First go with the service department didn’t go so well...

[adrummingdude]

New Pro owner here.

Part of my deal was to include a pair of predator tube steps, to be installed after the sale. So a few days later I get a call saying the steps were in and set up an appt. So far so good.

It happens that my schedule that day suddenly changed, meaning it would be best to drop the truck off a couple hours early. No big deal since I have another car to drive so they can take their time on it.

When I get there, which was around 11am, it was a ghost town. When I did see a service guy, he just stared at me blankly as I described the hiccup in the schedule and explained that I was in no rush. He looked pretty perturbed, and directed me to a box on the side of his hut where envelopes for “early bird drop off” are kept, telling me to fill it out and drop the keys in. Then, he just walks away.

One of the service porters must’ve seen me glaring at the kid as he walked away, because he came up to ask if I had any questions. I told him no, but I don’t like how this relationship is starting out. Long story short, he grabs a manager who listens, seems to agree with me, and then hooks me up with another service guy who was great.

Here’s the thing. I’m a reasonable guy, and understand my changing the schedule is not ideal for them. I’m sorry for that, and even said so at every opportunity. But would it have killed the kid to explain to me nicely that the protocol is what it is, but hey, welcome to the service drive, let me show you around? I mean, I did just spend 50 grand last week...or maybe that part doesn’t matter to them.

Am I out of line here to be upset? It sure did seem like I was treated more like cattle than a customer. I can only speak for myself here, but I would never treat one of my clients like that.

 

[BobsTrail]

Enjoy the PRO, I have an old 2013 Trail and still very happy with it.

Don't put up with crappy dealer service.

Find another dealer nearby if you need dealer service in the future. I had a problem with the service on my airbag recall at a local dealer.

When our new Sienna was due for service we went to another dealer farther away. They were great.

It's a Toyota -- Other than your 2 free oil changes, you probably won't need to go to a dealer again. My 7 year extended warranty ran out in September, it was unused.

Next read the posts about dealer oil changes, you may decide to do them yourself.

 

[Flighht2k]

New Pro owner here.



Part of my deal was to include a pair of predator tube steps, to be installed after the sale. So a few days later I get a call saying the steps were in and set up an appt. So far so good.



It happens that my schedule that day suddenly changed, meaning it would be best to drop the truck off a couple hours early. No big deal since I have another car to drive so they can take their time on it.



When I get there, which was around 11am, it was a ghost town. When I did see a service guy, he just stared at me blankly as I described the hiccup in the schedule and explained that I was in no rush. He looked pretty perturbed, and directed me to a box on the side of his hut where envelopes for “early bird drop off” are kept, telling me to fill it out and drop the keys in. Then, he just walks away.



One of the service porters must’ve seen me glaring at the kid as he walked away, because he came up to ask if I had any questions. I told him no, but I don’t like how this relationship is starting out. Long story short, he grabs a manager who listens, seems to agree with me, and then hooks me up with another service guy who was great.



Here’s the thing. I’m a reasonable guy, and understand my changing the schedule is not ideal for them. I’m sorry for that, and even said so at every opportunity. But would it have killed the kid to explain to me nicely that the protocol is what it is, but hey, welcome to the service drive, let me show you around? I mean, I did just spend 50 grand last week...or maybe that part doesn’t matter to them.



Am I out of line here to be upset? It sure did seem like I was treated more like cattle than a customer. I can only speak for myself here, but I would never treat one of my clients like that.

He could have been having bad day.

 

[adrummingdude]

He could have been having bad day.

Indeed, as we all do from time to time, which is why I have no plans to take it any further. In fact, the manager involvement kind of just happened as the service porter thought it the right thing to do to get him involved. It’s not like I was making a scene or anything. I was after all the catalyst of The whole situation by showing up early, but still. I hope this cattle herding behavior isn’t representative of all Toyota dealerships.

 

[Lester Lugnut]

What the OP experienced is becoming all too common these days, not just with Toyota, but many other makes.
I would rather face root canal work at 7am vs. taking a vehicle to any car dealer for any service/warranty/recall. The dentistry would be less annoying.

 

[johnbt]

My dealer has improved during the past 30+ years.

I ordered my wife a new Camry LE in 1987. It was white with a red interior and we ordered $500 wheels and short rigid mud flaps. It was a very nice looking ride and she picked it out.

When it finally got there from Japan she went to pick it up and everything was fine when she got it home, except for the Toyota mud flaps in the plastic bags in the back seat.

I installed them and then called the owner the next morning. I told him the story and he finally said, "Well what do you want?"

I told him I only wanted him to know what kind of people he had working for him. Some people got fired over a stupid set of mud flaps.

 

[BobsTrail]

What the OP experienced is becoming all too common these days, not just with Toyota, but many other makes.
I would rather face root canal work at 7am vs. taking a vehicle to any car dealer for any service/warranty/recall. The dentistry would be less annoying.

I have a dental appointment tomorrow at 8a and your comment bugs me, but I agree.

 

[williamlv282]

I doubt he understood what you were trying to get at if he told you to drop your keys in an earlybird drop when it was 11am.

I think this is you making a mountain out of a molehill. Simple misunderstanding with a minimum wage employee for tube steps that can be installed with 12 bolts in under ten minutes.

 

[tristero]

Not to hate on the OP but there's a whole section for this here: https://www.toyota-4runner.org/dealers-your-experience/

Objectively, if I had a client or business partner show up, hours early without notification, I would not be super stoked and offer champagne, charcuterie, handshakes, and pats on the back when they show up at 8:45 AM to an 11 AM meeting. I treat all relationships this way.

 

[ElectroBoy]

Enjoy the PRO, I have an old 2013 Trail and still very happy with it.

Don't put up with crappy dealer service.

Find another dealer nearby if you need dealer service in the future. I had a problem with the service on my airbag recall at a local dealer.

When our new Sienna was due for service we went to another dealer farther away. They were great.

It's a Toyota -- Other than your 2 free oil changes, you probably won't need to go to a dealer again. My 7 year extended warranty ran out in September, it was unused.

Next read the posts about dealer oil changes, you may decide to do them yourself.

Yes. This. At least you found out early.
If you have time and a few tools there are plenty of posts on oil changing, lubing, differential/transfer fluid changes. Not at all hard.
Or search the social media reviews for a reputable independent auto mechanic.
Unless there is a warranty issue, no more dealers for me.

 

[adrummingdude]

Not to hate on the OP but there's a whole section for this here: https://www.toyota-4runner.org/dealers-your-experience/

Objectively, if I had a client or business partner show up, hours early without notification, I would not be super stoked and offer champagne, charcuterie, handshakes, and pats on the back when they show up at 8:45 AM to an 11 AM meeting. I treat all relationships this way.

Nor was I expecting any of that. I would have been grateful for the accommodation or understanding if it couldn't be, but the attitude was wholly inappropriate.

 

[adrummingdude]

I think this is you making a mountain out of a molehill. Simple misunderstanding with a minimum wage employee....

Perhaps, though in my defense it should be known that it wasn't my intention to take it to the manager level, nor did I create this thread to out any one dealership or person, which I haven't.

I'm just wondering if the "take a number, here's your plastic chair" vibe is common across all Toyota service departments? Of course I don't plan to show up early again, and run very punctually 99% of the time, but stuff happens as it did today. The other things couldn't be moved, but a truck sitting in a parking lot awaiting a 15min tube step install didn't seem like such a big deal, and I don't think the service depts of the other manufacturers I've had in the past would've punted me to a drop box without even asking my name.

 

[williamlv282]

Perhaps, though in my defense it should be known that it wasn't my intention to take it to the manager level, nor did I create this thread to out any one dealership or person, which I haven't.

I'm just wondering if the "take a number, here's your plastic chair" vibe is common across all Toyota service departments? Of course I don't plan to show up early again, and run very punctually 99% of the time, but stuff happens as it did today. The other things couldn't be moved, but a truck sitting in a parking lot awaiting a 15min tube step install didn't seem like such a big deal, and I don't think the service depts of the other manufacturers I've had in the past would've punted me to a drop box without even asking my name.

The great thing about these 4runners is that you'll very rarely visit the service department.

It would be great to be treated like numero uno everywhere I go but I'll take average (or slightly below) customer service at Toyota two days a year over stellar customer service with a huge bill somewhere else like a Range Rover dealer.

 

[adrummingdude]

The great thing about these 4runners is that you'll very rarely visit the service department.

It would be great to be treated like numero uno everywhere I go but I'll take average (or slightly below) customer service at Toyota two days a year over stellar customer service with a huge bill somewhere else like a Range Rover dealer.

Strong point.

 

[pableaux]

You were early so what's wrong with him telling you to put your key in the early bird drop off? Is it because he wasn't enthusiastic or bending over backward with an happy attitude for you? I mean I can see where you're coming from but to be honest, if you want that kind of service, get a luxury car so you can get luxury service.

 

[GX4SEVEND]

I know my Toyota dealership isn’t like that at all and they’re always slammed

Make friends with the service advisor. My buddy is now the service manger. I pay employe shop rate now. Whole lift was $300 to install.


Sent from my iPhone using Tapatalk

 

[weezykid]

New Pro owner here.

Part of my deal was to include a pair of predator tube steps, to be installed after the sale. So a few days later I get a call saying the steps were in and set up an appt. So far so good.

It happens that my schedule that day suddenly changed, meaning it would be best to drop the truck off a couple hours early. No big deal since I have another car to drive so they can take their time on it.

When I get there, which was around 11am, it was a ghost town. When I did see a service guy, he just stared at me blankly as I described the hiccup in the schedule and explained that I was in no rush. He looked pretty perturbed, and directed me to a box on the side of his hut where envelopes for “early bird drop off” are kept, telling me to fill it out and drop the keys in. Then, he just walks away.

One of the service porters must’ve seen me glaring at the kid as he walked away, because he came up to ask if I had any questions. I told him no, but I don’t like how this relationship is starting out. Long story short, he grabs a manager who listens, seems to agree with me, and then hooks me up with another service guy who was great.

Here’s the thing. I’m a reasonable guy, and understand my changing the schedule is not ideal for them. I’m sorry for that, and even said so at every opportunity. But would it have killed the kid to explain to me nicely that the protocol is what it is, but hey, welcome to the service drive, let me show you around? I mean, I did just spend 50 grand last week...or maybe that part doesn’t matter to them.

Am I out of line here to be upset? It sure did seem like I was treated more like cattle than a customer. I can only speak for myself here, but I would never treat one of my clients like that.

I would feel the same as you depending on who you spoke with (whether a service writer or a tech). If it was a service writer, they should have checked you in and helped. If it was a tech, they should have got a writer for you. If you explained, in a nice way, that you are early, but just dropping off since plans had changed they could've been more helpful.

Whether the person was having a bad day or or any reason, you still need to be polite and helpful to a customer to build and keep relationships. If all customers stop coming in, they wont have a job. Early Bird drops are for times when the service writers are not there. If he was on the clock and pointed you in that direction instead of helping, he is not doing his job.

Guess some people need to brush up on their customer service skills or find a new line of work (non-customer facing). Having the manager agree with you supports that you should have been treated better.

 

[MasonCO]

the first time I took our 2016 to the dealer, i went to the service bay lines, not the quick oil lube line (nothing in the confirmation email or on their website said anything different). I got out of the vehicle and the service guy came up and asked what I was there for, and I told him the 10,000 service. He got snotty and said I was in the wrong place, pointed to the quick lube area, and walked away.

Compounding that was the fact the the Quick Lube service tech told me I didn't have an appointment (I did), and he could not find me or the 4Runner in the system. My friendliness went way down after that.

I wrote a letter to the GM, after calls to the Service Manager went unanswered, and ended up with a free Detailing from them. The detailing was nice, but they lost my cupholder inserts and it took them a while to get new replacements. I was "this close" to acquiring the set in the showroom 4Runner. :

 

[manofsteele2003]

Unfortunately they are all getting crappy. I've taken mine to the three that are around me and they've slowly all fallen into the same lackluster, we don't need your business attitude. I feel your pain, if you find a dealer that worth a crap hold onto to them.