I was going to post a very long detailed account of my last several dealings with this dealership's service, but decided against that. What I will post is a question to those on this forum who work at dealerships, or in customer service related jobs in general.

Why is it so hard to pick up the phone and update the customer on what is going on? The last 3 times I've been in for warranty work, I had to do the leg work to find out what was going on. One one occasion, when my wife called (I was out of town) she was told the truck was ready for pick up only to get there and find out it was still being worked on. Today, I'm getting the bed liner discoloration TSB done. I dropped it off yesterday afternoon and was told it would be ready at 2 today. When I went at 2:20, I was informed they had found a bubble in the liner and were looking into that.

No phone call to say it was not going to be ready, and the service writer who was working (not my regular guy) didn't seem to get the point. Am I expecting too much?

I think not. Perhaps the problem is the surveys are done for the initial purchase scenario, not for on-going customer satisfaction. Common courtesy should prevail with a service manager driving/ensuring the process. The techs should be responsible for advising management if there are . . . or going to be . . . delays. I would imagine there is no communications--written or otherwise--indicating that a time commitment had been made, ergo room for errors and customer satisfaction. Having been responsible for satisfaction of services and solutions for a fortune 100 company, excuses are unacceptable. I would ask to speak to the dealership General Manager and convey your discontent.

The wife and I plan to have a discussison with, at least, the service manager on Monday.

Happened again today!!!! Went to get the truck at 1:00. Had a huge chip out of the liner, hardware missing from the UT rails!!! Talked to the service manager (left no doubt that I was p'd off) and found out that he was the one who was waiting to call today. Lots of bubbles in the liner and he's waiting on corporate to call him back with approval for a new bed. Would have appreciated a call about that this morning, but at least I have an explanation as to why no call today.

As far as why no call on Saturday, turns out the body shop didn't know it had been promised for 2 pm. They knew it was an 8-10 hour job, so assumed it was due today. Bad service writer estimate on time caused that one.

I never leave my vehicle anywhere, I wait for it at the location the work is being done with an agreement of how long it will take for the work to be completed. They know I'm waiting, I don't run back and forth, and I can keep an eye on whats going on !!
If you leave your truck for service, be sure you can trust them because a friend from work took his Ram in for service and when he came back he discovered the dealer put 30+ miles on his truck and ran down the gas in the tank. The dealer told him they took it for a test drive but, actually they took the truck to lunch, ran some errands, and stopped at home(the techs home). My friend was FURIOUS and demanded they replace the gas and had some choice words to offer also. It goes without saying he found another dealer to take his truck to. Food for thought.

As some one who works for a dealer. The problems you are having should not be happening. If you are being told your truck will be done or you will be called at a certian time that should happen. As far as surveys It all depends on how the dealer has it set up. they are charged by nissan for every survey sent. We have all of our customers surveyed customer pay & warranty. Just remember everyone that these surveys are to get a reed on how good a dealer is doing. most people that are mad will send it back in. but most people that are satisfied will not. It is just like a child you must give good praise alogn with a good scolding. I think this deserves a new thread.

LDO, is this the Hall Nissan on Military HWY?
Their service is absolutely awful... the service advisor I dealt w/ not very pleasant to deal with! I was there this past Easter for an oil change while visiting my step son (he lives about a mile from there). To make a long story short, they "lost" my Titan after completing the oil change! The tech that did the oil change took it for a spin, then parked it out back. A new shipment of Titans and Frontiers were then off loaded in front of mine, totally blocking it from view. Anyways, ended up spending 3.5 hrs there... no sincere apologies, simply a few chuckles and no discount!
In my book, this dealership has absolutely NO CUSTOMER SERVICE SKILLS!!!!:damn: :usuck:

No, it's off of VA Beach Blvd, just across the street from my house, sort of. I think the one on Mil Hwy is Green Gifford.

Still waiting on the bed liner repair resolution. Bed Liner guru for corporate is moving from California to Tennessee. Apparently, that takes a LONG FRIGGIN TIME!!!!! Still no word from them. Don't know why they dealer can't make the call himself, but...

Can someone tell me why it is so hard to deal with dealerships in hampton roads. Hall nissan in Chesapeake wouldnt even look at me, what a bunch of a-holes. So when i was on leave i went to Pa where i got a great deal with non of the hassle. I made it a point to drive into the dealership with my new truck and give my sorry example of a salesman a nice little wave. Now i know why he said that they cant move any trucks.

Yes, Green Gifford is on Military Highway.....I just think all of the Hall dealerships have problems. When I purchased my truck (Hall Chesapeake), I was there from 3 p.m. until 10 p.m. Service department, not much better they say they will do stuff but wont follow up on it!

Not that it helps anything, but it's happened twice to me where I take the shuttle in the morning, they totally forget about me, and I'm stuck. Luckily I make small talk with the shuttle driver, and he doesn't mind coming to pick me up even if it's after work for him.

The bottom line is, the only one that really cares about you and your truck is you. When my truck is in for more than just an oil change they get the first call before lunch, and at least one on the hour until someone comes to get me.

I always wait for my vehicles, I walk back to see what they are doing, look in window etc. I don't trust them. I will ask questions and walk in the shop if I feel it necessary.

ok, so since everyone seems to dislike hall, what about pomoco?

If you want to drive that far. Since the time that this issue came up, things have been better. Of course, I've been dealing directly with the Service Manager throughout this whole bedliner issue, rather than the Service Writers.