Re: Dealership rant ----long--------

Posted by NCWayne on December 13, 2012 at 09:59:29 from (69.40.232.132):

In Reply to: Re: Dealership rant ----long-------- posted by Traditional Farmer on December 13, 2012 at 04:22:15:

I can't understand the 'perfectly understandable statement' be it a dealership or an individual. Maybe it's just the way I work, but when someone askes me for repair help/advice, I give it, regardless of who they are. That said, as far as this particular dealership goes, I typically work on heavy equipment so I'm not hurting their business one bit by working on one 20 plus year old Kentworth for a customer. Especially when it comes to doing something like a complete brake job, and installing a wet line kit for his dump trailer. They have enough NEW trucks sitting around broke to worry about, they don't give a crap about the old stuff....see the part of my origional post about that.......

Two I fully intended to buy nearly $1500 dollars worth of parts from them in the beginning but the never called me back. Granted I will often call around and price shop, that's just good business, and I guarantee you the dealership does the same. In this case I know common parts like brake shoes, etc are all coming from the same major suppliers/mfgs. As a result with the usual retailer markup, they are usually competetively priced regardless of where you go. That said, I fully intended to pay the dealership price for them, even if they were a few dollars more then 'aftermarket' parts houses, becuase it would actually save me time and money in the long run by having all of the right parts the first time around. In this case they obviously didn't want my business because after a call to order the parts and then a second call to add to the order, they didn't bother to call me back. If they don't want my business I'm not going to force it on them, nor am I going to spend an hour driving to place an order for ALOT of parts only to find, like I did yesterday, that they don't have them in stock. One customer call, one trip, that's all it ought to take regardless of the equipment brand or type........No excuses........

That said I don't know of any dealership that really wants to work on 20 plus year old equipment. In fact I have gotten calls for heavy equipment work from customers that have been to a dealership with their old machine and been told to call me by said dealership because the dealership guys didn't know how to, or didn't want to, work on the old stuff. Funny thing is often the didn't know how/want to was actually "couldn't" because they didn't have the special tools needed to do the job. For instance Dad worked at the CAT dealership for several years so he has a pretty good idea what they do and don't have in the tool department. If they had an old D9G come in the door right now for final drive work they do not have the tools to press the drive sprocket on and off, I do. In fact the tools I've got were custom made, by Dad and I, to do a job for a customer because they aren't available commercially any more. A dealership might go through that trouble for their biggest account but for a single customer it's not going to happen. That's where guys like me come in to play.

Again the whole 'us and them mentality' doesn't set will with many people in the repair business, and those with said mentality could do alot more business if they would get their heads out of their a$$es and realize that. Over the years I've given out alot of free advice, I've called around to places as far away as California and gotten information also. In the end when someone helps me out I'll be the first to recommend them to a customer if needed, and do it often. At the same time if you are so concerned with the bottom line that you won't offer up something as simple as a wiring diagram then far be it from me to ever recommend your services to anyone. The way I see it, if your in business you have to make a profit, that's a given, but if your so worried about making a huge profit that you forget how to offer up customer service, then far be it from me to help you out by offering my customers up to you for you to screw them over in your quest for a huge profit, and make me look bad for recommending you. To that end I recommended a customer to someone else awhile back. I've never had any problems with the company, nor had any reason toe doubt their practices, but my customer got royally screwed over when the final bill was more than double what he was told it would be (and he got no calls telling him of further problems, etc). Needless to say I did some asking around, heard more stories of the same business practice from others who had done business with this place, and as a result I won't be recommnding that company to anyone anymore.... I don't know about you, but even one rcommendation from someone that puts nearly $3000 in my pocket is a good one, and one that puts that $3000 isn't so good. You'd think that these business would want as many $3000 recommendations as they can get, evn if they come frommone customer that had a good exprience with them and only spent $200 in parts and asked for a copy of a wiring diagram...........In the end you can't beat word of mouth advertising, so EVERY customer is the MOST IMPORTANT ONE YOU'VE GOT.........

Replies:

• Re: Dealership rant ----long-------- Traditional Farmer 12:06:34 12/13/12 (0)

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