All I want to do is fix peoples cars!!

 

And thats fine... thats what warranties are for... and thats why they built service departments... but we are not engineers and this is the FIRST LINE of TC's it'll take time and communication with customers to learn all there quirks... Being pushy and nasty with the service advisors only makes you look ignorant is what I am trying to vent... and when you get an answer that you dont like... dont be a child... it's impossible to please everyone...

 

I am referring to customers that are nasty and beligerant about there cars and disrespect me and have even threatened me... I just want to fix there cars... I dont need abuse...

 

When you are in a customer service industry, you deal with it, and keep your mouth shut, ESPECIALLY don't put it into "writing" not good stuff. whenever you have to interact with other people, you will always have situations which you do not appreciate, but you do your job, and be done with it.

 

everybody today has a thin skin,why is that?
somebody needs to find their inner child and kick its little ___! my thought!!!

 

First off, I have not brought up the rattling issue. There is a TSB out for the rattle and I've had it performed on a couple vehicles without question. The TSB cleary states and I've explained to my customers that the TSB "IMPROVES" the rattle in the moonroof but may not eliminate it. There is some flex noise to be heard and may just be the nature of the beast. And customers can believe this but wont accept it and that is the bottom line.

And as for attempting to find me and get me fired? I am more than willing to share any of this... my customer service scores are way above the regional average... my surveys are almost always perfect and on the occasion that a customer is disatisfied with service recieved I have always made the extra effort to repair any damage made to the relationship I have between the customer and myself. People in the town I work in consider my dealership to be there local mechanic... and we work on everything to make the community happy... from Chevy to Lexus... I turn no car away. You don't know me from anyone...

One time I gave a customer my own personal vehicle to drive while we worked on his car cause we had no plates and no rental cars available so dont accuse me about how I treat my customers cause I give them top notch and profesional service. And when I'm wrong I make the effort to rectify the mistake... if you can take my statement for what it was... and I stated it in the subject line "RANT"... then quite frankly I dont care. I love my job and I love the people I serve... however I think I have the right to blow off some steam on this forum about a few rude and nasty customers that i have had the fortun of dealing with. And I am sure that you are the type of customer that I am referring too which is why you took it so personally and I think some people here would agree with me... and for the ones that dont agree with me thats fine too... It's america baby... land of the free...

Now if you'll excuse me... I'm gonna go take my TC out for a drive and do some serious club hopping and blow off more steam and I will be back to my cheerful friendly self when I return to work on monday... cause that is the nature of humanity... I'm done with my rant... thanks a lot for everybodies input and please understand that we are doing the best we can with the information we have to correct any problems that you may have with your new TCs. Or any care for that matter. And understand that sometimes things are just the nature of your vehicles and some things are affected by your driving habits. Instead of blowing your lid and turning to fowl language and sometimes violence. Take a ride with your advisor or technician and let them see how you are driving your car or working your moonroof or cd player cover... and maybe we can make some compromise and progress... and remember that you cant please everybody.

 

This is funny, All the dealer want to whine about being good people then post crap like this. This is why everyone hates buying cars. I am glad I don't have to deal with either of you. And from what I've heard about Florence Toyota Scion this is about par for the course. Thats why people down there drive to Charlotte for Scions.

 

This is why I work at Ford

 

This is exactly what I'm talking about. The "customer service industry" is not about taking whatever crap people throw at you. Never was, never will be.

The airline industry is an excellent example - people thought that because flying is stressful they should be able to get away with whatever crap they want, and that flight attendants were "paid to put up with it." So the airlines set up rules to protect their staff, and nowadays you'll get bounced off a plane if you whine and fuss.

Not to mention that people get worked up over things like "the rattle problem," which no one outside of Scion Life even thinks is a widespread problem - then they expect the dealer to instantly know what they're talking about AND have a "fix" ready.

I hope this whole thread gets sent to Scion - it'll show that we're all not irrational whiners. :D

 

"he did not like how hard he needed to press the radio cover to get it open"

 

Can I give someone a huuuuuuug!!!!!! :D
People are people.Service departments all over the world from all different car man.
are _____ing and complaining about stupid crap.Some may be a liable complaint.Some may not.Its not the service departments opinion on which is which.Not until the day they pay my car note.
I went through this same drama when I bought my new Focus.
Here we go again.

 

I havent ordered my tC yet, but hopefully soon I will. So i really don't have a say in this.. but here is my 2 cents...

Yeah, It may say "Does not include creeks and rattles" but, a NEW car should be up to everyone's expectations. Whether or not its 17,000 or 150,000 dollars...

A New car should be NEW. If you think 17,000 isn't alot, maybe you should have a G35 or something more expensive. But to all these 17 year olds, or hard working young adults who work hard for 17,000 thinks it is sort of expensive, and when they do buy it, it should run perfect. A 17,000 dollar car should have same quality as a 50,000 dollar car.

lol.. sorry

 

TOYOTA or any car company do not intend to make cars that rattles and creaks.
Wanna bet?
So, if I bought a scion with rattles what do I do? I go to people who are being PAID to fix it!!! whether it cost $50,000 or $10,000 it does not matter! If I bought the car with 0 months and 00000 miles warranty. fine! I'll fix it myself. use a glue or something because that what is expected with that warranty.

I believe Toyota stands behind their product.

 

Too much _____in on this forum.

 

well i'd like to add one thing..

i've had dealerships that are supposedly "loved by all".. and they did nothing but give me excuses and never fix the car, yet expected me to live with it.. how funny.. I didn't put up with them.. I took my car elsewhere to another dealer and all is fixed fine now! And was treated very well at the 2nd dealer! They've got my business even if it's a drive to get there! why? because they treated me with respect.. that's the key.. and yes it goes both ways..

If a dealer were to give me the attitude that this original poster has given us the consumer of the tC, I'd just smile, laugh and take my business elsewhere. I think it's amazing that the consumer is told to just shut up and take it?! It's amazing that the big big problem with products isn't the products but the customer service behind it! NO WONDER toyota has mandated standards to be adhered to and leaning on dealerships to re-do their customer service.. I can see why!

One more thing.. Scion did warn its dealers that these customers would be very picky in what they like and don't like and they'd make it known.

 

New cars will have their problems, especially first year production models!
I have a feeling many of the posters on this forum are first time car owners. Purchase a couple of new cars first before assuming that these cars should arrive Jesus-christ-perfect from the factory...

 

Before I comment, let me give some of my background.

I know very very well about being in the customer service industry and have done customer service for a very large company that makes manufacturing equipment. For 2 years, covering the western U.S., and the following 4 years, split between some time in Taiwan, or China, or South Korea.

I can tell you that taking care of customers in the States is cake, compared to Asia. I've definately had my share of explenitives, derogotory comments thrown my way, customers complaining over "small" things, asking for too much, threatening you, etc.

But you know something, as much as I can relate to the first post, regardless if he want's to vent, he is totaly out of line, unfocused, and is not a good customer service rep/mechanic/salesman. YOU do NOT complain about customers, to customers. Period. No ifs, ands, or buts! No exceptions. My personal opinion, he should be fired!

Second, and MOST important thing to understand when dealing with customers.
"Customer is ALWAYS right!"
-AND-
"Even with the customer is wrong, they are STILL right!"

Why?

Because you need their money for your business, to put clothes on your back, and food in your stomach.

If a customer says,
" Hey, I don't want my car to have feathers and look like a chicken "
you say, "Sure, what color do you want it to be?"
If a customer says,
" This car is a piece of crap. I don't like this, I don't like that, this makes noise, this rattles, etc."
you say, "I'm sorry to hear that SIR/MADAM. Let me fix it and report the problems back to headquarters so these problems don't reappear. I'm sorry we've inconvenionced you"

You shut your lip, take it, and ask for another.

If you do NOT listen to your customers, they will go somewhere else. It's very simple. Not only that, but they talk to other POTENTIAL customers, who talk to other POTENTIAL customers, etc. The internet spreads info, some true, others exagerated, some false, very fast. EVERY exposure with the customer needs to be FIRST CLASS.

It's one of the key things that separates a successful company from a bankrupt company!

People who don't understand this are either still too young to understand, have been a grunt all their life w/no real ownership and not understanding the big picture, never exposed to successful customer service, have never owned their own business, or are already bankrupt.

This a-hole, along with the other comments from Scion employees has definately left a bad taste in my mouth.

 

"and nowadays you'll get bounced off a plane if you whine and fuss. "


Uh, no you wont. Perhaps if you are physically threatening.

Bottom line is that the OP was wrong to start this thread, and I wouldn't be surprised to see scion do a little investigation to figure out who he is.

 

[quote="mrtc"]The bottom line is: it doesn't matter if you're a customer or not, be civil and have respect.

I can't tell you how much I get done for me by not being an _______. People come here and they read "just _____ and yell and make a ____storm" from people who have no idea WTF they're talking about (prolly saw it in some movie or TV show and thought it was the right way to do things). Then they go and do that - SURPRISE, it makes the dealer LESS willing to work with you! Then surprise, YOU get madder, and so on.

Being a customer does not make you magically right. Don't be a dumbass. Work WITH people. When you're wrong, admit you're wrong (something people on chat boards have no idea how to do). [b]A dealer who's your FRIEND will help you more than a dealer who's your ENEMY - I don't care wtf you think they're "supposed" to do - that's the way the world works, and maybe it's time for you to learn that.

You can't stop everyone from being an _______, but you can sure do your part. This guy gets it. Some should learn this! I work in service for Toyota and I don't suck. I would personally like to invite Cyber____ty to ventilate the meatpipe and go troll somewhere else.

 

My 2 cents

When I hand over the keys to my new car for service or for aftermarket parts, I want to be sure they baby my car as much as I do... so DON'T ____ OFF THE TECHs!

That's like ____ing off the cook at McDonalds...wtf are you going to accomplish?

It's not their fault, they're there to help out and get paid for making your issues disappear. The guys I've worked with to get my problems fixed are very nice and seem like they trully want to fix things, and they always treat my car with excellent care.

If you want to have fun screaming at someone, call Scion directly or send them a certified letter.

On the flip side, if your techs suck, let the manager know about it and try to go elsewhere. Most of the Scion guys are pretty decent though... they actually like working on Scions.