How to upset me
It takes a lot to get me upset. Particularly when I am dealing with someone in the service industry. But, one gentlemen on Friday made it very easy.
We had to take the Mazda MPV to the shop because every time we made a right turn, there was a loud clunking sound (like the sound made when driving over a metal grate). It was only when we turned right, never left. There were a couple things I thought it could be, none of which would be in my realm to fix. With that in mind, I took it to a local Mazda dealership. After an hour of waiting and not hearing any status on my car whatsoever, I find the service manager. When I come to his desk, there's my paperwork right on top in front of him. All he could say was "Oh ... yeah ... I need to talk to you about this". The good news was the noise we heard was easily and cheaply fixable. Apparently, the spare tire which hangs from the car was loose and was swinging back and forth. Whenever we turned right, it would hit the shield producing said clunking sound.
So, here's mistake #1. He obviously had this paperwork for a while and who knows how long it would have taken if I had not tracked him down.
So, there were some recommended maintenance procedures suggested and I took a few of them. After another hour, I notice my van sitting in the lot waiting for me to pick it up. The problem was I had no paperwork. So, I go up to the cashier desk and asked if they had my paperwork. They did not, so I went back and found the service manager again who saw me and said "Oh ... yeah .. here it is".
Mistake #2: I find it very rare that the vehicle makes it out of the shop before the customer has gotten and paid for the work. While waiting, I saw a number of people who had paid and were waiting for their cars to show up. So, this begs the question: How long was he sitting on my paperwork and was he really going to come find me?
After having paid and left (the work was done quickly and professionally), I saw the little sheet that says "If you cannot rate this visit as a 5, please call this number". I am not a complainer. This was the exception. I actually left the shop pissed at the wait I experienced. Whether justified or not, I felt the service manager extended my wait by a significant margin because he did not take the time to come find me.
Sorry for the rant, but I needed the cathartic experience because it still upsets me a bit. Now, I should be good. My parents just arrived and are going to spend the week here, so that should be lots of fun.
We had to take the Mazda MPV to the shop because every time we made a right turn, there was a loud clunking sound (like the sound made when driving over a metal grate). It was only when we turned right, never left. There were a couple things I thought it could be, none of which would be in my realm to fix. With that in mind, I took it to a local Mazda dealership. After an hour of waiting and not hearing any status on my car whatsoever, I find the service manager. When I come to his desk, there's my paperwork right on top in front of him. All he could say was "Oh ... yeah ... I need to talk to you about this". The good news was the noise we heard was easily and cheaply fixable. Apparently, the spare tire which hangs from the car was loose and was swinging back and forth. Whenever we turned right, it would hit the shield producing said clunking sound.
So, here's mistake #1. He obviously had this paperwork for a while and who knows how long it would have taken if I had not tracked him down.
So, there were some recommended maintenance procedures suggested and I took a few of them. After another hour, I notice my van sitting in the lot waiting for me to pick it up. The problem was I had no paperwork. So, I go up to the cashier desk and asked if they had my paperwork. They did not, so I went back and found the service manager again who saw me and said "Oh ... yeah .. here it is".
Mistake #2: I find it very rare that the vehicle makes it out of the shop before the customer has gotten and paid for the work. While waiting, I saw a number of people who had paid and were waiting for their cars to show up. So, this begs the question: How long was he sitting on my paperwork and was he really going to come find me?
After having paid and left (the work was done quickly and professionally), I saw the little sheet that says "If you cannot rate this visit as a 5, please call this number". I am not a complainer. This was the exception. I actually left the shop pissed at the wait I experienced. Whether justified or not, I felt the service manager extended my wait by a significant margin because he did not take the time to come find me.
Sorry for the rant, but I needed the cathartic experience because it still upsets me a bit. Now, I should be good. My parents just arrived and are going to spend the week here, so that should be lots of fun.
posted by Eddie at 14:16
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