10 Questions with an Infiniti Service Manager

One often overlooked aspect of a car company or dealership is their service department. Being a Infiniti enthusiast and owner I decided to throw 10 questions at my local Infiniti Service Manager, Steve Baer, of Sam Swope Infiniti in Louisville, KY.

Q1. What is the number one thing customers need to know about using Infiniti Service?

Steve: Pricing. We understand customers have a choice when it comes to servicing their vehicle. For that reason we price all of our services very competitive and offer a higher level of customer service. With any of our Services customer have access to our loaner vehicles, they will get a car wash and vacuum with every service, we have a comfortable waiting area, we have Infiniti trained Technicians, and use Genuine Infiniti parts. We also have a Best Price Guarantee* so why wouldn’t a customer take advantage of all we have to offer?

Q2. What do you feel are the main reasons that an Infiniti Service Center can provide better service then other shops.

Steve: Tool, Training, and Technicians.

Being a franchise for Infiniti they require we have all the latest and greatest tools for diagnosing and repairing vehicles. Everyone’s heard the saying “you need the right tool for the job”. Tools are expensive and often manufacturer specific. Most aftermarket shops will not spend the money for them. Having the right tools will shorten the diagnosing time (time is money) and give an accurate diagnoses the first time. Also Infiniti has a fantastic Tech support call center. If we are having a problem diagnosing or finding a problem on a vehicle we can call the support center and they will check a database with our concern and see if any other dealer in the country has had this same concern. They will also use their knowledge of Infiniti to assist us in diagnosing if needed. As they say “two heads are better then one”.

Every Technician in our shop is a Certified Infiniti Technician. Infiniti offers a non-stop training program that allows a Technician to complete online training as well as off site training to maintain their knowledge of this ever-changing business. Vehicles today are very advanced with things like Crash avoidance, Lane Departure avoidance, sophisticated air bag systems and tons of others. Customers owe it to themselves to take it to a place that have been trained and understands their vehicle.

Q3. How important is it to follow the documented Infiniti Service Plan?

Steve: It is always important to follow suggested manufacturers maintenance schedules to not only ensure appropriate warranty service but to also ensure longevity of a vehicle after the factory warranty is over. . During the warranty period if you were to have a claim the first thing Infiniti will look at is the vehicles maintenance records. The first page in the owner’s manual, talking about maintenance, states a claim will or can be denied due to lack of maintenance. Maintaining a vehicle is part of ownership and when done properly will provide the owner with top performance, handling, peak fuel mileage, and worry free driving.

Q4. What should you expect from your Service Advisor?

Steve: A person you can trust who is looking out for your best interest. Someone knowledgeable about the vehicle and what it needs. Someone who does what they say they are going to do. Someone who will understand your position and work with you to get all situations resolved. Service Advisors are here to help. They are on your side.

Q5. What issues can customers expect with warranty claims? What steps should they follow if they wish to escalate a denial?

Steve: Most warranty claims go through without a problem. Customer comes in, states their concern, we repair it under warranty. The problem comes when they have a major claim like a faulty transmission, or engine. This is the kind of claim where Infiniti wants to see maintenance records and length of ownership. If a customer just bought the vehicle or has no records, they are going to have a hard time getting it covered. If denied or the vehicle is just out of the warranty period and the customer feels it should still be covered they should talk with the Service Manager. He may be able to help or he will escalate the concern to his contact at that main Infiniti office in Illinois. The customer may also call Infiniti consumer affairs at the number located in their owner’s manual.

Q6. How can owners maintain factory warranty coverage if they prefer to perform their own regular maintenance? What about using non-Infiniti branded filters?

Steve: The best thing to do is to keep any and all receipts. Keep a journal noting the mileage and what was done at each service with the receipts to back it up. Using non-Infiniti filters is not a good idea. If you were to have a warranty claim and the non-Infiniti filter could be blamed they would not pay the claim. Infiniti spends a lot of time and money choosing the parts they use in their vehicles. The Genuine Infiniti parts are going to fit better, last longer, and are better quality.

Q7. How does an Infiniti Service Center deal with warranty issues if the owner has installed related aftermarket parts? Do you have any recommendations to follow concerning this practice?

Steve: We enjoy seeing vehicles customer have personalized. We don’t mind seeing aftermarket parts on vehicles, it only becomes an issue if the aftermarket part installed has caused the issue they are trying to get warranted. If you come in with a harsh ride complaint and we see you have installed lowering springs and shocks we may have an issue. Many dealers offer an aftermarket performance section in their parts and service departments. We offer Stillen products in our Service Department and if installed by us will not affect the warranty.

Q8. What is the largest or most common mistake you see in regards to car maintenance via owners?

Steve: Owners trying to save money by repairing their vehicle themselves or taking it to someone who claims they will do it cheaper. As I mentioned before vehicles today are very complex and should only be worked on by trained professionals. If someone is willing to do it cheaper there is usually a reason. Make sure owners are comparing apples to apples.

Q9. What is the real scoop on Ester Oil?

Steve: Ester oil is a synthetic base oil that has been chemically synthesized. It is made up of smaller molecules that allow it to fit into smaller places reducing engine noise and allowing better lubrication. It is made to coat all of the lubricated parts in the engine while it’s running and stay there even after the vehicle is turned off. This is a great benefit on initial start up.

Q10. What specialty training are the Infiniti Technicians required to receive prior to performing service on an Infiniti product? What levels of Technicians are required at any single Infiniti Service Center?

Steve: All Technicians before they work on our vehicles will need to be certified by Infiniti. This involves 6 hours of online training and quizzes testing their knowledge of the product. After this is complete Infiniti had several more online courses testing the Technician on every other aspect of the vehicle i.e. A/C, steering, transmission, brakes, trim, etc. The training is ongoing and updates continually.

About Steve: Steve is a Graduate of UTI with an Associates Degree in automotive and Diesel technology. From a car wash position at a Dodge dealership, Steve has worked his way through various Service Advisory positions with BMW, Budget and other delerships until February 2007 when he took his current position as an Infiniti Service Manager. Married and a father of one, Steve feels "The car business is a great place to work. It allows me to meet a lot of great people, drive some awesome vehicles, and receive the most up to date training available".

Personally, I wish to thank Steve for taking time out of his busy day to answer the questions within this article.

Matthew Moody
07.09.2010