There are many meanings of the word "Service"
1. An act of helpful activity; help; aid: to do someone a service.
2. The supplying or supplier of utilities or commodities, as water, electricity, or gas,required or demanded by the public.
3. The providing or a provider of accommodation and activities required by the public, as maintenance,repair, etc.:The manufacturer guarantees service and parts.
Have you ordered take out lately and you're genuinely surprised when your order is correct? Try asking for a standard 3.0 USB cable at BestBuy and the "Manager" says, "If it isn't in that half of the store, we don't have it." I haven't changed my Sirius Satellite service in 6 month's because I dread the endless computer phone prompts and then the endless miscommunication when I do reach a human who is never clear until they try to up-sell me at the end of the phone call.
My wife and I are Freightliner fans, we like the company, we really like that Freightliner is ahead of the curve on technology. However, we have over 1,200,000 miles on our model Cascadia truck (DD-15 Great Engine) and unfortunately we have an imminent decision coming up... in-frame, crate motor or new truck. The only factor that gives us pause is having to deal with the service end in any of those decisions.
So I did some checking. Apparently ALL the major truck manufacturers have significant issues on the service end. So how did this happen? Is it because of proprietary on-board software controlling almost every facet of the truck's functionality? Does that lead to just replacing parts that the computer codes says needs replacing rather than a little research on what actually caused the problem? Is it because of the lack of skilled labor? Is it the disconnect from the driver to the service writer? Is it how that data is being transferred to the mechanic?
All of these issues tend to make servicing your truck a special kind of torture, especially when I have paid Lawyers less per hour than I currently pay to get my truck serviced. So, when I take my truck in for service I don't want "Service", I expect it.
We recently had a DPF issue. For those of you that have dealt with DPF repairs it can be complicated and very expensive. As expected with a truck with excessive mileage things break but we budget for it and when I go to a shop for repairs like our recent DPF issue I expect accurate information including, how much cost and down time. We got extreme varying opinions and cost estimates as we nursed our non regening truck across the country.
We ended up getting the repairs done at Freightliner Fontana Ca, part of the Velocity Group. There we saw our old service writer Leo Freyre who is now Service Supervisor and oversees customer relations.
Leo has solved issues in the past for us and even fixed a dealer to dealer warranty issue. Try that sometime by yourself if you ever want to test the level of your patience. This situation with the DPF was particularly stressful due to the cost and downtime at one of the busiest times of the year for us. Leo was very insightful and knowledgeable and clearly saved us money and time compared to other estimates we received. Leo was detailed oriented, followed up on our repair issues in a professional and efficient manner while keeping us informed as the repairs progressed.
Jimmy Nevarez states: "Leo is one of my favorite techs over there in Fontana.
If we had more guys like him managing the service process, I could see a closure in the efficiency gap currently between the guys who own/drive the trucks and the guys in the bays doing the work!
His genuine sincerity in wanting to keep these trucks running and maximize uptime should serve as an example to all service departments".
Jimmy is a member of Freightliner's Team Run Smart Program. The Team Run Smart Pros are real drivers with real advice. Their expertise lies in years of experience on the road and continuous success in the business of trucking. Each Pro is fully equipped with a Freightliner Cascadia, proving how a performance built truck can maximize your bottom line and build your business. Please visit TeamRunSmart.com to learn more about Jimmy and the Team Run Smart Program.
Jimmy Nevarez based in Chino, California Jimmy is the Owner/President of Angus Transportation. Jimmy pulls a 53' dry van hauling general dry freight on his own authority throughout all of Southern California and Southern Nevada.
I believe major truck manufacturers realize that their service departments could use some improvements and hiring people like Leo Freyre would go a long way into putting "Service" back into Customer Service.