How to communicate with a dealer for car service/repair?

I’ve never had to travel that far, so I usually wait until I get there and talk to a service advisor face to face.
Have you asked to speak to an advisor on the phone?
Are you going to drive 800 miles for a repair, or hope they can fix it while you’re there?

 

Yep; It might be because I'm older - but I've noticed that too. People just don't listen anymore, they just want to recite the script they were taught.
I do most of my communications through email or text and send a follow-up email or text, on important stuff, to the individual on verbal communications, so there's no misunderstanding. It's unfortunate, but that's what this world has come to. My last few years before I retired - that saved my bacon on numerous occasions, when middle management has it out for you and tried to cover for their buddies. The second time this happened, HR wrote-up my manager - I've never, ever seen that happen - they usually cover for management.

 

I feel you.
My local (GMC) dealership is less than five miles from the house and I won't let them give me a free oil change.
If my car needs service covered by a recall or a warranty I will drive (or have the car towed) to a dealership nearly 100 miles away.
If that happens, my CFO will share her thinking with them about what needs to be done and why before the keyfob changes hands.

I only have one car that is under any kind of a warranty, and if it is like the other three I will hopefully not have to darken the door of a dealership until it is time to get another car. My CFO's usta-car has (2012, 170,000 miles) has had a few issues requiring a visit to a trusted local mechanic, and I don't seem to have a problem communicating with them about my needs because, as it turns out, there are other mechanics I can hire.

 

I am not sure how to offer a worthwhile comment for the OP.
1) It seems the initial contact is with a scheduler, not a service advisor (SA), so a brief conversation of, "I want to "schedule for an xxxx service" is all that initial conversation should consist of.
2) Then when you see the SA in person explain in detail your exact reason for the visit.
3) Know the "game". Some SAs are on bonus/ commission plans so upselling is a standard conversation/ comment. So after the car is in the shop, there is that upsell conversation you are experiencing.
4) Sometimes, when on a lift, the mechanic may find items you were unaware of, such as a torn trans-axle boot, and the additional service suggestions/ conversation may be warranted.
5) Be aware of your owner's manual service intervals and lists.
6) LOL Some dealerships "suck"; try bribing with doughnuts or beer
As said, not sure if these comments are worthwhile.
Good luck.

 

You are doing it exactly right. Stick to your guns.

Understand that they need to play a game in order to get points (sometimes actual commission, sometimes just brownie points) and it would be kind of you to tolerate them going through the motions.

But keep doing what you are doing, and don't let it get to you.

 

I'll never forget when I became aware the dealerships had added another "layer". I had a very straightforward issue (escapes me what it was...). I phoned up service, explained the issue, and thought I was booking an appointment to get it fixed. About an hour after dropping off the car, I got a call, fully expecting it to be done and ready for pick up. Instead it was "yes, that's the problem, would you like to book an appointment to get it fixed?".

The service advisors, and now appointment bookers, all B Ark candidates...

 

Did they turn you away anyways?

 

200 miles to a dealer, i bet they are laughing in europe

 

200 miles...

Last fall we drove up to Williams Lake (from Vancouver); that's 530 kms (330 miles). That was an all-day odyssey, at least for us. I can't imagine travelling more than half that distance, for some keys.