Here is a question you have to ask yourself. How many time do I praise a company for the good work they have done? Ok got that answer. Good. Now how many time do I get mad & chew out a company if they screwed up. Ok got that answer. Ill bet there is a big difference between the two answers isnt there.
Dealerships are supposed to thrive toward excelence. The only way for nissan to grade these dealerships is throught the survey. In my experience at several differenct dealers the people that are mad will jump all over that survey & just slam the dealer. The people that are happy are far less likly to fill out that survey. If you think your dealer did a good job then let the dealer know by taking the five min. to fill out the survey. We all know what is going to happen if you are mad.
Let your service consultant know that you know about the survey. Alot of the consultants are afraid to talk about the survey in fear of getting an influence. The dealer is not supposed to influence your survey by giving you free stuff to get a good grade. That is concidered an influence.
So in short If you are happy let nissan know just the same as if you were mad.

.........................The dealer is not supposed to influence your survey by giving you free stuff to get a good grade........
My dealer gives a free oil change for a survey with all high ratings.

As long as you dont mark that you were influenced they will be ok. If you mark that you were influenced then the survey gets thrown out.

I've filed a few complaint, we are the little guy. Dealerships make the money in turn Nissan make the money. They could careless about us.

I am sorry Baseball, but you are way wrong. I am the "little guy" at the dealer being a parts guy, but we all know what goes on with the survey. It is the only way we can better ourselves. This is very important to us. Very.

Please take the time to fill it out honestly. If there is an area we can improve it will be addresed trust me. Those who fill out the survey remain annonymous, your name will not come up. The problem you address however, at least at my dealer, is addressed in a monthly meeting. On point.

Free oil changes is totally against the ethics of what this is supposed to solve but even I would do it from a customers standpoint at least. I have to go in for my first warrenty repair and I will be getting a survey for that. I printed a ticket for the part, gave it to my service dept and they actually called me and made an appointment. If there is an issue I can help them with by all means I will.

. . . If you think your dealer did a good job then let the dealer know by taking the five min. to fill out the survey. We all know what is going to happen if you are mad.
Let your service consultant know that you know about the survey. Alot of the consultants are afraid to talk about the survey in fear of getting an influence. The dealer is not supposed to influence your survey by giving you free stuff to get a good grade. That is concidered an influence.
So in short If you are happy let nissan know just the same as if you were mad.

The key to sustained, acceptable performance (to my mind) is the dealer being proactive; if they are not, you need to be. There are certain business ethics that need to come into play for any customer/service provider interaction to be successful. First, and foremost, is communications . . . front end, in the middle (if necessary), and at the completion of the service. If there are changes to the accepted plan . . . delays for additional parts, technical wherewithal, elongated service window, etc., the burden of responsibility is on the service provider to advise the recipient of the delays . . . and make them part of the decision process to proceed or delay. No excuses; a 2 minute phone call will save hours of frustration. C’mon, it’s 2006 . . . EVERYONE has VM, answering machines, cell phones, pagers, Bluetooth implants, etc. Secondly, if there is no open door for the consumer to evaluate the quality/completeness of work accomplished real time, then you lose from the get-go. Especially for a major service endeavour, ASK the customer if they are satisfied; if they aren’t, address the issue(s) and develop a mutually agreeeable plan. The customer isn’t always right, but he is the customer. Unless you are a cost center to the dealership, they need to ensure the customer is happy, will come back, and will recommend to others. Read the posts on this site . . . happy customers advise others to utilize the same service provider; unhappy ones will vent and trash the provider and advise others to stay clear. Good, consistent, reliable service . . . accept nothing less. As example, from my previous experiences with the GM dealership on my Silverados, when I picked up the vehicle there was a definition of work accomplished from the service writer, a conversation with the accounts payable (cashier) regarding ‘ . . . may receive a random survey and if there are any issues . . .’ , and at a minimum a phone call the next day to verify my satisfaction. For an intermittent problem (with the vehicle left at the dealership 1 to n days) I received a daily call with a status update and the option to discuss next steps. Bottom-line, service sells product--directly or through referral. If GM hadn’t been so lethargic and lacking in their design innovation and timing, I most likely would still be driving GM (no regrets as the Titan is a great/better vehicle that just does everything better). You know (or will know) your dealership . . . all the responsibility is not theirs. If you sense, either from past experiences or gut feel, there is a potential for your dissatisfaction, set the situation for them. A piece of paper and pen in hand scribing the expectations they set makes an impact; reiterating the list back to them further impress you have your expectations set and will hold them to them. Verifying they have your phone number (have them read it back) sends another message. ‘Thank you’ and ‘nice job’ or ‘can I personally thank the service tech’ go a long way. If they outperformed your expectations, a short follow-up letter or phone call . . . or a dozen donuts or such on the next visit goes a long way. Catch people doing something right, and recognize them . . . individually and in front of their peers. And when all else fails, remember everyone works for someone . . . ask for the General Manager's name and phone or to meet directly with him/her.

I always filled my surveys out with all excellent, but this last time they are getting reamed.
James

I stopped recieving the surveys just when I needed one. I had always given my dealership good marks and I still love them. But when I lost the rear diff in my truck I was not given a loaner because they don't do that.... and I could not get a rental because I am only 24. Now trying living 25 miles from the dealership and it was my only car.... To say the least it was the only time I was not happy. But yes, fill out the surveys. Especially if they do a good job. People get tired of hearing about every little thing they do wrongs. so make their day and give them some good news.

Thanks for your responces

There is a proven formula for customer service. If someone has a great experience, they will tell 3 people. If they have a bad experience they will tell 20. The, we are the little guy and my opinion doesn't matter, doesn't fly with me. I have the ultimate power, the power to take my money elsewhere. While they may not miss my few dollars, if they truely have a CS problem, they will notice the lack of mine, and everyone else who exercised the same power.

That's why I found a difference dealer. Figure ifvI complain they do something about it but after 3 vsit w bad service I never went back there. No one ever call to talk to me about my experience. You can complain but it don't make no difference, at least from what i've seen.

Ive been "influenced"-i bought my 04 titan le cc from north plainfield nissan in north plainfield,nj,i had the seatbelt recall done but i couldnt pick the truck up before 6(closing) so i asked if they could leave the keys in the showroom-"no we cant do that,but heres what i'll do,i'll leave the keys under the mat,and youll get a survey for this,just help me out and i'll help you out".also i took my titan in for the front brakes and driver window switch/motor/regulator and he tells me that the warranty will cover the window,but not the brake judder,so i say whatever just look at the brakes and let me know whats going on,i pick the truck up 3 days later and they had done new front rotors and pads and rear pads and turning,i say"oh so it was under warranty?",he tells me no,but i did you a favor,so when you get a survey,do me a favor
i cant complain but let your work speak for itself dont ask for favors

i cant complain but let your work speak for itself dont ask for favors[/quote]


That is the reason for the influence question.
I am not clear as far as the brakes. I thought the brakes were covere of 3 years unlimited miles in 04 & 05. So how was he doing you a favor?
:angst-big:

The brakes are covered by a TSB and warranty. Your service guy is trying to score points by doing what he's supposed to do, but making it see like he's doing you a favor.

I say, let him do all the favors he wants. it's only good for you.

Let him do all the favors he wants but I hate it when people try to snow you over....maybe you should do him a favor and let him know that the brake job IS covered under warranty regardless of miles (for 04&05 models)....that is what my service rep told me last week

the truth is that when i dropped off the truck i mentioned a possible bulletin for persistent brake problems with this truck,but the guy insisted that it wouldnt be under warranty,not in the mood to argue,i just said just check them out,they wound up doing all the work under warranty without asking me,but my gripe is that service writers assume that because someone is dropping their car off for service,they dont know anything about a car-i could do most of my own service including brakes and oil changes and window regulators,but why should i bother when i paid for a service plan,through this forum and google,i knew that there was a bulletin for the brakes but didnt have it printed in hand at the dealer,so i was in no state to argue without proof,service guys sometimes talk just to talk,i have a 1990 eagle talon which is exact same thing as an eclipse,i went to a mitsubishi dealer for rear brake pads,i said they were for an eagle talon,he tells me,no theyre different and that everyone assumes that theyre the same car-i tell him that mechanically theyre identicle,cosmetticly slight differences,and he argues with me for 10 minutes that theyre not the same,i just insisted on buying them and went home and installed them with no problems whatsoever.i work in an automotive field-autoglass where we have people answering phones that do not understand the work that is involved in this work,and it negatively impacts alot of our work,i believe service writers should have more extensive knowledge in the work that theyre doing because talking to them sometimes will get you nowwhere

delerships r there own worst enemy they treat u like crap after u have bought ur auto so they don't care

Your main recorse is the survey. If they dont wnat to help you after the sale then hit them on the survey.
Dealerships live & DIE buy these surveys.

If you have a problem with a dealership, take it up with management in a nice way. YOU WILL GO FAR.

If you go in there being abusive, YOU WILL NOT GO ANYWHERE.

Treat people like people. They didn't BUILD your vehicle. They are there to help fix it. MISTAKES HAPPEN, EVERYONE IS HUMAN.

BURN A DEALER/SERVICE ADVISOR ON A SURVEY, YOU BETTER GO SOMEWHERE ELSE.

Let me tell you this. If you always give EXCELLENT ON EVERYTHING ON EVERY SURVEY, DEALERS WILL GO OUT OF THEIR WAY TO HELP YOU!!! EVEN AFTER YOUR WARRANTY ENDS. YOU SCREW A SURVEY BECAUSE OF A MISTAKE, then you will never get anything special from the dealership personnel.

The survey means alot to the service Advisors and Technicians, most people in dealerships rely on these surveys for their PAY.

If you have a problem, GO to the management, be nice, explain your problem, remind them how you always give them excellent surveys but need help in getting your problem resolved. This goes a long way.

The bottom line is...if you disagree with the service advisor, or with something that is on the repair order...be polite...ask to speak with the service manager....If you are rude...you'll get no where.

Please...for what ever reason..do NOT take out frustrations with the service cashier.

The cashier faces the rudest, nastiest people on a daily basis. She didn't sell the car, write up the repair order, or work on it, she also is not responsible for the $$ amount on the bill....so be polite.

Service cashiering is the toughest job in the dealership.

Nascarjody, very good post! I totally agree with you, people complain but go out of your way to help someone and you will never hear a word. I have always tried to go out of my way to praise someone and have written many letters when I do receive good service. After my Titan purchase, I wrote a letter to the General Manager about my salesman and how well I was treated at the Dealership and enclosed it with the Survey. Sad part is, he didn't have the courtesy to even respond. Just recently had to have it in for service and my Service Rep went out of his way to help, received another survey and wrote in the comment section how well I was treated. Can't complain at all about my dealership or it's service. I always try to treat people like I would want to be treated and it pays off, but I also can be an a$$ if I am getting screwed over.

There is a proven formula for customer service. If someone has a great experience, they will tell 3 people. If they have a bad experience they will tell 20.
Exactly!!! The word of mouth travels alot faster and is alot more effective than public advertising. I tell everyone I know to stay away from Lake Manawa Nissan in Council Bluffs, IA.

I always fill out my survey. Most of the time my dealer gets a crappy response from me because they suck and don't care about their customer. But, on a few occasions, I have given them good marks.

I filled out a bad survey once and got a phone call from the dealership to discuss the review. Funny how they didn't want to fix the problem when I first told them about it in person, but when it was on paper, they were all concerned and wanted to make it right. Give me a break!

amen brother ttugrad95

Please...for what ever reason..do NOT take out frustrations with the service cashier.

The cashier faces the rudest, nastiest people on a daily basis. She didn't sell the car, write up the repair order, or work on it, she also is not responsible for the $$ amount on the bill....so be polite.

Service cashiering is the toughest job in the dealership.

I did this for a couple of years during college. Worst job I've ever had. EVER.

The bottom line is...if you disagree with the service advisor, or with something that is on the repair order...be polite...ask to speak with the service manager....If you are rude...you'll get no where.

Please...for what ever reason..do NOT take out frustrations with the service cashier.

The cashier faces the rudest, nastiest people on a daily basis. She didn't sell the car, write up the repair order, or work on it, she also is not responsible for the $$ amount on the bill....so be polite.

Service cashiering is the toughest job in the dealership.


I want to thank you for that comment. My G/F is a service cashier for a nissan dealership & you should hear some of the stories that she comes home with. We are a nissan dealership family so we have plenty to talk about at the end of the day.

I filled out a bad survey once and got a phone call from the dealership to discuss the review. Funny how they didn't want to fix the problem when I first told them about it in person, but when it was on paper, they were all concerned and wanted to make it right. Give me a break!


You have to give them a little credit. At least you got a phone call back to see what the problem was. Most dealers wont even do that.

The last 3 dealerships I dealt with were great, especially when it came to service.
Besides the survey, I take the time to sit down and write a detailed letter to the Auto maker. Out of the 3, Nissan and Honda acknowledge the receipt of the letters and thanked me for me taking the time to do so and said they would pass it on to the respective dealerships.
The Ford Service Dept. told me that they received a copy of my letter and were very appreciative.
I agree, it's easier to complain but take the time when you get good service. You get more bee's with honey than poop!!

Happy New Year,

Steve

Survey? you are supposed to get a survey? I have gotten a phone call and when I expressed some disatifaction I was told that the service Manger would call back -never happened

Not everyone will get a survey. Our dealership is set up to survey everyone. But most are set up to survey only people with in the first 12 months or 12000 miles. It all depends on the dealer.

Not everyone will get a survey. Our dealership is set up to survey everyone. But most are set up to survey only people with in the first 12 months or 12000 miles. It all depends on the dealer.
My dealership told me that Nissan sends a survey out to everyone who has warranty work done. Other than that, they said its at the dealerships discression who gets a survey. They send me a survey everytime I go there. I don't know why because they have only received TWO positive marks from me.

P.S. - They sent me one after I had my timing advance done also.

The dealership that I use has been great from start to finsh. My wife and myself in the past 3yrs have bought 3 Nissans 2 Titans & a Maxima, my son has also bought 2 Nissans 1 Titan, 1 Aramda & a used car. Myself and my son both get all sevice work done at the dealership. Everyone from the GM to the service dept. has been nothing but wonderful and they also have a great parts dept............
:engel-big:

hardcore nissan fan.

Superior Nissan-Puente Hills is and isn't. The facility is cramped, there's next to no parking, and the service writers don't work the drive. Once you're there, you have to enter the building where, if you wait long enough...someone might wait on you.

The waiting room is off the showroom, has a big screen TV, and is far away from the hustle and bustle. The coffee is free.

The service work has been fine, with no overcharges, vehicles are washed unless you tell them not to. They send a survey within a week asking how your service experience was.

The other dealer I use is Performance Nissan in Duarte, it's 20 miles away round trip. There's plenty of parking, the writers work the drive, and the service is very good. The waiting area is a zoo, as it's in the same building as the parts dept. and service cashier. Once again, you get a free car wash. They don't send out a service survey.

Harbor Nissan in SW Florida just put in Stillen Supercharger in my Titan. John Dempsey is Service Manager very visible which is unusual for some in his shoes comes out and talks to all the customers. All dealerships should be like this one. John Dempsey has been at dealership over 10+ years. Thumbs up!!!

Just reviving this for some of our new members.

I just filled out a survey I received after just buying my new titan. I gave everyone great marks, except for the finance lady. She got hammered hard.

I walked into the dealership with MY OWN FINANCING, after some convincing, she told me she could beat my rate (which I had a good rate). I get a phonecall 4 days later from her explaing that she couldnt beat the rate, and that I needed to head back in to do it all over again (i had already signed all the paperwork). So I went back in and they dropped the purchase price by a grand to match the same payment and term. Funny thing is, she couldn't fathom whey I was upset because I had to take a day off from work and drive 60 miles to deal with this crap a second time. She was like.."this happens all the time". Also, she made a point to tell me how important surveys are (this was during the first paper signing), and that she would "appreciate" getting all high marks.

All around positive experience with sales. I dealt straight with the sales manager instead of a sales person. I wanted to do business locally because I'd be using their service department. That's just how I am. I got a fair deal on the truck (dealer transfer) and the whole process was pretty painless. I wouldn't have any problems recommending them.

No problems with service so far either. I had a little problem and they fixed it. They were very professional and fixed it in a reasonable amount of time.

It's a small family owned dealership. It's nice to go in and they already know who you are. That scores big points with me.

If anything changes, I'll be sure to post it.

I just filled out a survey I received after just buying my new titan. I gave everyone great marks, except for the finance lady. She got hammered hard.

I walked into the dealership with MY OWN FINANCING, after some convincing, she told me she could beat my rate (which I had a good rate). I get a phonecall 4 days later from her explaing that she couldnt beat the rate, and that I needed to head back in to do it all over again (i had already signed all the paperwork). So I went back in and they dropped the purchase price by a grand to match the same payment and term. Funny thing is, she couldn't fathom whey I was upset because I had to take a day off from work and drive 60 miles to deal with this crap a second time. She was like.."this happens all the time". Also, she made a point to tell me how important surveys are (this was during the first paper signing), and that she would "appreciate" getting all high marks.


If she asked for high marks then that constitutes an influence. the only thing they are allowed to say about the survey is that you will be getting one & to please fill it out. Thats it. If you have not sent it in yet you can make that comment at the bottom of the survey.

just a bump for the new people.

I fill out surveys good and bad equally. I told the dealership the problems I had and praised the good points.
I also got a free tank of gas for giving the survey to them instead of Nissan but even still I was honest.

I just recently sent one in on a local stealership ( I mean that literlly, their employees stole equipment from my Jeep) to FORD and now FORD is checking up on my complaints. FORD also potentially lost a sale from their actions. I was test driving a Dodge at that time but was also considering an F-150. FORD did not seem to be happy.

I do this with all companies I do business with if given the opportunity. You should see the one I just sent in for a Super 8 in La. Whew, I was NOT nice at all but the one I sent for The Four Winds by Sheradin in Ft. Walton Fl was very nice and well deserved.

Wow! What a coincidence that this thread came up.

I got an alignment done at a dealership a couple of weeks ago after I installed new coilovers and UCA's. I knew it needed an alignment and was going to need the camber bolts. When I made the appointment I explicitly told them I was going to need the camber bolts. I showed up and they started on the alignment but didn't have the bolts in stock so I had to wait four hours at the dealership while they found the bolts and finished the alignment. Their excuse on the bolts was that there were different bolts that could be used for camber and they wouldn't know which one to use until they did the alignment. I'm reasonably certain this is B.S. because a friend of mine works in the parts department there and said that there is only one set.

While I was waiting for the camber bolts to show up I decided to see if they could do some other things for me. The underseat storage bin squeaks badly and I wanted the 2 degree timing advance. They fixed the squeak (for now), but said they don't do the timing advance on vehicles still under warranty.

Then I got the bill. $348 for the alignment including camber bolts and labor to install them. $96.12 for parts, $224.95 for labor and an $18 shop charge plus tax.

I went to this dealership because the one I normally go to (that is much closer to my house) wasn't solving my Titan's problems. On my last trip they were zero for five on problem solving. I stopped at Larry Miller Nissan to check them out before I made the appointment. I asked them if they would do the 2 degree timing advance and if they had worked on lifted trucks before and if they were going to give me a hard time about it when I had related issues. Their answers were yes, yes and no, respectively.

Yesterday I got a letter from the dealership that said, "Here at Larry Miller Nissan, we would like to extend the offer that if you bring the survey into the Service department (completed or not) that for the inconvenience of returning the survey, we will perform a complete detail on your vehicle at no charge to you (a value of $189.95)."

According to other Titan owners I was overcharged for my alignment. When I paid the bill I brought up the high amount and they said it was all correct. I don't feel that the dealership really tried to take care of me and wasn't honest with me.

I need some advice. What should I do? What can I do?

My dealer gives a free oil change for a survey with all high ratings.I usually get a full tank of gas.

Wow! What a coincidence that this thread came up.

I got an alignment done at a dealership a couple of weeks ago after I installed new coilovers and UCA's. I knew it needed an alignment and was going to need the camber bolts. When I made the appointment I explicitly told them I was going to need the camber bolts. I showed up and they started on the alignment but didn't have the bolts in stock so I had to wait four hours at the dealership while they found the bolts and finished the alignment. Their excuse on the bolts was that there were different bolts that could be used for camber and they wouldn't know which one to use until they did the alignment. I'm reasonably certain this is B.S. because a friend of mine works in the parts department there and said that there is only one set.

While I was waiting for the camber bolts to show up I decided to see if they could do some other things for me. The underseat storage bin squeaks badly and I wanted the 2 degree timing advance. They fixed the squeak (for now), but said they don't do the timing advance on vehicles still under warranty.

Then I got the bill. $348 for the alignment including camber bolts and labor to install them. $96.12 for parts, $224.95 for labor and an $18 shop charge plus tax.

I went to this dealership because the one I normally go to (that is much closer to my house) wasn't solving my Titan's problems. On my last trip they were zero for five on problem solving. I stopped at Larry Miller Nissan to check them out before I made the appointment. I asked them if they would do the 2 degree timing advance and if they had worked on lifted trucks before and if they were going to give me a hard time about it when I had related issues. Their answers were yes, yes and no, respectively.

Yesterday I got a letter from the dealership that said, "Here at Larry Miller Nissan, we would like to extend the offer that if you bring the survey into the Service department (completed or not) that for the inconvenience of returning the survey, we will perform a complete detail on your vehicle at no charge to you (a value of $189.95)."

According to other Titan owners I was overcharged for my alignment. When I paid the bill I brought up the high amount and they said it was all correct. I don't feel that the dealership really tried to take care of me and wasn't honest with me.

I need some advice. What should I do? What can I do?


If you are really unhappy then the best way to fix them is to send in the survey completely satisfied & there is a question on there about were you influenced on this survey or something like that. Mark it yes & send the leter you got with it. That is the ultimate revenge because not only will the survey be a zero. But they will also get in trouble with nissan for offering the detail in exchange for the survey. Big trouble.
I wouldnt take my truck back to them after that thou.

If you are really unhappy then the best way to fix them is to send in the survey completely satisfied & there is a question on there about were you influenced on this survey or something like that. Mark it yes & send the leter you got with it. That is the ultimate revenge because not only will the survey be a zero. But they will also get in trouble with nissan for offering the detail in exchange for the survey. Big trouble.
I wouldnt take my truck back to them after that thou.
I don't really want to screw anyone. I guess what I'm asking is if the cost for the camber bolts and the labor to install them is out of line. If you think the cost is truly out of line then I'll go back to the dealership and give them a chance to correct it.

I got a full tank of gas AND an oil change for my survey, $100 worth for saying they did an outstanding job. I don't know what kind of incentives they are getting, but it must be good. I was very happy with their service and I did give them all high marks. But rest assured, had they done me wrong, I'd have told them where to put that gas and oil.

I don't really want to screw anyone. I guess what I'm asking is if the cost for the camber bolts and the labor to install them is out of line. If you think the cost is truly out of line then I'll go back to the dealership and give them a chance to correct it.


Yes I thing the were out of line with there price. 119.95 for alignment, 40 or 50 buck for install of the bolts, & I think about 80 for the bolts. Tell them you will give them the survey in exchange for your money back on the alignment.

I got a full tank of gas AND an oil change for my survey, $100 worth for saying they did an outstanding job. I don't know what kind of incentives they are getting, but it must be good. I was very happy with their service and I did give them all high marks. But rest assured, had they done me wrong, I'd have told them where to put that gas and oil.


we dont get incentives. the only incentive here is if your score drops too low for a while we loose our jobs.

some dealerships do give incentives. when i was a service advisor we would get money or prizes in addition to keeping our jobs if we kept our csi (survey rating) above a certain score. i've even worked at dealerships where a good or a bad survey would mean the difference between a good paycheck and a bad paycheck because our pay plan was based on surveys, so i would always offer a free oil change, a tank of gas or something in exchange for a good survey.