Passing on a tip.

[Bryan]

So yesterday I took my car into the dealership to have the 6000 mile service and warranty work done. I told the service manager that I wanted a 6000 mile service thinking that he knew that that included an oil change and tire rotation. (At least that was what was in the manual.) Well little did I know until I picked the car up that there was a big difference from what I said and what I wanted. I left scratching my head with a $100 bill. I was livid the whole day at work. To add salt to injury, the off center steering wheel that was supposed to be fixed was worse than before. (3rd time in the dealership for that.) I came back the next day to find out what was so expensive only to discover that I had in fact requested all of these needless inspections. (By the way, my car will be going in on Monday so they can try again with the steering wheel.) I didn't go off on the service manager only because I knew I requested the service. But I am mad at him because, as my service manager, he should know what my car needs and what it doesn't. So my advise to the "new car newbies" like me,...buyer beware!

[jimincalif]

Yup. Best to know your car's service schedule. Find a good independent shop for the major services, the quick lube places for oil changes, and the dealer for warranty work only.Until I bought the Vibe my other cars were 10 and 11 years old, long past warranty, so I was spoiled by my local shop, they are so easy to deal with and v good about getting it right the first time. Going back to dealer service is a lesson in customer abuse. I actually prefer listening to my 3 dash rattles than talking to a service ticket writer who just wants to sell my a $100 oil change in the guise of an xxxx mile service and then will call me in a few hours just to tell me they can't duplicate the problem! I've dealt with Ford, Nissan, Toyota, Mazda, Chevy, Lexus and now Pontiac. They are all basically the same, but Ford was by far the worst and Lexus a bit better than average.

[Mavrik]

just a tip for you both... know your vehicle's required service schedule, never just walk in and ask for a 6000mile service cause dealerships tack on their on schedule on top of the owners manual one... the owners manual one is pretty vague. BUT get that work done at the dealership. If you just show up for warranty work, should you ever need some assistance in the future, some dealerships will not go the extra mile to see that you get it from GM if all they see is you when you have a problem. Go there for the oil change, make sure you sign a work order autherizing JUST that because law states you do not have to pay for something you did not sign for. PLUS most dealerships will know your car a lot better then joe blow down the road and when your car is in the shop, should they see something warranty will cover but you never knew the problem was there, will inform you of it and schedule you back in to get it fixed.Believe it or not, there are repairs covered under warranty that don't rattle, clunk, tick or seem off centre, ones you'll NEVER know are there and will then never take in to be looked at. Best to let a good dealership and you develope a relationship because they will look after you in the end. Trust me it works. We have people at the dealership I work at, are on their 5-6th car, been coming there for the past 20 years, we know them by name and if there is a prob with their car and the question from GM comes up, "Their car is out of warranty, are they regular customers?" We can say and prove that yes they are and they deserve that good will assistance.Do what you wish though or what your experience tells you is the right way, but people who pay $100 for a 6000mile service without their oil change done, you need to tell them EXACTLY what you want and don't assume they just know.

[joatmon]

I do most of that stuff myself, and would never consider going to a dealer for an oil change. I enjoy working on cars, and have at least some limited aptitude, and enough tools to be dangerous I only went to the dealer for warranty work, and then only once for a door seal. Buyer beware is good advice. Regardless of what shop you take it to, be sure you understand what you are authorizing ahead of time.Did they give you any reason why they can not manage to center the steering wheel? That seems totally unacceptable, three times for the same problem and still not fixed. I don't have time to take a car back to the dealer multiple times for the same problem. I would be a little upset about the high bill for the 6000 mile service, but I would be furious about the steering wheel alignment. I would be asking loud questions of them about their technical competence

[jimincalif]

Hello Mavrik, I own a business and there is no question, if a client needs a favor or a bit of extra help, a good long term relationship means we'll do our best to accomodate. I would expect dealership service departments would be the same, it is human nature I would think. I'm glad to hear yours works that way, your customers benefit and ultimately the dealership does too. I read about such dealerships here, on Edmunds.com, etc.Unfortunately I've just never seen any evidence of it here (S Calif). With the exception of the Lexus dealer, the staff turns over so quickly, and their computer systems don't seem to retain any information, not even my name and address. Example - took our Nissan Quest in for service (a Nissan initiated service quasi-recall). Made an appointment a week ahead of time, get there and it is "who are you? who did you speak with? he's no longer here, failed the drug test " - I kid you not. So she writes it up, looks up the VIN to see what needs to be done, says it will be done the next afternoon. So at 5:00 the next day we call, get disconnected, call again, get put on hold, then some guy comes on and literally laughs at me expecting it to be done. I could relate a similar experience just recently re the Vibe, "who are you again? when did you call? who did you speak with?" He recommended a 15000 mile service I asked what it entailed, said oil change, tire rotation and "inspection", for $149, I declined. They kept the car 4 days, I went down after 2 days and took the guy for a ride, he confirms he hears the rattles, but they don't do anything. Time is on their side, you need your car, the warranty will eventually run out. They know it and take advantage of it.OTOH, I roll into the local Jiffy Lube, by the time I'm out of the car the guy has my license number punched into the computer, greets me by name, has my contact info up on the screen along with my service record, oil type, and recommends a tire rotation. I walk across the parking lot to Burger King, have lunch and the car is done when I am back, oil changed, tires rotated, fluids topped up and the inside vacuumed out, for maybe $40, and all accomplished over my lunch break.Dealers have it tougher than a focused service like a Jiffy Lube, I understand. I am willing to leave the car for a while when I take it there, I am polite and respectful, I know from my own business that being unpleasant doesn't get you any favors. I try to give them information to help them, like explain where the problem is and when is manifests itself. I go thru all this explanation and they write two words on the work order and will never talk to the tech who is doing the work.That's my experience, I wish it wasn't. I'm happy to give praise when it is due, but I've had 9 new cars over the years and the same experience. Maybe it is me, but in areas other than car dealers my customer service experiences seem pretty average, and I'm very happy with my local independent service garage where I took my Lexus and Toyota Previa. My solution now is to keep a car 10-12 yrs to minimize dealer interaction. P.S. Aren't you supposed to be on your way to Alaska now? Merry Chrismas to you both.

[Raven]

jimincalif I fully agree with you. Dealers are for warranty work only. Once in a blue moon there may be something that is so brand and model specific that only a dealership will have the diagnostics or tools to do the work but that is rare. My experience has been that if you have a list of 6 things for the dealer to fix, 3 will get fixed, 1 they will say is fixed and isn't and 2 they can't duplicate the problem even though you demonstrated it to someone in the service department.

[Stang2Vibe]

Quote, originally posted by joatmon »I do most of that stuff myself, and would never consider going to a dealer for an oil change. I enjoy working on cars, and have at least some limited aptitude, and enough tools to be dangerous lol. That sounds exactly like me, too! Quote, originally posted by joatmon »Did they give you any reason why they can not manage to center the steering wheel? That seems totally unacceptable, three times for the same problem and still not fixed. I don't have time to take a car back to the dealer multiple times for the same problem. I would be a little upset about the high bill for the 6000 mile service, but I would be furious about the steering wheel alignment. I would be asking loud questions of them about their technical competence ROFL. Joat, please stop it or people will start thinking that I somehow stole your site password and am posting as you. lol

[joatmon]

Stang and I are twins, just like in the movie, but I won't say which is Arnold Schartzeneggar and which is Danny Devito

[AzFusionGT]

The best dealer service experience I've ever had is with my Saturn. I've had the same service advisor since I bought the car new; he knows me by name, and he knows to put the seat all the back as I'm tall and a bit round in the middle. The car gets washed every time, and it never takes more than an hour for an oil change. The one time they had to order a warranty part, it took about three days to come, and then it took them no time at all to install it. They called me when they ordered it, and the day it arrived to schedule the appointment.Now let's talk Pontiac... I bought my Vibe at ------ Pontiac/GMC in Phoenix. When I took in for service, they hadn't a clue who I was or why I was there. Even after explanation, I ended up talking to another "advisor" who didn't have a clue either. Okay...so for next oil change and warranty work I go to --- Pontiac in Mesa. Same deal. The "advisor" tells me that the tires are due for rotation, and they can do it for "Only $19.95." No thanks I tell him, I can do it at home for free. He gets an attitude and says that he cannot warranty the tires unless I keep record of said rotation. Whatever I tell him as HE doesn't warrant the tires anyway, the manufactor of the tire does. About two hours later, the car is done. (An oil change only as the part for the shifter compartment has to be ordered.) Not only was it not washed, but there were dirty handprints all over the front and on the fenders. If only Pontiac service was like Saturn service...must be spoiled I guess.

[sylvainber]

before i read any more dealer bashing... i do go to my dealer for oil changes. they actually charge less than jiffy lube across the street. as with any other serviceable durable (sic) good, look for a reputable service provider. for me, that's my dealer. i bought the car there because their service dept (pontiac/gmc) came highly recommended by a colleague.the service manager drives a vibe so i don't have to deal with bs about it being a non-gm product at the core. and when i wanted power locks installed earlier this year, he sent me across the street to an independent to save me money. i know this sounds better than the 'typical' dealership experience (note: urban legend tends to affect what we consider typical) but this one is so far living up to their good name.my previous (ford) dealer was only fair. btw. both dealerships i've dealt with had big posters in the service area listing all that was included in the 600/1500/etc. services. there should be no surprises in that area .i work in a high service industry. we always recommend that customers shop their dealer first (it works for us). i feel lucky that my dealer is actually very good and comes recommended. their labor rate is comparable to the local repair shops and they offer me one advantage: they sold me the product and they have a vested interest in making sure it works well for me if i am to buy my next car there.sylvain

[Bryan]

I am going to wrap up this horror story for those that are interested.I decided after this event that I was going to try giving the dealer one more chance to redeem themselves. I had to wait a couple of weeks because I had family coming into town for the holidays. Meanwhile, my first refuel since the dealer and I discover something that sent me into a total meltdown. While refuling, I naturally check all my fluids, and I came to discover that the dealer had infact overfilled my oil by almost 3/4 of a quart! I was and still am livid! Once I was finally able to get my car into the dealership, I told my service advisor about it and he gave me some crackpot story about their oil pump not being properly calibrated. So I think to myself, even with my limited knowledge about cars, even I know to check the oil level after a change! So whatever! I tell my service advisor to take care of it and continue to tell him, while I'm looking him straight in the eye, "FOR THE LAST TIME, THIS IS NOT AN ALLIGNMENT ISSUE! DO NOT PERFORM ANOTHER ALIGNMENT ON MY CAR. I SIMPLY WANT MY STEERING WHEEL CENTERED!" Well, two days later, I get my car back. Steering wheel is still off center, 4th allignment performed, and the oil level had not been corrected. My temper finally met critical mass. That day, I consulted a specialty allignment shop recomended to me to see if they could correct the problem. The next day, I bring my car in and GET THIS! THEY CORRECT THE PROBLEM IN TWO ATTEMPTS TOTALING 15 MINNUTES WHILE I WAITED! FUTHERMORE, THEY DIDN'T CHARGE ME AND WANTED TO KNOW WHY THE DEALER COULDN'T PERFORM SUCH A SIMPLE ADJUSTMENT. I then drive from there and pick up all the fixins for an oil change. I changed my oil, correctly I might add, with a synthetic blend oil, and for 1/5 of the cost that the dealer charged me. I contimplated sending a letter to GM and the dealership about this but I figure, what good will it do? I have no intention of going back unless ABSOLUTLY NECESSARY. Comments? I'd love to hear them!

[ragingfish]

The oil issue is inexcuseable.'Nuff said.As to the steering wheel issue, this seems to be common. I don't understand what your dealer did or did not do to correct it. Nor do I know what the second place you went to did to correct it.In another thread, however, I mentioned that my understanding was the correct solution to the problem of the off-center steering wheel was simply removing and reseating the problem.However, our resident car expert MadBill was kind enough to point out to me I was very wrong.Quote, originally posted by MadBill »What often happens is that the steering is not locked exactly straight ahead when the toe-in is adjusted. The result is that the one tie rod is adjusted a little long and the other equally short, thus the wheel is crooked when driving straight. Sometime it can be corrected by re-positioning the wheel, but this is two wrongs trying to make a right.The thread is here: http://forums.genvibe.com/zero...68040I'm just putting this out there for anyone who, like me, thinks the solution is simply "reseating the wheel."

[joatmon]

You should complain to GM about that dealer.

[tnpartsguy]

Quote, originally posted by Sunny »jimincalif I fully agree with you. Dealers are for warranty work only. Once in a blue moon there may be something that is so brand and model specific that only a dealership will have the diagnostics or tools to do the work but that is rare. My experience has been that if you have a list of 6 things for the dealer to fix, 3 will get fixed, 1 they will say is fixed and isn't and 2 they can't duplicate the problem even though you demonstrated it to someone in the service department.I work at a dealership, so I have a different view, because I've seen too many recent model car get butchered up in someone's driveway, and some little back alley shop. Our dealership has over $200, 000 dollars invested in equipment to work on the cars we sell (Chevrolet/Buick), our sister store has over $320,000 invested (Pontiac/Gmc/Med Duty/Chrysler/Jeep). A lot of times we can beat the back alley guys price, because we have to tools to diagnosis the car, where he doesn't, and you pay for a lot of parts you may not have needed. That said, I also don't take my cars to the dealership for minor repairs. I have a guy that used to work for us at the dealership that was our used car checklist guy. He is certified on all Japanese lines, 99% of european (including Jag, Ferrarri, ect). He does all the stuff I don't want to do, can't find time to do, and is about 50% of what the dealer would charge, BUT, if I had a major repair, I'll take it to the Pontiac store. Just my .02.

[ragingfish]

I pretty much go to my dealer for anything except oil changes, tire changes, and lights...No matter the issue, big or small, my dealer treats me well...and their prices are ALWAYS fair...Many times, I've gone in asking stupid questions (i.e. trying to explain how I dented my oil and trans pans) and they haven't charged me to jack it up and give it a quick once over...

[nonstop]

My dealer claimed my 50000 km service schedule listed transmission service : fluid and filter. I had to prove that the service schedule in my manual listed the service as due at 100,000 km under any driving condition and that the 50,000 km recommendation was actually a cooling system flush and fill. You're all right, RTFM and watch your dealer. Especially since the Vibe is not a native GM product but a product that is production shared with Toyota.