And the Jeep dual battery issue...That was the way to a Toyota reputation. It still is. You find what breaks and you fix it right away instead of letting it linger like a Jeep steering issue.
You my friend, need a big promotion. I'm not being sarcastic, we need many more just like you.Dealer scores are kept & monitored. The things that the dealer can control need to be controlled.
Backorders are out of the dealers hands & taking parts off Peter to fix Paul is frowned upon.
Fix 'time' isn't a big concern of mine compared to fix 'accuracy'. I won't rush a technician, having to work flat-rate causes enough angst.
I understand having to order a part in order to fix a problem, but it better be the right diagnosis to start with. (FFV= Fixed First Visit).
Esoteric automobiles require exemplary service at all levels.
Look how long it took them to address the auto transmission issues in Cummins powered trucks. Over 10 years, and this was way before FCAAnd the Jeep dual battery issue...
When you look at how long FCA let issues linger, quality issues, dealer issues, you get the feeling that no one has been in charge for a long time.
Either that, or as long as as the margins were there, then there was nothing to fix.
I am convinced that FCA did less than the bare minimum to track repairs and complaints. How do we know? It was always under scrutiny by regulators for warranty and recalls.When you look at how long FCA let issues linger, quality issues, dealer issues, you get the feeling that no one has been in charge for a long time.
Why should the dealer have any respect for the corporation that won’t supply parts so dealers can fix customer cars, or has reduced the reimbursement rates for warranty repairs, or has cut the spread between invoice and MSRP.Keep in mind this dealer network is the one putting 100% or 100k markups on vehicles that Dodge "damn well wanted sold at sticker" which gives you some idea how much respect the dealers have for Ma Stella.
Oh it can happen, look at Hyundai/Kia. With that said, the culture of Auburn Hills has to change first.Will take years if not decades to change their reputation if it even happens at all.
Not just them. Tavares must see it as a priority, or at the very least, not get in the way if his underlings see it as a priority. If not, he can quash anything they’re trying to do. If the boss doesn’t see value in what you’re doing, it’s a pretty tough spot to be in.Oh it can happen, look at Hyundai/Kia. With that said, the culture of Auburn Hills has to change first.
Fair point but the thread is about how Stellantis wants to improve the customer experience...which means the dealer experience. My point is that they clearly don't have the leverage with the dealers that they think they do.Why should the dealer have any respect for the corporation that won’t supply parts so dealers can fix customer cars, or has reduced the reimbursement rates for warranty repairs, or has cut the spread between invoice and MSRP.
Respect is a two way street.
I don't think you understand.Fair point but the thread is about how Stellantis wants to improve the customer experience...which means the dealer experience. My point is that they clearly don't have the leverage with the dealers that they think they do.
Pretty sure you just said what I said, you just used more bullet points to point out that Stellantis doesn't have any leverage over the dealers anymore.I don't think you understand.
FCA squeezed suppliers on price, so the suppliers delivered low quality parts.
FCA squeezed dealers, cutting margins on new vehicles.
FCA further squeezed dealers by saying things like we will pay the dealer for 30 minutes of warranty work when the job actually takes 90 minutes.
FCA squeezed customers by raising prices and not helping with warranty claims
FCA squeezed customers by not supplying recall parts within months.
This is how you destroy a company. It is not the suppliers, dealers or customers' faults. It is FCA.
As @aldo90731 has described how Toyota, Hyundai and others treat everyone with respect and as partners, you can see why their dealers jump through hoops to make customers happy.
No, there is a difference between having no leverage to make a dealer improve and openly hostile treatment of dealers.Pretty sure you just said what I said, you just used more bullet points to point out that Stellantis doesn't have any leverage over the dealers anymore.
