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Steamguy · 06-06-2007, 12:39 PM

Alan Webb Nissan, Vancouver Washington:

Time to call bollshat on these guys. I called yesterday because the rear shocks on my '04 SE were sloppy, the snubbing action is lost. I have this sooper-dooper warranty, and it's apparently no good. The phone conversation:

Steamguy: "Hi, I have an '04 SE that I bought from you guys, with the gold extended warranty, and I'm having trouble with the rear shocks. It's got 60,000 miles on it."

Service Writer: "Okay, what seems to be the problem?"

Steamguy: "Well, I tow a 7000# trailer, and the snubbing action on the shock absorbers has almost disappeared. It's making the truck and trailer handle sloppy, and it's to the point where it's dangerous. Can I bring it in to have them replaced?"

Service Writer: "Well, we don't just go changing parts just because somebody thinks there's something wrong with the truck. Besides, what do you mean by 'snubbing'? Shock absorbers are to absorb shock, and the springs and stuff are there to hold up the truck."

About this time, I'm thinking, Are you kidding me? What kind of an idiot did they put on the Service desk??

In the past, you had to be Journeyman-qualified or better to run the Desk. I know. I was there. And although Monday mornings are never very fun, I gave him the advantage of calling on Tuesday afternoon - when from experience I know it's slow.

I decide it's not going to be fair to the little brain on this kid if I try to argue. They'll just have to clean up the mess in the dealership after his head explodes. So instead, I take a different tack:

Steamguy: "So if I can bring it in and demonstrate how the shocks are worn out, you'll replace them under my extended warranty?"

Service Writer: "Well, that's not how it works..."

Steamguy: "Wait. You won't replace them unless it can be demonstrated that they have failed, is that what you're saying? You'd have to see oil running down the outside of the tube or something like that?"

(Shocks seldom fail like that any more. I've been out of the business for a long time and even I know that.)

Service Writer: "Well, that's about it."

Steamguy: "Okay, thanks. You guys there have a good life." I didn't bother to ask his qualifications past this point. He's probably going to cite that he's been changing oil for the past six months as proof of competence.

Darnit, I'm mad. Anybody have the name of a good dealer in the Portland/Vancouver USA area? I used to think these guys had improved, but they've gone all clueless again.

Meanwhile, I'm going to go to a real tire store where they understand shock absorbers...

Let these losers at Alan Webb go back to sweeping the floor in the shop to have something to do; because they have gradually lost all intelligent customers...

Thanks for allowing me to pop off some excess pressure....

Steamguy

06-06-2007, 12:39 PM	#166 (permalink)
Steamguy Registered User iTrader: (0) Join Date: Mar 2004 Location: In the windy Columbia Gorge, in Washington, the state Posts: 680 Thanks: 6 Thanked 10 Times in 9 Posts	Re: Service Department Experiences Alan Webb Nissan, Vancouver Washington: Time to call bollshat on these guys. I called yesterday because the rear shocks on my '04 SE were sloppy, the snubbing action is lost. I have this sooper-dooper warranty, and it's apparently no good. The phone conversation: Steamguy: "Hi, I have an '04 SE that I bought from you guys, with the gold extended warranty, and I'm having trouble with the rear shocks. It's got 60,000 miles on it." Service Writer: "Okay, what seems to be the problem?" Steamguy: "Well, I tow a 7000# trailer, and the snubbing action on the shock absorbers has almost disappeared. It's making the truck and trailer handle sloppy, and it's to the point where it's dangerous. Can I bring it in to have them replaced?" Service Writer: "Well, we don't just go changing parts just because somebody thinks there's something wrong with the truck. Besides, what do you mean by 'snubbing'? Shock absorbers are to absorb shock, and the springs and stuff are there to hold up the truck." About this time, I'm thinking, Are you kidding me? What kind of an idiot did they put on the Service desk?? In the past, you had to be Journeyman-qualified or better to run the Desk. I know. I was there. And although Monday mornings are never very fun, I gave him the advantage of calling on Tuesday afternoon - when from experience I know it's slow. I decide it's not going to be fair to the little brain on this kid if I try to argue. They'll just have to clean up the mess in the dealership after his head explodes. So instead, I take a different tack: Steamguy: "So if I can bring it in and demonstrate how the shocks are worn out, you'll replace them under my extended warranty?" Service Writer: "Well, that's not how it works..." Steamguy: "Wait. You won't replace them unless it can be demonstrated that they have failed, is that what you're saying? You'd have to see oil running down the outside of the tube or something like that?" (Shocks seldom fail like that any more. I've been out of the business for a long time and even I know that.) Service Writer: "Well, that's about it." Steamguy: "Okay, thanks. You guys there have a good life." I didn't bother to ask his qualifications past this point. He's probably going to cite that he's been changing oil for the past six months as proof of competence. Darnit, I'm mad. Anybody have the name of a good dealer in the Portland/Vancouver USA area? I used to think these guys had improved, but they've gone all clueless again. Meanwhile, I'm going to go to a real tire store where they understand shock absorbers... Let these losers at Alan Webb go back to sweeping the floor in the shop to have something to do; because they have gradually lost all intelligent customers... Thanks for allowing me to pop off some excess pressure.... Steamguy Last edited by Steamguy; 06-06-2007 at 12:44 PM.