Perhaps I am old-fashioned but I feel when you say you are going to do something, then you should do it. Case in point, this morning I dropped the car off at the dealership to get that shifting problem fixed. I dropped it off at approximately 7:45 AM CST (-06:00 GMT). My appointment to have them look at my car was for 9:30 AM CST (-06:00 GMT). When I dropped the car off, they told me they would call me back when the car was done or if it would require parts/maintenance not covered by the warranty.
It is now after 4:00 PM CST (-06:00 GMT) and have I heard one peep out of them? Nope. Feeling more than a little indignant at this turn of events, I tried calling them. I got a hold of a receptionist who asked me a couple of questions; presumably to route my call to the correct portion of their service dept. Then I was put on hold…
For all of 60 seconds. *Grrrr* After which I got transferred to some nameless persons voicemail. *Grrrr^2*
I was polite and left a message simply asking them to call me back with an update. I even went so far as to give them both my work and home numbers again. And to tell them when I would be leaving work, so they would have a better chance of catching me. Not that I have seen any sign that they’ve tried calling, but I am still trying to be nice and give them the benefit of the doubt. Now, I’m waiting again for them to call me back.
Update: About 10 minutes after I called the dealership, they called me back to say the car was fixed. All the repairs fell under the warranty, so I didn’t have to pay a dime. For those curious as to what was wrong:
- The brake light switch (what they call the sensor for the ASL) was bad.
- Additionally when they checked the car with their diagnostic software; it reported there was a problem with one of the engine coolant temperature sensors. So they replaced that as well (again this was under warranty).
Am I pleased with the customer service I received? Not especially but now that we have the car back (and particularly since they didn’t charge us for any of the parts/labor); I’m not quite as upset about it as I had been. Would I buy another VW from this dealer? It’s a bit too early to say. Their sales and finance departments are great, but the so-so treatment from the service department makes me feel hesistant to say yes.