I'm a customer, not an idiot - FMVperformance.com : The site for all your Ford Mazda and Volvo needs
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post #1 of 13 (permalink) Old 09-29-2007, 01:54 PM Thread Starter
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I'm a customer, not an idiot

Orginaly, I was going to change my rear brake pads on my own, but due to time constraints, I ended up going to the local dealership where I go for my oil changes. I ordered the pads from Tiffany (thanks again!) and paid for just the labor.

I know that the dealership I go to underwent a change of ownership not too long ago and that my favorite service adviser also recently left, so in a way this was a new place for me and my beloved car.

I pull up shortly before my appointment with brake pads in hand. Walk in, give my name and right away the new guy starts with "well, Ma'am (which became his favorite word of the day), we don't encourage customers to bring in their own parts..." yadee yadee yadee....

I asked him to confirm how much labor would be (to make sure they documented what they quoted me when I booked the appointment), and that was fine.

While the mechanic is working on my car, I walk over to the service bay where he's working and just look on to make sure they did indeed use the parts I brought in. I then hear "ma'am! ma'am! You can't stand there!" (I was standing outside of the service bay, like I usually do) "By you standing there, you are an insurance liability, you need to move!" I step back all of 2 steps. lol.

I go to pay and start looking at my paperwork...I notice the price was higher than quoted, not to mention the adviser added 30k miles to my car ("Sorry Ma'am, that was a typo" - really? It was?? ) I notice they did not give me the price of the oil change per the coupon I brought in, so the cashier calls the nice adviser over and right away he starts in with..... "well Ma'am..." I stopped him right there with, "My name is Joelle, NOT Ma'am, so stop calling me that, it's very condescending!"

He finishes up his little speech and the cashier who knows me and knows I'm a repeat customer walked me through the paperwork again, saying he should have broken down the discount this way, rather than how he did. Once she explains it the correct way, it makes complete sense...

But for that one moment when the service adviser was speaking to me, I felt like an ignorant woman who knows nothing about her car and can't calculate simple math. I have never been made to feel so horrible in all my years of car ownership. I told the cashier that his customer service skills sucked (for lack of a better word). She smiled and said they've received plenty of complaints about him.

I walked away with the manager's card and not satisfied with how I was treated. I will really need a stellar experience next time should they want my repeat business.
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post #2 of 13 (permalink) Old 09-29-2007, 02:01 PM
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Re: I'm a customer, not an idiot

that sucks . There are some good dealers out there, but it's guys like him who give them a bad name.

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post #3 of 13 (permalink) Old 09-29-2007, 02:04 PM
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Re: I'm a customer, not an idiot

That's pretty shiddy. Dealerships are a waste of space in most cases.


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post #4 of 13 (permalink) Old 09-29-2007, 02:19 PM Thread Starter
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Re: I'm a customer, not an idiot

Not all dealerships are...but this guy needs to really learn what customer service means.
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post #5 of 13 (permalink) Old 09-29-2007, 02:32 PM
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Re: I'm a customer, not an idiot

[quote author=FemGearHead link=topic=90393.msg1747331#msg1747331 date=1191088496]Walk in, give my name and right away the new guy starts with "well, Ma'am (which became his favorite word of the day), we don't encourage customers to bring in their own parts..." yadee yadee yadee....
[/quote]

i would have considered walking out at that part, probably would have after they told me i couldn't watch them preform the work on my car.


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post #6 of 13 (permalink) Old 09-29-2007, 02:39 PM
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Re: I'm a customer, not an idiot

[quote author=FemGearHead link=topic=90393.msg1747331#msg1747331 date=1191088496]
I will really need a stellar experience next time should they want my repeat business.
[/quote]

...next time???
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post #7 of 13 (permalink) Old 09-29-2007, 02:39 PM Thread Starter
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Re: I'm a customer, not an idiot

Nate, I thought about that, but I really needed the pads replaced and won't have time again for a while.
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post #8 of 13 (permalink) Old 09-29-2007, 02:40 PM Thread Starter
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Re: I'm a customer, not an idiot

[quote author=Mo link=topic=90393.msg1747420#msg1747420 date=1191091151]
...next time???
[/quote]

I've been going there since 2004, and have had relatively good experiences....
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post #9 of 13 (permalink) Old 09-29-2007, 02:49 PM
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Re: I'm a customer, not an idiot

until the management changed.

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post #10 of 13 (permalink) Old 09-29-2007, 02:54 PM Thread Starter
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Re: I'm a customer, not an idiot

It was more like, until Richard left. He was a great service adviser.
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