Service woes

[murphy Lurker Find all posts View Profile Close murphy]

So I recently bought a 1998 3.4l GXL Auto and soon realised that it was up for its 160k service. I was not happy with the prospect of an $840 bill but figured its best to bite the bullet and get all fluids replaced now so everything is at a good starting point.
Just had a call from the mech and im looking at an extra $300 (+gst) to get the front brake pads replaced and disks machined. 3mm left on pads apparently. And $940 (+gst) for the rear brakes, handbrake shoes and a new axel seal kit. Problem being diff oil leaking on brake pads.
This is turning out to be a nightmare but I am thinking i should just bite the bullet harder and carry on. Does this sound right to you guys?
Thanks

[RogueAussie Senior Member Find all posts View Profile Close RogueAussie]

Re: Service woes

Short answer ... Yep.

Just got my 160k done at my local Toyota dealer. They quoted me about the same. Then I needed rear break pads, rear break rotors (too worn to machine), machine the front rotors ... anyway, long story short I think I was up for about $1200 or so. I opted for non-genuine rotors as they are a couple hundred dollars cheaper then genuine ones.

BUT ... to add insult to injury, I drove away from it thinking, "shit yeah ... car must be tip top now", but in about a week I got a LOUD whining noise when turning the wheel. A little investigation found that the theiving F***S had either drained and not replaced or just simply failed to check the power steering fluid :evil: and for those that may comment on it .. there is no leak. I am still to contact them about it as every time I think of it I fire up big time :!: Oh, they did remove my floor mat from the driver's floor because "it wasn't attached to the floor and was therefore a hazard" ... what about doing what I paid you to do then ... F*** :!: :!: :!:

[xlr8_87 Advanced Member Find all posts View Profile Close xlr8_87]

Re: Service woes

Just had all 4 brake rotors replaced just before I hit 170000. Pretty good run to have gotten that far I think.

[tassie tiger Advanced Member Find all posts View Profile Close tassie tiger]

Re: Service woes

BUT ... to add insult to injury, I drove away from it thinking, "sh!t yeah ... car must be tip top now", but in about a week I got a LOUD whining noise when turning the wheel. A little investigation found that the theiving F***S had either drained and not replaced or just simply failed to check the power steering fluid :evil: and for those that may comment on it .. there is no leak. I am still to contact them about it as every time I think of it I fire up big time :!: Oh, they did remove my floor mat from the driver's floor because "it wasn't attached to the floor and was therefore a hazard" ... what about doing what I paid you to do then ... F*** :!: :!: :!:

Hands up those who have never made a mistake.............

Before you start expletives why not ring and tell them....they may even 'fix it' for you :?

[RogueAussie Senior Member Find all posts View Profile Close RogueAussie]

Re: Service woes

Sorry champ but beside the power steering fluid and not checking the spare tyre which turns out was flat (ok I didn't check it myself but I also don't expect people to pay me to check it), then to go to the extent of removing a floor mat that can be bought in any vehicle accessory store and many vehicles aren't fitted for floor mats that can be secured in place ... I think I have a right to use a few expletives when paying in excess of $1000 for a poor/incomplete service, hell, they even suggested I need new whiper blades (which they charge a rediculous amount for) when I'd fitted new blades only 2 weeks prior. They have a checklist to follow for the service, it is sheer laziness that these things are overlooked. Not claiming to be perfect, but as a person in a position that deals with customer service on a considerably large scale, I know you should check and double check that you have done the right thing as it can cost the company money and you your job. I have two vehicles that I have serviced at this dealership (one that is under warranty, if only for a short time longer), neiter of which will go back there for a service in the future.

As for taking it back, why should I have to take more time off work to go back a second time for them to finish a job they should have done right the first time. Costs me more money in time off work.

[fishfinder Advanced Member Find all posts View Profile Close fishfinder]

Re: Service woes

Sorry champ but beside the power steering fluid and not checking the spare tyre which turns out was flat (ok I didn't check it myself but I also don't expect people to pay me to check it), then to go to the extent of removing a floor mat that can be bought in any vehicle accessory store and many vehicles aren't fitted for floor mats that can be secured in place ... I think I have a right to use a few expletives when paying in excess of $1000 for a poor/incomplete service, hell, they even suggested I need new whiper blades (which they charge a rediculous amount for) when I'd fitted new blades only 2 weeks prior. They have a checklist to follow for the service, it is sheer laziness that these things are overlooked. Not claiming to be perfect, but as a person in a position that deals with customer service on a considerably large scale, I know you should check and double check that you have done the right thing as it can cost the company money and you your job. I have two vehicles that I have serviced at this dealership (one that is under warranty, if only for a short time longer), neiter of which will go back there for a service in the future.

As for taking it back, why should I have to take more time off work to go back a second time for them to finish a job they should have done right the first time. Costs me more money in time off work.

It is not allways the dealership but the individual that worked on your car that should be taken over the coals - How are they going to pull this person in line if every one has the same attitude and dont let them know . Why not call them and request they send a mobile mechanic out to you ?

[RogueAussie Senior Member Find all posts View Profile Close RogueAussie]

Re: Service woes

This is certainly something I am happy to debate (sorry for the thread hijack though).

As for it being the individual, I can't go in and lay blame/point the finger at the mechanic as I don't know who worked on my vehcile (I'd assume it is something the dealership service department maintain on there system). As far as a customer orientated buisness goes, it is the company that takes the heat for fault, not the individual. It is up to the company to take action following a complaint from the customer. I have since lodged a complaint with Toyota and how they deal with it is up to them. Additionally, whilst not the preferred method, complaints offer opportunity for businesses to re-evaluate the way they do business and fine tune practices. In saying all this, it doesn't mean I don't have the right to be angry with poor service that cost a lot on my hard earned cash. I'm not on a huge paycheck so what I spend on a service, I spend with the expectation that it will be done correctly the first time, an expectation that is by no means unreasonable.

The repairs are no longer an issue so far as vehicle operation is concerned. Considering I need my vehicle every day, I was able to fill the power steering fluid myself and rectify the flat tyre (ended up replacing the spare with a suitable A/T tyre), whilst not a huge issue doing it myself, as I said before, I paid the dollars with the expectation that these things would be done ... as per the schedule.

Next ....

[tassie tiger Advanced Member Find all posts View Profile Close tassie tiger]

Re: Service woes

Hey Rogue

I agree with your frustrations. I also work in a customer service role and manage a number of staff. What I have found is that rarely are mistakes made due to stupidity, lack of care or similar. Most of the time its down to systems failures and human elements.

My post was more to point out that people make mistakes and when they do they, or the company, should be told and given the chance to fix, or at least apologise for the mistakes.

I have an employee that was forgetting to do things and making all manner of mistakes. Frustrating, annoying and infuriating. Turns out he was having mini epileptic seizures during the day and each one resulted in a slight short term memory loss.

So I think you should have taken it back or at least rang so the boss knows.

And hell, when I was an apprentice I lost a cylinder head off a D7 cat dozer........for three days......the reason - I had discovered females are fun

cheers all