Unknowledgeable Service Advisor

[sip]

I am amazed by the lack of basic car knowledge of a service advisor I encountered at a Mazda dealership.

1) After the oil was change in my 2009 Mazda 3, I was told that tire pressure was set to 32 psi. I told the service advisor that the pressure should be 34 psi according to door label. She said according to Mazda the pressure could be set at between 32 to 40 psi (According to the manual, it is 32 or 34 depending on the model). I thought it was common knowledge that pressure should be set according to the door label. Anyway, the car was taken back to re-set at 34 psi. When I checked the pressure next morning it was actually 32 psi. This may be due to various reasons such as tire pressure gauge errors, tire temperature etc.

2) She did not know what the white colour fluid reservoir near the battery and ATF Dipstick holds. She said she is not a tech and will get one to tell me what it is for. I inquired about this because the level was not visible. Probably I have to clean it. Later, I checked the manual and found out it was the brake oil reservoir.

How could an advisor be effective if she lacks basic knowledge? It is curious since she says she owns a Mazda 3. On the positive side she was a very personable person. Probably got hired for her customer service skills / personality rather than automotive Knowledge.

At the same dealership, another advisor tried to charge me an diagnostic fee to check an engine noise, which they at a later day, said was within specs by listening to it. Even if they hook the car to computer, can they charge a fee for a car under warranty?

BTW, I cannot find automatic transmission fluid reservoir in my car. ATF dipstick is there but not the reservoir. Is there such a thing? How do I fill in ATF if required?

[shu5892001]

You fill up at the dip stick hole lol

[CoolColombian]

I am amazed by the lack of basic car knowledge of a service advisor I encountered at a Mazda dealership.

1) After the oil was change in my 2009 Mazda 3, I was told that tire pressure was set to 32 psi. I told the service advisor that the pressure should be 34 psi according to door label. She said according to Mazda the pressure could be set at between 32 to 40 psi (According to the manual, it is 32 or 34 depending on the model). I thought it was common knowledge that pressure should be set according to the door label. Anyway, the car was taken back to re-set at 34 psi. When I checked the pressure next morning it was actually 32 psi. This may be due to various reasons such as tire pressure gauge errors, tire temperature etc.

2) She did not know what the white colour fluid reservoir near the battery and ATF Dipstick holds. She said she is not a tech and will get one to tell me what it is for. I inquired about this because the level was not visible. Probably I have to clean it. Later, I checked the manual and found out it was the brake oil reservoir.

How could an advisor be effective if she lacks basic knowledge? It is curious since she says she owns a Mazda 3. On the positive side she was a very personable person. Probably got hired for her customer service skills / personality rather than automotive Knowledge.

At the same dealership, another advisor tried to charge me an diagnostic fee to check an engine noise, which they at a later day, said was within specs by listening to it. Even if they hook the car to computer, can they charge a fee for a car under warranty?

BTW, I cannot find automatic transmission fluid reservoir in my car. ATF dipstick is there but not the reservoir. Is there such a thing? How do I fill in ATF if required?

All you're saying here makes me think you got too much time on you hands!

[sharkbait]

to be honest i think you are reaching wayy too much. how can you really be upset with the service advisor for not knowing 100% what ur tire pressure could be. say mazda came out with 10 different models a year, and say on average the dealer services about 10 years worth of cars. thats about 100 different car styles or models, im sure the average tire pressure is 32-40 based on some cars. i believe it says 34 on my door, but ive been told 32 is best in winter for better traction. im sure a mazda speed 3 or 6 has a higher tire pressure same as the rx-8 or even the mx-5. but i dont think its fair to say the advisor couldnt tell you what the tire pressure was. not to mention i am sure there are customers that request a high pressure because ive also heard that a higher tire pressure leads to higher or better fuel economy but of course you loose traction ie in rain or snow. in all honestly i asked my dad what he thought about this and he showed me on my tire the max psi pressure allowed i believe it was about 40, and im sure mazda has it in the manual as 34 to maintain the best fuel econ and traction for the vehicle.

i cant believe you would even expect anyone to know let alone the advisor what you are even talking about. im sure her or anyone else would look at you like you had egg on your face. i know if you asked me what color the fluid in the reservoir near the battery and atf dipstick holds, well i think i would laugh apart from checking in the manual. which again goes back to my first comment which im sure you wouldnt be able to remember 10 years of vehicles engine set ups or tire pressures and i find it hard to believe you would expect the advisor would.

i dont think in any of these questions you asked the advisor is even close to fair. i dont think she was misinformed, or unknowledgable about anything you were asking because for your tire pressure she was providing you the average based on the last ten years, and for the fluid reservior well with your description no one in there right mind would know that but at the very least she offered you a solution to have your question resolved which in my oppinion is doing the right thing, however i am sure if she is reading this she wouldnt appreciate you calling her stupid. with your comments on her getting hired for customer service skills rather than knowledge. thats like saying she got hired because she is beautiful but dumb as a bag of bricks. god help you if she reads this and you service there again. :chuckle

lastly, i am not sure if a dealer can charge you for inspections if your vehicle is under warranty, but if for example it was something done by you, me or anyone else and i will use this example because i have read it alot on here. but if i dont tighten my gas cap, and my engine light comes on. i take the vehicle to mazda for an inspection, yes i would feel like an idiot if they told me my light was on because the cap was not as tight or i put it on incorrectly, but that of course is hardly mazdas fault as i was the one who removed and put the cap back so yes warranty or not for something like that i wouldnt feel bad being charged an inspection fee and know my cars ok. i know the next time i fill up with gas that cap will be dam tight. but i can hardly expect mazda to cover the diagnostic for my stupidity.

not sure about the atf fluid fill up. but i think shu is right if not.. sounds right :P

[zzz3]

^ too much to quote lol but i think tire pressure is usually 34psi to 35psi for mz3 and should be higher in the winter not lower.


I am amazed by the lack of basic car knowledge of a service advisor I encountered at a Mazda dealership.

1) After the oil was change in my 2009 Mazda 3, I was told that tire pressure was set to 32 psi. I told the service advisor that the pressure should be 34 psi according to door label. She said according to Mazda the pressure could be set at between 32 to 40 psi (According to the manual, it is 32 or 34 depending on the model). I thought it was common knowledge that pressure should be set according to the door label. Anyway, the car was taken back to re-set at 34 psi. When I checked the pressure next morning it was actually 32 psi. This may be due to various reasons such as tire pressure gauge errors, tire temperature etc.

2) She did not know what the white colour fluid reservoir near the battery and ATF Dipstick holds. She said she is not a tech and will get one to tell me what it is for. I inquired about this because the level was not visible. Probably I have to clean it. Later, I checked the manual and found out it was the brake oil reservoir.

How could an advisor be effective if she lacks basic knowledge? It is curious since she says she owns a Mazda 3. On the positive side she was a very personable person. Probably got hired for her customer service skills / personality rather than automotive Knowledge.

At the same dealership, another advisor tried to charge me an diagnostic fee to check an engine noise, which they at a later day, said was within specs by listening to it. Even if they hook the car to computer, can they charge a fee for a car under warranty?

BTW, I cannot find automatic transmission fluid reservoir in my car. ATF dipstick is there but not the reservoir. Is there such a thing? How do I fill in ATF if required?

you should check to see if she is a licensed service advisor or not (maybe she was an apprentice) :P. Honestly though this dealership's service department doesnt sound very honest, maybe you should find a new place to get your work done. what dealer was this btw?

[sip]

to be honest i think you are reaching wayy too much. how can you really be upset with the service advisor for not knowing 100% what ur tire pressure could be. say mazda came out with 10 different models a year, and say on average the dealer services about 10 years worth of cars. thats about 100 different car styles or models, im sure the average tire pressure is 32-40 based on some cars. i believe it says 34 on my door, but ive been told 32 is best in winter for better traction. im sure a mazda speed 3 or 6 has a higher tire pressure same as the rx-8 or even the mx-5. but i dont think its fair to say the advisor couldnt tell you what the tire pressure was. not to mention i am sure there are customers that request a high pressure because ive also heard that a higher tire pressure leads to higher or better fuel economy but of course you loose traction ie in rain or snow. in all honestly i asked my dad what he thought about this and he showed me on my tire the max psi pressure allowed i believe it was about 40, and im sure mazda has it in the manual as 34 to maintain the best fuel econ and traction for the vehicle.

i cant believe you would even expect anyone to know let alone the advisor what you are even talking about. im sure her or anyone else would look at you like you had egg on your face. i know if you asked me what color the fluid in the reservoir near the battery and atf dipstick holds, well i think i would laugh apart from checking in the manual. which again goes back to my first comment which im sure you wouldnt be able to remember 10 years of vehicles engine set ups or tire pressures and i find it hard to believe you would expect the advisor would.

i dont think in any of these questions you asked the advisor is even close to fair. i dont think she was misinformed, or unknowledgable about anything you were asking because for your tire pressure she was providing you the average based on the last ten years, and for the fluid reservior well with your description no one in there right mind would know that but at the very least she offered you a solution to have your question resolved which in my oppinion is doing the right thing, however i am sure if she is reading this she wouldnt appreciate you calling her stupid. with your comments on her getting hired for customer service skills rather than knowledge. thats like saying she got hired because she is beautiful but dumb as a bag of bricks. god help you if she reads this and you service there again. :chuckle

lastly, i am not sure if a dealer can charge you for inspections if your vehicle is under warranty, but if for example it was something done by you, me or anyone else and i will use this example because i have read it alot on here. but if i dont tighten my gas cap, and my engine light comes on. i take the vehicle to mazda for an inspection, yes i would feel like an idiot if they told me my light was on because the cap was not as tight or i put it on incorrectly, but that of course is hardly mazdas fault as i was the one who removed and put the cap back so yes warranty or not for something like that i wouldnt feel bad being charged an inspection fee and know my cars ok. i know the next time i fill up with gas that cap will be dam tight. but i can hardly expect mazda to cover the diagnostic for my stupidity.

not sure about the atf fluid fill up. but i think shu is right if not.. sounds right :P

The correct tire pressure is psi on the door label and not on the tire. The maximum tire pressure marked on the tire sidewall refers to the pressure required to carry the maximum load of the tire. Never set the pressure to the maximum on the tire. I thought it was common knowledge. All they had to do is look at the door label and set tire pressure accordingly. It is a simple as that.

I showed the service advisor the brake oil reservoir and asked her what it was because I could not see the fluid level and didn't know what it was. She was standing in front of the car with the car hood open. I expected the service advisor to know about the car, especially as she says she owns one.

[sharkbait]

The correct tire pressure is psi on the door label and not on the tire. The maximum tire pressure marked on the tire sidewall refers to the pressure required to carry the maximum load of the tire. Never set the pressure to the maximum on the tire. I thought it was common knowledge. All they had to do is look at the door label and set tire pressure accordingly. It is a simple as that.

I showed the service advisor the brake oil reservoir and asked her what it was because I could not see the fluid level and didn't know what it was. She was standing in front of the car with the car hood open. I expected the service advisor to know about the car, especially as she says she owns one.

i didnt say to set it to max, so please make sure to read before you post your comments about common knowledge, its obvious if you dont know what your brake reservoir is that maybe it might not be as common knowledge and you cant expect the service advisor to know everything every part, every item in your car. dont forget an advisor is not the technician working on the car yes they may not know 100 % what your tire pressure is but they offered you the average, they may not know what your brake reservoir is either but they asked to get a technician to provide you the information you were asking for which is exactly the right thing if i would have to say so.

do you think the advisor works on her own car? i sure as heck dont i have people who know what they are doing perform the work on the car, i am sure the advisor came out to try and assisit you in case she may know. she didnt, and was going to get a technician to answer your questions.

after reading this post and your other one about your steering wheel "play" it makes me think you are just looking for reasons and things to complain about and reasons to bash people and the dealership when all they are trying to do is help you with your questions and concerns. so maybe take that into consideration the next time you are there.

[sharkbait]

Last point. My door says 35psi for 16" rims. so that is also different then yours. again hard to expect everyone to remember exact tire presssure when dealing with so many different models. people do make mistakes the tire pressure was re corrected to the proper door psi from what it looks like.

i am sure in the future the person who performed the work will make sure to check and use the correct psi for the vehicles being worked on in future.

[sip]

Sharkbait, you mentioned in your reply that your Dad showed you the Max. pressure allowed indicated on the tire wall. I was just trying to help you by letting you know that tire wall PSI numbers are irrelevant and it is dangerous to set the tire pressure at max psi indicated on the tire. The correct way is to set pressure according to the door label. No need to remember anything. Check the door and set the pressure accordingly.

I think a service advisor worth his/her salt should know where the fluids such as brake oil are located, at least in his/her model. The advisor may not work on her car but one would hope she checks that the fluid levels on her own car. Don't you check the fluid level in your car on a regular basis?

I was not bashing the dealer, as I didn't name him in my post. I was simply frustrated with poor service and getting it out of my chest. Also, I didn't appreciate the story about Mazda recommending 32-40 psi which was simply not true.

BTW, where is this hostility coming from?

[sharkbait]

Sharkbait, you mentioned in your reply that your Dad showed you the Max. pressure allowed indicated on the tire wall. I was just trying to help you by letting you know that tire wall PSI numbers are irrelevant and it is dangerous to set the tire pressure at max psi indicated on the tire.

I think a service advisor worth his/her salt should know where the fluids such as brake oil are located, at least in his/her model. The advisor may not work on her car but one would hope she checks that the fluid levels on her own car. Don't you check the fluid level in your car on a regular basis?

I was not bashing the dealer, as I didn't name him in my post. I was simply frustrated with poor service and getting it out of my chest.

BTW, where is this hostility coming from?

no hostility, i am on here to help like everyone else, it just seems from your posts that you are also uneducated about your own vehicle if you dont know what the brake fluid res is and you ask someone else and they also dont know. maybe she hasnt had there car for long enough to know. but yet you have had your vehicle for how long and it appears from some of your other posts you store your car so i am not sure why you wouldnt know what each res is for if your are storing it as you would think thats something you want to check before you would store a car. but hey maybe im wrong.

i dont work on my car, or check my oil levels. why would i need to i have a 2010 mazda 3 its had two oil changes and i trust the work being performed by the dealer on my car and have had no reason not too. i gathered from your post you were referencing the max psi and it is dangerous to set to the max as of course it would not be advised to set your stereo to the max either.

anyway best of luck, hopefully your concerns get looked after.

Cheers! :thumbsup

[Scottobot]

I think it's better that the service advisor admitted she's not a tech and didn't know the answer off the top of her head (but said she'd get the answer for you) than if she were to give you a BS answer to get you to be quiet.

[Default User]

The SA doesnt need to know shet about cars or maintenance.

They are the middle man between you and the techs. They take all the info, an relay it to the mechanics. The mechanic takes the info, does the job, and tells the SA that its done, and what else needs to be done. The SA then tells you.

Thats why a tech doesnt need CustServ skills.

[Zoom Zoom Boy]

SIP,

Just an FYI, but the tire pressure on the door of my 05' GT hatch is 32psi. On my MS3 it is 34psi for the fronts and 32psi for the rears. There is a lot of variance on tire pressures pending model, so the range and answer she gave you wasn't incorrect. However, fully agree they should just check your model and door and fill appropriately.

Regarding the brake fluid, I am a little surprised the SA wouldn't know. However, it also begs the question of why an owner of a Mazda 3 and assuming you have a Mazda 3 car manual, couldn't be bothered to spend 5 minutes to educate themselves on the location of the same brake fluid resorvoir...

[sip]

SIP,
However, it also begs the question of why an owner of a Mazda 3 and assuming you have a Mazda 3 car manual, couldn't be bothered to spend 5 minutes to educate themselves on the location of the same brake fluid resorvoir...

I didn't have the manual with me. The SA and I were trying determine the fluid level, as it was hard to see. I was not sure what it was, so I asked her. Even, if I had the manual in the glove box, I don't think I would have pulled it out to checked it. It would be more natural to ask the person I was talking with. In hindsight, I wish I kept the manual in the car.

BTW, even after consulting the maual I cannot located the ATF reservoir. As another member suggested, are we supposed to top up ATF through the tiny dipstick hole? I have seen separate ATF resrvior in other vehicles (non- Mazda).

[Zoom Zoom Boy]

I didn't have the manual with me. The SA and I were trying determine the fluid level, as it was hard to see. I was not sure what it was, so I asked her. Even, I had the manual in the glove box, I don't think I would have pulled it out to checked it. It would be more natural to ask the person I was talking with. In hindsight, I wish I kept the manual in the car.

BTW, even after consulting the maual I cannot located the ATF reservoir. As another member suggested, are we supposed to top up ATF through the tiny dipstick hole? I have seen separate ATF resrvior in other vehicles (non- Mazda).

Maybe I'm just anal, but the first thing I do after buying a car is to read the car manual almost front to back and to familiarize myself with the location of everything relevant in the engine bay in particular. I realize not everyone does this and not everyone cares, so to each their own.

I personally can't help you with the ATF aspect. I don't drive any auto's and don't pay attention to auto specifics in the car manual.

[cwp_sedan]

Just for future reference. I found this in about 2 min in the manual.

http://i210.photobucket.com/albums/bb106/cwp_sedan/manual/2009_ATF_1.jpg

http://i210.photobucket.com/albums/bb106/cwp_sedan/manual/2009_ATF_2.jpg

[sip]

I read that page too. It gives instructions on how to check ATF but does not state where to add ATF if low. I am assuming that ATF is to be added through the dipstick hole, which is tiny. Would be a bit of a challenge without spilling a whole lot of fluid. Probably have to use a funnel.

[QEWmazdaPrez]

The SA doesnt need to know shet about cars or maintenance.

They are the middle man between you and the techs. They take all the info, an relay it to the mechanics. The mechanic takes the info, does the job, and tells the SA that its done, and what else needs to be done. The SA then tells you.

Thats why a tech doesnt need CustServ skills.

+1

When you go to the dentist, do you expect the receptionist to tell you the normal depth measurement for your gums? Or going to the doctor or hospital, expecting the receptionist to be able to tell you what a normal O2 saturation is for a sick child?
A Service Advisor is much the same. They are hired for their ability to provide customer service, and communicate effectively between the customer and the technicians. Having a technician sit at the front desk waiting to answer customer questions, or having technicians call back customers directly to provide updates, would be inefficient and unnecessary. And if a Service Advisor was expected to know the answer to most or all of the questions they were asked, they would be a technician!

It sounds like the Service Advisor gave you the honest answer. Personally, I much prefer people to say "I don't know", than to give me a BS answer which is wrong.

Diagnostic fees may be a warranty or non-warranty item, depending on the issue. Just because a car is under warranty, does not mean it gets a "carte blanche" no charge to the customer as long as the warranty is effective. If the issue is related to a warranty related item (such as a manufacture related issued), then the manufacturer will cover the cost for the diagnosis. If the issue is non-warranty related (such as someone running over road debris, or leaving your gas cap off) it becomes the customers responsibility. Ultimately, if you have questions about charges, you may want to ask your dealer when you bring the car in.

Hope that helps :)

[bluemazda3]

+111111111

[Kappa]

lol what happens if you have aftermarket rims and tires?!! OH NO MENTAL BREAK DOWN! hahaha i dont think they need to know anything about cars really but it def helps a ton when they try to explain what they did to your car and why...

[sip]

I didn't ask the dealer's receptionist. I asked a service advisor. I have dealt with many service advisors with different repair shops and they were generally knowledgeable. I was surprised that this person did not know basics such as how to set the tire pressure and not being able to identify the brake oil reservoir. You don't have to be tech to have a basic knowledge. It would be difficult to communicate or advice effectively if you don't have a basic knowledge about cars you service. Do advisors get any sort of training at all or is it just on the job learning? I wonder whether it is Mazda Canada's official position that their service advisors are just like receptionists with no automotive knowledge.

An advisor is normally a person with more and deeper knowledge in a specific area (Wikipedia). I guess service advisor is misnomer. A service coordinator or service writer would be a more appropriate job title. I totally agree that is it far better to acknowledge ignorance than give a BS answer. I can appreciate it.

A diagnostic fee was not charged because I declined it. Subsequently, the dealer listened to the engine noise (tractor/ diesel like noise) and deemed it was with specs.

[aris]

A service adviser should have the knowledge of the brand of cars their working with... If the mechanic finds something wrong with your car who comes and tells you... Serves advisers does... So they should have some knowledge of what their talking about IMO

[PearlM3]

A service adviser should have the knowledge of the brand of cars their working with... If the mechanic finds something wrong with your car who comes and tells you... Serves advisers does... So they should have some knowledge of what their talking about IMO

While this is true, the service adviser does not need to know everything. I think that we would all say that Jimmy is a very talented mechanic, and that he is well versed in our cars. recently I had the car in the shop, and it was apparent that Jimmy had NO idea what was wrong with the car, or how to fix it. He had to do some research, and after doing that he was able to pinpoint the problem and fix it. Now with that said, just because the op described 1 particular part of the car, and she could not tell him exactly what it was, does not mean that she is not knowledgeable in regards to these cars.

[McGuyver_3]

I didn't ask the dealer's receptionist. I asked a service advisor. I have dealt with many service advisors with different repair shops and they were generally knowledgeable. I was surprised that this person did not know basics such as how to set the tire pressure and not being able to identify the brake oil reservoir. You don't have to be tech to have a basic knowledge. It would be difficult to communicate or advice effectively if you don't have a basic knowledge about cars you service. Do advisors get any sort of training at all or is it just on the job learning? I wonder whether it is Mazda Canada's official position that their service advisors are just like receptionists with no automotive knowledge.

An advisor is normally a person with more and deeper knowledge in a specific area (Wikipedia). I guess service advisor is misnomer. A service coordinator or service writer would be a more appropriate job title. I totally agree that is it far better to acknowledge ignorance than give a BS answer. I can appreciate it.

A diagnostic fee was not charged because I declined it. Subsequently, the dealer listened to the engine noise (tractor/ diesel like noise) and deemed it was with specs.

You just admitted to your own fault. You went to many other shops and they were all knowledgeable to your standards. This means you are looking to complain about things and are looking to put others down. So what if the SA did not know what the brake fluid reservoir was? Regarding tire pressures i work for a dealer where tire pressures vary by rim size for example 16-32 front and rear 17-35 front and rear 18-33front 38 rear. Does the car have a staggered setup etc etc. Thats just for 1 car and sometimes customers want a certain psi in their tires. i am leaving my dealer out of this though

[Flagrum_3]

Now this thread really makes me laugh.Here's a guy (the OP) complaining the service advisor lacks knowledge yet he himself lacks knowledge.Yes I agree a service advisor should have some knowledge and should put the time in and atleast read the owner's manuals of all present models and as much literature has they can to help in their job, but, the OP as the owner of the vehicle should also put the time in and read his manual front to back as mentioned by another member here. It really dumbfounds me how many people can purchase a car and never open thier owner's manual, then come on here asking stupid questions like; Where's the atf reservoir? Whats my tire pressure? how often should I change my oil? etc; etc;. :loco
Your owner's manual will not tell you everything but it'll help you be much better informed on your vehicles specifics then if you don't read it.

Imo, it's a must read, as boring as it may be to some.

_3

[TheMAN]

if you got a problem with the dealership, stop whining and go to another dealership... the recommended ones from this forum is a start

[Elusivellama]

I find that reading my owner's manual makes me appreciate my car even more and keeps the new car feeling going. Plus I learn stuff that I would never have known otherwise without google or asking on forums - such as self-programming the auto-lock feature. The default was set to auto-unlock all doors when the car is shut off. I don't like that. The reprogramming took less than a minute, and now I'm happy. Same for the auto-seat position for the Smart Key - something I didn't know until I read the manual.

[Cosmo77]

Someone buys a $50 microwave at Walmart and reads the manual so they dont burn the popcorn....but most people buying a 20K plus car leave that owners manual in the glove box. Cuddo's to those who don't.

Advisors don;t know everything.

Even I from time to time have to open the door to see what I should be setting the tires at.

Stop whinning

[sip]

Here (http://www.tada.ca/paul_stern_editorials_15.htm) is a article about role of the Service Advisor published by Paul Stern, President Toronto Automobile Dealers Association 2005 - 2006 and President Toronto Dodge Chrysler in TADA and Toronto Star in 2005 or 2006. According to Mr. Stern " As with many skilled professions, Service Advisors are constantly learning about the job. Periodically attends manufacturer-based training sessions to learn about advancements in vehicle design and technology. By continuing to refine their knowledge and skills, Service Advisors provide a high level of service to their customers and to their dealerships". (paragraph before the last).

I guess the standards have come down in the last five years to level of a receptionist.

[QEWmazdaPrez]

Perhaps you have taken the example too literally. It was an analogy.
Service Advisors attend training. Most of their focus is on customer service, organization, scheduling, etc. They do learn things about cars on the job.

I was trying to help clarify the role of a Service Advisor.

If you are really curious and would like specifics from someone else about the role of a Service Advisors, check out:
Automotive Training Centres (http://www.trade-schools.ca/automotive-training-centres/automotive-service-advisor.asp)


Translate the customer's interpretation of the problem into realistic, accepted auto repair terminology.
Train in the use of industry-standard software for auto service advisors.
Learn proper auto service descriptions of standard repair shop practices.
Learn how to write complete and accurate shop repair orders.
Understand how to present the value of dealership service, and sell additional services on top of what was requested.
Know how important your appearance and demeanor are to the auto service process.


I'm just here trying to provide some insight and answers.

[Default User]

Translate the customer's interpretation of the problem into realistic, accepted auto repair terminology.
Train in the use of industry-standard software for auto service advisors.
Learn proper auto service descriptions of standard repair shop practices.
Learn how to write complete and accurate shop repair orders.
Understand how to present the value of dealership service, and sell additional services on top of what was requested.
Know how important your appearance and demeanor are to the auto service process.



I remember a few years ago I was getting work done for my 300zx at the dealership, when a guy (yes, a guy) walks in behind me and says he needs some new "710"

Me and the SA looked at each other wondering WTF? she starts checking part numbers, service codes, you name it. 5 minutes later, the parts guy showed her a filler cap that said "710" on it. Rather than laugh in the guys face, she nicely said "no problem, have a seat, and we'll be right with you."

In all honesty, I probably would've laughed right there in front of the customer. But the SA maintained composure at all times and spared the unknowing customer the embarrassment.

[Shawn]

Here (http://www.tada.ca/paul_stern_editorials_15.htm) is a article about role of the Service Advisor published by Paul Stern, President Toronto Automobile Dealers Association 2005 - 2006 and President Toronto Dodge Chrysler in TADA and Toronto Star in 2005 or 2006. According to Mr. Stern " As with many skilled professions, Service Advisors are constantly learning about the job. Periodically attends manufacturer-based training sessions to learn about advancements in vehicle design and technology. By continuing to refine their knowledge and skills, Service Advisors provide a high level of service to their customers and to their dealerships". (paragraph before the last).

I guess the standards have come down in the last five years to level of a receptionist.

You probably already know that most of the TADA articles in the Toronto Star are propaganda. Either that or you believe everything you read on the internet.

[TheMAN]

most auto makers require their dealership's service advisors to undergo periodic training and manufacturer specific (ie: unaccredited) certifications
that being said though, I think it is reasonable to expect them to know basics under the hood so that they can show customers how to check their fluids at the very least

[sharkbait]

Perhaps you have taken the example too literally. It was an analogy.
Service Advisors attend training. Most of their focus is on customer service, organization, scheduling, etc. They do learn things about cars on the job.

I was trying to help clarify the role of a Service Advisor.

If you are really curious and would like specifics from someone else about the role of a Service Advisors, check out:
Automotive Training Centres (http://www.trade-schools.ca/automotive-training-centres/automotive-service-advisor.asp)


Translate the customer's interpretation of the problem into realistic, accepted auto repair terminology.
Train in the use of industry-standard software for auto service advisors.
Learn proper auto service descriptions of standard repair shop practices.
Learn how to write complete and accurate shop repair orders.
Understand how to present the value of dealership service, and sell additional services on top of what was requested.
Know how important your appearance and demeanor are to the auto service process.


I'm just here trying to provide some insight and answers.

+1!

Not to be rude, but I am going to be blunt and just cut to the chase on this one....cause this obviously is just getting out of hand.
You have wayyyy to much time on your hands to worry about such a small difference in your PSI levels. Hands down! It's not going to make any difference in your car. It's only a Mazda not a Rolls Royce. Like majority of the members have clearly already posted.... stop complaining! A teacher of mine back in grade 5 told me to “ask three before me". Meaning, do your own research before you go to the source. That way you can educate yourself. In this situation, that is clearly what did not happen. Read your manual!
And why would the SA need to know that on her own car. She works at a dealership and she’s not a tech. She gets others to do it for her, as most people would do if they were in her shoes. You honestly can't expect the SA at any dealership to know such nitty gritty deals ALL THE TIME! Think about how much info goes through their head a day? I've seen some SA's work their butts off and go through some of the most frustrating things and still put a smile on for their customers. Service Advisors are the midway people, as was clearly stated before, and relay messages to the customers on behalf of the techs. You yourself said that the SA you dealt with offered to get a tech for you to answer your questions and concerns. I would be happy to know that she didn't just lie to my face and take matters into her own hands, but rather, she said she wasn't too sure and tried to get someone that could better help you. Don't beat the poor girl up. No one is perfect, so cut her some slack.

And to say that "the standards have come down in the last five years to level of a receptionist" is just flat out insulting and not called for. If she read that, how do you think that'd make her feel? Let alone all the other SA’s that work at dealerships that BTW, are frequent users of this forum and probably wouldn’t appreciate you underestimating and ridiculing their jobs. I know for sure if it were me you were complaining about and criticizing my job performance I wouldn't be too happy with some of the comments you are making. Just sounds like mere judgment to me. I'd like to see you perform the duties and go through the daily BS that any SA has to deal with day in and day out. You think you’re the only one with a complaint? This is such a minor thing and you’re blowing it out of the water for no reason.

[Fuman]

The recommended tire pressure varies from car to car, and it no longer applies if you replace the tire with a different model. This is not something I would expect the SA to know. However, I do expect the SA to know the location of where the core fluids are, limited to the cars the dealer sells. In the end, the SA represents the dealership, and learning this information should be part of the ramp-up process.

[sip]

Sharkbait,

1) Do you have any connections with the particular dealership? If you do, please disclose it, as you seem to be a bias advocate of dealership.

2) I did not refer to SAs, as “receptionists”. In fact, I thought they were advisors. Another member introduced the word “receptionist” to this discussion. He said: “When you go to the dentist, do you expect the receptionist to tell ……. A Service Advisor is much the same”. If you have an issue, take it up with him. I merely responded to his comments comparing a SA to a receptionist and posted a link that shows SA as a skilled professional.

3) I did not ask the SA about the tire pressure. I knew what it was and told the SA that the pressure should be 34 psi according to door label. What I posted was that SA did not know how to set tire pressure (according to the door label as per Mazda Canada / generally accepted method). I do not expect SA or anyone else to know tire pressure for a particular car but I expected the SA know where to find it and not tell me it could be between 32 - 40 psi for my car. It is a simple thing – just open the door.

4) Sub-optimal tire pressure can reduce fuel economy and lead to premature failure of the tire. Recommended tire pressure displayed on the door is the cold inflation pressure – tire pressure before the car is driven and the tires warmed up.

5) I posted on this forum to share my experience because I was amazed by lack of basic knowledge by a SA. It is more a refection on the dealership than the SA, as the dealership is responsible for the training and supervision. I am sure she is a good SA. Little more training/education about cars being service would make her a great one. I didn't mean to pick on her. I left the names out. Didn’t I say she was a very personable person? I am sorry if I hurt anyone's feelings but it was an innocent posting.

6) You said I am blowing it out of the water for no reason. I merely made an observation in my posting. It seems that it is you who is over-reacting to my posting. If you disagree, you could either ignore it or be civil in your response.

[sharkbait]

Sharkbait,

1) Do you have any connections with the particular dealership? If you do, please disclose it, as you seem to be a bias advocate of dealership.



Do i have any connections with what paticular dealership? I service my vehicle where i purchased it, not to mention i dont think you have stated which dealer this has happened to you at.

i am not over - reacting i do believe you are just trying to make somthing out of nothing that is all.

[Cosmo77]

:pop

[mazdabetty]

This thread is annoying and should be locked nnnnnnnnow.

(No offense to you sip, it's definitely annoying not being able to vent here anymore without people jumping down your throat all the time).

[S.F.W.]

enough with the bickering back and forth..does anyone have anything on topic to add? Or shall I lock this thread?

[JonsMazda]

Vote for lock...enough is enough!