The Survey

[Jedadiah]

I had a similar experience to OP's at a Volkswagen dealer a few years back. Since then, I just don't bother with the surveys anymore.
There have been a few dealers over the years who have actually called and asked why I haven't filled out the surveys. I've told them that if the surveys actually wanted the truth, I might.

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[subquark]

Every time I get work done at my local dealer, the service advisor tells me to expect a survey email and asks me to give him a great review. I‘m honest in my reviews, and if there was a problem I’m not giving 5 stars in every single category.

I recently had a screw in a tire so I went to QuickLane to get it fixed. After quite a while the advisor comes to tell me there was a problem. Something happened when mounting the tire and the tire bar dinged up the coating on my wheel. They were apologetic and set up a time for someone to come to my house to repair the wheel. It turned out fine.

Yesterday I get The Survey and the first question is ”how likely are you to recommend this dealership to someone else?”. So as some background I’ve had quite a few bad experiences with this dealership and I wouldn’t recommend it to som who has other choices but the advisor was nice so I gave a 3 rating. Most of the others were 3’s too because the service in general was absolutely mediocre. I did give a 5 when asked if any problems I had were taken care of to my satisfaction because they did a great job of fixing my wheel (that they damaged).

So last night after 6pm I get a call from the guy at QuickLane asking why I gave a bad review. I told him I didn’t, that a 3 is average and that’s what I got, at best, but did give them a 5 for how they fixed the problem that they created. He told me anything less than a 5 gets him in trouble with his boss. I told him that’s unfortunate since he’s not the person that damaged my wheel, but I’m not going to say everything was excellent when it was average, except for damaging my stuff, which is below average, and fixing my stuff, which they handled perfectly.

I guess my problem is Ford, at least at thi dealership, uses The Survey as a stick to threaten employees rather than a tool to improve. I’ve had much worse experiences at this dealership and it’s always the same thing. I get mediocre service then a service advisor who probably had nothing to do with causing a problem gets his a$$ ripped.

I’m not giving a glowing review unless I get glowing service. If an innocent service advisor doesn’t like how his employer deals with that, he should find a new employer rather than calling me at home. And the dealership should use The Survey to fix problems, not berate service advisors.

I plan to go to the Lincoln dealership next time I need something. A manager at Ford actually recommended that because he’s seen the same issues and says that doesn’t happen at the Lincoln shop.

Is this common everywhere or do I just have a bad shop?

I think you were very fair aand honest in your review. I'm sorry his pay is tied to the reviews, but don't be mediocre.

Way back, I was a manager at a Circuit City regional service center in Texas and we served 5 states. About half of the managers' salary was based on survey results, so a bad one really zinged us - but you know, retail ...

If it was me, I'd do a Google review of the dealership and share your story. I used Google reviews to select between two very close dealers and counted on them having some measure of truth (it wasa 4.6 vs 4.5 between the two).

An honest review that the world can see may lead to fewer grumpy 5g members!!! =)

Anyway, I back what you did and your logic.

Hmm, now the 4.5 has become a 4.7 ... new options for my service!

 

[rang19ca]

Many years ago, I was asked to do a survey about a company Freightliner that was worked on at the Freightliner dealer. I was honest about poor communication from them when the unit was ready for pick up. The owner had his manger come and talk to me in person about the review, He was very grumpy. I told him that as a business we rely on our trucks to make deliveries and we lose money if we can't use that truck. They never got another review by me.

 

[Radioman]

My take on the Ford survey is that my input is not going to be used properly for coaching and continuous improvement, so I don’t waste my time filling it out.

This

 

[Ranger Lariat]

The "Survey" aside, it is just sad that there would be any damage, or heck even a greasy finger print on a steering wheel or boot mark on your door or threshold after a DEALER does anything to your vehicle. I've yet (only 6k mi on mine) to have to visit my "Ford" dealer, but I've had it happen with other Mfg dealers when they've serviced a vehicle of mine.

The way I see it, this is the DEALER, so maybe a warrantee issue, OR maybe something I'm paying full price for. And we all know, the "Dealer" is never going to be a "deal" $. BUT, I figure the "Dealer" MUST know my vehicle better than anyone, and should have some pride in workmanship and care for the vehicle. After all the same logo that is on my grill is on their building. But.. sadly I've been proven wrong many, many times.

This is why, for example oil changes, which I have for "free" currently, I would still never have them do (or... the recall of my windshield, which I am NOT having them do any time soon), for fear of what would be messed up or simply done poorly leaving a mess. The less I ever have "them" do, which means the more I have to do, the happier I am when things are all said and done.

"Cars" are expensive, and having some one, let alone the "Dealer", mess them up is simply not okay with me.

Of course in this case, a tire issue, few of us have the ability to fix or replace this. So... you are stuck.

The vehicle I had before my Ranger was damaged (lifted incorrectly) by an actual tire shop, a place that ONLY does tires, when it had just 3k mi on it.

I find "experts" have less interest in doing the job right than I do - sadly.

So yes, give them an honest review. If they don't like it, that is their problem. AND if they hadn't screwed up something as simple as pulling / re-installing a wheel, you'd never have had to give them a "bad" review.

 

[Jason B]

It gets worse with surveys.
I have purchased Christmas gifts online from Wal Mart using my credit card.
I use the same card when shopping in store.
Then I receive this by e-mail. I get the same with Amazon for every purchase.

 

[Friday yet?]

everyone gets a trophy

Yep. But the big dogs expect the tracking colorful graphic chart to indicate top scores. Otherwise they send a nasty email downrange... as they head out to play golf.

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