[PhilHVW]

I brought my Passat in to my local dealer's service department today to have the timing belt and timing belt tensioner changed. While I was there, I had them change the oil and replace a headlight.
They just called and said, the timing belt looks like it's in good shape, and if I want to change it, they have to order the parts for me. I made an appointment last week and was very clear I wanted both the belt and tensioner changed, I didn't ask for an appraisal on the condition of the belt, so why don't they have the parts?
The car is at 60k miles, and I don't want the darn belt to break. If the belt breaks after the dealer says it looks OK, do they pay to repair the engine? (I'm the second owner and it's out of my 50k warranty.) I only plan to keep the car for another year, year and a half at most, and we drive about 15k miles a year. Would you have the belt changed?

 

[vwguild]

Re: Why can't service departments do what you tell them? (PhilHVW)

Absolutely unbelievable...This is not warranty work, hence no phone follow-up
for a score...write the owner and let him know what incompetant help he has
in his employ...with any luck the whole group will get fired...
Go to another Dealer for Service...

 

[car_nut]

Re: Why can't service departments do what you tell them? (vwguild)

If you want good service you have to go to 93955 area, then you know everything will be OK!

 

[vwguild]

Re: Why can't service departments do what you tell them? (car_nut)

Unfortunately, it is not perfect here either...I think it really requires thinking
*outside the box*, and people who can do that are not always so easy to find.
In the Service Dept. Warranty survey question number 3 carries the greatest
weight..."Explanation of the work/service performed". As in this customer's
situation it would seem that the customer was forced to do that...really pathetic.
Here is another example, unfortunately from my own experience

Customer calls due to a Red coolant light...service advisor has the ability here
to get the VIN, pull it up and see the service history...sadly this was not done.
Customer given an appointment in a week.

Bottom line...Customer's car has 20+k on the clock...Last service at our facility
done at 5K...Would it not have been very simple to ask the customer the date
of the most recent service? Why did she not think??? "maybe we are a little low on Coolant here!!!" Maybe this car has not been serviced in 15K miles

"Come in first thing in the morning and let me take a look"...Totally simple, but totally overlooked...Go figure...

 

[car_nut]

Re: Why can't service departments do what you tell them? (vwguild)

I know this is off-topic but. Many years ago I managed an IT dept. and decided to change/upgrade all the computer equipment. After a little research I found I could get better prices and better equipment than IBM by using two new companies, Dell and Zeos. Prepared a detailed analysis for my boss, even impressed myself. A few days later I was told I could go ahead with the upgrade, but to spend more money and continue to use IBM. My boss and his felt why "rock the boat". Just as you were saying thinking outside the box is often discouraged. PhilH did everything right, covered all bases, then someone refuses to think. Just one more example of what's happened to service here. BTW, the two weeks I was LA before Thankgiving, service is much better than NY. And the food is great where ever you go.