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Old 08-23-2007, 08:39 AM   #1
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Sad day for us.... (yucky mechanic story)

We took our MoHo in for inspection this week and 2 new sneakers. Jeff has spent hours upon hours polishing the rims before the new tires went on. The mechanics could have cared less about his efforts. They must have just pushed the rims right across the floor for they are all scratched up now. On top of that, we don't even know how this could have happened, but the driver's side windshield got scraped.

Jeff hasn't spoken with them yet about the rims, but they already agreed to the windshield damage. They want to have it buffed out and he has to bring it to a shop today to see if that is even a possible solution.

I think the part that makes us the most upset is the lack of respect for our baby. Maybe isn't in the most beautiful condition, but it is a work in progress and this is a setback.

Sad day here.
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Old 08-23-2007, 08:44 AM   #2
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Thumbs down

AAAAAAAAAAHHHHHHHHHH!!!!!!!!!

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Old 08-23-2007, 08:47 AM   #3
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Quote:
Originally Posted by rgesch
AAAAAAAAAAHHHHHHHHHH!!!!!!!!!

Yes, this says most of it!
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Old 08-23-2007, 08:51 AM   #4
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Just makes me sick to hear this.

Karma to you for healing. I've gotten so fed up that I take digital pictures of whatever vehicle I take in for service the day of service. There's a current day's newspaper visible in at least one shot.

I let the dealer KNOW I have these photos too.

It's the same old thing. You really need to shop around and be willing to pay a premium for good service. Even if you find a shop you can trust, turnover happens.... and as a business owner I do know that some days even my best people make mistakes.

Insist that they buff out the wheels too.

best, Paula
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Old 08-23-2007, 08:56 AM   #5
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We have had similar experiences when you have something done by the "pros" without watching them. I have come to the point where I watch the work done. When they give me some line of crap about how their insurance company does not allow that. I tell them That I will take my business elsewhere, and that usually handles it.

I think that these shops compete to see who can hire the biggest idiot.
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Old 08-23-2007, 09:19 AM   #6
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1985 32.5' Airstream 325
Rochester , New Hampshire
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Quote:
Originally Posted by Foiled Again
Karma to you for healing. I've gotten so fed up that I take digital pictures of whatever vehicle I take in for service the day of service. There's a current day's newspaper visible in at least one shot.

I let the dealer KNOW I have these photos too.

It's the same old thing. You really need to shop around and be willing to pay a premium for good service. Even if you find a shop you can trust, turnover happens.... and as a business owner I do know that some days even my best people make mistakes.

Insist that they buff out the wheels too.

best, Paula
We now feel we have to do this also. Great suggestion with the dated newspaper. This is not the first event where we have had auto damage while at a shop. Our Pathfinder had a rather large dent put in the side by a delivery truck dropping off tires to the repair shop. When my husband went to pick it up, they never even told him about it. He paid, walked out to leave and saw it.
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Old 08-23-2007, 09:20 AM   #7
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1985 32.5' Airstream 325
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Quote:
Originally Posted by moosetags
We have had similar experiences when you have something done by the "pros" without watching them. I have come to the point where I watch the work done. When they give me some line of crap about how their insurance company does not allow that. I tell them That I will take my business elsewhere, and that usually handles it.
I told my husband yesterday that I would have to start staying with the vehicles. I agree with you. This does seem to make a big difference.

Quote:
Originally Posted by moosetags
I think that these shops compete to see who can hire the biggest idiot.
You have made me laugh. Thank you!
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Old 08-23-2007, 09:24 AM   #8
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Quote:
Originally Posted by Foiled Again

Insist that they buff out the wheels too.

best, Paula
Just called Jeff to see what the shops have said and the glass company doesn't think they can buff it out and he doesn't even want the dealer to touch the rims. He is pretty upset right now.

The problem gets worse as the windshield is going to have inspection issues if he doesn't have something done and he was not wanting to have it replaced.
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Old 08-23-2007, 10:10 AM   #9
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A couple of things to do:
  1. Document the whole thing - who you spoke to and when. What they said in as close to a quote as possible for future reference. Remember any key words they may have used that when referenced later, people will be able to "see" that person saying it in those words.
  2. If the repair shop is taking responsibility great, don't waste time though, get the repairs done now, do not wait. People move on, the immediate desire to take care of you and get you out of their hair goes away and you become a PITB.
  3. If you are not satisfied with their responses you should report them to the BBB in your area, and if they are part of a chain you should go up the ladder quickly, first at the local shop, then within the chain.
  4. I explain when I take my vehicle in for repair what it is I expect. I'm pretty clear that I may be a bit more anal than most customers but that when I come back I inspect the work, the vehicle, and expect that they will put a qualified individual on the job. And I do inspect the work before I take the vehicle - many times it's gone right back into the shop for them to "complete" the job for something they forgot (cotter keys seems to be the common thing).
  5. The few times I've actually had real problems with the work done or damage to the vehicle I've found getting angry did not make anything go quicker. Asking them to live up to their commitment works better, and escalating to the BBB and up the management chain locally and at head office has always gotten the results I paid for initially.
  6. Being able to refer to notes made as soon as I've left, at a later time, and recall almost verbatim and the time stamp, has put more than a few folks in "oh yeah, I guess I did say that" mode. For some it's been a real embarrassment, for others it reaffirms in their minds that they did make the commitment. It also lets them know very clearly that I'm not just going to go away so they had best suck it up and live up to their obligations.
I don't know what the employment situation is like in your neck of the woods but here it's very difficult for employers to get quality and committed employees in service roles. The oil and gas industry is in full swing and if you can breath you have a good chance of making good money in that field. Thus everyone moves up the employment food chain and the ugly jobs either go empty, or taken on by those with little commitment to the job.

I realize your hubby is upset and rightfully so. He needs to go back, though, and manage them to get what he wants.

Keep us posted on how this turns out. I've got the fingers crossed for a proper resolution.

Barry
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Old 08-23-2007, 10:49 AM   #10
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Employees

It seems to be a general kind of thing with most industries today by having less than ideal mechanics.

Granted, there is always the exceptions.

But, for most part, mechanics have adopted a "that's good enough attitude."

Strange though, while they are supposed to do a "well done job," they often do not.

Everything to that kind of mechanic is "that's good enough."

Amazingly though, their pay check is "never" good enough.

Wonder what would happen if emplyers paid some of those mechanics, a "good enough wage?"

Ah yes, life goes on.

Everyone makes mistakes, but it's the attitude that makes the difference.

Find a mechanic with a good attitude, and you will rarely ever have a problem with his work.

Workmans comp has done wonders for our labor force. NOT !!!!!!

Andy
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Old 08-23-2007, 10:53 AM   #11
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1985 32.5' Airstream 325
Rochester , New Hampshire
Join Date: Oct 2006
Posts: 362
Quote:
Originally Posted by safari57
A couple of things to do:
  1. Document the whole thing - who you spoke to and when. What they said in as close to a quote as possible for future reference. Remember any key words they may have used that when referenced later, people will be able to "see" that person saying it in those words.
  2. If the repair shop is taking responsibility great, don't waste time though, get the repairs done now, do not wait. People move on, the immediate desire to take care of you and get you out of their hair goes away and you become a PITB.
  3. If you are not satisfied with their responses you should report them to the BBB in your area, and if they are part of a chain you should go up the ladder quickly, first at the local shop, then within the chain.
  4. I explain when I take my vehicle in for repair what it is I expect. I'm pretty clear that I may be a bit more anal than most customers but that when I come back I inspect the work, the vehicle, and expect that they will put a qualified individual on the job. And I do inspect the work before I take the vehicle - many times it's gone right back into the shop for them to "complete" the job for something they forgot (cotter keys seems to be the common thing).
  5. The few times I've actually had real problems with the work done or damage to the vehicle I've found getting angry did not make anything go quicker. Asking them to live up to their commitment works better, and escalating to the BBB and up the management chain locally and at head office has always gotten the results I paid for initially.
  6. Being able to refer to notes made as soon as I've left, at a later time, and recall almost verbatim and the time stamp, has put more than a few folks in "oh yeah, I guess I did say that" mode. For some it's been a real embarrassment, for others it reaffirms in their minds that they did make the commitment. It also lets them know very clearly that I'm not just going to go away so they had best suck it up and live up to their obligations.
I don't know what the employment situation is like in your neck of the woods but here it's very difficult for employers to get quality and committed employees in service roles. The oil and gas industry is in full swing and if you can breath you have a good chance of making good money in that field. Thus everyone moves up the employment food chain and the ugly jobs either go empty, or taken on by those with little commitment to the job.

I realize your hubby is upset and rightfully so. He needs to go back, though, and manage them to get what he wants.

Keep us posted on how this turns out. I've got the fingers crossed for a proper resolution.

Barry
All excellent advice and I am working on the record keeping right now. Thank you for taking the time to post all of this. I really appreciate it.

Kristine
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Old 08-23-2007, 10:57 AM   #12
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1985 32.5' Airstream 325
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Quote:
Originally Posted by Inland RV Center, In
It seems to be a general kind of thing with most industries today by having less than ideal mechanics.

Granted, there is always the exceptions.

But, for most part, mechanics have adopted a "that's good enough attitude."

Strange though, while they are supposed to do a "well done job," they often do not.

Everything to that kind of mechanic is "that's good enough."

Amazingly though, their pay check is "never" good enough.

Wonder what would happen if emplyers paid some of those mechanics, a "good enough wage?"

Ah yes, life goes on.

Everyone makes mistakes, but it's the attitude that makes the difference.

Find a mechanic with a good attitude, and you will rarely ever have a problem with his work.

Workmans comp has done wonders for our labor force. NOT !!!!!!

Andy
We finally found a mechanic for our vehicles that has the right attitude you are talking about and does treat the vehicles like his own which we appreciate. It is simply not easy to find someone local who will work with the RV the same way. There are 2 places in our area that inspect RVs and we have now used them both. Not good.

Thanks for your post!
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Old 08-23-2007, 11:03 AM   #13
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Thanks for the post and the eye opener. I know just how aggrevated you feel because your episode upsets me - like hurting a family member. My trailer is in the shop right now and makes me wonder if she's being traeted as one of their own, or one of their new vehicles for sale awaiting the next potential buyer. I've been satisfied with them for previous work and I think other NEU members have also had positive experiences. The proof will be how this shop stands up and makes it right.
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Old 08-23-2007, 01:19 PM   #14
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Stories like this re-inforce the reason that I'm in the RV business. I treat every customer's rig like it was mine, and do the job the way I would do it for myself. Sure, my rates are near the top of the charts, but when you work on a lot of $500,000+ rigs, it's what my clients expect.....top-notch service for an appropriate fee.

Continual training, certification and comittment cost $$$$$. If you want a bargain price, be prepared to get bargain results as well. You truly get what you pay for.................................
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