Posted by NCWayne on January 26, 2017 at 22:24:58 from (173.188.169.54):
Reading 55 50 Ron's post about the battery charger reminded me I hadn't shared what I found out the other day.
I called our local Mack truck dealership trying to get something that showed me the placement of fuses, and relays on the fuse block of a customers truck, since the one on the cover was missing. I was told right off that Mack didn't allow them to give out ANY technical information. I pushed the woman who answered a little bit, and kept getting the same response. I finally asked who I needed to talk to to 'file' a formal complaint.
She turned me over to the service manager. I got the same answer from him. He also said that to get the info we just needed to 'buy the book', or find another sticker. When asked what book was needed, he had no clue which one it would be in, nor if there even was one. When parts was asked about a new sticker, they showed it as being available, yet none were available anywhere.
When I got back home a few hours later I called Mack Corporate. The lady I talked to there was as nice as could be, but told me exactly the same thing.
I told the service manual at the dealership, that the 'rule' spoke volumes about both Mack, as well as about the dealership. One that Mack didn't give a dang about their customers, and two, that the dealership obviously didn't either. I know as a dealer, they are directly responsible for taking care of customer service. As such, ALL of he dealers need to tell Mack that the customer is their number one priority, and refuse to comply with such a stupid rulling.
If a customer calls needing something simple, like the location of fuses on the fuse block, there is absolutely no reason this information shouldn't be given out. While I understand not wanting to give out so much information that they knock themselves out of work, giving out something that would typically be shown on a picture right there beside the block hurts then in no way.
The real problem is if one of their customers was setting on the side of the road because of something as simple as a bad $5 relay, by doing as they do, they basically force that customer into paying out big bucks to get their truck towed, all because some 'suit' has put out such a stupid edict.
I will give the lady at Corporate a huge Thank you, as after talking to her for a few minutes, she put me on a three way call with a guy at an independent shop our in WA state who was able to help me.
Funny thing, he looked in his books, and didn't find a picture of the fuse block. He called his local dealership, and got the same answer I did on the actual sticker...it was on the books as being available, but really wasn't available. He also told me that when Mack's tech guys have a problem they can't solve, they usually call him because he's been working on them for so long.
So, to sum it up, if you've got a Mack truck, you'd better go ahead and get a book for it if you can. Without it, when it eventually breaks down, they won't offer you any support at all.
This needs to get out as I know a lot of guys will buy a Mack based on it's tough reputation. I know Mack's have a history of being reliable, but without the customer service, I wouldn't recommend one, now, to my worst enemy.
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