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Old 05-07-2007, 10:49 PM   #1
CypherAZ
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Default Steven Jory Service

Today I took my STi to Steven Jory on the way home to have my brakes looked at. I've been their once before to get my oil changed and one of the service advisors, Tory, was every helpful. They spend an hour or so trying to figure out the noise coming from my front brakes. Towards the end, the Service Manager became involved in the situation. Tory comes to find me saying that because I have a TBE installed my warranty is void, but they are still going to cover today's work.

I'm not normally one to complain, thats what my wife is for. But tommorrow I will be contacting both the GM of Steven Jory and Subaru of America. Maybe someone should inform the people at Steven Jory of how the law actually works.

Anyway I live about 5 blocks from steven jory, but it looks like i'll be making the drive elsewhere now.
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Old 05-07-2007, 11:23 PM   #2
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1. Troy
2. They can't make warranty calls, their SOA district person does (the same person that makes the call at any other dealership in phoenix).
3. Not sure how a TBE effects your brakes?

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Old 05-07-2007, 11:27 PM   #3
06STi
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TBE adds more power so the brakes have to work harder.....


That place is a joke... Racingfish is the only dealer to have work done on your car.
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Old 05-07-2007, 11:33 PM   #4
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Originally Posted by 06STi View Post
TBE adds more power so the brakes have to work harder.....


That place is a joke... Racingfish is the only dealer to have work done on your car.
You miss my point though. If there's a warranty issue, the same person who says its void at Steven Jory is the same person that will say it at Avondale, or Camelback, or Power...etc...

Something doesn't make sense with this story.
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Old 05-07-2007, 11:55 PM   #5
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Yeah I know about how it works.. I void them all the time if the people are dick heads. 99% we take care of them. Brings that customer back to us.

I talk with our rep. What we tell him is how he bases void or not. most the time the rep doesnt get to see the car. only the parts later if they ask for them.

So if your in good with your rep... You'll keep customers happy.
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Old 05-08-2007, 12:20 AM   #6
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So you lie to your rep about what's wrong?
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Old 05-08-2007, 12:33 AM   #7
CypherAZ
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Quote:
Originally Posted by NO PULSE View Post
1. Troy
2. They can't make warranty calls, their SOA district person does (the same person that makes the call at any other dealership in phoenix).
3. Not sure how a TBE effects your brakes?

To answer number 3, I had the same question. I can understand if I was asking them to fix a problem related to my TBE. Then by all means deny the claim, but stating that my warranty is void? Still wouldn't have been an accurate statement. They can't actually void your warranty. Like I stated above, it sucks that I now have to drive out of my way to goto a dealership that isn't going to give me a hard time.
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Old 05-08-2007, 12:36 AM   #8
CypherAZ
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Originally Posted by 06STi View Post
Yeah I know about how it works.. I void them all the time if the people are dick heads. 99% we take care of them. Brings that customer back to us.

I talk with our rep. What we tell him is how he bases void or not. most the time the rep doesnt get to see the car. only the parts later if they ask for them.

So if your in good with your rep... You'll keep customers happy.
Thank you for visiting the Subaru Web site again. I hope that you have been enjoying your WRX!!

First and foremost, get that nasty word VOID out of your vocabulary. The ONLY way your warranty from Subaru will be VOIDED is if you take it out of the country.

Now, for the facts. We do not recommend the installation of any aftermarket parts in any of our vehicles. Doing so, will NOT affect your warranty. But, any problems caused would not be covered by your warranty from Subaru.

For example, an air freshener is an aftermarket product. Therefore, we would not recommend that you install one in your WRX. But, it is really not going to cause any problems, so there would be no harm or problems caused.

Finally, this is your WRX. Therefore, you can do as you deem appropriate. But, if the installation of an aftermarket part causes a problem, you would be responsible for paying for the repairs.

If you need further assistance, please feel free to contact us again. Have a great weekend!!

John J. Mergen
Subaru of America, Inc.
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Old 05-08-2007, 12:43 AM   #9
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And straight of the SOA website.

Quote:
Damage Caused By a Non-Covered, Unauthorized Part

These warranties do not cover damage to a covered component directly caused by the failure of a non-covered part, accessory or occurrence of event.
Directly being the key word their.

Should be an interesting conversation tommorrow.
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Old 05-08-2007, 01:04 AM   #10
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Yeah I asked about a TBE when I brought my car in for an oil change when it was still stock. He straight up threatened me that my warranty would be voided. Then about a week after that I heard what they did to AZRally, and that put the last nail in their coffin. Ever since then I drive my butt out to Avondale, christian has taken care of me.

Now, I do not have anything against M. Ehle, he was always helpful there, made the buying process very simple for me, even hooked me up with a free bottle of touch up paint, and some xzylon stuff.
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Old 05-08-2007, 01:07 AM   #11
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Originally Posted by NO PULSE View Post
So you lie to your rep about what's wrong?
No we tell him up front. He knows, I know, We all know what causes a failure. Being up front and not lie about it makes your rep hapy and want to give out a goodwill claim. Which in return keeps the customer happy.

I cant add up how many claims get killed when customers come in lying about what happen. We have been around long enough we 99% of the time already know what happen. Most the time we are waiting on the customer to come forward. That makes or breaks the furture goodwill if needed.
Not saying this is what happen with this case. I dont know. I can tell you the guy who picked up his bike brand new from the crate and was going to dyno it to break it in was going to get his warrenty voided. He didnt even want us to test ride it.

I have gotten new motors, brake rotors, Hell, They even gave me a few free warrenty headers to build a customer a one off exhuast system for a customer that races their bike at the track.

Its all in the approch, How your service team speaks and handles the problem with the rep..... That makes or breaks it for you.
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Old 05-08-2007, 01:07 AM   #12
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Then about a week after that I heard what they did to AZRally, and that put the last nail in their coffin.
And that story gets better each time its said by people who weren't there nor know what was going on.
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Old 05-08-2007, 01:09 AM   #13
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And that story gets better each time its said by people who weren't there nor know what was going on.
Well what happen then????
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Old 05-08-2007, 01:09 AM   #14
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steven jory sales a big thumbs up but their service = 4 hr oil change on a slow day wtf?
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Old 05-08-2007, 01:10 AM   #15
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No we tell him up front. He knows, I know, We all know what causes a failure. Being up front and not lie about it makes your rep hapy and want to give out a goodwill claim. Which in return keeps the customer happy.

I cant add up how many claims get killed when customers come in lying about what happen. We have been around long enough we 99% of the time already know what happen. Most the time we are waiting on the customer to come forward. That makes or breaks the furture goodwill if needed.
Not saying this is what happen with this case. I dont know. I can tell you the guy who picked up his bike brand new from the crate and was going to dyno it to break it in was going to get his warrenty voided. He didnt even want us to test ride it.

I have gotten new motors, brake rotors, Hell, They even gave me a few free warrenty headers to build a customer a one off exhuast system for a customer that races their bike at the track.

Its all in the approch, How your service team speaks and handles the problem with the rep..... That makes or breaks it for you.
So, you're telling me that if someone takes their car and its inspected by the same SOA person that he'll make a call differently depending on what dealership the SOA person is sitting at?
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Old 05-08-2007, 01:11 AM   #16
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Well what happen then????
Call and ask them. That's all it takes.
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Old 05-08-2007, 01:14 AM   #17
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Originally Posted by NO PULSE View Post
And that story gets better each time its said by people who weren't there nor know what was going on.
Well considering I asked Matt soon after it happened, I think I got a pretty...true...answer.
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Old 05-08-2007, 01:19 AM   #18
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Well considering I asked Matt soon after it happened, I think I got a pretty...true...answer.
*sigh*

It's not my place to speak for Steve Jory Subaru, so I'm not going to. But the story that I've heard mimicked here on NASIOC isn't how the story was told to me. And I'll just leave it at that after seeing some of the FAT posts, and other posts on NASIOC where things arent quite what they seem when someone actually asks the 'other side'...

*shrug*
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Old 05-08-2007, 01:22 AM   #19
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Falcon, are you talking about Power Subaru as being the warranty nazis?
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Old 05-08-2007, 01:23 AM   #20
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Originally Posted by NO PULSE View Post
So, you're telling me that if someone takes their car and its inspected by the same SOA person that he'll make a call differently depending on what dealership the SOA person is sitting at?
Yes I have seen this happen with Subaru 3 times.
I have also seen this in the motorcycle world many times.... If the rep hates the dealership based on all the B.S. that goes on, Alot of them turn claims down. If you have a poor customer service rating as well.
Reps only like to help when your willing to help the cutomers..... Little customer service goes a longway.

Some things the rep will ask.
Whats the service history... ?
Is the service history with your dealership?
Do you think this customer will by from you in the future?
Did the customer lie about what happen?

If you say no to a claim or a goodwill you will lose a customer...

Most reps do not want that. Thats why they ask if you are a good customer. If you always have work done at FAT and only come in for a claim. What do you think they might say. Unless your service team goes to bat for you.
Reps want to keep customers, putting out a few dollars now will more then likley keep the customer with subaru and in time subaru will see that back when that customer talks to friends about how well they were treated, or buys the next model coming out.
losing $10 now will make you $100 later. Good investment.
In the end we all have been around long enough to see a huge cut of the market in failures. We draw apon this when we see stuff fail. Now if 500 cars had the clutch fail, 50 had tbe 450 didnt. Do you think the rep is going to void that claim? Not if the service team goes to bat for you.

The best thing you can do, Is pick one place to work on your car. Dont hop back and forth over the best coupon price. You will always come out better a head by letting the same place work on your car. The techs get to know you and your car. The service team gets to know and want to take care of you......

Only using FAT for example....
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Old 05-08-2007, 01:26 AM   #21
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Yes I have seen this happen with Subaru 3 times.
I have also seen this in the motorcycle world many times.... If the rep hates the dealership based on all the B.S. that goes on, Alot of them turn claims down. If you have a poor customer service rating as well.
Reps only like to help when your willing to help the cutomers..... Little customer service goes a longway.

Some things the rep will ask.
Whats the service history... ?
Is the service history with your dealership?
Do you think this customer will by from you in the future?
Did the customer lie about what happen?

If you say no to a claim or a goodwill you will lose a customer...

Most reps do not want that. Thats why they ask if you are a good customer. If you always have work done at FAT and only come in for a claim. What do you think they might say. Unless your service team goes to bat for you.
Reps want to keep customers, putting out a few dollars now will more then likley keep the customer with subaru and in time subaru will see that back when that customer talks to friends about how well they were treated, or buys the next model coming out.
losing $10 now will make you $100 later. Good investment.
In the end we all have been around long enough to see a huge cut of the market in failures. We draw apon this when we see stuff fail. Now if 500 cars had the clutch fail, 50 had tbe 450 didnt. Do you think the rep is going to void that claim? Not if the service team goes to bat for you.

The best thing you can do, Is pick one place to work on your car. Dont hop back and forth over the best coupon price. You will always come out better a head by letting the same place work on your car. The techs get to know you and your car. The service team gets to know and want to take care of you......

Only using FAT for example....
To me that sounds like a problem with the Rep and nothing to do with the dealership.

Regardless of where I take my car, I would expect the same response from SOA...

*shrug*
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Old 05-08-2007, 01:36 AM   #22
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Quote:
Originally Posted by NO PULSE View Post
*sigh*

It's not my place to speak for Steve Jory Subaru, so I'm not going to. But the story that I've heard mimicked here on NASIOC isn't how the story was told to me. And I'll just leave it at that after seeing some of the FAT posts, and other posts on NASIOC where things arent quite what they seem when someone actually asks the 'other side'...

*shrug*

hey man i am sure that there are two sides of the story, but which one do u believe, i mean i have had the same thing said to me before at a subaru dealer, so i honestly do believe it. And the FAT thing i dont want to bring anything up cause i dont know both sides, but i am sure there is truth in every story told on here, for both sides.
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Old 05-08-2007, 01:43 AM   #23
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Falcon, are you talking about Power Subaru as being the warranty nazis?
Nah just Jory.

I don't have any experience with them, as I didn't want to risk going there for warranty work.
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Old 05-08-2007, 01:55 AM   #24
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hey man i am sure that there are two sides of the story, but which one do u believe, i mean i have had the same thing said to me before at a subaru dealer, so i honestly do believe it. And the FAT thing i dont want to bring anything up cause i dont know both sides, but i am sure there is truth in every story told on here, for both sides.
Totally... I'm just saying, we've heard a lot of stuff on NASIOC even just recently that wasnt 100% what the story-teller said...

That's all I'm saying...
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Old 05-08-2007, 02:11 AM   #25
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Honestly i've been a Honda guy my entire life, and now this experience plus everything i've read online I can finally understand why honda is doing so much better in north america then subaru. I had a supercharger s2000 before my STi, and blew the diff. Had the car towed to earnhardt honda, they replaced the diff goodwill, when I was more than willing to pay to have it fixed.

*I'm sure their are subaru dealerships that offer the same level of service, but just from my experience and comprehention....this was my opinion.
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