Cat convertor cores & cu tting pipes

[Gerry Laughlin]

I forgot to mention in my previous post that said we use a $70. sawzall to cut the pipes, rather than argue with a tech, that I am the Parts Manager. It just seems to me that there are currently so many bigger battles that need to be fought with GM, that fighting this one may be counterproductive. GM seems to revel in letting us win little victories like this one, then saying no to larger issues, then using the small victory to demonstrate that they are trying to be fair. Just my humble opinion.
Thanks,
Gerry Laughlin

[FARFINATOR]

WARR-WIZ, IT DID NOT MEAN TO SUGGEST ALIENATING THE TECHS, JUST SETTING REASONABLE BOUNDRIES. OUR DEALERSHIP ENJOYS 160% PRODUCTIVING AND CURRENTLY A CSI OF 97%, SO I AM VERY AWARE OF THE VALUE OF KEEPING THESE GUYS PRODUCTIVE AND "HAPPY." BUT, AS GERRY STATES, THERE ARE BIGGER FISH TO FRY!
WHAT GETS MY GOAT IS THE "ITS NOT MY JOB MENTALLITY." IT IS PETTY, NARROW MINDED, AND OBVIOUSLY WITHOUT TEAM SPIRIT. THAT WAS THE BIGGER PICTURE I WAS GETTING AT. I TRY TO LEAD BY EXAMPLE...EVERYTHING IS MY JOB AND MY CONCERN! IF THE GARBAGE IS TOO FULL WHEN I WALK BY, THEN BY GOD I THROW IT OUT, AND DONT EXHAUST THE NEXT 15 MINUTES OF MY DAY ARRANGING A PORTER TO TAKE CARE OF IT, ETC..
MOST OF THE CRAP PEOPLE COMPLAIN ABOUT DOING AT DEALERSHIPS, TECHS, PARTS, SALES ETC TRUELY REQUIRES VERY LITTLE EFFORT OR TIME. SO WHY IS IT, GENERALLY, THEY CAN'T PUT THE EGO-CENTRIC B.S. ASIDE AND JUST GET THE JOB DONE?
DOES IT REALLY COST THAT MUCH TO BE HELPFUL AND PLEASANT? HAS PETTY REALLY ACCELLERATED ANYONES CAREER? HAS AVOIDING OR RESISTING A TASK MADE YOUR WORK ENVIRONMENT MORE SATISFYING? HAS THAT TENTH PUT YOU IN THE FORTUNE 500? DON'T YOU APPRECIATE WHEN SOMEONE GOES A LITTLE OUT OF THEIR WAY TO MAKE YOUR JOB EASIER?
IF I WAS APPROACHED BY A TECH CONCERNED ABOUT A TENTH, I WOULD BE ASKING MYSELF IF THERE REALLY IS A PROBLEM AFFECTING THIS INDIVIDUAL'S PRODUCTIVITY, ARE THEY PROPERLY TRAINED, HOW IS MY SCHEDULING AND DISPATCH, ETC..OR FINALLY, AM I DEALING WITH A CRY BABY? MAYBE THERE IS A DEEPER REASON FOR CONCERN! BUT, I DOUBT IT LIES IN THE SIMPLE AQUISITION OF THAT TENTH!

[warr_wiz]

FARFINATOR...point well taken. Hope I didn't stir you up too much. (you were using all caps) And I have to say, I agree with your point. Some people are just the cry baby type and that will never change. But I guess my opinion is that in the slim job market we have and the lack of qualified and willing "technicians" out there, I do consider some of the complaints more than what would happen when I was the one out on the line. Thanks for your reply. If your heading to NADA maybe I'll see you there.

[Michael White]

It appears most of you "eat" the time it takes to cut the piping. If GM is requiring it, is it not fair to expect them to pay for the time, whether it is .1 or .2?? I will bet it is not in the LTG to do the cutting. Granted it is a small amount of time, but doing a large amount of convertors does add up. I will gaurentee GM would not wait a minute if they can take away .1 from a labor op.
Mike

[MBailey]

Man, this is one of the best subjects I've yet seen posted for getting everyone involved! I've just been sitting back reading and enjoying, and I must say we've got alot of sharp people participating in these forums!

I was a GM Service Manager for several years,
then became a GM Parts Manager. (I am now a Nissan Parts and Service Director). I truly feel for the fellas tangling with The General on a daily basis, because they truly have an antagonistic attitude towards their dealers. Sure, to some extent all manufacturers do, but GM seems to take it to the next level at every chance they get. I do not want to seem unpatriotic, but GM (I can't speak for Ford and Chrysler-Benz: no experience with them) does not have a clue when it comes to customer service, and by that, I am referring to the DEALER as well as the retail car buyer.

GM, Ford and C-Benz basically know that they can never go out of business. They are so huge that the Feds COULD NOT allow it (ie: Chrysler Federal bailout circa 1979), as the repercussions would cripple the economy beyond all belief. What they is play is a numbers game - they know that the dealers cannot afford to take them on in court and win, and even when dealers do win, it does not hurt them in the long run. (Even multi-million dollar lawsuits lost by the manufacturers to consumers are in the end paid for by the dealers and consumers - figure that one out!)

Look at the many lawsuits taken out against Ford in Maine and (I believe) New Jersey and other states over warranty parts and labor reimbursement at retail rates. Even after these lawsuits were upheld in favor of the dealers in these states, Ford merely tacked a surcharge onto the dealer invoice price of the cars, which thus far has not been successfully contested to my knowledge. (Please feel free to correct me if I am wrong).

Gentlemen, I agree with you that they are all wrong, and I applaud the fact that I think everyone is looking at this from the right angle - just get done what needs to be done (no matter who does it) and move on - there are bigger fish to fry! Get beyond whether it is a Service problem or a Parts problem and just get it done. Next year this will be a dead issue and something else will be causing you grief. It's just not worth the 5 to 10 dollars per claim to get so worked up about, although I will agree that it really chaps my A** that they can get away with it!





[This message has been edited by MBailey (edited 11-16-2000).]

[This message has been edited by MBailey (edited 11-16-2000).]

[jargonaut]

The latest LTG update bulletin for Dec/2000 shows a new add on for diagnosis time for the labor op L2300 which can when documented go a long way to improve the time if properly documented as to why it was claimed on repair. This might make those technicians more happy but always remember DOCUMENTATION since the .3 hours extra time beats using OLH and your self AUTH code any time.

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Alan The Warranty Guy