Attention: TDR Forum Junkies FIRST THE BAD:
I live in Scottsdale, Arizona (Phoenix area) and have taken my truck to Ed Moses Dodge a few times for warranty work just because their location is convenient for me. The first time I went in (with and appointment) I was met by a service advisor that started the conversation by telling me all the reasons they couldn't fix my truck. After arguing for about a half hour they finally took it, kept it all day, and did nothing (there's more to this story, but not now).
I pull in their this morning (Thursday) without an appointment and told a service advisor I had a problem with my AC blower -- reduced air flow when on Max, sounds like something blocking the air duct. He told me that they were all booked up and I'd have to make an appointment. That's fine, I understand that. Afterall I didn't have an appointment and I understand why a garage would want to keep their schedule full so the mechanics aren't sitting around doing nothing. I say "fine let's schedule an appointment. " He tels me it will be Monday before they can look at it (fine with me) and they'll have to keep it two days. I say, "WHAT???!!! You don't even know what's wrong with it yet!!!" He says, "We're keeping everything at least two days because we're so busy. " He goes on to tell me that they were so busy yesterday they were turning customers away even if they had an appointment because they ran out of room on the service lot for all the vehicle.
Now this, I do NOT understand. Why would a dealer want to keep vehicles for two days no matter what's wrong? Can't they manage their schedule any better than that? This is rediculous! One time they kept my truck two days just to change a heater hose fitting. The mechanic told me it only took him 5 minutes so it's not the mechanics' fault.
Needless to say, Ed Moses Dodge will not be getting any of my business (sales or service) and I will recommend against them to anyone who'll listen.
NOW THE GOOD:
When I got to work I called a few other dealers. One left me on eternal hold. Another hung up on me. A third started the conversation with more excuses about how busy they were. Then I called Tempe Dodge. What a difference!!!!! The first guy I talked to was a service advisor. Unlike the other's I'd talked to, he actually knew it was automobiles they serviced there. I describe my problem and he proceeds to diagnose it and tell me how to fix it on the phone. He says if I want, I can just drop by and he'll show me where the return air duct is behind the glove box. No appointment, no two-day wait, just friendly knowledgable assistance. I relayed my Ed Moses Dodge story to him. Naturally, in his position, it wouldn't be good to bash another dealer. However, I'm a consumer so I don't have a problem it.
At Ed Moses Dodge I've never been treated well -- ever. Oh they were happy to get me a cup of coffee when they thought I was going to buy something from them. But in the service drive I'm just another cow in the herd (Mmmmooooooooo).
I've talked to a few co-workers that own Dodge's and they won't go anywhere else but Tempe Dodge. Now I know this was not a technically challanging problem. However, if it were I think probably any Dodge-trained mechanic will be about as good as another. You just have to get past the guys with the ties. That's where the difference is. Can you say "CUSTOMER SERVICE" (all together now).
So, if you live in the Phoenix area and you want a good service department, my advice would be go to Tempe Dodge. It's about two hours out of my way, but I'd drive farther than that just to get treated like a customer.
I live in Scottsdale, Arizona (Phoenix area) and have taken my truck to Ed Moses Dodge a few times for warranty work just because their location is convenient for me. The first time I went in (with and appointment) I was met by a service advisor that started the conversation by telling me all the reasons they couldn't fix my truck. After arguing for about a half hour they finally took it, kept it all day, and did nothing (there's more to this story, but not now).
I pull in their this morning (Thursday) without an appointment and told a service advisor I had a problem with my AC blower -- reduced air flow when on Max, sounds like something blocking the air duct. He told me that they were all booked up and I'd have to make an appointment. That's fine, I understand that. Afterall I didn't have an appointment and I understand why a garage would want to keep their schedule full so the mechanics aren't sitting around doing nothing. I say "fine let's schedule an appointment. " He tels me it will be Monday before they can look at it (fine with me) and they'll have to keep it two days. I say, "WHAT???!!! You don't even know what's wrong with it yet!!!" He says, "We're keeping everything at least two days because we're so busy. " He goes on to tell me that they were so busy yesterday they were turning customers away even if they had an appointment because they ran out of room on the service lot for all the vehicle.
Now this, I do NOT understand. Why would a dealer want to keep vehicles for two days no matter what's wrong? Can't they manage their schedule any better than that? This is rediculous! One time they kept my truck two days just to change a heater hose fitting. The mechanic told me it only took him 5 minutes so it's not the mechanics' fault.
Needless to say, Ed Moses Dodge will not be getting any of my business (sales or service) and I will recommend against them to anyone who'll listen.
NOW THE GOOD:
When I got to work I called a few other dealers. One left me on eternal hold. Another hung up on me. A third started the conversation with more excuses about how busy they were. Then I called Tempe Dodge. What a difference!!!!! The first guy I talked to was a service advisor. Unlike the other's I'd talked to, he actually knew it was automobiles they serviced there. I describe my problem and he proceeds to diagnose it and tell me how to fix it on the phone. He says if I want, I can just drop by and he'll show me where the return air duct is behind the glove box. No appointment, no two-day wait, just friendly knowledgable assistance. I relayed my Ed Moses Dodge story to him. Naturally, in his position, it wouldn't be good to bash another dealer. However, I'm a consumer so I don't have a problem it.
At Ed Moses Dodge I've never been treated well -- ever. Oh they were happy to get me a cup of coffee when they thought I was going to buy something from them. But in the service drive I'm just another cow in the herd (Mmmmooooooooo).
I've talked to a few co-workers that own Dodge's and they won't go anywhere else but Tempe Dodge. Now I know this was not a technically challanging problem. However, if it were I think probably any Dodge-trained mechanic will be about as good as another. You just have to get past the guys with the ties. That's where the difference is. Can you say "CUSTOMER SERVICE" (all together now).
So, if you live in the Phoenix area and you want a good service department, my advice would be go to Tempe Dodge. It's about two hours out of my way, but I'd drive farther than that just to get treated like a customer.
