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TOV Forums > Today's Reading Links > > Re: J.D. Power 2011 Customer Service Index: Acura #4

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TSX69
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J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-11-2011 12:23
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J.D. Power and Associates Reports: Contrary to Popular Perception, Consumers Say Upselling of 'Unnecessary' Work by Auto Dealers is Rare
Luxury Brands
1. Lexus
2. Jaguar
3. Cadillac
4. Acura
-Industry Average-

Mass Market
1. Mini
2. GMC
3. Buick
4. Cherolet
...
10. Honda
-Industry Average-

Blue_Sky_surfer
Profile for Blue_Sky_surfer
Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-11-2011 12:48
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Despite some perceptions that auto dealerships routinely pressure customers to accept unnecessary maintenance or repair services, very few service customers indicate experiencing upselling by the dealer, according to the J.D. Power and Associates 2011 U.S. Customer Service Index (CSI) Study(SM) released today.

CanTeX
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Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-14-2011 22:23
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Blue_Sky_surfer wrote:
Despite some perceptions that auto dealerships routinely pressure customers to accept unnecessary maintenance or repair services, very few service customers indicate experiencing upselling by the dealer, according to the J.D. Power and Associates 2011 U.S. Customer Service Index (CSI) Study(SM) released today.


No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.

iNteGRaz92
Profile for iNteGRaz92
Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 02:28
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CanTex wrote:

No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


LOL. i was waiting for someone to try and spin this negatively. anywhere you take your car for an oil change, be it the dealer, or a local mechanic, they will always put a sticker on the windshield to remind you when your next oil change is. thanks for your post though, it made me laugh.

Restless
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Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 07:14
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iNteGRaz92 wrote:
CanTex wrote:

No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


LOL. i was waiting for someone to try and spin this negatively. anywhere you take your car for an oil change, be it the dealer, or a local mechanic, they will always put a sticker on the windshield to remind you when your next oil change is. thanks for your post though, it made me laugh.

3000 miles is ruducilious, what kind of oil are they using, "made in USSR" 30y ago?

$mooth
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Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 09:03
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CanTex wrote:
No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


The dealership I went to when I lived in Austin put down 7500 miles later (in line w/ the manual for my 00 Accord). But in Indianapolis, all the dealerships put down 3000. I think an educated consumer is always key, no matter who you're dealing with.

Grace141
Profile for Grace141
Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 09:06
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iNteGRaz92 wrote:
CanTex wrote:

No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


LOL. i was waiting for someone to try and spin this negatively. anywhere you take your car for an oil change, be it the dealer, or a local mechanic, they will always put a sticker on the windshield to remind you when your next oil change is. thanks for your post though, it made me laugh.



My Acura dealer's service techs placed a reminder sticker on the windshield of the RDX just once but it did read "15%". Without going into a lot of detail or history here, following the maintenance schedule in the manual or the MM is always best. My Honda and Acura dealer service departments are the best I've known provided I know and ask for exactly what I want and need.

CanTeX
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Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 14:15
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$mooth wrote:
CanTex wrote:
No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


The dealership I went to when I lived in Austin put down 7500 miles later (in line w/ the manual for my 00 Accord). But in Indianapolis, all the dealerships put down 3000. I think an educated consumer is always key, no matter who you're dealing with.


That's kinda my point - an educated consumer. Other than the folks on this forum, I believe that's a rare entity. Picture the sweet young lady in her 20s, maybe 30s, who has a car that starts and goes, and occasionally requires fuel. They have zero clue and rely on that nice friendly dealer service guy to tell them when the next oil change is needed. Ka-Ching! (Four examples in my family: two sons and two D.I.L.s - no amount of "discussion" on my part has gotten through. But when they see that windshield sticker, they pay attention to that. Sigh...)

CanTeX
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Re: J.D. Power 2011 Customer Service Index: Acura #4    (Score: 1, Normal) 03-15-2011 14:38
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CanTex wrote:
$mooth wrote:
CanTex wrote:
No upselling? Hmmm. Why do both my '10 Honda and Acura products, with their oil life calculators, have dealer reminder stickers on the windshield telling me my oil needs to be changed in 3,000 miles? Selling to the naive and uninformed.


The dealership I went to when I lived in Austin put down 7500 miles later (in line w/ the manual for my 00 Accord). But in Indianapolis, all the dealerships put down 3000. I think an educated consumer is always key, no matter who you're dealing with.


That's kinda my point - an educated consumer. Other than the folks on this forum, I believe that's a rare entity. Picture the sweet young lady in her 20s, maybe 30s, who has a car that starts and goes, and occasionally requires fuel. They have zero clue and rely on that nice friendly dealer service guy to tell them when the next oil change is needed. Ka-Ching! (Four examples in my family: two sons and two D.I.L.s - no amount of "discussion" on my part has gotten through. But when they see that windshield sticker, they pay attention to that. Sigh...)


For perspective, the trip computer on the Honda got to 15% at just under 9,000 miles. Just a little more than the 3,000 on the sticker. Every time I see the 3,000 I get angry - the dealer knows better. Oh, and while we're at it did you know that every area in the country is apparently considered a "severe conditions" area and therefore the dealer says we have to follow the Severe Service schedule? Brown Snow. I'm sorry, but modern cars are built for most climates. But sure, if you drive through daily dust storms, live in Fairbanks, or tow a trailer up mountains, yes you need to follow the Sever Service schedule. Not daily drivers almost everywhere in the country.


 
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