Yesterday I posted a video about pre-delivery inspections. In the video, the technician was calmly and quietly going about his job, making sure your new Saab was all up to standard. Looked fantastic.
I received the following in comments to that video. With the author’s permission I’ve removed his remarks from the comments section and I’m posting them here.
The writer is a Master Saab Tech who I’ll keep as anonymous for the time being. It makes for very interesting reading. Further communication with the writer indicated that this isn’t meant to be a specific criticism of Saab or GM. It’s an industry thing. Perhaps it differs from company to company, but what’s below is his experience as a Saab tech, working in several countries around the world.
Those companies that don’t do so well in quality surveys may want to rethink their benchmarks. It sounds like another case of beancounters gone wild.
Haven’t watched this yet,too busy. I’ll let it stream a while and watch it later.
I must let you all know something about the industry though.
In my 15 years in the trade i have never ever seen any technician do a thorough P.D inspection or service inspection to the manufactures specs. Never.
You look at your service coupon, even for a minor service it requests the tech to inspect things like headlight alignment, wheel alignment, steering and suspension bolt torques,etc etc. Change the oil, clean the filters, scan tool test and wash and road test. All this in under one hour.
It is impossible to do any of the services in the quoted times, and this is what the manufacturer recommends and the service manager uses as a stick to prod you with.
Warranty repair times are even worse. E.G i can pull a complete dash out of a new 9-3 fix the rattles and put it back together ,clean it and set everything up in about 3 hours, which is hyper quick. The warranty time is 1.5 hours and that is all we get paid for as a dealer.
So ergo, the customer pays for a 1.0 service and that is what they get. It’s not the technicians who miss things like tightening bolts to recommended torques etc. It’s a case of if we did what we were meant to do we would all be sacked because we would be lucky to pump out 3 services a day at about 60% efficiency. And the industry bench mark is 110% efficient.
That is the main reason I left the industry. I just couldn’t take that kind of shit anymore. Now I just work as a consultant and mainly do very difficult complex electrical issues or NVH issues. These usually have no time frame on them, so you can get the job done to your own satisfaction and not to someone elses unrealistic time expectations.
Man, I could go on and on about this. I should write a book about it one day.