouth and LOTS of comsumers of the past decade have a real hard time saying anything nice when it comes to new auto's.I have many examples I could give.Two are MAJOR.If anyone wants me to boor them with these facts I will.Some of these facts is ONE reason its hard to keep knowledgeable personal in some areas(dealer shops)I believe.That and the hours.