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There are times when it seems as if the technicians at your dealership’s service bay are giving you the run around. You know your vehicle is experiencing an issue, but you can’t seem to get the mechanics to fix it properly. Sometimes, the problem is due to your not being able to duplicate whatever glitch you’re noticing. Other times, you can duplicate it, and the technicians fix it, but only for a short time. Within days, the glitch rears its ugly head again.

Having repairs performed at the dealership can often be a test of patience. In this article, I’ll provide a blueprint that you can use to help make sure your vehicle gets the attention it needs and deserves.

Explain The Problem… In Detail

Motorists will often describe the issue they're experiencing in a way that is unclear to the mechanic. This is never effective - communication is very important in resolving problems. If possible, try to duplicate the issue in front of the auto technician, so he’ll better understand what is happening. If you’re unable to replicate it, provide as much detail as you can regarding the problem. You’re not expected to know if it’s the transmission, the engine, the starter, or what.  In many cases, giving a clear description can help reduce the time spent diagnosing the glitch and pave the way toward a faster resolution.

Preparing For Escalation

If you pick your car up from the service bay and the issue has not been resolved, or it occurs again down the road, go back to the dealership. Speak with the service manager who oversees the mechanics. This person’s compensation is partly dependent on the level of satisfaction of the dealership’s customers. He will likely work hard to make sure you're happy with the repairs. In some cases, he may ask a technician on his staff who has a significant amount of experience in a given area to take a closer look.

If you are still unsatisfied, it is time to approach the general manager. Like the service manager, his compensation will be partly tied to the customers' overall satisfaction level. Be tactful, but firm. Don't forget that sometimes, a lemon is a lemon.

Let Me Speak To Your Supervisor

At this point, the technicians in the service bay have been unable to resolve the problem you’re experiencing with your vehicle. The service manager and general manager have likewise been unsuccessful. Even the owner of the dealership can't seem to help. It's time to get the automaker involved.

Car manufacturers go to great lengths to develop and cultivate brand loyalty among their customers. To that end, they provide dealers with the tools they need to resolve nearly any problem imaginable. In rare cases, though, an issue will need to be escalated to the regional office of the automaker. When you contact them, be clear about your expectations. Explain that you want the problem fixed or you want another car.

It’s worth emphasizing that most dealers want to do everything in their power to fix any glitches you’re experiencing with your vehicle. However, in the event that you're not satisfied with their efforts, use the above blueprint to get the service your car needs.

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