Are you a 'squeaky wheel'?

[airdvr1227]

My rig is still at the mechanics. It's been there since Saturday when I took it back after discovering that it wasn't fixed correctly from being towed in off the lake 2 weeks ago.

We drove by yesterday and it hasn't moved from where I dropped it Saturday. No call today to tell me about the status. I know a few people who would have been on the phone today. I thought about it but decided against it. I'm frustrated but I doubt complaining will help.

What would you do?

 

[northernmerc]

Re: Are you a 'squeaky wheel'?

Call. Otherwise they may think you're in no rush and won't touch it.

 

[metriccrescentwrench]

Re: Are you a 'squeaky wheel'?

I'd have stopped in and politely asked when they think they'll get to it. If I didn't like the answer I'd be pointing out the fact that they've already "fixed" it and owe you the courtesy of making it right.

 

[MRS]

Re: Are you a 'squeaky wheel'?

If you do not ask you will not know. Plus when did they say they would have time to check it out?

 

[stic88]

Re: Are you a 'squeaky wheel'?

no money no hurry

 

[stic88]

Re: Are you a 'squeaky wheel'?

warranty work = not top priority.

 

[DuckHunterJon]

Re: Are you a 'squeaky wheel'?

I'd politely give them a call and ask if they have found anything out yet. Nothing wrong with checking in if you are courteous about it. I'm sure this time of the year they are busy, but if they already had it once, it should be moved up in their schedule.

 

[nlain]

Re: Are you a 'squeaky wheel'?

Did you call yet? Holiday weekend is here.

 

[The Hammer]

Re: Are you a 'squeaky wheel'?

My rig is still at the mechanics. It's been there since Saturday when I took it back after discovering that it wasn't fixed correctly from being towed in off the lake 2 weeks ago.

We drove by yesterday and it hasn't moved from where I dropped it Saturday. No call today to tell me about the status. I know a few people who would have been on the phone today. I thought about it but decided against it. I'm frustrated but I doubt complaining will help.

What would you do?

If it was already repaired by this shop and wasn't done right and it failed it should be thier FIRST priority. I would definatly be on them about it. I don't think they would want to give you a chance of telling everyone about thier poor service.

 

[sasto]

Re: Are you a 'squeaky wheel'?

If she were mine....I would make a personal, friendly visit.

 

[dingbat]

Re: Are you a 'squeaky wheel'?

I?m Project / Sales Manager so I'm a squeaky wheel by profession. I can be your worst nightmare or your best friend. Depends on whether or not you met my expectations.

The problem is that you didn?t set any expectations when you dropped off the boat. You should have given him a date in which you expect to hear from him. If he doesn?t call on time, you call him again and continue calling until you get an answer. Show at his door if need be.

You would be surprised how seemly ?inattentive? people can be if you stay on top of them. The good ones will meet your demands out of respect. The rest, will met your demands to get rid of you.

 

[45Auto]

Re: Are you a 'squeaky wheel'?

The good ones will meet your demands out of respect. The rest, will met your demands to get rid of you.

Actually, the good ones will ignore your demands and uphold their commitments to everyone equally. If you can be accomadated without inconvieniencing someone else, fine. If it'll affect someone else's prior commitment, you just have to wait in line like everyone else. The rest will laugh at you behind your back as they verbally commit to meeting your demands to get rid of you, then continue ignoring your work until it suits them to do it.

 

[shrew]

Re: Are you a 'squeaky wheel'?

If she were mine....I would make a personal, friendly visit.

I think Sasto hit the nail on the head with this one.

It is difficult to ignore someone standing in front of you. Nobody will tell you "He's busy I'll have him call you back" when you're standing right there. It is too easy to let a call go to voicemail, and easier to procrastinate when returning calls. This is particularly the case when there is no good news or no news at all.
Whether you call or visit in person, a FRIENDLY VISIT is key here. I can tell you from years of customer service and Technical Support experience, if I have a choice between returning the call of a reasonable person and one who is going to scream, the guy who screams gets called last. It's just human nature.


It's ok to ask that expectations be SET, such as "How are things going"? When do think you will be able to get to it? What is the time frame? Then set a date and time that you would like a follow-up, or state that you're going to follow-up on a certain date. Then, when that date comes and things aren't moving forward, as if there is someone you can speak with about the problem, like a manager or owner..........calmly. This doesn't mean make threats, just ask that reasonable expectations from both sides be established.

 

[lncoop]

Re: Are you a 'squeaky wheel'?

I'm with 45Auto. Even though they may not have fixed it right the first time it wouldn't be fair to others who were ahead of you to bump you up in line. That said, there's no harm in calling them as long as you're nice. Any time I drop a rig off I just politely ask what the approximate turnaround time is so I'll have an idea what to expect. I've always been given an honest (I assume) answer, and I can't think of one time when I haven't gotten it back sooner than they said I would unless there was a part delay or something. It ALWAYS pays to be nice, because you might be dealing with the shop for years and I promise they will remember how you treat them. You know what they say; more flies with honey. Plus, treating people with courtesy is the right thing to do and makes for a longer and happier life. Now, if you'll excuse me I'm off to watch Sesame Street.

 

[rockyrude]

Re: Are you a 'squeaky wheel'?

I'm with 45auto from the stand point of a first time repair, but since this is a repair that wasn't done right the first time, there should be some priority. Definitely nicer is better but bad P.R. over foot dragging on a botched repair isn't good either.

 

[HopeSheFloats]

Re: Are you a 'squeaky wheel'?

Personally, I would be beyond the 'nice guy' attitude, not going ballistic mind you, just not willing to play the doormat game...

If as you stated, they failed fixing the problem the first time, I'd tell them if they don't want me there every day, pissin & moaning about the status, they need to make things right and in an expedited way.

However..."if your not positive" the breakdown is the fault of their work performed, then I would bite my tongue and wait right along in line with the others.

 

[jeeperman]

Re: Are you a 'squeaky wheel'?

I'm with 45auto from the stand point of a first time repair, but since this is a repair that wasn't done right the first time, there should be some priority. Definitely nicer is better but bad P.R. over foot dragging on a botched repair isn't good either.

Bingo!
A good businessman knows you do not want a botched job customer waiting on you to fix what you botched up.
Thus that customer should be top priority.

Do you really want the botched job customer in the waiting room fuming over your inability to fix the problem the first time?

Customers will ***** way more freely then they will praise.

This thread is proof.

 

[airdvr1227]

Re: Are you a 'squeaky wheel'?

All good suggestions taken to heart. What I am concerned about is the nature of the problem. It's an electical issue. No good mechanic can estimate what fixing that type of problem can cost until they find the problem. To my knowledge they don't find them for free. This guy has been more than fair with his prices and I'm not willing to be hit with a PITA tax on his diagnostics by going in there and getting all up in his grill.

Update: Spoke with him this morning. Something is drawing down the charge on the system and he hasn't isolated the source yet. I didn't even bother to ask when he thought it might be fixed. Ya gotta know what's wrong before you can tell me who long it will take to fix it.

 

[scoutabout]

Re: Are you a 'squeaky wheel'?

...I didn't even bother to ask when he thought it might be fixed....

Sounds like you're a reasonable guy and it's refreshing to see someone refrain from the lawyer talk the moment something starts to slide off the rails.

That said, I do think you could ratchet it up a notch. Anyone who has been fixing anything for a while knows problems are generally going to be within x range of possibilities. I think it would be completely reasonable to ask when he can get to it (today, tomorrow, next Tuesday?) then from there ask him to apply a guestimate on diagnosis and repair. 2, 4, 6 hours combined? Then when those timeframes come and go, you have some reference point to base your next discussion on.

If you aren't asking he may be mentally shuffling you to the bottom under the folks that are. Good luck. I know it sucks to be standing beside your boat instead of riding in it!

 

[shrew]

Re: Are you a 'squeaky wheel'?

All good points, even those who contradict my own. It is a very fine line betwen being a doormat and being an azz. I can and have gone both ways. Frequently, it's easier for me to try to be the voice of reason when it's not my problem, then contradict my own advice and go ballistic when it's my issue and my frequently short fuse has been lit. Sometimes I guess it depends on all the other factors and other unrelated events in my life. Even my wife will say "Wow, I expected you to make that guy cry........you must be in a good mood today!"

That being said, my biggest concern is that I may have to do business with this person(s) at some point in the future. Do I want to burn a bridge for a future issue over this particular issue? Will they build in the PITA tax the next time I get a quote? Will he return my call in an emergency? There's no right answer, only speculation.

I truly wish you the best of luck.