Motoring Discussion > Dealerships Computing Issues
Thread Author: No FM2R Replies: 44

 Dealerships - No FM2R
I am surprised that they are so bad, or at least that people say they are.

I've not owned many cars new enough to come to the attention of a UK dealer; two new I think, a BMW 5 Series many years ago and a VW Phaeton about 15 years ago.

In both cases the dealers were pretty good, sales and service.

Why does the market put up with such crap service, assuming it is as crap as everybody says? Had I just spent that sort of money on a car there'd be dead bodies lying in the street if anybody tried to screw me around.

Or is it just fashionable habit to complain about them?
 Dealerships - Manatee
BMW dealers were generally good when I had anything to do with them but that is decades ago now. The cars weren't that reliable but they stood behind them - in other words they dealt with complaints well, and had most of the customers convinced they were just unlucky rather than the purchaser of an unreliable make.

My brother worked for a BMW dealer during a period when they ended up replacing the engine in nearly every 6 cylinder car they sold (the Nikasil years).
 Dealerships - Falkirk Bairn
Lexus, Toyota & Honda dealers get a better write-up than your "average dealer"

To me small, family owned chains seem to be better that the large chains that only seem to get larger as the likes of Honda sacrifice smaller dealers with only 1 or 2 branches and give the franchise to a chain.

In 24+ years I have bought 5 Hondas, from 3 franchises & used another 2 for servicing - all gone!
 Dealerships - Zero
My local BMW dealer, sales wise is pretty good. Service wise, its ruddy awful.
 Dealerships - Robin O'Reliant
>> My local BMW dealer, sales wise is pretty good. Service wise, its ruddy awful.
>>

That was my experience with a VW dealer when I owned a Lupo. One visit for the service, a second one to put right what they'd screwed up.
 Dealerships - Bobby
What was ruddy awful about the service?
 Dealerships - Runfer D'Hills
I can't fault the Merc dealer I use ( Mercedes Stoke )

Never seem to do anything that doesn't need doing, prompt and efficient. Prices can be occasionally steamy but generally seem fair. They are even pretty competitive on tyres for example.

Wouldn't hesitate to recommend them.
 Dealerships - R.P.
Halliwell Jones is my local dealer (County Lines sort of thing). Never had an issue with them. Pees me off thuough - car's had to go in three times since July all servicing and MoT stuff !
 Dealerships - CGNorwich
The idea that all. Dealerships are incompetent and or dishonest and that you are better off with your friendly independent garage that is run by a mechanical genius and will do the job for half the price of the dealership is just a myth. Give me the expertise of dealership every time. Coffee is better too.
 Dealerships - sooty123
I've not bought from a main dealer in a while and very rarely use them for servicing however I did take it in for a coolant change as there was a special offer at only £15 more than the coolant cost. I thought for £ 15 for labour at main dealer prices was a good deal. Service was fine no better or worse than the little garage that does my MoT.
 Dealerships - Robin O'Reliant
>> The idea that all. Dealerships are incompetent and or dishonest and that you are better
>> off with your friendly independent garage that is run by a mechanical genius and will
>> do the job for half the price of the dealership is just a myth. Give
>> me the expertise of dealership every time. Coffee is better too.
>>

I have used two local indies for the past fifteen years (One retired and closed last year) and both have been faultless. Problems are diagnosed accurately and fixed in one visit, labour costs are way below what a main dealer would charge. I have used main dealers who are excellent, but the last two I went to when running cars I bought new (Citroen and VW) were somewhat less than competent. Multiple visits because faults were mis-diagnosed, including in one case a new gearbox fitted under warranty to a Saxo when all that needed sorting was the linkage. That one cost me nothing for the job but I lost three days work as I was using the car for driving tuition. What really annoyed me was that when I collected the car after it had been "Fixed" it became apparent after the first gear change it was exactly the same. There was no excuse for the garage not seeing that themselves.

As for the coffee, I'm quite happy to toddle off to a nearby café and pay a few quid for a mug of tea and a sausage sandwich if I have to wait for the job to be done.
 Dealerships - Kevin
>a mug of tea and a sausage sandwich..

Haven't had a sausage sandwich for ages. I need to buy some tomorrow.

On the subject of sausages my mum used to make a wicked sausage and bean casserole with tomato sausages. It was my favourite after trudging home from school cold and wet during a Yorkshire winter. Must see if I can recreate it.
 Dealerships - Bromptonaut
>> On the subject of sausages my mum used to make a wicked sausage and bean
>> casserole with tomato sausages. It was my favourite after trudging home from school cold and
>> wet during a Yorkshire winter. Must see if I can recreate it.

What happened to tomato sausages. Remember them as a kid but not seen one for years.

A Yorkshire delicacy?
 Dealerships - No FM2R
Like this?

groceries.asda.com/product/view-all-sausages/asda-butchers-selection-8-pork-tomato-sausages/910000049483
Last edited by: No FM2R on Mon 30 Sep 19 at 22:20
 Dealerships - Bromptonaut
>> Like this?
>>
>> groceries.asda.com/product/view-all-sausages/asda-butchers-selection-8-pork-tomato-sausages/910000049483

Yup that's it.

Asda's roots are as northern as Morrisons.....
Last edited by: Bromptonaut on Mon 30 Sep 19 at 22:23
 Dealerships - Kevin
>Like this?

What's the sausage situation in Santiago?

Lovely bangers with fresh bread and a builders mug of Twinings Breakfast Tea.

As it comes or with Heinz ketchup or HP sauce?
 Dealerships - No FM2R
Better than you might think thanks to a friend of mine called Kate...

Known to the *entire* British community, including our Ambassador and the *only* source of proper sausages in Chile.

She also does proper bacon and hams at Christmas. All from her own pigs and handmade by her personally in a purpose built building at her mountain home.

She's a hippy, a fanatical field hockey player and (a little known fact) a vegetarian.

www.hubbardandsmith.com/

Another friend of mine, Jenny, imports amongst other things HP sauce and baked beans.

A third friend, Emma, brings in PG Tips in her range of imports.

Jenny and Emma are the only importer's in Chile. Kate also makes her own Pimm's which is very good and quite unofficial.

As with everything else in life, it's who you know.....
.
Last edited by: No FM2R on Tue 1 Oct 19 at 00:51
 Dealerships - tyrednemotional
>>....Must see if I can recreate it.
>>

I do a mean sausage casserole based on (but tweaked) this recipe:

www.bbc.co.uk/food/recipes/great_sausage_casserole_73010

Our local butcher does very good tomato sausages, but any non-anodyne (i.e. non-supermarket) sausages will do. The cracked pepper ones are pretty good.

I'd use olive oil, though, and the key extra ingredient is an approx 1" slice of chorizo, diced and fried with the bacon (and smoked Paprika for me, rather than chilli powder. but I've been known to slice the odd fresh chilli as well, if we have some in the greenhouse).
 Dealerships - Kevin
Recipe bookmarked and chorizo noted. Paprika for me too.

Don't know where I'll get decent sausages from though. Traditional butchers have pretty much disappeared in these parts.
 Dealerships - Bromptonaut
>> Don't know where I'll get decent sausages from though. Traditional butchers have pretty much disappeared
>> in these parts.

Aldi do a good range of specially selected sausages including a plain pork version as well as those with adjucts like apple, onion etc. Work well for us in Delia's sausages braised in red wine
 Dealerships - Manatee
Surprisingly the Tesco Finest Cumberland ones are pretty good. As are the similar Morrisons 'Best' ones. Both a bit peppery.
 Dealerships - Zero
>> Recipe bookmarked and chorizo noted. Paprika for me too.
>>
>> Don't know where I'll get decent sausages from though. Traditional butchers have pretty much disappeared
>> in these parts.

We kind of have one, not traditional in that "carcasses on hooks roll off a lorry out back, and bacon, sausage links, pigs trotters, rolled joints, and chops appear on a marble slab in the window out front " butcher. I think they are pretty extinct, but this one sources stuff from around Surrey, Kent Hampshire Sussex specialist farms and smallholdings, where they butcher and prepare at source. Not cheap by any means, but very good stuff.

The dog has slashed open a pad on her paw, and it was failing to heal, the old dog sages said "Black Pudding, give it to the dog, the pad will heal in 48 hours." So I went to my butcher, Yes he says, take e a look at this, how much do you want? 4 thick slices says I, 6 quid says he, blimey says I.

Anyway, to cut a long story short, the 4 slices ended up fried in butter served on a disk of fried apple as a starter for us, and the dog ended up with 2 quid black pudding from Morrisons.
 Dealerships - Kevin
As my FiL used to say about black pudding:

"Anyone who could eat that can worry rats"!

As a Yorkshireman I must shamefully admit that I've never eaten it and never will.

However, some good news. For butchers who make their own sausages I've found Wellington Farm Shop. I've driven past it hundreds of times but never called in and it's only 15/20 minutes away.

Plenty of good pubs nearby for lunch too.
 Dealerships - tyrednemotional
Just catching up on this. Our village, though admittedly not the smallest, has two traditional butchers; one, father and son outfit ( now sadly only son) was here when we arrived, back when Pontius was a pilot, the other is an incomer of around 20 years standing; both make their own sausages. (In fact the original used to sell them over the web when it was the two of them working)

Both shops are very well patronised, and there is little doubt that the produce is a cut above supermarket stuff (pun intended).

Gives you a sense of community when you're on first name terms with your butcher.
 Dealerships - neiltoo
Since left my childhood home in 1971, I've only had three butchers, and I was always on first name terms. These days, I'm not the current one's best customer, but I must be the steadiest (since 1983). I've gone through four owners/managers in that time - all the same family, or trained up butcher's lads.
 Dealerships - Bromptonaut
>> As a Yorkshireman I must shamefully admit that I've never eaten it and never will.

Not a huge fan of the English 'take' on BP whether it's Yorkshire, Lancashire or wherever.

The Scottish version from Stornoway is an altogether different product.

www.charlesmacleod.co.uk/
 Dealerships - Zero

>> the expertise of dealership every time.

often a myth

>>Coffee is better too.

So it should be, its costing you an arm and a leg.
 Dealerships - Fullchat
The issue with dealerships, in respect of servicing, is that you are entirely at their mercy and honesty as to what you get for your money. You are also up against the firewall of those nice customer focused staff on the reception desk who generally haven't a clue about mechanical aspect of the product. Maybe that's deliberate in that letting the technician resolve all your issues keeps them out of the chain.

I refer to my post on un-bled brakes on the Sportage.

www.car4play.com/forum/post/index.htm?t=27102

This is still swinging as I am also dealing with an issue of them refusing to accept, nor have any record, of a warranty claim for a wheel corrosion issue on a Picanto. This was mentioned several times, over several years, at service to the receptionist who took photos and that was as far as it got. He left and the Dealership denied knowledge. Escalated to Kia, they likewise washed their hands of it as the wheels were now so bad. I think photos must have been taken 4 times.

This was starting to head to Civil Claim territory. Long story short Dealership agreed to refurbish wheels with a contribution by myself. On collection the wheels had had a poor front face makeover with corrosion still under the shiny paint and paint not adhering and flaking. Collect tomorrow having had a proper refurbishment off site.

We will be getting into the minutiae of the Sportage saga once the Picanto has been collected.
I stated that I wanted the vehicle re-servicing whilst I observed and a refund of my original service costs to compensate me for the my time and costs spent trying to resolve the issue.
The dealership General Manager is still wriggling. Its as if the car salesman in him is pushing to be one up on the final deal instead of realising that they have totally 'fubar'd', and being somewhat contrite.

Getting back to the original point I'm not sure whether its incompetency, dishonesty or both but the driver is pushing quantity through the workshop for increased profit. Its the numbers game.

So we avail ourselves of the free coffee and papers in the glass palace. Meanwhile your expensive pride and joy is getting the least attention they can get away with out of sight and unless you are particularly competent or inquiring you will never be the wiser. A free wash and vac will really add to the illusion that its had the 'works'. Cars are pretty reliable and robust mechanically and generally get you to the end of a warranty with very little attention. Those bits that aren't are consumables which aren't covered by warranties in any case. Its all pretty well managed.
 Dealerships - Bobby
Arnold Clark have got this sown up.

They have basically taken over any dealership available and slowly put the rest out of business.
They have their own , huge, apprenticeship training academy called GTG Holdings. They get grants fpr providing the apprenticeships.
Guess what chain of garages the apprentices will do their work experience in?
Of course, as the customer, you will pay a special service labour rate as its an apprentice thats working on your car, won't you??
And as the apprentices get qualified and flood on to the jobs market, they find that only AC are taking staff on. But salary is getting less and less due to over supply of trained staff....

Meanwhile servicing costs are going up.....
 Dealerships - Manatee
Unfortunately I think you're right FC.

I've become reluctantly resigned to using the dealers for service, for at least the period of the warranty and for a period afterwards while the car is still worth proper money, to back up the service record for warranty and trade-in/sale purposes.

I agree that most new cars now will run well enough and for long enough if the fluids are changed and simple consumables replaced. Beyond that, the less they muck about with it the better it will be. Too often the simplest jobs are either beyond them, cocked up, or the actual issue is lost in translation by the so-called service adviser.

Until recently I would have said my Mitsubishi dealer was unusually good but the jury's out again. I asked them to replace a cracked front fog lamp lens. I know they had the right end of the stick when I booked it because they quoted me for the correct part. On the day they apparently forgot to do it. It turned out that they had replaced the rear foglight lens instead. Naturally I asked for a refund of the £100 or so I had been charged for it, which I received there and then; answer to the question "did nobody wonder why they were replacing a perfectly good 2-year-old lens?" came there none. I still have a cracked front lens.

My Mazda dealer seems not too bad even though their workshop is multi-franchise. At the last service on my 2 year-old MX-5 they replaced the o/s front window guide as the visible part was rusting where it rubs on the rubber beltline seal/moulding. There's a TSB for this with full instructions on how to do it as a workshop job. It came back with the new beltline moulding just resting on top of the door - the window goes halfway down when the hood is up and the door is open, and when I raised it again the moulding went up with the window! They had one job...fortunately when I pressed it into position myself it clipped in perfectly and seems to be OK (as far as I know).

Those are the only two things I have had done above normal servicing in the last few years - neither done properly, but fortunately not serious.
 Dealerships - Bromptonaut
When we first moved here the Citroen dealer was Moto Baldet. Andre Baldet was an enthusiast for the brand and was very much a presence around the garage. Sold out to a chain at one point but bought it back from liquidator when they went t'zup in Lawson's 'blip'. Northampton probably had more BX's per thousand cars in town than some places in France.

Unfortunately they later came under umbrella of Evans Halshaw........

I've written here previously of my tribulations trying to buy both a Berlingo and later a C3 Picasso from a subsequent Cit/DS franchise. Both failed around the pantomime where salesman consults with manager - same manager.

Last time I checked there was no Citroen dealership in Northampton.

The one in Milton Keynes is OK though and 'lingo is off there for service on Friday. Hopefully, if job is done smartly, I can combine with trip to IKEA as Mrs B's study needs an update.......

The Skoda place was excellent when i bought the Roomie. Now part of a bigger chain but same staff and seem unchanged. HAd mildly cross wirdslast week though as they don't seem to get idea I'm not interested in a golden ticket for their exclusive sales event.

The Roomie's being run into ground and provided I can avoid further Armco contact that'll be around 2026 at earliest.

If I change it earlier it will be dictated by facts at time. I don't buy cars on impulse or for a 'ggod deal'.
 Dealerships - R.P.
HAd appalling service at Chester Mazda last year. In fairness they responded well to a QoS questionnaire and Mrs RP had her MX5 valeted free of charge. Just been back there last week for the annual service and they were very good this time. The chap on the service desk last year had zero customer service skills and was obviously held in awe or fear by other members of staff as he almost made a poor girl quake in her footwear trying to resolve the problem that had arisen,really a poor advertisement for the brand and the dealer, mind you, they dealt with it admirably.
 Dealerships - Manatee
>> HAd appalling service at Chester Mazda last year. In fairness they responded well to a
>> QoS questionnaire and Mrs RP had her MX5 valeted free of charge.

You might not be bothered if your MX5 is leased/PCP'd, but peer down by the window guide (the channel that makes the 'quarterlight'). The black painted steel rubs on the beltline moulding and rusts. You might well see some rust there. Seems mainly to occur on the driver's side (as it would).

They'll change in under warranty and fit a mod that prevents it rubbing.
 Dealerships - R.P.
I shall inform Mrs RP over a brew. Thanks !
 Dealerships - Robin O'Reliant
With a lot of long established indies the owner (Who also does his share of spannering) will have come from the era of mechanical distributers and the like, where diagnosing and fixing faults was done by ear and getting your hands dirty. A good one will have a sixth sense in working out what is really causing the knock/whine/misfire or poor starting that is miles ahead of a computer readout in the hands of a twenty something "Vehicle technician" whose answer to problems is either a software upgrade ("We haven't got a clue so we'll try this") or replacing parts at random ("We haven't got much of a clue but if we keep going we'll eventually get it right")
 Dealerships - Zero
BUT its possible. Independents can do the job. You only need to look at "the south main auto channel" on youtube, a guy who gets cars with all the complicated computer control on them, sometimes punters who have given up on main dealers, and using scopes, 3rd party diag tools code readers and service information, fixes stuff properly using sound diagnostic techniques. Something your average main dealer "tech" (ROFL) is incapable of.

There is only one reason my car goes to BMW, that's the service history. Nothing to do with their service or capability of which they lack both.
 Dealerships - Fullchat
And probably therein lies the crux of the matter. Dealer service history + the supposed recalls and updates that only the Dealer is aware of and can complete makes them, despite their antecedents and our reservations, the 'go to' for our vehicles.
 Dealerships - R.P.
Yep - we have it ! Will need to be booked in ! Thanks for the tip
 Dealerships - Manatee
Rob - here's the TSB for it - my dealer's service adviser had not heard of it so I gave him this when asked for it to be sorted.

They need to order parts so it's no good just making a booking to look at it. Thankfully he just came out into the car park and looked when I was in for service, and they rang me to book it in when they got the bits. I left a copy of the TSB on the passenger seat without mentioning it!

tinyurl.com/y39lovhs

There's a list of TSBs and recalls here:

www.miata.net/garage/tsb/
Last edited by: Manatee on Wed 2 Oct 19 at 11:34
 Dealerships - R.P.
Brilliant thanks - Mrs RP has mentioned on the feedback request we received from them - hopefully they'll pick it up from there and come back to us.
 Kia Dealership - Continued :( - Fullchat
I'll continue with my Kia saga within this thread as it seems appropriate.

Last week (Tue) I went to pick up the Picanto with the refurbished wheels.
Whilst they had the car, and much against my better judgement, to get everything done at once I had arranged its annual service and MOT.

Later on the day I dropped the car off I had a call saying that it had failed its MOT on 1. One number plate light out. 2. Both front to rear brake pipes corroded ( Major Defect) and 3. Offside rear brake pipe corroded - flexi to caliper (Major Defect).

The front to rear pipes are a long run. Much of the pipe has a thick rubber coating. The bit that is corroded is right at the very end near the back wheel, before the flexi and does not have a coating. Potentially that piece of pipe will get some hammer from debris and water thrown from the wheels.

MOT expiry was not until near the end of the month and more importantly a year ago another Picanto which at the time was in the Mother in Laws hands also failed due to both front to rear brake pipes being corroded. They charged just under £400. inc VAT (Labour and parts) to replace those 2 pipes. :S I told them to leave the pipes and I would sort it. That was an extortionate amount. The chance of a free (subsequently found to be unnecessary) re-test did not outweigh the costs of having the repair completed in house.

So the car was duly collected and the wheels appear to have been refurbished to a very high standard by an off site firm. TICK. (at last)

Vehicle brought home and I have a read of all the associated service and MOT paperwork.
The service check sheet is annotated at the bottom - 'Brake fluid not changed bleed nipple replacement required' (That could be interpreted as plural or singular) it is not clear.

So having got the vehicle home its jacks out and wheels off. The brake pipes do look a bit scabby in the areas mentioned. A quick wire brush and emery paper later they are found to be in the very best of health.
Traces of very light surface rust. All the scabs are manufacturers coating peeling off or lumps of road dirt. I'm happy they are fine. As we have a garage very local I arranged another MOT informing them of the recent history and if they could do a brake fluid change subject to potentially not breaking off bleed nipples. Bear in mind those nipples (according to service documentation) were cracked open 2 years ago so should not have been totally seized.

Giving the benefit of the doubt. MOTs rely on a lot of visual assessment and the pipes could be construed as potentially corroded BUT I would have thought the tester would need to have more concrete evidence for their assessment. Those areas are exposed to a fair bit of road muck being thrown about. As regards the brake fluid change, if the pipes were to be changed the fluid would have been replaced. The condition of the bleed screws was a bit bizarre and just left hanging. Couldn't change fluid - end of. Some assumptions being made but not checked up on.

At the other end of the scale, the suspicious end; replacing brake pipes appears to be a nice little earner. If it is common practice (see Sportage issues) not to change brake fluid when specified then potentially bleed nipples have not been moved, as in my case, for 6 years. They can corrode in situ and shear off when attempts are made to undo them. Trying to remedy is a time consuming task even if it can be achieved. If not its replacement caliper time. Perhaps anticipating this to be the case they do everything to avoid.

MOT conducted. No issues. In his opinion the brake pipes did not even fall into the Advisory category. He did however issue an Advisory as a way of covering himself based on the previous report - fair dibs. He also managed to undo all the bleed nipples with no drama and stated they were in good order. To be fair I had wire brushed and release oiled them a few days ago. The MOT and brake fluid change came in at £71.

So where are we now with this Main Dealer?

I'm still waiting to hear from the Dealership Manager regarding what they intend to do with the lack of brake fluid change, despite billing me to the contrary, on my Sportage. He stated he would deal with each issue in turn. Now the wheel issue was resolved to my satisfaction he would deal with the Sportage. That was nearly a week ago. In one of our telephone conversations he alluded to the fact that he would not be able to meet my demands which were that I return the vehicle. The vehicle is fully serviced as required under my observation and I be refunded my initial service charge for all the hassle I've endured. This latest fiasco has only strengthened my resolve to really dig my heels in.

Why is everything such a battle?

To be continued :)










Last edited by: Fullchat on Thu 10 Oct 19 at 01:14
 Kia Dealership - Continued :( - VxFan
>> Later on the day I dropped the car off I had a call saying that
>> it had failed its MOT on 1. One number plate light out.

I suggest the MOT tester reminds himself of the current requirements.

www.gov.uk/government/publications/mot-changes-from-may-2018-guidance-for-mot-testers/mot-inspection-manual-changes

Defects that no longer cause an MOT test fail

Some defects that are classed as ‘minor’ since 20 May 2018 previously resulted in a test fail.

one of two registration plate lamps missing or inoperative

If the vehicle only has minor defects, it will pass its MOT and you’ll need to issue an MOT certificate.
 Kia Dealership - Continued :( - Falkirk Bairn
Changes in MoT rules & Regs came up at my last MoT in September.

My local Indie looks after servicing & MoT. He is retiring & has changed from
a partnership to a Limited Company - 30 years+ in business & MoT tester
for nearly 30 years.

Because of the changes he & his son were off for MoT education.
He found out lots had changed over his 30 years & his son's 20 years.

Every day is a school day - no matter how old you are.

He has banked with the same bank & same branch for 30 years
and according to him an unblemished record. When he said "add Ltd"
the full force of the bank regulations fell on him.
Proof of who he, his wife & son were, business plans for the new company.......

He had never written a business plan in his life - his oral business plan (which passed)
was to earn enough money this month to pay next month's bills and avoid have
to pay any Bank Charges for borrowing. This worked as he has had no business loans in 25 years!
 Kia Dealership - Continued :( - Duncan
>> Proof of who he, his wife & son were, business plans for the new company.......
>>
>> He had never written a business plan in his life - his oral business plan
>> (which passed)
>> was to earn enough money this month to pay next month's bills and avoid have
>> to pay any Bank Charges for borrowing. This worked as he has had no business
>> loans in 25 years!
>>

If he isn't asking for, or need an overdraft, and/or he gives a personal guarantee on the Limited Company's borrowings, he shouldn't have to do most of that.
 Kia Dealership - Continued :( - Fullchat
"I suggest the MOT tester reminds himself of the current requirements."

The fail was probably based on the brake pipes. The number plate light was incidental.
Last edited by: Fullchat on Thu 10 Oct 19 at 11:15
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