Gradual service improvements

[jedwin]

I just booked my two-year service at Natick. This past summer, the earliest appointments were six weeks out. This time, they were four weeks out… did we hear they’re hoping to reduce wait times by 33 percent? That kind of rings a bell; if so, then Natick is spot on.

I also got a call the very next day from a service concierge who was prepping the work order. In the summer, I think it was close to a week till I heard back from a service advisor— it’s nice to know that they’ve added a layer for quicker callbacks.

Yes, this is the bare minimum we should expect, but at least that’s happening now—in some places!

 

[Pwmac]

I was called by Scottsdale service yesterday and they are starting a new virtual queue, so instead of dropping off my car and it sitting there, I'm already checked in and they will let me know when to drop it off to be worked on. They said it should reduce the amount they have my car from 4-6 weeks to 2. I never understood why they have cars waiting to be worked on for so long but it seems like they are starting to implement changes.

 

[bcjenkins]

I was called by Scottsdale service yesterday and they are starting a new virtual queue, so instead of dropping off my car and it sitting there, I'm already checked in and they will let me know when to drop it off to be worked on. They said it should reduce the amount they have my car from 4-6 weeks to 2. I never understood why they have cars waiting to be worked on for so long but it seems like they are starting to implement changes.

Nice to hear. My nearest service center is Roswell (Atlanta), GA, and during my visits I’ve observed many customer vehicles waiting for service. I’m hopeful that by the time my vehicle needs service, the backlog issues are resolved. If not, a virtual queue is better than having my AGT sitting out in the elements for weeks before the service team can get to it.

 

[Bdr100]

I just booked my two-year service at Natick. This past summer, the earliest appointments were six weeks out. This time, they were four weeks out… did we hear they’re hoping to reduce wait times by 33 percent? That kind of rings a bell; if so, then Natick is spot on.

I also got a call the very next day from a service concierge who was prepping the work order. In the summer, I think it was close to a week till I heard back from a service advisor— it’s nice to know that they’ve added a layer for quicker callbacks.

Yes, this is the bare minimum we should expect, but at least that’s happening now—in some places!

Except the Houston SC, which appears to be getting worse.

 

[Aka-none]

Except the Houston SC, which appears to be getting worse.

This scenario reminds me of a system design I did years ago. The sales guy sold the customer 10 licenses. I designed the system and said it would take 11 in very specific locations in the network.

Customer didn’t like that. So I said well you can have 10 happy data center managers and 1 pissed off mgr or you can have 11 pissed off mgrs. the customer redid my design and ended up with, yeap you guessed it 11 pissed off data center mgrs.

So maybe all of the Houston techs have been moved elsewhere and lots of happy people, except one lonely SC.

Well it was a nice story anyway

 

[socktucker]

This scenario reminds me of a system design I did years ago. The sales guy sold the customer 10 licenses. I designed the system and said it would take 11 in very specific locations in the network.

Customer didn’t like that. So I said well you can have 10 happy data center managers and 1 pissed off mgr or you can have 11 pissed off mgrs. the customer redid my design and ended up with, yeap you guessed it 11 pissed off data center mgrs.

So maybe all of the Houston techs have been moved elsewhere and lots of happy people, except one lonely SC.

Well it was a nice story anyway

It’s probably something internal. One of my closest friends is a master technician at a huge Honda dealer. They got new ownership that screwed everyone over so they’re all just dragging their feet and don’t care. Management wont make any concessions to get them anywhere near where they were beforehand, so the whole service department just does the bare minimum.