hyundaitech

Hyundai compiles these numbers for each and every dealer. To my knowlege,
7 is a failing score, but I haven't seen Hyundai's explanation of the
grading. For all I know, that's part of the BS the customers are fed to
get them to give higher ratings. FWIW, more and more surveys now have
high score requirements to combat the high-score coaching that customers
receive.

Hyundai currently has a reward program set up with advisors based on their
csi scores. To my knowledge, advisors get "money" or points or something
similar that they can use to choose items as reward. Reports from the
advisors I work with are that it's decent stuff. Can't recall any
specific examples off the top of my head.

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Edwin Pawlowski

"631grant" <tjwitman@bellsouth.net> wrote in message
news:OWqCk.39327$bx1.4199@bignews1.bellsouth.net.. .
> Wow, you hit my MAIN gripe about dealerships right on the head,
> hyundaitech!!! Why do they hire the most ignorant (car wise) people for
> the service advisor position when he/she should be the most
> knowledgeable???? I absolutely hate talking to them because it's like
> talking to the wall. I pride myself on knowing cars after 50 years of
> shade tree work and when I go in explaining all the symptoms and the tests
> I've done, I expect them to take that into account. All they do is write
> down some stupid non-technical explanation of what the car is doing. So
> damn frustrating! I've gone as far as insisting that I talk to the
> mechanic who will be working on it.

Your situation is far from the norm. How many people give the service
writer technical information? I'd bet that 99.9% give information like "it
makes a funny noise" or "it sounds like a rattle" and a few technical terms
like "it goes thump, thump, thump" The service writer is there for his
special talents like "do you want a tire rotation too?"

Rather than have a high paid and high skilled writer, that person is
probably doing the real diagnostics of translating that thump to what needs
to be done. No matter what you or I think, it comes down to what is most
profitable..

Matt Whiting

Edwin Pawlowski wrote:
> "631grant" <tjwitman@bellsouth.net> wrote in message
> news:OWqCk.39327$bx1.4199@bignews1.bellsouth.net.. .
>> Wow, you hit my MAIN gripe about dealerships right on the head,
>> hyundaitech!!! Why do they hire the most ignorant (car wise) people for
>> the service advisor position when he/she should be the most
>> knowledgeable???? I absolutely hate talking to them because it's like
>> talking to the wall. I pride myself on knowing cars after 50 years of
>> shade tree work and when I go in explaining all the symptoms and the tests
>> I've done, I expect them to take that into account. All they do is write
>> down some stupid non-technical explanation of what the car is doing. So
>> damn frustrating! I've gone as far as insisting that I talk to the
>> mechanic who will be working on it.
>
> Your situation is far from the norm. How many people give the service
> writer technical information? I'd bet that 99.9% give information like "it
> makes a funny noise" or "it sounds like a rattle" and a few technical terms
> like "it goes thump, thump, thump" The service writer is there for his
> special talents like "do you want a tire rotation too?"
>
> Rather than have a high paid and high skilled writer, that person is
> probably doing the real diagnostics of translating that thump to what needs
> to be done. No matter what you or I think, it comes down to what is most
> profitable..

Yes, I suspect this is true more often than not. However, in my case I
asked for three very specific maintenance items and it would not have
taken any knowledge at all for the person who gave me the appointment to
have walked 50 feet to the parts department to see if the parts were in
stock. And then when the parts man said, as he did while I was there
that morning, "we don't stock those parts as nobody ever replaces them",
they could have had the service manager call me on the phone and tell me
that they don't replace those parts even though the manual calls for it.
I could have then saved a trip to the dealer. This isn't rocket science.

Matt

Edwin Pawlowski

"Matt Whiting" <whiting@epix.net> wrote in message
> Yes, I suspect this is true more often than not. However, in my case I
> asked for three very specific maintenance items and it would not have
> taken any knowledge at all for the person who gave me the appointment to
> have walked 50 feet to the parts department to see if the parts were in
> stock. And then when the parts man said, as he did while I was there that
> morning, "we don't stock those parts as nobody ever replaces them", they
> could have had the service manager call me on the phone and tell me that
> they don't replace those parts even though the manual calls for it. I
> could have then saved a trip to the dealer. This isn't rocket science.
>
> Matt

Matt, you don't think the guy you spoke to actually knew what parts to ask
for do you?

Matt Whiting

Edwin Pawlowski wrote:
> "Matt Whiting" <whiting@epix.net> wrote in message
>> Yes, I suspect this is true more often than not. However, in my case I
>> asked for three very specific maintenance items and it would not have
>> taken any knowledge at all for the person who gave me the appointment to
>> have walked 50 feet to the parts department to see if the parts were in
>> stock. And then when the parts man said, as he did while I was there that
>> morning, "we don't stock those parts as nobody ever replaces them", they
>> could have had the service manager call me on the phone and tell me that
>> they don't replace those parts even though the manual calls for it. I
>> could have then saved a trip to the dealer. This isn't rocket science.
>>
>> Matt
>
> Matt, you don't think the guy you spoke to actually knew what parts to ask
> for do you?

I don't know what he knew. I specifically told him that I had a 2006
Sonata and wanted three things replaced per the owner's manual chart:

Fuel filter
Fuel tank air filter (and I emphasized to him that I did NOT mean engine
air filter as I do that myself)
Canister

I don't know how much more he would have had to know to ask the parts
department for these three parts for a 2006 Sonata. :-)

Although, when I was there the parts man couldn't even find the fuel
tank air filter. I had to show him where it was on his own diagram!
Sheesh...


Matt

Edwin Pawlowski

"Matt Whiting" <whiting@epix.net> wrote in message
>
> I don't know what he knew. I specifically told him that I had a 2006
> Sonata and wanted three things replaced per the owner's manual chart:
>
> Fuel filter
> Fuel tank air filter (and I emphasized to him that I did NOT mean engine
> air filter as I do that myself)
> Canister
>
> I don't know how much more he would have had to know to ask the parts
> department for these three parts for a 2006 Sonata. :-)

How many calls a day does he get? How many times would he know to ask if
the parts are in stock? You were talking to an order taker, not a
technician, not a parts guy, not a person that cared. Could even have been
the janitor or the salesman's mother filling in that day. To think that he
has any knowledge of what goes on in the shop is expecting to much. I have
no idea of what the dealer's "in-stock" score is, but most common parts are
there or can be easily had. They don't check, never will check.

Matt Whiting

Edwin Pawlowski wrote:
> "Matt Whiting" <whiting@epix.net> wrote in message
>> I don't know what he knew. I specifically told him that I had a 2006
>> Sonata and wanted three things replaced per the owner's manual chart:
>>
>> Fuel filter
>> Fuel tank air filter (and I emphasized to him that I did NOT mean engine
>> air filter as I do that myself)
>> Canister
>>
>> I don't know how much more he would have had to know to ask the parts
>> department for these three parts for a 2006 Sonata. :-)
>
> How many calls a day does he get? How many times would he know to ask if
> the parts are in stock? You were talking to an order taker, not a
> technician, not a parts guy, not a person that cared. Could even have been
> the janitor or the salesman's mother filling in that day. To think that he
> has any knowledge of what goes on in the shop is expecting to much. I have
> no idea of what the dealer's "in-stock" score is, but most common parts are
> there or can be easily had. They don't check, never will check.

I'm pretty sure I was talking with the service manager. The parts were
not "there" as I was there when the service manager decided he should
check on the parts before I left my car that morning. The could not be
easily had, it would take two days to get them in.

I agree with you that they probably don't check and never will. That
doesn't make it right though or good business practice. The local
Chrysler dealer that I deal with (I've owned several Chryslers before
buying the Sonata) DOES check and always has. The contrast in service
departments is quite amazing I am find out. Similarly, I use a local
Chevy dealer for my truck and they check also ... usually while I am
still on the phone. They then tell me when the parts will be in and we
then make the appointment for service.

Matt

631grant

That's MY point exactly. Why have some stooge stand out there and make the
dealership look like a bunch of idiots when you can have a knowledgeable
person standing there and interfacing with parts and service departments to
give the customer service and not just lip service?


"Edwin Pawlowski" <esp@snet.net> wrote in message
news:de4Dk.1321$x%.1079@nlpi070.nbdc.sbc.com...
>
> "Matt Whiting" <whiting@epix.net> wrote in message
>>
>> I don't know what he knew. I specifically told him that I had a 2006
>> Sonata and wanted three things replaced per the owner's manual chart:
>>
>> Fuel filter
>> Fuel tank air filter (and I emphasized to him that I did NOT mean engine
>> air filter as I do that myself)
>> Canister
>>
>> I don't know how much more he would have had to know to ask the parts
>> department for these three parts for a 2006 Sonata. :-)
>
> How many calls a day does he get? How many times would he know to ask if
> the parts are in stock? You were talking to an order taker, not a
> technician, not a parts guy, not a person that cared. Could even have been
> the janitor or the salesman's mother filling in that day. To think that
> he has any knowledge of what goes on in the shop is expecting to much. I
> have no idea of what the dealer's "in-stock" score is, but most common
> parts are there or can be easily had. They don't check, never will check.
>

Edwin Pawlowski

"631grant" <tjwitman@bellsouth.net> wrote in message
news:QEDDk.41041$bx1.15593@bignews1.bellsouth.net. ..
> That's MY point exactly. Why have some stooge stand out there and make
> the dealership look like a bunch of idiots when you can have a
> knowledgeable person standing there and interfacing with parts and service
> departments to give the customer service and not just lip service?
>
>

Simple. Money.
Does the customer care? No, aside from very few people. 99% tell the
service guy "my car goes thump, thump. Please fix it"
They don't give a damn if the service writer knows what may be wrong, what
parts are needed, or it if is the ball joint or the kadiddlepin.

When you buy a flight ticket do you ask if the seller knows how to fly the
plane?

631grant

Ah, that brings back memories of me flying 'Joe's Flying Service' from
Michigan to O'Hare in a 4 place twin Piper. Just me and the pilot sitting
in the two front seats. The idiot goes to land and THEN discovers he forgot
to put his landing gear up when we took off....... Then the tower at O'Hare
screams at him that he is landing on the taxi way!!!!! No lie!!!! So, if
you fly Joe's Flying Service, by all means, ask him if he can
fly..............

AS for 99% of the people describing their problems as thumps and bumps,
you're way off base. I was behind (thank you!) a pretty young thing while
she was describing quite well what was wrong with her Tiburon and the idiot
woman taking down the information just looked at her like she was from outer
space. Then I got there and just asked for the mechanic, which she was
astounded to hear. I can't tolerate stupidity................ I guess
that's why salesmen and I don't get along during negotiations. When a
salesman doesn't know how to open the hood of the car he's trying to sell
me, he's lost the battle.
Oh, and then the woman comes back and asks me if I want them to put 4 new
tires on since mine are almost worn out. And then, after being told that I
was aware of the tread wear and would take care of it, she comes back a few
minutes later to ask me if I wanted one of their $75 cabin air filters, to
which I replied 'Hell no!'. She came in a third time, but turned around and
left when she saw my expression. So, sure it is about money. My Money!!!
Which I will NOT spend at that dealership. Now does it make sense to put a
knowledgeable person at the service desk?? Of course, it does!!! My local
Ford and Chevy dealers have very knowledgeably people at that position.


"Edwin Pawlowski" <esp@snet.net> wrote in message
news:VSDDk.1654$as4.1503@nlpi069.nbdc.sbc.com...
>
> "631grant" <tjwitman@bellsouth.net> wrote in message
> news:QEDDk.41041$bx1.15593@bignews1.bellsouth.net. ..
>> That's MY point exactly. Why have some stooge stand out there and make
>> the dealership look like a bunch of idiots when you can have a
>> knowledgeable person standing there and interfacing with parts and
>> service departments to give the customer service and not just lip
>> service?
>>
>>
>
> Simple. Money.
> Does the customer care? No, aside from very few people. 99% tell the
> service guy "my car goes thump, thump. Please fix it"
> They don't give a damn if the service writer knows what may be wrong, what
> parts are needed, or it if is the ball joint or the kadiddlepin.
>
> When you buy a flight ticket do you ask if the seller knows how to fly the
> plane?
>

Edwin Pawlowski

"631grant" <tjwitman@bellsouth.net> wrote in message
> left when she saw my expression. So, sure it is about money. My Money!!!
> Which I will NOT spend at that dealership. Now does it make sense to put
> a knowledgeable person at the service desk?? Of course, it does!!! My
> local Ford and Chevy dealers have very knowledgeably people at that
> position.
>

No, not really. You are one of the very few that actually knows what the
problem may be and what you want done. It does not pay to put a high paid
knowledgeable diagnostician there for the 99.5% of the people that just say
it goes "thump, thump, thump".

The good tech/service writer may be able to get your car fixed, but they
won't do so good at selling you tires or cabin air filters.

631grant

How can you say a good tech/service writer wouldn't do so good at selling me
other items? If a knowledgeable service writer tells me that I have other
issues with my car, I would take his advice to heart whereas the 'typical
Hyundai' service writer would not have a chance of selling me anything.
Your 180 degrees out. You are looking down on the customer's knowledge
while I'm looking down on the service writer's. Sure they take advantage
of many women customers both in the service area as well as the sales area
but there really are people out there with more than half a brain. They
aren't ALL in Congress......... or running for the Presidency.



"Edwin Pawlowski" <esp@snet.net> wrote in message
news:QtVEk.2294$c45.1019@nlpi065.nbdc.sbc.com...
>
> "631grant" <tjwitman@bellsouth.net> wrote in message
>> left when she saw my expression. So, sure it is about money. My
>> Money!!! Which I will NOT spend at that dealership. Now does it make
>> sense to put a knowledgeable person at the service desk?? Of course, it
>> does!!! My local Ford and Chevy dealers have very knowledgeably people
>> at that position.
>>
>
> No, not really. You are one of the very few that actually knows what the
> problem may be and what you want done. It does not pay to put a high paid
> knowledgeable diagnostician there for the 99.5% of the people that just
> say it goes "thump, thump, thump".
>
> The good tech/service writer may be able to get your car fixed, but they
> won't do so good at selling you tires or cabin air filters.
>
>
>
>

Edwin Pawlowski

"631grant" <tjwitman@bellsouth.net> wrote in message
news:i%WEk.36561$IB6.35348@bignews8.bellsouth.net. ..
> How can you say a good tech/service writer wouldn't do so good at selling
> me other items?


Because GOOD service techs are honest and don't try to push things you don't
really need. The personality of the typical service/engineer type is
different than a sales type. There are exceptions , of course,