[RoelfleRoux]

Marius,

Problem solving is a process that requires a few basic elements:
1)Accurate description by the owner/driver of the symptoms.
2)A knowledgeable listener to unravel the symptoms by questioning the owner further on surrounding issues.
3)A greater forum who can throw ideas and specific experiences into the pool for digestion by the owner.
4)A technical pair of hands to do the required job once the real problem has been isolated.

We all know that the tendency in most big-brand workshops is a pretty face at a pretty desk with a pretty computer. She writes down what you think is wrong with the car and then asks you to leave it with them to sort out. That is a communication disaster of note. This is where the "replace and test" process starts - not to mention all the collateral damage these guys can cause during this process.

If Mitsu places a knowledgeable chap at our disposal, to be part of the above mentioned forum process, he can then also be the front man to pass his findings into the workshop where the problem must be fixed. At the moment we have the support of the Mitsu SA CEO of this process. It isn't totally ludicrous to assume that we could even establish a formal system where diagnosis from the forum can be fed directly to the dealership workshop. Like Simon reported above: Mitsu is so impressed by the knowledge and insight found on this forum, that they suggested the forum can act as ombudsman in a conflict between a dealer and a Pajero owner.

Most of us here also belong to other forums and we KNOW that in every brand there are regular occurrences where it is clear that the manufacturer cannot walk into a dealership and call the odds. If the manufacturer eventually bothers to lift his ass, it is always as arbitrator and not as bigbro.

This is why I support the notion of an official Mitsu tech expert. This guy is not on the forum as a Pajero owner (which means he can't really be a normal member)and he isn't a moderator - all he is, is an official Mitsu technical expert.

[4ePikanini]

I agree fully.

However i think its not fair that the Mitsu gains from the combined knowledge of the forum in assisting with troubleshooting but the customers pays Mitsu. Simon should get a kick back.

If they can assist then yes but the first thing that springs to my mind is a techie that steals ideas here for his own praise or continuously asks the member to bring the car in so they can replace the pump. Grrrrrrr...



This is clearly above my political capabilities. I hate politics. I just want to share as friend to friend.

Sent via iPad & Forum Runner

[SimonB]

I agree fully.

However i think its not fair that the Mitsu gains from the combined knowledge of the forum in assisting with troubleshooting but the customers pays Mitsu. Simon should get a kick back.

If they can assist then yes but the first thing that springs to my mind is a techie that steals ideas here for his own praise or continuously asks the member to bring the car in so they can replace the pump. Grrrrrrr...

Marius. I don't agree. I'm not here to make money. This forum exists for everybody's benefit If Mitsu gains a little from our combined knowledge everybody wins.

Besides. What's to stop a Mitsu tech registering as a private individual and asks questions which get answered. Same result.

If Mitsu boost sales because of a vastly improved customer experience because of this forum they can sponsor me a Gen4

[4ePikanini]

I can live with them giving you a Gen4. Only fair for all the work you've put in.

Anyway, I'm sure you guys have it under control. Let's see how it plays out.

On the other hand I think it is good that Mitsu sees this as a resource as they can definitely learn from their mistakes on this forum.

[4ePajero]

A few random ideas/points:

• It has to be a win-win relationship.
• It will benefit all of us if Mitsu benefits from this forum, because it might just improve the brand (in a very small way).
• Not everything posted on the forum is 'good' info. Some of the posts reflect personal opinions, and others plain ignorance. We should leave other to pat us on our backs.
• There are very knowlegeable people at Mitsu. Let's tap their knowledge rather than concentrating on those few who make bona fide errors.
• Mitsu must have a lot to bring to the party. Think technical stuff like manuals, service schedules. Also brand promotion at get-togethers.
• Apart from normal web-advertising, there should be no financial incentives, either way (unless of course I'm part of it )

[RoelfleRoux]

Here is the reality as I see it: when I take my Pajero for a service at the dealer I do not see a technician – never mind sit down with one to discuss symptoms or anything at all. There is a pretty dollybird that writes something on a piece of paper on her desk and I hope that it somehow gets to the techy, and if it does in the correct format.

I sure as heck can’t tell her to tell the service manager that a bunch of guys with old Pajeros and funny names like 4ePikanini, says he is an idiot to want to change my diesel pump when all he has to do is set the timing.

BUT, if the service manager gets an official notice, from an appointed expert within their organization, on what the most likely cause and remedy should be (based on discussion in this forum), then everything changes in that workshop.

I’m not talking about mechanically able guys like the Fourie-clan or such like. I’m talking here about guys like me – we are mostly useless with our limited tools and skill and in any case our cars MUST go to the dealer because of the maint. and warranty contract.

When my SWB went out of contract, this forum (and the 4e-clan in particular) assisted me wonderfully and my personal tech in town (who I literally entrust my daughters lives to) executed a wonderful service. For this, I would not have needed the suggested Mitsu expert. The experts are already on this forum.

[SimonB]

Specifically as regards interaction on this forum, I didn't go into detail, but here was what was briefly mentioned and I am expanding on it.

Mitsu would have 2 user profiles (or perhaps roles), Customer Service and Technical (and possibly Marketing)

They can interact anywhere on the forum as a normal member. But any post they have must have a name attached to it.

HOWEVER, there will be an area where specific customer service issues are discussed. This will be closed to the public (i.e you must be a registered forum member to see it) and will not be searchable by Google.

This has the benefit that we as moderators can provide a certain amount of protection to Mitsu, and keep things objective (the bashing of Freek comes to mind)

[Wynsam]

My 2c is as follows.

I always insists on talking to the person who works on my car. I have not ever been turned down. Yes the dolly is there but the techinician is always available. I actually normally speak to the team leader who is most accomadating on hearing what the forums suggest.We have even looked up stuff together on a smartphone. I have refferred to the Ausie forums or POCSA. At times this has helped diagnose problems much faster than other routes. I have has no resistance to this at all.

Allowing Mitsubishi on the forum can only help us all. We help them help us and and everyone wins! They have happier customers that are us. What's not too like?

[Gemaskerde Tuinvurk]

And just my 2c:

Remember that it will cost Mitsu to have people to work on the forum. (even if not full time)

Thus I agree with Simon that they should not be providing any other rewards for the knowledge they might gain here. It's a mutually beneficial agreement in any case.

[frank14]

My 1cw

Go for it, It looks like a win, win and there are plenty very knowledgeable people on the forum that will soon point out if the situation changes.

Regards

frank14