09-06-2011, 10:36 AM
Seeing Dave's update on his WRX reminded me of this...
Have had the car ~15 months now and put 8200 miles on her. 6000 of that is six highway trips to visit my family... Yeah, I don't drive much.
Nothing to report other than my free yearly service was a nightmare from a human standpoint.
Step one... Making an appointment. I try their online service appointment thing, but nobody ever gets back to me. The sales manager sends out an e-mail at my 1-year anniversary asking if there's anything he can do. I reply "Yes, I'd like to schedule my 1-year service, but I received no response when using the online appointment thing. Can you put someone in touch?" I know, I could pick up the phone, but I'm not in a rush and it's principle at this point. He never replies. Eventually, I call and set up an appointment.
Step two... The service. Took her in on a Friday morning for an oil change and whatever else is included in the year/10k interval. I threw my bike on top and rode to work straight from the shop... Around noon (I had a 10AM appt.), the service guy calls to tell me he was running a bit behind and hadn't gotten to my car yet. I assure him it's NBD; I was planning on picking it up after work anyway. He said he'll call when he's done. Around 5PM, he hasn't yet called. I hop on the phone, call him directly (gave me his cell). No answer. I call the service department and they tell me he's gone for the weekend. Uhhh. What? The car had not yet been returned to the dealership (they have offsite service), it isn't in the "Done" section of the serviceyard, and there is no record of any work being done to it... They can have him give me a call on Monday with its status. WAAAAAAAAAAAT!?!?!!!! I drop my car off for an oil change and then at the last possible minute you tell me you're keeping it for the weekend? No. I sit on hold for about thirty minutes while they try to reach the guy. No luck. I demand a rental or loaner. "We don't do that." WAAAAAAAATTTTTTTT!?!!!!! Michael angry. Eventually, they get a hold of someone at the service place who hasn't gone home yet. He locates the car in a section it's not supposed to be in, also finds no records of work being performed, but can get the car back to the dealership so I can have it for the weekend. It's now about 6:45. They close at 7 and... they have my car. They can't wait around long for me... HOLY FUCK I HATE THE SHIT OUT OF YOU, WES GREENWAY VW (Google bot, pick this up). I've been on the phone with you car-hostage-assholes for two hours and you're going to just peace out on me? I literally run to my girlfriend's house (she doesn't get cell reception there... another FML), grab her, grab her keys, and supercharge the shit out of a 10 mile trip in traffic in 15 minutes (Mini S is fun!). I barely make it. They brush it off like it's no big deal, kind of laugh at the situation (with me visibly livid, which takes A LOT), and tell me that dudeman will give me a call on Monday to let me know if the service was actually done or not. As you may guess, I still have yet to receive a call (this was around a month ago). My oil change light is off, the squeak in my shifter bushing is gone [at that time... a month later and it's back], and the TSB for the leaky rear washer nozzle looks like it's been done because... the nozzle is leaking again (long story short, the TSB makes the problem worse) so it's pretty safe to assume all necessary work was done. If it isn't and the car blows up, their problem. No wash or vacuum is kind of weak... Don't know if that's due to me having a roof rack, the whole debacle, or they simply don't do it... Oh well.
Still loving the car, love the roof rack, but this was one of the worst customer service experiences of my life... I'll likely be finding a new dealership.
Have had the car ~15 months now and put 8200 miles on her. 6000 of that is six highway trips to visit my family... Yeah, I don't drive much.
Nothing to report other than my free yearly service was a nightmare from a human standpoint.
Step one... Making an appointment. I try their online service appointment thing, but nobody ever gets back to me. The sales manager sends out an e-mail at my 1-year anniversary asking if there's anything he can do. I reply "Yes, I'd like to schedule my 1-year service, but I received no response when using the online appointment thing. Can you put someone in touch?" I know, I could pick up the phone, but I'm not in a rush and it's principle at this point. He never replies. Eventually, I call and set up an appointment.
Step two... The service. Took her in on a Friday morning for an oil change and whatever else is included in the year/10k interval. I threw my bike on top and rode to work straight from the shop... Around noon (I had a 10AM appt.), the service guy calls to tell me he was running a bit behind and hadn't gotten to my car yet. I assure him it's NBD; I was planning on picking it up after work anyway. He said he'll call when he's done. Around 5PM, he hasn't yet called. I hop on the phone, call him directly (gave me his cell). No answer. I call the service department and they tell me he's gone for the weekend. Uhhh. What? The car had not yet been returned to the dealership (they have offsite service), it isn't in the "Done" section of the serviceyard, and there is no record of any work being done to it... They can have him give me a call on Monday with its status. WAAAAAAAAAAAT!?!?!!!! I drop my car off for an oil change and then at the last possible minute you tell me you're keeping it for the weekend? No. I sit on hold for about thirty minutes while they try to reach the guy. No luck. I demand a rental or loaner. "We don't do that." WAAAAAAAATTTTTTTT!?!!!!! Michael angry. Eventually, they get a hold of someone at the service place who hasn't gone home yet. He locates the car in a section it's not supposed to be in, also finds no records of work being performed, but can get the car back to the dealership so I can have it for the weekend. It's now about 6:45. They close at 7 and... they have my car. They can't wait around long for me... HOLY FUCK I HATE THE SHIT OUT OF YOU, WES GREENWAY VW (Google bot, pick this up). I've been on the phone with you car-hostage-assholes for two hours and you're going to just peace out on me? I literally run to my girlfriend's house (she doesn't get cell reception there... another FML), grab her, grab her keys, and supercharge the shit out of a 10 mile trip in traffic in 15 minutes (Mini S is fun!). I barely make it. They brush it off like it's no big deal, kind of laugh at the situation (with me visibly livid, which takes A LOT), and tell me that dudeman will give me a call on Monday to let me know if the service was actually done or not. As you may guess, I still have yet to receive a call (this was around a month ago). My oil change light is off, the squeak in my shifter bushing is gone [at that time... a month later and it's back], and the TSB for the leaky rear washer nozzle looks like it's been done because... the nozzle is leaking again (long story short, the TSB makes the problem worse) so it's pretty safe to assume all necessary work was done. If it isn't and the car blows up, their problem. No wash or vacuum is kind of weak... Don't know if that's due to me having a roof rack, the whole debacle, or they simply don't do it... Oh well.
Still loving the car, love the roof rack, but this was one of the worst customer service experiences of my life... I'll likely be finding a new dealership.
I Am Mike
4 wheels: '01 RAV4 (Formerly '93 Civic CX, '01 S2000, '10 GTI, '09 A4 Avant)
2 wheels: '12 Surly Cross-Check Custom | '14 Trek Madone 2.1 105 | '17 Norco Threshold SL Force 1 | '17 Norco Revolver 9.2 FS | '18 BMC Roadmachine 02 Two | '19 Norco Search XR Steel (Formerly '97 Honda VFR750F, '05 Giant TCR 2, '15 WeThePeople Atlas 24, '10 Scott Scale 29er XT, '11 Cervelo R3 Rival, '12 Ridley X-Fire Red)
No longer onyachin.
4 wheels: '01 RAV4 (Formerly '93 Civic CX, '01 S2000, '10 GTI, '09 A4 Avant)
2 wheels: '12 Surly Cross-Check Custom | '14 Trek Madone 2.1 105 | '17 Norco Threshold SL Force 1 | '17 Norco Revolver 9.2 FS | '18 BMC Roadmachine 02 Two | '19 Norco Search XR Steel (Formerly '97 Honda VFR750F, '05 Giant TCR 2, '15 WeThePeople Atlas 24, '10 Scott Scale 29er XT, '11 Cervelo R3 Rival, '12 Ridley X-Fire Red)
No longer onyachin.