May 18, 2006

Lou Bachrodt Automall, update.

Last Sunday while out driving the check Engine light came on the truck. There was no lag in performance or anything so I wasn’t too worried. Since it was under warranty I wanted to get it looked at right away. I was pretty sure it was a sensor that went bad. In the last four vehicles I’ve owned, when the check engine light came on it was because of a bad sensor. We also had a problem with a door locking in the Van and a leak in one of the rear compartments. That meant I had to take them back to the Lou Bachrodt Automall to do the warranty work. Some of you may remember that last November I put up a post blasting this dealership’s service department.

The problem I had was that the next closest dealership to do these repairs was in the next time and I just don’t have the time to drive that far out of my way. I called the GM, and left a message about bringing in the truck. He’s a busy man, and knowing how businesses can go, I was not expecting an immediate call back. While waiting, I decided to go ahead and bring the truck in for repairs. Dropping the truck off I spoke with a Service Advisor that I had not had any dealings with in the past, Rick Wilson. I explained my entire situation, including my history with their service department. He said he would take care of me; I was pretty apprehensive about the whole situation.

The GM contacted me that afternoon and told me to bring the truck in and he’d have it worked on. I told him that it was already there and Rick had it. Later that afternoon I received a call from Rick, he said that no it wasn’t a sensor, but another component that needed replacing. They would order the parts and have it done the next day. Since it was in already I decided to have some mud flaps installed on the truck that I had put off doing. I dropped off the flaps and waited.

The next day Rick tells me that the vehicle is finished. We pick it up and I will say two things right now. First, Rick did an excellent job. He seemed sincere in caring about my truck and my concerns. Second, they did an excellent job on the mud flaps. They look great. The truck ran fine and everything seemed to be in top working order. At that time I set up an appointment to bring the van in. I told them it would be noon before we got it there. Due to changes in our schedule, I ended up having to drop the van off at 7:00 AM.

Later that day, I don’t remember the exact time, I was contacted and told that the door was fixed, but the van had to be sent to a body shop to have the leak fixed. They quit doing their own bodywork, so they sent it to an outside contractor. Rick even put Ktreva into a rental vehicle while the van was being worked on.

The next day Rick calls and tells me that the van is done. Ktreva picks it up; it was all covered under the warranty. Everything was fixed and there didn’t seem to be any more problems. The rain we had gave us a chance to make sure no more leaks. After a quick inspection of the vehicle, I decided I needed to go in and talk to Rick. I know what it’s like dealing with a disgruntled customer, and he did a great job. He took care of me and my vehicles, I felt that with all the trouble I caused him that I at least owed him a thank you and apology for initially giving him a hard time.

When we dropped off the van I was able to speak with the GM. He explained that many changes have been made in staffing so that situations like mine wouldn’t happen anymore. He has always been a straight shooter with me, and he helped me get my problems corrected. From the experience I’ve had over the last week I’d say he was correct. It appears a lot of changes have been made so that their quality in the service department has improved. If another problem arises with one of my vehicles, I won’t be as apprehensive in taking it back.

Posted by Contagion in Compay/Product Reviews. at May 18, 2006 06:28 PM | TrackBack

Nice to hear that somebody's actually thinking about improving customer service.

Posted by: caltechgirl at May 18, 2006 07:52 PM

Oh, very good news! :)

Posted by: Richmond at May 18, 2006 08:11 PM

Excellent. The squeaky wheel does get the grease, it's just really annoying to have to BE that squeaky wheel.

Posted by: Ogre at May 19, 2006 05:42 AM

Great! Customer Service can be a beautiful thing.

Posted by: oddybobo at May 19, 2006 07:02 AM

Doesn't it make you all warm and fuzzy knowing you probably got a couple people fired.

Always makes me feel great!

Posted by: Quality Weenie at May 19, 2006 08:41 AM


Posted by: Carmen at May 19, 2006 09:53 AM