How do I get the most out of Holden service?

[tris]

I leased my last Holden. I took it to a dealer to get some warrantee work done. When I picked it up at the end of the day I said to the guy "All fixed under warrantee - no charge right?" and he agreed. I couple months later I noticed they had charged the lease company (and therefore me) for the work. So basically the Holden service department lied to my face and stole from me.

Thing is... I like their cars and I just bought a new one (from the same dealer - I know... but they are around the corner from work and home) so will be dealing with them for the next three years for my 'free servicing'. The first one next week.

So.... I guess my question goes something like this:
My experience is that they are liars and thieves (am I the only one?) but if I go in there and treat them like I think they are suspect then I will end up on their shit list and get shoddy service. But of course I DO suspect them and want to know that they have done the right thing by me (and the car). Does anyone here have a successful tactic for getting these guys to do the right thing by you at service time?

Any hints appreciated.

[VX_KN079]

Originally Posted by tris

I leased my last Holden. I took it to a dealer to get some warrantee work done. When I picked it up at the end of the day I said to the guy "All fixed under warrantee - no charge right?" and he agreed. I couple months later I noticed they had charged the lease company (and therefore me) for the work. So basically the Holden service department lied to my face and stole from me.

Thing is... I like their cars and I just bought a new one (from the same dealer - I know... but they are around the corner from work and home) so will be dealing with them for the next three years for my 'free servicing'. The first one next week.

So.... I guess my question goes something like this:
My experience is that they are liars and thieves (am I the only one?) but if I go in there and treat them like I think they are suspect then I will end up on their shit list and get shoddy service. But of course I DO suspect them and want to know that they have done the right thing by me (and the car). Does anyone here have a successful tactic for getting these guys to do the right thing by you at service time?

Any hints appreciated.

My first question is to calrify what you mean by "warranty work" and "servicing". I know someone else who actually thought taking a car to the dealer under warranty was "servicing". This was exaserbated by the fact the there was a Ford promotion for a while that included free SERVICING for the duration of the warranty period.

Scheduled servicing (every 10,000 or 15,000 depending on your model) will ALWAYS cost money. However, any faults on or in the car that are fixable under warranty will be done for free and you don't have to wait until the scheduled service interval to have warranty work done.

Hope this makes sense...

As for ensuring Warranty work is done for free. You need to get Holden to CLARIFY with you that they understand the car is in for a WARRANTY repair. Then when you go to pick it up you should be shown on a work order sheet what was done and the total price for work of $0.00. If there is a cost and they haven't called you to authorise it, then they can't charge you for it. I often get new wiper blades, light globes etc for free when I get services. Take the car in when they're needed and Holden replace them thinking that I won't care about $12 wiper blades or a $4 globe when I go to pay. I say to them "sorry I didn't authorise those and you're welcome to take them off" but then they have to put the old ones back which they have thrown out and the car is sitting out the front ready to go and no longer in the workshop and they just get ****ed off and don't charge me. Its as much about knowing your rights and what the dealer is obliged to do for you as anything. PM me if you want.

Cheers...

Cheers...

[tris]

The warrantee work I originally described was a vehicle fault which was confirmed as being covered under warrantee at the time I took the vehicle in. I was charged none the less (even tho I confirmed that I would not be when I picked the car up).

With my current car, the scheduled servicing (including fluids, filters and labour) is free for the first 3 years or 45000k. This was part of the package when I purchased it.

I am not concerned about them charging me now (I have what they will and won't charge me for clearly defined and signed off on paper - and there is no longer a leasing company between them and me) rather I am wondering how to get the best from them. Given I don't get to talk directly to the mechanics, and that I don't trust the front room guys, I am looking for examples of other peoples experiences with Holden dealer service and how they got the best out of them for their car - without alienating them.

[VX_KN079]

Ah ok... That's a tough one. The front counter service guys won't usually influence the mechanics out the back (or downstairs or upstairs or however your dealer is configured).

The best advise I can give is book in on a Tuesday or Wednesday preferably. Never a Monday or a Friday. Tuesday & Wednesday IMHO are when they're most likely to be focussing on their work and not the weekend just gone or coming up.

Other than that, for me, it's having faith that I am taking my car to people representing the manufacturer. They have policies and procedures to follow so I won't be treated any differently than the next customer.

[New2Holden]

luckily in Australia we have very good cosumer protection laws. Whenever I feel I am being screwed I politely ask if they mind if I check what they are telling me with the Department of Fair Trading. If they say no, they do not mind, then I follow it up by saying "then you will not mind if I give them your name". Often the discussions then take a turn for the better.

[Phreddy]

Hmmmmm - yes, interesting how much more notice is taken when you mention DFT, huh??