Seeing the Job done!

[XR6Runner]

Hey everybody!

I'm going into a service with FORD soon, and as I have the whole, entire day off, I was thinking I would hang around and go into the workshop and see exactly what they do.

Has anybody ever done this before.

If they are going to touch anything on my car, I want to be there, so I know exactly what they do and where all my money is going. I've never done this before, but I'm definitely doing it this time!

I'm just kind of sick of hearing all these bad stories of Ford Dealership services and such, so I'm going to see what really happens!

Cheers!

[flappist]

Originally Posted by XR6Runner

Hey everybody!

I'm going into a service with FORD soon, and as I have the whole, entire day off, I was thinking I would hang around and go into the workshop and see exactly what they do.

Has anybody ever done this before.

If they are going to touch anything on my car, I want to be there, so I know exactly what they do and where all my money is going. I've never done this before, but I'm definitely doing it this time!

I'm just kind of sick of hearing all these bad stories of Ford Dealership services and such, so I'm going to see what really happens!

Cheers!

Probably won't let you in the workshop. OHS rules......

[XR6Runner]

Originally Posted by flappist

Probably won't let you in the workshop. OHS rules......

It is not OHS to have an out side observer. Unless this observer decides to help in the process of the service... I would just stand completely aside. Even out side of the garage, but still having my car in view and being able to see what they do.

I've thought of this. If they don't allow me to see what they have done or do, I will tell them that I will take my business elsewhere. And that's that.

[flappist]

Originally Posted by XR6Runner

It is not OHS to have an out side observer. Unless this observer decides to help in the process of the service... I would just stand completely aside. Even out side of the garage, but still having my car in view and being able to see what they do.

I've thought of this. If they don't allow me to see what they have done or do, I will tell them that I will take my business elsewhere. And that's that.

So you have all the safety equipment, have been trained and certified in dangerous liquids etc, know the fire evacuation plan etc etc etc...

YES IT IS OHS.....unfortunately.

If you stand outside the garage in a safe place and can still see what is happening you still can't talk to the mechanic, you must talk to the service manager and if you make a pain of yourself you will get ejected.

Now you have asked what the go is so I am telling you what happens at the 10 or so dealerships that I look after.

You can either accept it of just stay around. Making a pain of yourself is only going to ensure that your bill will have no freebies or extra work done and get you a nice entry in the computer so your reputation can be shared.....

The acronym PITA is not extremely uncommon in service histories......

[XR6Runner]

Originally Posted by flappist

So you have all the safety equipment, have been trained and certified in dangerous liquids etc, know the fire evacuation plan etc etc etc...

YES IT IS OHS.....unfortunately.

If you stand outside the garage in a safe place and can still see what is happening you still can't talk to the mechanic, you must talk to the service manager and if you make a pain of yourself you will get ejected.

Now you have asked what the go is so I am telling you what happens at the 10 or so dealerships that I look after.

You can either accept it of just stay around. Making a pain of yourself is only going to ensure that your bill will have no freebies or extra work done and get you a nice entry in the computer so your reputation can be shared.....

The acronym PITA is not extremely uncommon in service histories......

I am alright with them telling me it is an OHS risk if I stand in their garage to see them do their job. But I don't see a problem if I am standing just outside their garage door. And if they don't even let me do that, I don't mind. Because my personal mechanic is a good friend of mine and he will take me through the whole service procedure (I asked him, he said he will show me exactly what he does, and that's the main reason I want to see Fords service). If they let me down.

Then seeya later Ford Service.

Only reason I am with ford service is because I have about 30,000 kms left of warranty.

But I am willing to sacrifice that for a better service, better price and better customer service.

[Peter B - CV8]

Originally Posted by XR6Runner

I am alright with them telling me it is an OHS risk if I stand in their garage to see them do their job. But I don't see a problem if I am standing just outside their garage door. And if they don't even let me do that, I don't mind. Because my personal mechanic is a good friend of mine and he will take me through the whole service procedure (I asked him, he said he will show me exactly what he does, and that's the main reason I want to see Fords service). If they let me down.

Then seeya later Ford Service.

What you are proposing is silly. Just because you have the "day off" you are prepared to hang around the workshop entrance - hoping to catch a glimpse of your car being worked on. The workshop Manager would be quite within his rights to tell you to rack off - especially as they have cars almost constantly entering & leaving (and you loitering around the garage doors).
Why don't you take the car to your personal friend & see how long the friendship lasts with you "sticking your nose in".

[flappist]

Originally Posted by XR6Runner

I am alright with them telling me it is an OHS risk if I stand in their garage to see them do their job. But I don't see a problem if I am standing just outside their garage door. And if they don't even let me do that, I don't mind. Because my personal mechanic is a good friend of mine and he will take me through the whole service procedure (I asked him, he said he will show me exactly what he does, and that's the main reason I want to see Fords service). If they let me down.

Then seeya later Ford Service.

Only reason I am with ford service is because I have about 30,000 kms left of warranty.

But I am willing to sacrifice that for a better service, better price and better customer service.

How, in July 2009, could you still have warranty on a BA XR6?

[Ducati888]

Originally Posted by XR6Runner

I am alright with them telling me it is an OHS risk if I stand in their garage to see them do their job. But I don't see a problem if I am standing just outside their garage door. And if they don't even let me do that, I don't mind. Because my personal mechanic is a good friend of mine and he will take me through the whole service procedure (I asked him, he said he will show me exactly what he does, and that's the main reason I want to see Fords service). If they let me down.

Then seeya later Ford Service.

Only reason I am with ford service is because I have about 30,000 kms left of warranty.

But I am willing to sacrifice that for a better service, better price and better customer service.

You don't need to have a dealer service to keep your warranty. If that's what they told you then they lied to you. Any qualified mechanic can do a vehicle service.

[GK]

Originally Posted by XR6Runner

I am alright with them telling me it is an OHS risk if I stand in their garage to see them do their job. But I don't see a problem if I am standing just outside their garage door. And if they don't even let me do that, I don't mind. Because my personal mechanic is a good friend of mine and he will take me through the whole service procedure (I asked him, he said he will show me exactly what he does, and that's the main reason I want to see Fords service). If they let me down.

If they let you watch, which I doubt (certainly give it a crack though), they'd probably do an awesome job. You'd feel confident next time not to watch and they'd do their lax job again. LOL!

Of course I'm well aware that there are many good mechanics and the like on this forum who would pride themselves on doing a great job on any vehicle they service, but they'd not be in the majority I'd reckon. Perhaps on this forum they are though.

In any case, I reckon just get your mate to do the service, watch and learn from him, enjoy asking the questions and getting real answers, and enjoy your wallet being heavier from the cash you save.

My 2 cents (pun intended).

All the best with it.

GK

[platinumXR]

Originally Posted by flappist

So you have all the safety equipment, have been trained and certified in dangerous liquids etc, know the fire evacuation plan etc etc etc...

YES IT IS OHS.....unfortunately.

If you stand outside the garage in a safe place and can still see what is happening you still can't talk to the mechanic, you must talk to the service manager and if you make a pain of yourself you will get ejected.

Now you have asked what the go is so I am telling you what happens at the 10 or so dealerships that I look after.

You can either accept it of just stay around. Making a pain of yourself is only going to ensure that your bill will have no freebies or extra work done and get you a nice entry in the computer so your reputation can be shared.....

The acronym PITA is not extremely uncommon in service histories......

Yep, agree with Flappist on that one. Dealers poo themselves about OHAS because they don't want premiums to go up because you stubbed your toe or something...just easier for them to say "Sorry mate, you can wait over THERE"

Don't like it? Try Ultratune...

[VioletGT]

Ill tell you now.. You do not want to know what goes on in a dealership.

[XR6Runner]

Originally Posted by VioletGT

Ill tell you now.. You do not want to know what goes on in a dealership.

That's what I always thought, until the point in my life that I decided that nobody is going to touch anything on my car/possession unless I am there to see it happen.

[4Vman]

It is an OH+S issue because you're not an employee with the appropriate training.
I seriously doubt you'd be allowed into the area on that basis alone, besides the fact that the mechanic wont want someone looking over their shoulder... asking questions, getting in the way, telling him how to do it etc etc...

[Scott]

What do you hope to see?

[downthetrack]

I just let the mechanics do their thing. If they call up about something major needing to be done, politely asking to go out and have a look and an explanation of what's required has never been knocked back in my case.
I have always found that not being a pest will pay off in the long run if you stick with a mechanic that does a good job.
As others have said all the OH&S rules these days make it harder to allow members of the public into workshops.

[XR6Runner]

Originally Posted by GTP006

What do you hope to see?

I hope to see what they do to my car so I can justify the cost.

Sorry, if you don't understand me, but I am one of those guys that takes photos of my whole car from ever angle, including the engine bay and underside.

And if something is not right, I have proof and I then I have a claim.

It would be just nice to see how Ford Service do their work. I don't know why some of you are getting worked up, I just want to see what they do! No big deal... Right?

[Micksxboxmods]

Originally Posted by XR6Runner

I hope to see what they do to my car so I can justify the cost.

Sorry, if you don't understand me, but I am one of those guys that takes photos of my whole car from ever angle, including the engine bay and underside.

And if something is not right, I have proof and I then I have a claim.

It would be just nice to see how Ford Service do their work. I don't know why some of you are getting worked up, I just want to see what they do! No big deal... Right?

Its ok to be fussy, however, if you were to hang around like you dont trust them, rest assured something untoward would happen as soon as you looked away.

Take it to a mechanic who you trust to avoid the hassle of standing there for a day.

I took my car to fraud once, they did not fix any of my warranty concerns, thrashed f... out of my car..as I witnessed it (all 6 times, musta been taking it in turns), used about 200km of petrol....then what do you do???

you cannot do anything as you cannot prove 'beyond a reasonable doubt'........

If you have kids, wife, mates, spend the day with them instead.

[Smoke Pursuit]

Because the warranty doesnt run out till its done 100,000 bro!!

LOL...

Theres a slight chance he bought one in 2005 when they were running 5 year warrantys the SR we bought my grandma still has warranty till Oct Next year!

[jaydee]

No way in hell are they going to let you in, as said OSH and insurance reasons. Thats why they have big signs up "STRICTLY NO ADMITTANCE TO WORK SHOP".
Just smile as you get ripped off, thats all you can do.
So take a seat in the waiting lounge, drink as much coffee and eat as many biscuits as you can to try and balance out the bill.

[Auslandau]

This is a great thread and really enjoying it Tell us how you go!



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[4Vman]

Originally Posted by auslandau

This is a great thread and really enjoying it Tell us how you go!

Actually id like to come and watch too..! maybe an AFF field trip?

[Auslandau]

Originally Posted by 4Vman

Actually id like to come and watch too..! maybe an AFF field trip?

Could put it up in the events section ......

A mate is a principle of a FORD dealership ...... I can't even go out the back without having my hand held. It is different for a 'normal' workshop ie: Hallam Perfomance, you can wander in and have a chat and even get your hands dirty ......



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[flappist]

Originally Posted by 4Vman

Actually id like to come and watch too..! maybe an AFF field trip?

You don't need to go all the way up to Canberra, Oz is on until 12 July at Birrarung Marr.......

[redxm]

My biggest P. off is customers who hang around looking over your shoulder. good luck with it

[Micksxboxmods]

Originally Posted by redxm

My biggest P. off is customers who hang around looking over your shoulder. good luck with it

I could be wrong, but that suggests something to hide mate?? Maybe they care for their car and just want to make sure you will care(like they do or better) for it whilst its in your custody.

I'm not accusing and no malice intended, just wanted to get a feel for why you would think this way.

I'm a sparky by trade, so no chance not to do anything without the customer watching, and I'm happy to do that.

[ltd]

Originally Posted by Micksxboxmods

I could be wrong, but that suggests something to hide mate?? Maybe they care for their car and just want to make sure you will care(like they do or better) for it whilst its in your custody.

I'm not accusing and no malice intended, just wanted to get a feel for why you would think this way.

I'm a sparky by trade, so no chance not to do anything without the customer watching, and I'm happy to do that.

The difference between yourself being watched as a sparky and a mechanic being watched by a customer is simple. Most people don't really know what a sparky is doing, nor do they understand it. Most people who care enough about their car to watch it being serviced like to think they have some mechanical knowledge sufficient to ask questions (no matter how annoying or dumb) and are also almost traumatised when they see something like the head off.
Then they also proffer silly things to try to prove their intelligence with mechanical things to the mechanic, and this rapidly becomes innane and serves as a distraction. Finally, after all these distractions and annoyances should something appear to go wrong (such as undoing a thermostat housing and coolant leaking out) then this kind of customer tends to be the first to complain.
Best thing to do is say hi to your mechanic and be nice to him/her, then leave them alone to do the job. If they get it wrong and the car breaks down or explodes, then complain.

[Rodp]

Originally Posted by Micksxboxmods

I could be wrong, but that suggests something to hide mate?? Maybe they care for their car and just want to make sure you will care(like they do or better) for it whilst its in your custody.

I'm not accusing and no malice intended, just wanted to get a feel for why you would think this way.

I'm a sparky by trade, so no chance not to do anything without the customer watching, and I'm happy to do that.

I guess it depends on the customer or situation.

I fix computer servers and storage for a living and literally everyone is an expert but me.

I don't mind if someone watches or someone asks questions but mostly it turns into.. why are you doing that? You're doing that wrong! That won't fix the problem!

A perfect example last week was fitting a midplane into an enclosure at the customer's insistant request (which wasn't causing the fault) - so, not only was I there to spend 2 hours doing something pointless, he also proceeded to tell me that the midplane doesn't come out the rear because he installed the enclosure from the front (as I advised him that just about all the power cables had to be removed from the rear as they were blocking the release of the midplane from the rear).

Removed the midplane (to his cries of telling me that he could find a way to remove it from the front the whole time) and installed a new one. Shock, horror. Problem not solved. Came back the next day with a hot pluggable switch, 2 minutes worth of work, problem fixed. He turns to me, looking pleased with himself and says... so it was the midplane AND the switch. See, I told you. :

[Auslandau]

Originally Posted by Micksxboxmods

I'm not accusing and no malice intended, just wanted to get a feel for why you would think this way.

Because it is very detrimental to the health and well being of the customer ..... part of OH&S you could say!

Customer:
"What are you doing?
Why are you doing it that way?
The last time that was done, they did it different?
Couldn't you just turn it a bit to the left .... no right .... no left ... no .... I like it the way you had it the first time?
Wouldn't it be easier if you did it the other way?
A friend of mine said it you shouldn't do it like that?
My husband does it better than ..... !"
Tradie:
THUNK



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[DBourne]

Originally Posted by Micksxboxmods

I could be wrong, but that suggests something to hide mate?? Maybe they care for their car and just want to make sure you will care(like they do or better) for it whilst its in your custody.

I'm not accusing and no malice intended, just wanted to get a feel for why you would think this way.

I'm a sparky by trade, so no chance not to do anything without the customer watching, and I'm happy to do that.

I'm the same though Mick, I hate fixing something and having the customer peering over my shoulder, does nothing but annoy me.

[XR6Runner]

There is a lot to learn:

Originally Posted by Mick K.

The following would guarantee my repeat business for servicing my Fairmont and Focus:

• Competence at what they do
• Showing a difference over non-dealer servicing - eg: "we noticed there was a TSB for you model so we applied for you at no charge"
• inspiring confidence that I won't find a problem with the car a few hours later
• Good customer service
• Appreciation of my business

The price to me is not critical - I would be willing to pay an extra $100-200 per service at a dealer vs Kmart / Ultra Tune /etc if I was getting all of the above.

My last service experience was a great example of one of Brisbane's major Ford dealerships getting about 0 out of 10 for all of the above.

• Booked my car in for a 9am job. Said what I thought the problem was.
• Was told it would be ready by 4pm
• Arrived back at 3pm
• Car still not moved from where I left it
• Service people hurriedly replaced the part that I mentioned
• Did not carry out any further investigations
• Had car back to me 45 mins after promised time
• Said they road tested and the problem was gone, but the odometer showed less than 1km more than when I dropped it off
• Car still has the same problem

I remember back in the mid 90s I owned a Camry V6 - the top of the range of the old narrow bodied model. Southside Toyota servicing was fairly expensive, but they were always on time, the courtesy bus was clean, they gave a full debrief on the service and what to look for next time, and they always presented the car back to me in great condition - cleaned inside and out delivered to the reception door with the aircon on. My typical experience at Ford is - "your cars out the back somewhere", "I think everything went OK - the guy who worked on it has gone home", and about 50% of the time there is a reason for the car to be back at the service centre soon after for follow up work.

My car has never been serviced / mechanically worked on by anyone other than a Ford dealer but the experience above, has pushed me towards getting future work done elsewhere. More significantly, stories of great service from brands such as Toyota, Mazda, Mini and others has me looking elsewhere for my next car, when I'd happily have another Focus and Falcon in my garage.

When I have friends being invited by their car dealer to track days and new model launches, while I can see this as a sales tactic and it will add a few $ to costs here and there, they are also the kind of things that would have me coming back for brand loyalty.

One of the key reasons I bought the Fairmont was for ease of servicing as one of the most popular cars in Australia. Ford service is the main reason my 2 Fords will probably be replaced by other brands in the next 12 months.

MK