Toyota center Sheremetyevo
Let me remind you: over the 12 months of the past year, we incognito visited 28 service stations of official dealers (the "shortage" of two Chevrolet centers occurred due to technical reasons) with a request to carry out scheduled maintenance of a profile car brand. The results were evaluated differently - based on documents and by eye.
The hardest thing was with the qualifications of the performers. It was necessary to determine it “blindly”, since corporate standards do not provide for the constant presence of the client in the repair zone. For the sake of objectivity, we were forced to introduce into the experimental machine several man-made defects that appear in the table under the definition of “undeclared”. Other nominations, obviously, do not need comments. The overall results look like this.
The vast majority of dealers (Mitsubishi, VW, Ford) distinguished themselves in the field of etiquette, amicably gaining close to a maximum of 13 points. It is understandable: nothing is valued so expensive and not so cheap … like courtesy. Chevrolet and Citroen pierced on the promised gifts - they were not given out to us voluntarily.
Ford Center Rolf
Attitude to other human needs is much cooler. It is striking that there are no signs (to come to the service) and a transfer (to leave from there). Volkswagen dealers have shown themselves especially fisted. There are parking lots for customers almost everywhere, but freight cars have priority: simply put, platforms often occupy a warehouse.
The personnel are philosophically related to the regulations for technical maintenance. The costs are borne by the client, who is forced to pay for either additional operations not mentioned in the service book, or a car wash, which for some reason has fallen out of the process. Moreover, no one is in a hurry, because of which the end of the process is often delayed for an hour or two. And what, there is enough sand in Russia! The only pleasant exception is Citroen, whose dealers value both time and money.
Worst of all, dealers dealt with undeclared defects - input diagnostics are still not given due attention. Everyone has a list of necessary work, but only a few use it. The leaders in the nomination were Mitsubishi dealers, who managed to scrape together only seven points out of a possible fifteen! So you should look after the machine yourself, guided by the operating instructions. Hope for the pros …
The main automakers have been sitting on the Russian market for more than a dozen years - and are not able to create a normal service? The buildings were erected, equipment was mounted and even employees (judging by the abundance of personalized certificates on the walls) were trained. And the mechanism all moves with a creak. What is the conclusion? In our opinion, the control system is buggy - it's time to reflash. The program is easy to find in the university textbook: it is necessary to draw up operational technological maps, conduct timing, reduce breaks … And also - to teach staff to love their neighbor. But this seems to be the task of the distant future.