I picked up my '05 X-Trail from my last dealership service, and when I got home I noticed the hood was covered in scratches - like something was stuck in the sponge when they washed it. I called the service manager right away, and he told me to bring it in so they can look at it. They ended up sending it out to get buffed. When I came to pick it up, the scratches were still very evident. The service guy told me to take it up with the manager (who conviently wasn't around) rather rudely..
So.. I'm going to call the manager.. and am thinking of talking to the dealership owner as well due to the attitude of the service guy..
What would you do in this case?
I'm thinking of asking them to repaint it.. The scratches are not right to the metal - but they are there, and can be seen - and since I take care of my vehicle, and hand wash it every week, I don't feel that I should have to live with scratches that they put on the hood.
I picked up my '05 X-Trail from my last dealership service, and when I got home I noticed the hood was covered in scratches - like something was stuck in the sponge when they washed it. I called the service manager right away, and he told me to bring it in so they can look at it. They ended up sending it out to get buffed. When I came to pick it up, the scratches were still very evident. The service guy told me to take it up with the manager (who conviently wasn't around) rather rudely..
So.. I'm going to call the manager.. and am thinking of talking to the dealership owner as well due to the attitude of the service guy..
What would you do in this case?
I'm thinking of asking them to repaint it.. The scratches are not right to the metal - but they are there, and can be seen - and since I take care of my vehicle, and hand wash it every week, I don't feel that I should have to live with scratches that they put on the hood.
DO..
Do:
If I read your post correctly, the Service Manager made an attempt / effort to resolve the problem for you by sending it out to get buffed.
Unfortunately that did not resolve the problem and the Service Manager (for whatever reason) was not available for further feed back / discussion with you.
I would not bother with the "Service guy" - - he's probably not far enough up the food chain to effectively deal with the problem.
I would attempt further contact with the Service Manager - in person would be preferable, as he has not yet seen the failed outcome of the "buffing".
After seeing it, he may well suggest a respray himself....
The outcome of your discussion with the Service Manager would dictate the next most appropriate step - if that means speaking with the dealership Owner, then you should advise the SM of your intention to do so....
Sometimes just that indication will produce the desired result.
The fact that they sent it out to be buffed suggests to me that they are taking some responsibility for the problem - - you just need to build on that fact.
Good luck with it and do let us know how it plays out...
Cheers = Roger
__________________ 2006 Platinum Bonavista # 0001 May you always have love to share, health to spare and friends who care. .
My father taught me a valuable lesson early on in life when dealing with suppliers/vendors/customer service people - "if the person you're talking to doesn't have the authority to say yes, speak to someone who does."
Go right to the top, in person.
A few weeks ago I tried returning an unused AC charger that I bought for a Blackberry after the 30 day return period, and the girl that worked in the store kept saying no because it was past the 30 day limit and there was "nothing she could do - it says so right on the receipt". I mean we all know there's always a way to do anything. Anyways I stood there at the counter in the busy store for like 10 minutes arguing with them until the store manager finally stepped in and refunded me in full. The girl who first helped me (the "Service guy" in your case) didn't have the authority to say yes, so I dealt with someone who did. It works - and you're a customer, and if they messed up your car, the service manager or dealership owner shouldn't have a problem fixing it for you.
BTW, which TO dealership did you get your XT serviced at?
Another piece of advice that has served me well....
No matter how bad things get NEVER EVER get upset or loose your cool.
This doesn't mean not to be persistent; it's just to make sure NO ONE ever has a chance at revenge... You know like spitting in your food at the restaurant or in this case putting the wrong oil in the wrong hole or worse...
I have found that if you are polite enough and witty enough, there is always a way.
On one occasion someone from my work place was at the dealer giving shit & treating the clerk rotten and with foul language... I don't know who was wrong and who was right but I was embarrassed just to even know the guy. What I am sure of is that he would have done FAR BETTER with diplomacy.
What is your technique?
Just curious to know what you guys think...
__________________
ValBoo. Click Here For My Ride
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Would agree up to a point VB, we'd all prefer to get things resolved with sweet reason but there can be times when it just isn't enough to persuade someone to do the right thing. Sometimes the people who should be taking the decisions deliberately hide behind their staff. That's when dealing with someone else as 2006 suggests and making it clear you won't be fobbed off, no matter how long it takes, is the only way.
thanks for your advice guys.. I was a bit heated on the day I got my XT back with the scratches still evident under the wax - plus with the poor attitude of the service guy. I've choosen to leave a message for the Service manager to call me back. I'm a pretty reasonable guy. My other issue is having to go back and forth to the dealership. We only have one vehicle, and have a small baby - so the more trips there, the more inconvienence for me.
No matter how bad things get NEVER EVER get upset or loose your cool.
This doesn't mean not to be persistent; it's just to make sure NO ONE ever has a chance at revenge... You know like spitting in your food at the restaurant or in this case putting the wrong oil in the wrong hole or worse...
Good advice ValBoo!
Quote:
My father taught me a valuable lesson early on in life when dealing with suppliers/vendors/customer service people - "if the person you're talking to doesn't have the authority to say yes, speak to someone who does."
Also excellent advice.
Just a little complementary comment from me - remember the lowly service guy or department manager just works there; don't give him to much of a hard time. Use to work at a supermarket + people used to go ABSOLOUTELY INSANE over often little things, complaining and vowing 'to never shop there again'. If you have real beef about something, go straight to the owner/manager (i.e. Nissan USA manager in your case) and 'have a go' at him, its ultimatley his problem after all, and like's been said; he can do something about it. People sometime forget that it's not the dude behind the counter thats caused the problem, and in your case it's likely to just be some under paid student washing cars . Be persistant and a little forceful, but always be happy and polite + throw in some sweet talking for good measure and you'd be amazed at the results. Many-a-time i've seen people walk away with more than they wanted/need of stuff for free just for showing a little patience and manners. Hopefully in your case they may remove and reapply the clear coat.
just a quick update.. the Service Manager didn't bother to call me back - so I had to call him. Now he's telling me that he doubts the scratches I'm talking about are from them, and probably a car wash. I think I took my XT through a car wash twice in its lifetime, and the rest is all hand washed by myself (or by Nissan). At this point I'm getting a bit angry - if they didn't think they scratched it in the first place - why would they pay to have it sent out to be buffed?? .. anyway I have agreed to bring it back in for him to look at next week.
I'd email the serivice manager this thread - un-editted (including my post).
I mean, it's got the dates and everything so it should add up with their records of your visit.
And if you didn't really believe the scratches happened at their locale, you'd have to be some sort of a psycho to go to all the trouble of creating a thread and sending it to them as some sort of elaborate rouse.
I don't think anyone reading this would doubt you're sincere in your belief.
And not to threaten, but if this turns sour, there are probably more than a few Toronto area X-Trail owners (myself included) who would like to know just what dealership you had a bad (or good if it works out) experience with. I notice you've (intentionally?) left that info out so far and I think that's important.
Plus you said it yourself, if they weren't to blame why'd they buff it in the first place?
or worse...
. Be persistant and a little forceful, but always be happy and polite + throw in some sweet talking for good measure and you'd be amazed at the results. Many-a-time i've seen people walk away with more than they wanted/need of stuff for free just for showing a little patience and manners. Hopefully in your case they may remove and reapply the clear coat.
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