Autotechnika

[wiretap_md]

Since its an incovenience I experienced this afternoon, I guess it deserves to be in this section.

I'll go straight to the point. I brought our just acquired Nissan Patrol to autotechnika. Being a second hand unit, I decided to have all fluids changed.
I called a day beforehand got in touch with a certain joven (service advisor) and told him that I wanted to try the transtech service as pointed out by torque2006. I arrived at 2pm. Here are my observations and complaints in outline form.

1. No receptionist / advisor on the lookout to meet me in front. I had to tell the guard pa to look for him

2. My mechanic was with me because we just finished the 4x4 conversion. The technician didn't even know where the oil filter was, or if it was an element type or not. My mechanic had to point it out to him pa. I thought people here are TESDA certified?

3. The technician failed to tell me that the copper gasket of the oil drain plug needed replacement because it was damaged already. After draining the oil, I had to ask the service supervisor pa what was causing the delay and it was only then that they told me that the copper bushing needed replacement. Almost 30 mins hintay ko. Wala sila replacement. My mechanic told me that teflon would do.

4. In fairness, the Transtech was good. They used 10 liters of USA 88 ATF to flush the AT. Works similar to a dialysis machine. You could see the gunk comoing out. However...

5. ...the 2 mechanics + 2 apprentices they were teaching were fooling around with each other and talking. No concentration at all to their work. KUng anu-ano pa kinukwento with each other. Turned me off. Had to clear my throat several times just to signify that I was getting irritated.

Because I was irritated already, I decided to forego with their free xx point checkup offer.

6. Service advisor doesn't even come back to ask me how was everything, if I wanted any more, etc. Not accomodating talaga.

7. Mas tinututukan pa nila yung BMW ng boss nila / owner ng autotechnika. There were other customers already pero parang yung mga technicians all swarm to him kaagad.

8. Tagal pa mag settle ng bill. I had to wait another 30 inutes.

All in all, for the transtech and change oil, it took them almost 3 hours. Transtech takes only 30 mins. Change oil I believe will only take around 30 mins if done by a competent and "attentive" technician.

I gave them a piece of my mind in their survey form.

[allen_the_great]

lol.. itatapon lang nila yang survey form mo.. u shud have gone straight to their boss and aired ur complaint to him

[OTEP]

Magpapa-service pa naman din sana ako ng A/T diyan. Kaso nabangga yung Starex and kanina, hindi pa din nasisimulan ng Ssangyong Quezon Avenue ang trabaho so matagal ko pa mapapagawa. hehehe.

1. For a company that touts itself as a casa alternative, dapat may receptionist talaga. Sa tindahan nga ni Glenn may sumasalubong agad, eh. Eh hindi naman sila big shop or anything close to a casa.

2. Baka natapat ka lang sa not-so-good mechanic nila. Siguro naman meron din silang ok na mechanic.

3. They should have disclosed what was causing the delay. when I went to Ssangyong kanina and nakita kong hindi pa na-start yung Starex gusto ko na magalit, pero yung COO mismo ng Ssangyong Quezon Ave ang lumapit sa akin to explain what caused the delay. Hindi ko siya pinatawag, lumapit siya agad when he saw me checking the vehicle.

4. At least the machine was good.

5. Ganun talaga minsan. Huwag lang siguro makalimutan ang trabaho. Kahit naman nung clerk tayo minsan napapachika tayo sa harap ng pasyente. hehehe.

6. Ano kaya pinagkakaabalahan ng SA nila? Dowloading ****, maybe?

7. Dapat sinabihan sila ng boss nila to get back to work. Baka naman feeling star din ang boss nila? hehe.

8. Ayan ewan ko kung bakit ganyan katagal.

Pwede mo din ito post sa Off-road section ng Autoindustriya. Yung isang mod dun, dating tiga diyan.

[boybi]

wiretap, is the transtech for A/T only? how much were you charged for this transtech?

[nugundam93]

saan branch ito? fort or commonwealth?

[orly_andico]

baka yan yung supercharged BMW 330i na binebenta.. nandun daw sa autotechnika fort eh..

[ts1n1ta]

Well hope they improve on it based on your survey form.

[JohnM]

Paging torque2006. Di ba sya yung marketing guy ng Autotechnika?

[HardCharger]

Hi All!

Is this at the Fort or at Fairview?

I bring my rig to the one in Fairview and so far, *KNOCK ON WOOD*, I've had good service.

The managers were attentive, they check on me from time to time to see if everything's OK since I watch as they work on my rig.

The techs know what they were doing, they know what goes where and while the occasional stories and jokes are there, they remain focused on the job at hand.

They use the right tools.

The only issue I may have, is that sometimes the time estimate of the job is a bit off.

Hope this helps.

:regards:

[Djerms]

Kaya nga namimiss ko si yung dating nag-aassist samin diyan. Now working for Land Rover na yata, but still gives me good advice thru sms.

I think the Fort branch is still in their dry run period...pero still it should not be an excuse.

Saang branch ba ito Boss Wiretap?

[torque2006]

To sir wiretap_md and all the tsikoteers:

First up, I would like to apologize for two things: (1) for the incident that happened last wednesday; (2) for replying only now.

Everyone, I'm James, the marketing officer of Mancor Holdings Corp (www.mancor.com.ph), in which Autotechnika is a subsidiary. The company has started streamlining operations, and the marketing department has just been established two years ago. Basically I'm the only marketing person right now for the whole company and workload is toxic right now (i've been here two months, and this is my first job straight out of college), which explains why it takes time for me to regularly check automotive forums, and thus for the lag in my reply.


As for the incident:

The management have discussed the problem. We have made the involved mechanics and service advisors give statements. I have called wiretap_md regarding the complaint, however he is busy at the moment so he can't entertain me right now. it would be unfair if we answer right away without us personally consulting with him on what really happened.

We have made steps regarding sir wiretap_md's complaints. We still have a lot of points to improve on, which we are trying to work on right now. However, this cannot be used as an excuse. From the mechanic's statements, we know they violated some workshop policies. To end the investigation I would need to talk to sir wiretap_first, and from there I would issue another statement.

Lastly, I would also like to thank sir wiretap_md for telling us his experience in our workshop. We learned a lot of lessons from this episode.

For the other posters:

to sir allen_the_great:
The survey forms that we use right now was made by my predecessor. We do keep and tabulate them. The customer satisfaction survey basically tell us what we need to improve on.

However it does not fully give us a picture on customer service experience hence we are doing steps on making a better survey form.

to sir OTEP:
Sir, we really are getting a receptionist. We really want a lady who more-or-less have at least basic knowledge on cars. Unfortunately until now no one has passed the requirements set by our HR.

As for your other comments, they are related to sir wiretap_md's, and i will answer them ASAP.


to sir orly_andico:
sir as far as i know we are not selling any supercharged bmw at the shop. the only 330i in the shop right now is owned by tommee, and is the pet project of design technik motorsports. we are hoping to make the deadline for the custom car and truck show in megamall at the end of the month.

to ts1n1ta:
yes sir, this really rocked our house (or workshop). Changes are coming fast.

to Seminaristakuno:
here i am sir. sorry for the delay on the reply. i'm swamped with work right now. but i'm trying to find time to visit tsikot.com regularly.

to Hardcharger:
Thank you sir for your comment regarding the good service in Autotechnika Fairview. As for the time estimate, we have done tack timing on all work done , because that is where we base our labor costs. As a rule our mechanics should do the job within the corresponding tack time. If there are other problems seen while work is on going and you decide to have it repaired too, this should add to the tack time, and you should have been briefed that the time estimate would be extended.

That is what they are supposed to do. Did they do that? or did they went out of the estimated time? Tell me the details, who is the service advisor and we will do an investigation too. Heads will roll if i find out they're not up to standards.


to Djerms:
Sir, we are doing everything to address the problem. We will not make any excuses. If we did something wrong we correct it, and depending on the gravity of the incident give out reprimands and suspensions.


Nahihiya ako para sa autotechnika. Hinde dapat ganito. May rule book kami na dapat sinusunod at ginagawa. kung ginagawa lang nila ang tama, wala sanang problema. May general meeting kami para sa lahat ng bumubuo ng team autotechnika, para malaman nilang lahat kung ano ang pagkukulang namin. At hinde lang jan matatapos to. Ang buong sistema namin ay babaguhin ko kung kinakailangan.

[bm5er]

Also has some experience at the Fort this week:

2 bushings press out and install (front suspension),
2 shocks bump stop/cover installs (same front side as above so one removal only),
4 ball joint rebuilds (outside job) (also fronts),
>
2 overnights !
brought the car before lunch Monday, released after lunch Wednesday.

Our feeling is that it took too long and a bit too pricey for such a simple job. And we are not very comfy with leaving the car overnight at the shop, as the job tends to take a little longer, than when you wait and watch as they do it.

[JohnM]

Thanks for replying James.

Nasa Fort branch ngayon ang dalawang team leads namin for the free checkup. Will interview them when they come back.

---

Ok they're back. Si James daw mismo ang nakausap nila hehe.

They were satisfied naman daw. Nagpa-quote daw yung isa ng parts and service and monday daw makukuha ang quotation nyo.

Pupunta siguro ako next week for the checkup. Interesado ako sa ATF dialysis

[Djerms]

Hi James,
Thanks for replying. I hope that everything turns out well.

[bm5er]

Got a prompt call from James.
Explained what happened.....
It is good to know they listen to customers, all in the spirit of improving their services.
No worries, all is well now.

[wiretap_md]

The incident happened at Autotechnika's The Fort branch.

James tried to contact me around 2pm. Unfortunately, I just got out of the OR and was busy attending to patients so I told him I'd call back once I'm free.

James, I'll try to get in touch with you tomorrow.

[ronald_m]

It seems to me autoteknicka is trying to please everybody.Thats what you call customer service.Word of advise to james,You cannot please everybody,lol.

[nugundam93]

It seems to me autoteknicka is trying to please everybody.Thats what you call customer service.Word of advise to james,You cannot please everybody,lol.

true. pero at least torque2006 is doing his best.

[ronald_m]

true. pero at least torque2006 is doing his best.

Torque2006,
do you guys serve coffee and donuts to customers?

[nugundam93]

Torque2006,
do you guys serve coffee and donuts to customers?

gonuts donuts and starbuko, este, starbucks? joke lang! :lol: