Jeep, Chrysler quality and cust. service - YUCK

On Fri, 11 Feb 2005 23:11:12 -0500, "James C. Reeves"
> wrote:

>Something doesn't sound right. I've had nothing but good experiences with
>Chrysler working through the very few issues I've even had with them over
>nearly 20 years of buying their vehicles. Perhaps trying a different
>dealer...look for the "5-star" rated dealer. Good luck!
>

**** you, dealer.

On Sat, 12 Feb 2005 11:15:11 -0500, "Percival P. Cassidy"
> wrote:

>What does the "5-star" rating signify?


Absolutely NOTHING

> I had less-than-outstanding
>experiences with two "5-star" dealers, and the last time I looked, one
>of them no longer had that rating (and therefore did not show up in the
>"find a dealer" listing when we were looking for a new vehicle).
>
>What does a dealer have to do to get (and lose) that rating?
>
>Perce
>
>
>On 02/11/05 11:11 pm James C. Reeves tossed the following ingredients
>into the ever-growing pot of cybersoup:
>
>> Something doesn't sound right. I've had nothing but good experiences with
>> Chrysler working through the very few issues I've even had with them over
>> nearly 20 years of buying their vehicles. Perhaps trying a different
>> dealer...look for the "5-star" rated dealer. Good luck!

> >What does the "5-star" rating signify?
>
>
> Absolutely NOTHING
The five star rating means that they have factory trained and certified
technicians
>
> >What does a dealer have to do to get (and lose) that rating?
they would lose that rating if they refuse to train thier employees.

"TNKEV" > wrote in message
...
>
>> >What does the "5-star" rating signify?
>>
>>
>> Absolutely NOTHING
> The five star rating means that they have factory trained and certified

Actually all Chrysler dealers have to have Factory trained technicians.
> technicians
>>
>> >What does a dealer have to do to get (and lose) that rating?
> they would lose that rating if they refuse to train thier employees.
>
>

"Cashew" > wrote in message
...
> On Fri, 11 Feb 2005 23:11:12 -0500, "James C. Reeves"
> > wrote:
>
>>Something doesn't sound right. I've had nothing but good experiences with
>>Chrysler working through the very few issues I've even had with them over
>>nearly 20 years of buying their vehicles. Perhaps trying a different
>>dealer...look for the "5-star" rated dealer. Good luck!
>>
>
> **** you, dealer.

And that contribution is helpful, exactly how?

the one thing that was not written was the spiffs the dealer gets for being 5
star
and thats the bottom line of that whole scam
the techs are suppose to get cash for no comebacs
do u think that happens? and there is no recourse when they don't get it

David wrote:

> "James C. Reeves" > wrote in message
> ...
> >
> > "Percival P. Cassidy" > wrote in message
> > ...
> >> What does the "5-star" rating signify? I had less-than-outstanding
> >> experiences with two "5-star" dealers, and the last time I looked, one of
> >> them no longer had that rating (and therefore did not show up in the
> >> "find a dealer" listing when we were looking for a new vehicle).
> >>
> >> What does a dealer have to do to get (and lose) that rating?
> >>
> >> Perce
> >>
> >>
> >
> >
> > I believe they have to qualify annually (or at least periodically). I
> > don't know the specifics, but I believe customer satisfaction surveys,
> > return visits for the same repairs, condition of the shop, etc. are part
> > of the equation. The dealer I use has been a 5-star dealer for as long as
> > I can remember. You can eat off of their shop floor and I have not had a
> > single occurrence when any repair wasn't done right the 1st time (and
> > that's over nearly 20 years and several cars/van's/trucks). A little
> > expensive, but worth it when those are the results.
>
> The dealer must stay above the "Group" Rating in both CSI, and SSI. The
> group is all other chrysler dealers of his size in sales volume. The smaller
> dealers typically have a much higher CSI and SSI rating then large volume
> dealers. But for a dealer to become 5-star, they must be higher then average
> for there size. Also they must have implemented a 100% call-back system.
> Meaning they have to have a person in the dealership dedicated to answer all
> customer concerns. Someone must phone 100% of the people who Just purchased
> a new vehicle. And Service must phone 100% of the warranty repair customer.
> Know this is customer Just for warranty. All calls must be logged on a
> call-sheet, as to time called and what the conversation entailed. Know the
> caller is not the person in charge of the customer service, it is usually
> the receptionist, who is paid eg.(25 cents a call) they must write down any
> complaints or concerns that the customer made. Then the next day, the
> Customer Service person, goes through the logs to see, the concerns and
> complaints. They then talk to the appropriate department manager, and come
> to a decision on how to deal with the concern. And then that manager would
> contac t the customer, and let them now they received the concern and would
> like to rectify it. ( now this is the important part) Some of the customer
> concerns is total ****! Sorry, but it is. There are a number of buyer
> remorse stories, and the whole bit, so the customer just wants to bitch
> about everything. If that is the case there is no incentive whatever for the
> dealer to help the customer. But if they are genuine, such as dirty car on
> delivery, grease monkey left grease on steering wheel, etc. Problem with
> totals charged, etc. Then they will do something for you. The good dealers
> would offer free oil change next visit, free detailing, etc. I worked at
> Chrysler when they implemented it in Canada. And they big thing there was we
> were pushing dealers to be ISO certified. So the dealers ISO certified,
> already had the systems in palce to deal with customer concerns. ONCE A
> DEALER IS CERTIFIED, it is hard to be de-certified. A dealer must be
> certified based on his 12 month average for CSI and SSI, So it is hard for
> ****ty dealer to certify. But once he is, and his score go below average, a
> dealer can dragg on indefinately. And trust me, the reps hat this part! A
> dealer just has to show he has implemented a system to TRY and improve his
> score. That's right - to Try and improve his score. Which helps a fairly
> good dealer, because if the are genuine in acheiving the high score, they
> will try and do there best to improve, including firing people, and the
> whole bit. But other dealers just write up a one page letter stating they
> are going to clean the ****ters once a day, make sure coffee pot is full,
> etc. And if the dealer is friends with the Regional manager, for Chrysler,
> Forget it! The reps can't even type a documentation letter to the dealer,
> without approval from the regional manager.
>
> Anyway. there are a few more criteria, involved. and cleanliness is one.
>
> If you really want to know, a small dealer who is 5-star is more then likely
> a sincere person who does want to do there best to please you in the
> purchase. As they are small, they have a very small return percentage on
> CSI, and SSI scores, so it is very easy for them to get lower scores. So
> they try to make sure they get in all surveys that they can. And typically,
> Small dealers in general, have a homier feel, and down home atmosphere that
> automatically make people feel better about buying a car.
>
> If anyone needs to know a genuine dealer in Canada, Drop me a line!
>
>

wellll he got that off his chest and now won't go postal

"James C. Reeves" wrote:

> "Cashew" > wrote in message
> ...
> > On Fri, 11 Feb 2005 23:11:12 -0500, "James C. Reeves"
> > > wrote:
> >
> >>Something doesn't sound right. I've had nothing but good experiences with
> >>Chrysler working through the very few issues I've even had with them over
> >>nearly 20 years of buying their vehicles. Perhaps trying a different
> >>dealer...look for the "5-star" rated dealer. Good luck!
> >>
> >
> > **** you, dealer.
>
> And that contribution is helpful, exactly how?

Spiffs to the mechanics is a dealer thing. It is not from Chrysler. Chrysler
does not spiff the mechanics for anything, due to the problem with Sears
years ago spiffing there mechanics to upsell parts. I think they got busted
on dateline, or some other news show. If the dealer wants to spiff that's
fine, But it is not from Chrysler. The dealerership get's extra money from
Chrysler depending on there scores, and sales volume.
"mic canic" > wrote in message
...
> the one thing that was not written was the spiffs the dealer gets for
> being 5
> star
> and thats the bottom line of that whole scam
> the techs are suppose to get cash for no comebacs
> do u think that happens? and there is no recourse when they don't get it
>
> David wrote:
>
>> "James C. Reeves" > wrote in message
>> ...
>> >
>> > "Percival P. Cassidy" > wrote in message
>> > ...
>> >> What does the "5-star" rating signify? I had less-than-outstanding
>> >> experiences with two "5-star" dealers, and the last time I looked, one
>> >> of
>> >> them no longer had that rating (and therefore did not show up in the
>> >> "find a dealer" listing when we were looking for a new vehicle).
>> >>
>> >> What does a dealer have to do to get (and lose) that rating?
>> >>
>> >> Perce
>> >>
>> >>
>> >
>> >
>> > I believe they have to qualify annually (or at least periodically). I
>> > don't know the specifics, but I believe customer satisfaction surveys,
>> > return visits for the same repairs, condition of the shop, etc. are
>> > part
>> > of the equation. The dealer I use has been a 5-star dealer for as long
>> > as
>> > I can remember. You can eat off of their shop floor and I have not had
>> > a
>> > single occurrence when any repair wasn't done right the 1st time (and
>> > that's over nearly 20 years and several cars/van's/trucks). A little
>> > expensive, but worth it when those are the results.
>>
>> The dealer must stay above the "Group" Rating in both CSI, and SSI. The
>> group is all other chrysler dealers of his size in sales volume. The
>> smaller
>> dealers typically have a much higher CSI and SSI rating then large volume
>> dealers. But for a dealer to become 5-star, they must be higher then
>> average
>> for there size. Also they must have implemented a 100% call-back system.
>> Meaning they have to have a person in the dealership dedicated to answer
>> all
>> customer concerns. Someone must phone 100% of the people who Just
>> purchased
>> a new vehicle. And Service must phone 100% of the warranty repair
>> customer.
>> Know this is customer Just for warranty. All calls must be logged on a
>> call-sheet, as to time called and what the conversation entailed. Know
>> the
>> caller is not the person in charge of the customer service, it is usually
>> the receptionist, who is paid eg.(25 cents a call) they must write down
>> any
>> complaints or concerns that the customer made. Then the next day, the
>> Customer Service person, goes through the logs to see, the concerns and
>> complaints. They then talk to the appropriate department manager, and
>> come
>> to a decision on how to deal with the concern. And then that manager
>> would
>> contac t the customer, and let them now they received the concern and
>> would
>> like to rectify it. ( now this is the important part) Some of the
>> customer
>> concerns is total ****! Sorry, but it is. There are a number of buyer
>> remorse stories, and the whole bit, so the customer just wants to bitch
>> about everything. If that is the case there is no incentive whatever for
>> the
>> dealer to help the customer. But if they are genuine, such as dirty car
>> on
>> delivery, grease monkey left grease on steering wheel, etc. Problem with
>> totals charged, etc. Then they will do something for you. The good
>> dealers
>> would offer free oil change next visit, free detailing, etc. I worked at
>> Chrysler when they implemented it in Canada. And they big thing there was
>> we
>> were pushing dealers to be ISO certified. So the dealers ISO certified,
>> already had the systems in palce to deal with customer concerns. ONCE A
>> DEALER IS CERTIFIED, it is hard to be de-certified. A dealer must be
>> certified based on his 12 month average for CSI and SSI, So it is hard
>> for
>> ****ty dealer to certify. But once he is, and his score go below average,
>> a
>> dealer can dragg on indefinately. And trust me, the reps hat this part! A
>> dealer just has to show he has implemented a system to TRY and improve
>> his
>> score. That's right - to Try and improve his score. Which helps a fairly
>> good dealer, because if the are genuine in acheiving the high score, they
>> will try and do there best to improve, including firing people, and the
>> whole bit. But other dealers just write up a one page letter stating they
>> are going to clean the ****ters once a day, make sure coffee pot is full,
>> etc. And if the dealer is friends with the Regional manager, for
>> Chrysler,
>> Forget it! The reps can't even type a documentation letter to the dealer,
>> without approval from the regional manager.
>>
>> Anyway. there are a few more criteria, involved. and cleanliness is one.
>>
>> If you really want to know, a small dealer who is 5-star is more then
>> likely
>> a sincere person who does want to do there best to please you in the
>> purchase. As they are small, they have a very small return percentage on
>> CSI, and SSI scores, so it is very easy for them to get lower scores. So
>> they try to make sure they get in all surveys that they can. And
>> typically,
>> Small dealers in general, have a homier feel, and down home atmosphere
>> that
>> automatically make people feel better about buying a car.
>>
>> If anyone needs to know a genuine dealer in Canada, Drop me a line!
>>
>>
>

actually the techs are suppose to get 125.00 from the dealer for a 95% or better
ffv per 1/4 but we know that never happens and it's not general knowledge

David wrote:

> Spiffs to the mechanics is a dealer thing. It is not from Chrysler. Chrysler
> does not spiff the mechanics for anything, due to the problem with Sears
> years ago spiffing there mechanics to upsell parts. I think they got busted
> on dateline, or some other news show. If the dealer wants to spiff that's
> fine, But it is not from Chrysler. The dealerership get's extra money from
> Chrysler depending on there scores, and sales volume.
> "mic canic" > wrote in message
> ...
> > the one thing that was not written was the spiffs the dealer gets for
> > being 5
> > star
> > and thats the bottom line of that whole scam
> > the techs are suppose to get cash for no comebacs
> > do u think that happens? and there is no recourse when they don't get it
> >
> > David wrote:
> >
> >> "James C. Reeves" > wrote in message
> >> ...
> >> >
> >> > "Percival P. Cassidy" > wrote in message
> >> > ...
> >> >> What does the "5-star" rating signify? I had less-than-outstanding
> >> >> experiences with two "5-star" dealers, and the last time I looked, one
> >> >> of
> >> >> them no longer had that rating (and therefore did not show up in the
> >> >> "find a dealer" listing when we were looking for a new vehicle).
> >> >>
> >> >> What does a dealer have to do to get (and lose) that rating?
> >> >>
> >> >> Perce
> >> >>
> >> >>
> >> >
> >> >
> >> > I believe they have to qualify annually (or at least periodically). I
> >> > don't know the specifics, but I believe customer satisfaction surveys,
> >> > return visits for the same repairs, condition of the shop, etc. are
> >> > part
> >> > of the equation. The dealer I use has been a 5-star dealer for as long
> >> > as
> >> > I can remember. You can eat off of their shop floor and I have not had
> >> > a
> >> > single occurrence when any repair wasn't done right the 1st time (and
> >> > that's over nearly 20 years and several cars/van's/trucks). A little
> >> > expensive, but worth it when those are the results.
> >>
> >> The dealer must stay above the "Group" Rating in both CSI, and SSI. The
> >> group is all other chrysler dealers of his size in sales volume. The
> >> smaller
> >> dealers typically have a much higher CSI and SSI rating then large volume
> >> dealers. But for a dealer to become 5-star, they must be higher then
> >> average
> >> for there size. Also they must have implemented a 100% call-back system.
> >> Meaning they have to have a person in the dealership dedicated to answer
> >> all
> >> customer concerns. Someone must phone 100% of the people who Just
> >> purchased
> >> a new vehicle. And Service must phone 100% of the warranty repair
> >> customer.
> >> Know this is customer Just for warranty. All calls must be logged on a
> >> call-sheet, as to time called and what the conversation entailed. Know
> >> the
> >> caller is not the person in charge of the customer service, it is usually
> >> the receptionist, who is paid eg.(25 cents a call) they must write down
> >> any
> >> complaints or concerns that the customer made. Then the next day, the
> >> Customer Service person, goes through the logs to see, the concerns and
> >> complaints. They then talk to the appropriate department manager, and
> >> come
> >> to a decision on how to deal with the concern. And then that manager
> >> would
> >> contac t the customer, and let them now they received the concern and
> >> would
> >> like to rectify it. ( now this is the important part) Some of the
> >> customer
> >> concerns is total ****! Sorry, but it is. There are a number of buyer
> >> remorse stories, and the whole bit, so the customer just wants to bitch
> >> about everything. If that is the case there is no incentive whatever for
> >> the
> >> dealer to help the customer. But if they are genuine, such as dirty car
> >> on
> >> delivery, grease monkey left grease on steering wheel, etc. Problem with
> >> totals charged, etc. Then they will do something for you. The good
> >> dealers
> >> would offer free oil change next visit, free detailing, etc. I worked at
> >> Chrysler when they implemented it in Canada. And they big thing there was
> >> we
> >> were pushing dealers to be ISO certified. So the dealers ISO certified,
> >> already had the systems in palce to deal with customer concerns. ONCE A
> >> DEALER IS CERTIFIED, it is hard to be de-certified. A dealer must be
> >> certified based on his 12 month average for CSI and SSI, So it is hard
> >> for
> >> ****ty dealer to certify. But once he is, and his score go below average,
> >> a
> >> dealer can dragg on indefinately. And trust me, the reps hat this part! A
> >> dealer just has to show he has implemented a system to TRY and improve
> >> his
> >> score. That's right - to Try and improve his score. Which helps a fairly
> >> good dealer, because if the are genuine in acheiving the high score, they
> >> will try and do there best to improve, including firing people, and the
> >> whole bit. But other dealers just write up a one page letter stating they
> >> are going to clean the ****ters once a day, make sure coffee pot is full,
> >> etc. And if the dealer is friends with the Regional manager, for
> >> Chrysler,
> >> Forget it! The reps can't even type a documentation letter to the dealer,
> >> without approval from the regional manager.
> >>
> >> Anyway. there are a few more criteria, involved. and cleanliness is one.
> >>
> >> If you really want to know, a small dealer who is 5-star is more then
> >> likely
> >> a sincere person who does want to do there best to please you in the
> >> purchase. As they are small, they have a very small return percentage on
> >> CSI, and SSI scores, so it is very easy for them to get lower scores. So
> >> they try to make sure they get in all surveys that they can. And
> >> typically,
> >> Small dealers in general, have a homier feel, and down home atmosphere
> >> that
> >> automatically make people feel better about buying a car.
> >>
> >> If anyone needs to know a genuine dealer in Canada, Drop me a line!
> >>
> >>
> >