Ok, it was a Kentworth dealership, and given a bit of research you might be able to tell exactly what dealership it was. Even then which particular branch of the dealership would still be nothing but a wild guess. My point in saying that, is this. I have never, in my recollection, posted my experiences on here with the express intent to be malicious or hurt anyone's business. If that was my intent, I would have absolutely no problem naming names from the get go. Heck even when I posted aout my experiences with the Deere dealers awhile back I never named any of the dealerships I was in contact with. In this instance, in my post the other day about the poor customer service from the parts dept, I never named names, nor did I do so in my latest post about the computer not showing a part, or the service dept not having a wiring diagram. In either case it's not the dealerships fault the OEM doesn't supply the part, but it is their fault that the higher powers in their stupidty told, or allowed some idiot to get rid of service data for the line of trucks they service. That's just plain stupid, who ever caused, or allowed it to happen is just plain stupid and I would have no problem telling them that to their face. In fact I've told a few over the years they were stupid for getting rid of their old paper manuals thinking that every bit of info the need would be on the computer.Funny thing the guys working there agree with me but were given no say.....Saddly it's a VERY common practice for dealerships to do that sort of thing regardless of the brand, or type of equipment they carry. Unfortunately the guys that have to deal with the problems it creates have no say in the deal as they are 'just' parts guys or mechanics and as such 'know nothing about the business' so why should the guy sitting behind the desk in his suit and tie listen to them???
With that said, I only posted the mfg name in reply to a post offering the posibility of assistance so he'd know what I was working on.
In this case my main intent was first, to vent, just like many on here do. Dealing with things like this on a near daily basis is frustrating to say the least, and over time has gotten to the point that is simply pi--es me off to no end. I say this because the majority of the problems I, and others in the the repair industry, encounter seem to be made by guys sitting behind a desk that have a business degree, know how to add and subtract, but that's about it. They have been trained to believe that you have to make money regardless of the cost to the customer. Too, they have been trained that the bottom line is RIGHT NOW, and in many cases couldn't see the future even if they had a time machine. This results in a companhy attitude that you need to slaugher the customer when the time comes and to heck with anything else. Problem is, like a guy told me once, you can milk a cow for years, but you can only slaughter it once. In other words they are so worried about getting their steaks to eat right now that they don't understand they can take the time to simply milk the cow and have something to drink, and make ice cream for desert, for years and years to come.
Nowdays, to them, slaughering your the customer comes by charging full, flat rate prices for jobs that, in reality, only take half as long as the book says it should (one of the reasons Dad left the dealership he worked for years ago), stupidly getting rid of service and parts manuals that would make a repair easy. Instead, with no manual, and having to search for parts, the job takes three times as long to 'figure out' for the skilled tech, or ten times as long for the rookie that has wasn't even born when the vehicle was produced and has never had to use his head to troubleshoot, without a computer to support it.
In the end many people view the dealership as the do all, be all, for everything. In reality they are nothing more than another business that the OEM can drop on a dime if they don't toe the line, that will gladdly jump ship to another brand if offered a better opportunity, etc, etc. In other words they are a business like any other. As such if they don't offer good customer service, regardless of the brand or type of equipment, their business will suffer eventually, be it the loss of a dollar or the loss of a million dollars. In either case lost money is lost money.........but the guys in the suits and ties will gladly lose a dollar to gain a dime because their math works like that on occasion. Heck put them to buying grease. Went through it with one customer years ago that 'saved' money buying the cheapest stuff on the market. It cost them a bundle in time and parts within a year. The second go round they improved the grease a but but refused to listen to us because what we recommeneded was twice as expensive. In the end they let the plant manager make the decision and when the changed to our recommended grease they were able to cut their greasing intervals by two thirds. Basically the grease was twice as expensive but in the end buying it saved them money not only in material costs, but also in parts and labor costs to repair what problems caused by the cheaper product. It took me nearly 4 years to get that through the heads of the suits since it didn't create and immediate cost savings at the point of purchase.
Ok, I got long winded there, as usual...LOL. My point though is that if I had wanted to really blast someone I would have, I DO NOT CARE. If a problem can't be aired, and learned from, then there are much larger problems than origionally imagined. As such I am not worried about doing business with somewhere/someone or not, because regardless of how important they feel they are, there are always other fish in the pond... and if they don't want the worm I dangle for them then I'll move on to another pond and feed the fish there.......
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