Service Department - Technicians - Attention to Detail

[eljay]

I think it must be a product of "Asian" cultural thinking. From here, they seem to me to be excessively concerned about public image and what others are thinking/saying about them. So striving for perfect scores is in their cultural DNA so to speak.

I don't think it's Asian. I get similar surveys from my dentist, medical group, pharmacy, bank, etc., none of which are Asian, and, except for the dentist, who owns his practice, I've heard that for all of them anything less than a 10 comes with unpleasant consequences. As a former teacher, who rarely gave a perfect score when there was room for improvement, but who always tried to be fair, I would rather skip the 1-10 ratings and just describe my thoughts about the experience, but most surveys won't allow this.

Odd: Since the advent of these kinds of surveys, I haven't noticed that my experiences at the service department, the doctor, or the bank have been any better than in the old days. Often, worse.

 

[Socalstinga]

I found a good dealer here in socal, Cerritos KIA. Carson and Glendale KIA both broke or scratched something when I took it there. Unless it's warranty work, I don't go to the dealer for anything - I just take it to Concept 3 which is an independent shop that works on KDM mostly, but I have seen everything from a Raptor to JDM to BMW. I've had a few Beemers, infiniti and a porsche, never once took them to the dealer unless it was warranty work (even then I was hesitant and hovered over the service dept.). The only thing I take to the dealer now is the benz since that's a lease.

Either way, if not for the Stinger, I wouldn't have purchased a KIA and probably won't again. well, unless an even better stinger is put out. LOL

 

[NS_Stinger]

It seems to have been a successful car. What are you saying?

It was a joke because the car is boring and hideous.

 

[MerlintheMad]

It was a joke because the car is boring and hideous.

It was a little bridge between then/before and now. There are worse looking cars. Anything Kia has that is less than a Stinger is boring.

 

[Callum]

I went in for an oil change...got back a car with a kinked rocker panel. They didn't adjust the lift pucks...

I give up

 

[Kamauxx]

I went in for an oil change...got back a car with a kinked rocker panel. They didn't adjust the lift pucks...

I give up

Time to call a GM and make a bunch of noise.

When reinstalling my JB4 yesterday I realized whatever they didn't reinstall the ECU/wire harness correct. There's a buldge in the plastic that covers the area and only 2 of the pins were reinstalled. I could probably buy 100 pins for 50 cent but the damn holes don't even line up anymore.

 

[MerlintheMad]

I went in for an oil change...got back a car with a kinked rocker panel. They didn't adjust the lift pucks...

I give up

"It's so hard to find good help these days." What else can be said (that isn't rude)? You're not the first I've read on here having that happen. I'm with @Kamauxx, raise a ruckus.

 

[JustThatPenguin]

So, the surveys are a really shitty part about Kia's rating system. If the advisor does not get a 100%, or 1,000 points it's considered a failure and goes against the dealership.

If you rate them a 9 out of 10, it's a strike against them. I'm not sure who, or why that was created but it's garbage. We got knocked for the free car wash not cleaning cars that hadn't been washed in years....

All dealerships do that. I gave a local lexus dealership 8 out of 10 in 1 category but 10 out of 10 everything else. I was very happy with them and thought this would be good for them. Their gm ended up calling me multiple times asking me what they can do to fix that. explaining the rating process. After asking my sales woman. Turns out I cost her a bonus. I went out of my way to change my review offically.

 

[Kamauxx]

I went out of my way to change my review offically.

If you were honest on the survey you shouldn't change anything. If every dealership begs for perfect scores and gets them, they will never have an incentive to be better.

My dealership is lucky I just ignored and deleted the survey emails because I definitely would have let Kia know how annoying it is for the service advisor to beg me perfect scores.

 

[Revvdmedia]

If you were honest on the survey you shouldn't change anything. If every dealership begs for perfect scores and gets them, they will never have an incentive to be better.

My dealership is lucky I just ignored and deleted the survey emails because I definitely would have let Kia know how annoying it is for the service advisor to beg me perfect scores.

Seems like a tough call to me. I work in a very corporately mandated environment myself, and man I'd be glad if some people put in a 5 out of 10 effort some days. Regardless, to revoke a bonus based on needing 10 out of 10, that's harsh. I guess I say this because sometimes I might rate an aspect of the dealer's performance that might have been out of their hands due to corporate legislature or red tape. My car is supposed to go back for "a part" that may or may not fix the sunroof noise. If it doesn't work, why would I feel so inclined to give the dealer 10 out of 10? But in truth, they might have been held back by corporate to try the "cheapest and least invasive" method and therefore did not fix the problem on the first try. I, as a consumer, would not want to rate them 10 out of 10 when the service to me did not fix the problem, but in reality, was held back by corporate. That is where this becomes unfair. Also, if the survey is simply pass/fail, why not make it so. A subjective score of 1 through 10 makes it easy for people rating to make it something other than 10 for various reasons when in reality the service was "great." In my opinion, it should be "good or bad" or "pass or fail" if that is the only criteria. But if it's simply bonuses on the line, maybe that's much alike to tips, and I heavily rate tips to server's service.

 

[eflyguy]

It's nothing new, and unfortunately prevents customers from giving honest ratings which might serve to improve things where needed. Just marketing BS..