Most people fit the sticker that comes with the filter to the airbox stating not to dispose of it. Faced with that I'd expect the technician to at least get the service manager to make a call to the customer, or simply do as requested and leave it and note it as not changed.
So much for dealer servicing
- Thread starter robj20
- Start date
Associate
- Joined
- 28 Nov 2016
- Posts
- 460
This thread interests me, as ive been offered a dealer servicing pack over 3 years at 20 quid a month.... now its a brand new car, something im not accustomed too, plus im on a PCP deal. So im assuming im not tied into them, but advisable to use them for services?
I do have a mate who is a manager of a private garage who I trust fully to do services properly for me, he specialises in Japanese cars as well, so thats a plus, so if I could take it to him, that would be ideal.
I do have a mate who is a manager of a private garage who I trust fully to do services properly for me, he specialises in Japanese cars as well, so thats a plus, so if I could take it to him, that would be ideal.
Soldato
Main dealer servicing can be pretty bad. A lot of techs are paid time bonus so servicing can be easy money if you're getting paid 2 hours and do it in less than an hour. I work at a Ford dealer, but it's a small one owned by partners, not a big chain and I don't get any bonus, and the company, while obviously wanting to be efficient, but also want a proper job doing. I've serviced plenty of cars that have had years of servicing at a local big dealership, yet I'm doing the 4th or 5th service and the wheels have never been off, drum brakes never been apart, cabin filters old if not original!
I take pride in any job I do, whether it's a service or anything else, it really annoys me when people cut corners and make this trade look like it's full of idiots and rip-off merchants.
I take pride in any job I do, whether it's a service or anything else, it really annoys me when people cut corners and make this trade look like it's full of idiots and rip-off merchants.
Soldato
I'd use the fuel filter as the main example in my complaint if it's clearly not been changed and you have a bill charging you for it, but note the other parts too.
I'd follow their complaints procedure and make it clear you'll be documenting your progress on social media.
I'd follow their complaints procedure and make it clear you'll be documenting your progress on social media.
I had this with a MG ZS, serviced at Vospers paperwork said pollen filter changed, it wasn't untill i took the ZS to a indy garage i found out the pollen filter had never been changed, When i went back to Vospers they said how would your local garage know, simple it still had the date stamped 06 which was the year of the car. The service manager didn't know what to say.
I hate having to take my car to any garage/dealer, especially when it comes to servicing; I've yet to have a fully satisfactory experience. I've only found one place where I've been happy with the work, but then they're super busy, never call you, don't have hire cars available etc.
I've had garages/dealers lie to me about the state of my tyres (stating the tyre tread is <2mm when it was 5.5mm), causing damage either by adding scratches, getting oil everywhere in the interior or gouging your alloys when they change tyres and being completely incompetent, charging you for parts which don't fix the problem then blaming the computer diagnosis.
My wife uses a local Nissan dealer which seem quite good, but the service prices are insane, literally double than an indy and basically only change your oil, filter and top up your screenwash, also last time, despite specifically telling them not to wash the car and having it crossed out on the sheet, they washed it, stripped the wax, caused loads of swirls and damaged the stripe sticker.
Good luck OP, I've never had much success when complaining about the work or damage caused.
I've had garages/dealers lie to me about the state of my tyres (stating the tyre tread is <2mm when it was 5.5mm), causing damage either by adding scratches, getting oil everywhere in the interior or gouging your alloys when they change tyres and being completely incompetent, charging you for parts which don't fix the problem then blaming the computer diagnosis.
My wife uses a local Nissan dealer which seem quite good, but the service prices are insane, literally double than an indy and basically only change your oil, filter and top up your screenwash, also last time, despite specifically telling them not to wash the car and having it crossed out on the sheet, they washed it, stripped the wax, caused loads of swirls and damaged the stripe sticker.
Good luck OP, I've never had much success when complaining about the work or damage caused.
I've had issues with a couple of dealerships. One where the car was reversed into something, given the damage to the bumper a wall. I sat waiting in the dealership for around 20 minutes for a lift home, when my lift arrived they were just driving out with my car to do diagnostics on the faulty wheel bearing (something the car had been in for a couple of weeks before). When I pointed out the damage to the car all the staff closed ranks and looked at the CCTV that clearly showed my car driving in with no damage to it, they claimed I must have done it whilst parking up as I'd taken a couple of minutes to go from the car park to reception as I was getting my lunch from the glove box. They replaced it reluctantly at half price, it did have some minor scratches to it beforehand that I was looking to have dealt with. The wheel bearing on the other hand they simply said I must have misdiagnosed it when I asked them to replace it, it was only after researching it that I found the ABS sensor that was faulty is part of the wheel bearing (Focus ST MK2.5).
The last instance was on another ST I bought that had advisories on tyres and brakes and so when it went in for its service (at another Ford dealership) I had the brakes changed, the tyres were being done elsewhere as I know the guy so he gives me a nice discount on them, however on the front OS wheel the locking wheel nut had clearly been done up with an air gun, completely stripping it and making it difficult to remove to get the spare on. I took it to a body shop who had to weld the wheel nut to a metal bar and remove it that way, the dealership that changed the brakes didn't want to know and simply said it was something I'd done in removing the wheel and putting the spare on! When I asked them about getting another wheel nut they said it would take about four weeks to get from Germany and with their master key the nut was too badly damaged. I've since replaced the locking wheel nuts on the car and put standard nuts on so this doesn't happen again.
Seems it's not just the Oxfordshire Ford dealerships that are terrible!
The last instance was on another ST I bought that had advisories on tyres and brakes and so when it went in for its service (at another Ford dealership) I had the brakes changed, the tyres were being done elsewhere as I know the guy so he gives me a nice discount on them, however on the front OS wheel the locking wheel nut had clearly been done up with an air gun, completely stripping it and making it difficult to remove to get the spare on. I took it to a body shop who had to weld the wheel nut to a metal bar and remove it that way, the dealership that changed the brakes didn't want to know and simply said it was something I'd done in removing the wheel and putting the spare on! When I asked them about getting another wheel nut they said it would take about four weeks to get from Germany and with their master key the nut was too badly damaged. I've since replaced the locking wheel nuts on the car and put standard nuts on so this doesn't happen again.
Seems it's not just the Oxfordshire Ford dealerships that are terrible!
Adding to my above post, I guess the dealerships know they can do it and get away with it because they pretty much have a captive market and can always fall back on the claim that it must have happened after they had worked on it, there may be other dealerships such as VWG, Vauxhall, etc in the area but unlike a supermarket there will be a lot more brand loyalty from the customer for those with cars either still in warranty if serviced by one of their approved dealerships or for those that want to keep a FSH intact.
I've had a few experiences over the years that made me wonder the competencies of main dealer garages. The first is Ford, who were quite embarrassed when I asked them if they had changed the engine, because when I brought it in it was a diesel but this new MOT cert says it's a Petrol! Secondly BMW who couldn't write down the registration of the car correctly and got it wrong on the MOT cert, that caused a string of letters from the DVLA making sure it was correct. Moral of the story - check your paperwork before leaving.
So the service manager did phone me back, he was very apologetic and instantly offered me a full refund.
Had a good chat with him actually, he said how he first checked the CCTV which shows he went no where near the glove box, he also cant see him changing the fuel filter. He then asked the tech if he had fitted the items charged for and he lied and said yes, only when shown the CCTV did he admit he only did the oil, oil filter and air filter.
So im going to get the lot done again anyway, only £95 for all the parts.
Had a good chat with him actually, he said how he first checked the CCTV which shows he went no where near the glove box, he also cant see him changing the fuel filter. He then asked the tech if he had fitted the items charged for and he lied and said yes, only when shown the CCTV did he admit he only did the oil, oil filter and air filter.
So im going to get the lot done again anyway, only £95 for all the parts.
Thats what i was thinking, but how many people would ever check what has or hasnt been done. From now on i will be asking for the old parts and the empty used bottles of oil, i wonder how often they charge for the correct oil but put any old stuff in. I have lost all trust in the trade.
Soldato
If it's a older Focus or Mondeo (2010) then aircon filter is a total pig to change - my last service I said don't change pollen filter change brake fluid - I did my own filter - no wonder they smiled when I said that - My AC is now cold and fast on speed two instead of four. Mine has been done in the past because there was only two screws holding the plate on. 
Associate
Good result that, he thought he best have a look at the CCTV before you asked for a look.
Cheers
Dave
Cheers
Dave
As a main dealer, this is unacceptable. Some more recent story (happened 1 week ago) I owned a Volvo V40 for about 2 years now. I take it to the garage every year for servicing and mot. This year it had to go 3 times. Cambelt, disks and pads and full service. Unfortunately didn't happen all at the same time. When I bought the car a couple of months later I started to hear a weird sound from the engine (not that good with cars) and asked the technicians to take a look. They told me that this is a Volvo engine and it can be a bit loud. All good. Just before going on holiday which is happening this week, in the end, I decided to take it back and ask them to have a second guess as the sound was getting worst. Guess what? The gearbox has started to give up now... and quoted me between 2 to 4 grand to fix. As it could be either the clutch, gearbox or transmission... can't tell until they take the gearbox out! Decided to trade it in an get another car in the end ...
The question is ... Should be actually trusted the main dealers? Or are they some cowboys same as others?
Only because they are using the genuine parts I don't think that actually makes them good mechanics right?
The question is ... Should be actually trusted the main dealers? Or are they some cowboys same as others?
Only because they are using the genuine parts I don't think that actually makes them good mechanics right?
Brand new one, you pull a side panel off, pull the vent trim off, take the glove box out and it's behind a panel. Literally 5 minute job.If it's a older Focus or Mondeo (2010) then aircon filter is a total pig to change - my last service I said don't change pollen filter change brake fluid - I did my own filter - no wonder they smiled when I said that - My AC is now cold and fast on speed two instead of four. Mine has been done in the past because there was only two screws holding the plate on.