Is this how all dealerships service depts operate nowadays?

[HaroldCal]

I dropped my 23 Platinum off at the dealer today for a short list of small items, but mostly to deal with 2 issues:
- The Torque click TSB
- The loss of comms issue

For the latter issue, I fully expect that they won't have any resolution to it yet, but I thought it important to get on the board and be counted.

I had an appointment for 9:30. Got there at 9:15. Spent the next hour re-explaining everything that I had so painstakingly written up in my original appointment notes. And since this was the first time this SA had taken in a Lightning, I had to explain how everything worked, too. I was very detailed in my original appt notes, in hopes that those details would make it to the actual technician, and that I wouldn't have to explain everything again. I provided the TSB number for the TOrque Click. I mean, I handed it to them on a silver platter.

So they took my truck, and told me they probably wouldn't even look at it until Friday or Monday.

W.T.A.F.

"Then why are you taking my truck today? Why did I have an appointment at a specific time? Why don't I just drive it until Friday, and you let me know when you will actually look at it!"

Last time I really dealt with service, an appointment meant that they would be looking at it that day, or possibly the next morning if their previous RO ran long. Is this how all service departments are operating nowadays? It seems that the way they handle the whole process is all about keeping a permanent backlog on their end, with no regard for how much their practices inconvenience the customer.

They didn't have any loaners, so they ordered me a Lyft to the Hertz location a few miles away. I then spent another hour there, waiting for them to slowly slog through the paperwork to put me in a rental ("Who is your employer?" - My actual answer: "Not at all relevant, Inc". Whole morning shot. All said, ended up being about 2.5 hours. At least they did put me in a rental. So I'm grouchy about the hassle, but better than being without a vehicle.

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[F150ROD]

Yeah, that’s how they operate. I’m also trying to figure out why set an appointment if it’s just going to get parked.

But it could be there is only one EV specialist, who knows

 

[gapsd]

Sadly this was very similar to what I experienced.
Made the appointment online, detailed everything I wanted. I go up to the service person I was assigned by email at the appointment time, and it was like i surprised her. I explained why I was there and she goes "Ok iIll go check your vehicle in".
After returning she asks what I need done, I say I thought I put it in the appointment notes. She says "I had to delete it to check your car in."
So of course the don't have the part for the recall ordered or the new tire I asked for.
Waiting to reschedule the appointment now.

 

[surferjoe]

Yep. Passive-aggressive, sloppy, lazy, inefficient, dishonest. That's been my experience so far. Salinas Valley had my truck for two days for a job they described as 1/2 day tops. They never started on the repair. But they definitely wanted to keep the truck, going so far as to say, "Well, we typicaly do not allow you to pick up the truck before the repair is complete, but since the issue does not affect driving safety, we'll let you pick it up."

And similarly, all I can ask is Why? Why an appointment? Why not start the repair?

No idea, just completely broken.

 

[4Reeley]

Same experience. To the T. My previous dealership experience (a few years ago) was for a recall issue on an ICE F150, and they had me in and out within an hour (on the actual day/time of my original appointment, which sadly needs to be clarified).

 

[HaroldCal]

Yeah, that’s how they operate. I’m also trying to figure out why set an appointment if it’s just going to get parked.

But it could be there is only one EV specialist, who knows

He actually told me they have 2 guys trained so far, which I expected to be the case. But even with that, it still makes no sense to take it in 2 or 3 days before they are going to look at it.

Make the appt, write it up, and then schedule it to be dropped off on the actual day it can get looked at. Or even better, the night before.

 

[HaroldCal]

I go up to the service person I was assigned by email at the appointment time, and it was like i surprised her. I explained why I "Ok iIll go check your vehicle in".
After returning she asks what I need done, I say I thought I put it in the appointment notes. She says "I had to delete it to check your car in."
So of course the don't have the part for the recall ordered or the new tire I asked for.

Soooo much this. When I get there for a scheduled appointment, I expect them to either be ready and waiting for me, or just wrapping up the one ahead of me. I expect them to have my info right at their fingertips, and the whole transaction to take maybe 5 minutes.

 

[bmwhitetx]

 

[gapsd]

Soooo much this. When I get there for a scheduled appointment, I expect them to either be ready and waiting for me, or just wrapping up the one ahead of me. I expect them to have my info right at their fingertips, and the whole transaction to take maybe 5 minutes.

I wouldn't mind waiting to start the appointment if they had the parts I requested ordered, or called me to reschedule if they are back ordered.

 

[shutterbug]

I dropped my 23 Platinum off at the dealer today for a short list of small items, but mostly to deal with 2 issues:
- The Torque click TSB
- The loss of comms issue

For the latter issue, I fully expect that they won't have any resolution to it yet, but I thought it important to get on the board and be counted.

I had an appointment for 9:30. Got there at 9:15. Spent the next hour re-explaining everything that I had so painstakingly written up in my original appointment notes. And since this was the first time this SA had taken in a Lightning, I had to explain how everything worked, too. I was very detailed in my original appt notes, in hopes that those details would make it to the actual technician, and that I wouldn't have to explain everything again. I provided the TSB number for the TOrque Click. I mean, I handed it to them on a silver platter.

So they took my truck, and told me they probably wouldn't even look at it until Friday or Monday.

W.T.A.F.

"Then why are you taking my truck today? Why did I have an appointment at a specific time? Why don't I just drive it until Friday, and you let me know when you will actually look at it!"

Last time I really dealt with service, an appointment meant that they would be looking at it that day, or possibly the next morning if their previous RO ran long. Is this how all service departments are operating nowadays? It seems that the way they handle the whole process is all about keeping a permanent backlog on their end, with no regard for how much their practices inconvenience the customer.

They didn't have any loaners, so they ordered me a Lyft to the Hertz location a few miles away. I then spent another hour there, waiting for them to slowly slog through the paperwork to put me in a rental ("Who is your employer?" - My actual answer: "Not at all relevant, Inc". Whole morning shot. All said, ended up being about 2.5 hours. At least they did put me in a rental. So I'm grouchy about the hassle, but better than being without a vehicle.

It's not how all dealerships operate. It's how some of them want to operate.

I had a similar experience 2 years ago when I first got my MME. I told them to bring my car back and drove off. I then started calling all local dealers until I found one that committed to actually look at it the next day (a Saturday). No way we should accept this way of doing business. Incidentally, I never went back to he original dealer again, and ended up buying Lightning at the dealer that was able to schedule a real appointment.

 

[Replika]

Made two appointments for software updates and a rattle. One a week in advance, the second two weeks in advance. I asked them to let me know before the appointment if anything changes. I requested a loaner.

Arrive at the appointment and am told they are "days behind" have no loaners and want to hold the truck for an indefinite number of days. "The appointment is just to talk to an advisor." Not even phone call or text message before I drove all the way over.

In my experience this has been happening with many different brands, including the luxury tier. I had to beg Porsche for 4 cylinder Macan loaner so they could perform a ridiculous passenger airbag sensor recall (the sensor took like 6 months to arrive, good thing we didn't crash).

It's funny that my Tesla service experience rates more highly than many established brands. I recognize that everyone has a different experience with them, but for me they showed up and did the work in my driveway. Easy peasy.

Needless to say, I'm still on 3.5.5.

 

[lightspeed]

Well, it's not how lexus, bmw, porsche service depts operate. But with Ford, GM, Dodge it just depends on each dealership.

 

[sotek2345]

I will say I have much better luck calling and talking to someone on the phone to set up the appointment vs. using the online system. None of them seem to know how to use that properly.

 

[Lytning]

Well, it's not how lexus, bmw, porsche service depts operate. But with Ford, GM, Dodge it just depends on each dealership.

It begins with placing customer service at the top of the priority list. Then, providing the systems and personnel to deliver customer service. I have a Lexus RX-350 from a "luxury" dealership. I usually wait at the dealership during service because they are so accurate in scheduling and performance. If a loaner vehicle is needed, they always provide it without me having to ask for one. My 2022 Lightning cost 58% more than my Lexus. Ford senior management needs to understand that they are now operating in luxury dealership territory.

 

[JC688]

I have a Tiffin Wayfarer RV. The dealer would take the appointment so I can get in line for the work. The “park” time at the dealer is 1 to 3 months.

I get the best service at my local Porsche dealer.

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