Nissan Survey Late

[papabeat]

The dealership that I bought my titan from has been hounding me to bring the survey into the office to fill it out, and I have been trying to negotiate some goodies (like a bugshield, gas, etc.), though it has not arrived yet. I bought the truck three weeks ago and am worried it won't arrive and I won't get my freebies from the dealer. Is there a way to check up on this mailing, or do I have the luck of the draw to not get surveyed?

-papabeat

[GETSOMZ28]

Mine took a couple weeks to come in. It will come in eventually!

[HudsonValleyTitan]

I don't remember getting any survey for buying the truck, only for servicing it. And your dealer isn't supposed to be mentioning surveys with you.

[BLWedge09]

Originally Posted by HudsonValleyTitan

I don't remember getting any survey for buying the truck, only for servicing it. And your dealer isn't supposed to be mentioning surveys with you.

They aren't supposed to, but most of them do. Don't listen to what they say. Be honest. Maybe eventually the dealers will wise up and listen if enough people give honest responses. Well, we can dream anyway....

[keiffers]

My Service Advisor keeps pushing the survey but not once have I gotten a Nissan survey about it, only one after I did the purchase. I did though get an email survey from the dealership the other day after I did an oil change. No problems but it was the first real survey about service I've received. They shouldn't though be telling you to fill it out and then bring it in for free oil change, parts, etc. That's only 'buying' you to make good marks about them.

[TOK]

Originally Posted by HudsonValleyTitan

I don't remember getting any survey for buying the truck, only for servicing it. And your dealer isn't supposed to be mentioning surveys with you.

Thats classic. I heard "Please remember to fill out the survey and choose Excellent" about half a dozen times.

[Clancy]

I just sent mine in yesterday. My dealership hasn't hounded me for it once. Then again, their level of customer service is a bit lacking... Witness this fine letter I attached to the survey:

I had to bring my truck back for service a few weeks after delivery to have some “we owe” work done. I arrived the night before to drop the truck off and there was still someone at the cashiers counter. When I inquired about leaving my keys, she politely directed me to the after hours self-service box outside to fill out an envelope and drop the keys through the mail-slot. I completed the envelope and as I dropped it through the slot, I noted 4 or 5 others already on the floor.

When I picked the truck up the next night, the cashier gave me my receipt and keys and that was it. Luckily for me, I had spotted my truck on the way in and knew where it was, but I could have spent a good deal of time trying to find it if I didn’t know where it was.

When I got in the truck, I found two boxes of “parts” and no note or no instructions for their use. When I got home, I looked up the part numbers online and determined they were relays for the receiver hitch kit that had been installed.

I have yet to tow anything, so I haven’t needed these relays yet, and I’m sure when I do, I’ll figure out what I need these relays for and where they go. I may also then figure out how to plug the power into the receiver hitch plug as well (it appears to be on a temporary mount tucked up in the bumper – smart, but I can’t figure out how to unplug it from the temporary mount and it’s been too cold and wet outside to mess with it so maybe when it warms up I’ll figure it out.)

So – what I see here are a bunch of missed opportunities to delivery a higher level of customer service.

• The cashier (assuming she’s not busy with a customer picking up) should be in-taking the keys from the customer. (Even if this means the customer fill in the stupid after-hours envelop inside, in the warmth.)
• When delivering the vehicle from service, someone should be on hand to direct the customer to their car. (my previous, umm, Toyota dealer, had someone bring the car to the door).
• If there are things that require explanation upon deliver (like, extra parts!) then at the very least, the phone call from the service writer notifying me that the work is complete should include tips and help with these things.

Agreeably, all of this stuff is nit-picky. The only requirement I have of my automobiles service department is good, honest, dependable service at reasonable rates in reasonable timeframes. Everything else is fluff. But again, how does a customer know that they’ve received good, honest and dependable service? The fluff goes a long way in creating that experience.

(I wrote the paragraphs above a week ago, but I didn’t print and send this yet. Now it seems there may be more to this story...)

While my truck was in for the service described above, I asked the service writer to also take a look at my power steering fluid level. I noticed that it was low and I’d been hearing the pump moan. He promised to look into and when he called back to say that the truck was ready, he informed me that they did not find a leak and simply topped of the fluid. None of this was noted on the service receipt. And it was no big deal at the time, or so we hope.

I’m bringing the truck back to drop it off tonight. It’s only been about 300 miles since the last service and already my power steering pump is moaning and the level is low. I guess this will be where I test the good, honest & dependable part I wrote about above.

[GreggS]

I'm in the same boat,they must have told me a thousand times to give them high marks,but I did get good service!!I was very happy with everthing!!

Gregg

[HudsonValleyTitan]

Originally Posted by Clancy

I just sent mine in yesterday. My dealership hasn't hounded me for it once. Then again, their level of customer service is a bit lacking... Witness this fine letter I attached to the survey:

I had to bring my truck back for service a few weeks after delivery to have some “we owe” work done. I arrived the night before to drop the truck off and there was still someone at the cashiers counter. When I inquired about leaving my keys, she politely directed me to the after hours self-service box outside to fill out an envelope and drop the keys through the mail-slot. I completed the envelope and as I dropped it through the slot, I noted 4 or 5 others already on the floor.

When I picked the truck up the next night, the cashier gave me my receipt and keys and that was it. Luckily for me, I had spotted my truck on the way in and knew where it was, but I could have spent a good deal of time trying to find it if I didn’t know where it was.

When I got in the truck, I found two boxes of “parts” and no note or no instructions for their use. When I got home, I looked up the part numbers online and determined they were relays for the receiver hitch kit that had been installed.

I have yet to tow anything, so I haven’t needed these relays yet, and I’m sure when I do, I’ll figure out what I need these relays for and where they go. I may also then figure out how to plug the power into the receiver hitch plug as well (it appears to be on a temporary mount tucked up in the bumper – smart, but I can’t figure out how to unplug it from the temporary mount and it’s been too cold and wet outside to mess with it so maybe when it warms up I’ll figure it out.)

So – what I see here are a bunch of missed opportunities to delivery a higher level of customer service.

• The cashier (assuming she’s not busy with a customer picking up) should be in-taking the keys from the customer. (Even if this means the customer fill in the stupid after-hours envelop inside, in the warmth.)
• When delivering the vehicle from service, someone should be on hand to direct the customer to their car. (my previous, umm, Toyota dealer, had someone bring the car to the door).
• If there are things that require explanation upon deliver (like, extra parts!) then at the very least, the phone call from the service writer notifying me that the work is complete should include tips and help with these things.

Agreeably, all of this stuff is nit-picky. The only requirement I have of my automobiles service department is good, honest, dependable service at reasonable rates in reasonable timeframes. Everything else is fluff. But again, how does a customer know that they’ve received good, honest and dependable service? The fluff goes a long way in creating that experience.

(I wrote the paragraphs above a week ago, but I didn’t print and send this yet. Now it seems there may be more to this story...)

While my truck was in for the service described above, I asked the service writer to also take a look at my power steering fluid level. I noticed that it was low and I’d been hearing the pump moan. He promised to look into and when he called back to say that the truck was ready, he informed me that they did not find a leak and simply topped of the fluid. None of this was noted on the service receipt. And it was no big deal at the time, or so we hope.

I’m bringing the truck back to drop it off tonight. It’s only been about 300 miles since the last service and already my power steering pump is moaning and the level is low. I guess this will be where I test the good, honest & dependable part I wrote about above.

LOL..Oh man, your dealers gonna LOVE you now! Anything less than excellent goes against them. You have every right to tell them the things you wrote. Maybe however...next time, you could tell the service manager first and see if he could have been more helpful. Just a thought.

[Clancy]

Originally Posted by HudsonValleyTitan

LOL..Oh man, your dealers gonna LOVE you now! Anything less than excellent goes against them. You have every right to tell them the things you wrote. Maybe however...next time, you could tell the service manager first and see if he could have been more helpful. Just a thought.

I gave the excellent on the sales stuff. (And they didn't deserve that either.) The way they explained it, anything less than excellent is counted as a non-response. And bonuses (incentives - whatever) are only paid on [excellent] responses.

I had a service manager lie to my face with the Toyota. I've never been back and that has a little to do with why I'm driving a Nissan now...

[SickWhip]

I got the same talks with service and sales peoples and have yet to receive a survey.

[brif]

Originally Posted by keiffers

My Service Advisor keeps pushing the survey but not once have I gotten a Nissan survey about it, only one after I did the purchase. I did though get an email survey from the dealership the other day after I did an oil change. No problems but it was the first real survey about service I've received. They shouldn't though be telling you to fill it out and then bring it in for free oil change, parts, etc. That's only 'buying' you to make good marks about them.

It's funny about the free oil change part. They told me the first oil change was on them. Then they said only if I brought the completed survey with me that was marked as excellent on all questions.

I'm pretty satified with what I ended up with on my trade although the first saleman I talked to flat out lied to my face although I ended up getting the price I wanted and a different salesman. Since this was the first non-domestic vehicle I have ever purchased. It would have been nice for them to give me a walk through how the controls work: headlights, windshield washer fluid, radio, whatnot. Sure I may sound picky but hey I had to drive home in rush hour, on snow packed roads, in a large city unfamiliar, at nite.

[jc344]

My dealer called me this afternoon at work and asked how my experience at the dealership was. Then she reminded me that if I brought my survey into the dealership that I would receive a free tank of gas.
Sounds good to me, last time I filled up it was $45

[AR Titan]

My dealership is begging me for my survey. I've been contacted twice by phone in addition to them flat out asking me to mark all excellents on the survey while I was at the dealership buying the truck. I too am whoring myself out for the $40+ of gas they promised, but first I'm going to show up at the dealership with a few more "demands."

I'm increasing my "demands" because my salesman let the door shut on my wife on the way out to look to go for the testdrive, there was zero gas in the truck when we went out for the testdrive and he told us "don't go too far there's not much gas in it", and then when the truck was ready for delivery, the salesperson was no where to be found for 20 minutes. Then he half *** went over the truck with me because it was "getting late."

I think I'll make them squirm for a few more weeks and then show up and switch into hyper-prick mode, or maybe I'll come to my senses and grade the survey truthfully.

[Toolslinger]

My dealership also mentioned several times how importand it was for them to get "Excellent" marks. They did have a new owners forum where they offered pizza and pop while they answered peoples questions about their vehicles. There were rigs nearby so we could point. They even gave us prize bags that had a "genuine" Nissan flashlight, stainless steel mug and Frontier Tshirt. Sales did good. Service ....

That's right! Been there, done that, got the Tshirt!