SilentJay
07-02-2008, 12:57 PM
Its odd that my original recount of my service experience at MoT was totally removed, not just locked, without a trace. Anyway, this is the basic jist of what happened when I tried to bring the car in for the GT shock sensor recall:
- Brought car into MoT on a Saturday @ 9AM on recommendation from service advisor (Ali) that it was a lengthy procedure, and to be prepared for a wait of 4-6 hours. I waited until 1:30-2PM, and was told by Ali that everything was done, and there were no problems. He literally pushed me by my shoulder to go get cashed out for an oil change, which I wasn't supposed to pay for anyway.
- I noticed when I got home that on the back of the invoice, it said in tiny hand-written letters "shock sensor not working, have customer come back"
- More concerned than disturbed that the sensor wasn't working, I called Ali back and inquired why I wasn't told the sensor wasn't working when I left when he told me "it was working". He simply got irate with me and repeated "whats your problem, is no big deal" and told me to book another appointment. I did so, but I expressed my concerns to both the service manager and Jeff. Jeff didn't really have anything to do with this, but did tell me to avoid Ali, since there were a growing list of irate calls about him. The service manager didn't really say or do anything out of the ordinary, and simply told me to book another appointment.
- I came in the following Saturday, again 9AM in the morning. I dropped off the keys with another service advisor, Kay, and was told that it'd take 1-3 hours for them to correct the issue. Here's where the "great customer service" kicked in. At 12PM (3 hours after I dropped off the car), I asked Kay to see if my car was done or not. I was told "no", but it should be soon.
I checked in at 1PM, and again, was told "no, its almost done".
- I checked in with Ali this time, since Kay was busy, and he just blew me off. He said he was "too busy to check" even though I waited my turn in line, and even let people pass me in line, so that i'd have his undivided attention. I asked more firmly three more times, and with each time he got
progressively less and less responsive - to the point where he just looked beyond me, saw no customers, and proceeded to start typing something on his computer, and call up customers about their bill - Totally ignoring me!!
- At this point, it was close to 2PM. I asked Kay, who was then free, if she could check the status of the car for me. She said "sure" and disappeared to the back area for 20 minutes. When she came back to the service counter, I approached her area and saw that she was putting a pack of ciggarettes back into her desk. When I asked her if she found out about my car, she looked shocked and just said "Huh? Oh yeah... Uhh... No, its not ready." So it seems she went for a smoke, and totally forgot about my request.
- I checked in with the dynamic duo again at 2:30PM, and this time both of them proceed to ignore me. Looking them straight in the eye, face to face, they just looked beyond me, made busy work, and spoke with mechanics that floated in and out of the area.
- At this point, i'm pretty disturbed with the level of HORRID service i've been experiencing. I asked to receptionist to speak with the service manager, but instead of coming out of his office to greet me, he went straight to the workshop floor and started talking/tampering with the work going on at my car. It took him another 20 minutes to actually come to talk to me.
- I raised my concerns about how inaccurate and painful the service process was, and how poorly I was treated by the service advisors, but was met with an obviously embelished "Oooh. I'll have to look into it. Thank you for raising your concerns with me."
So there you have it. About 11 hours of my time spent being tossed around with the most discourteous service i've ever encountered. Not even an appology. I wasn't looking for offers of free oil changes or anything, just a sincere acknowledgement that a wrong has been done, and that something just might be done about it. I've filed a formal complaint with Mazda of Canada over the phone, but in all likelihood, it'll go on deaf ears since its been a few months and nothings been done about it.
- Brought car into MoT on a Saturday @ 9AM on recommendation from service advisor (Ali) that it was a lengthy procedure, and to be prepared for a wait of 4-6 hours. I waited until 1:30-2PM, and was told by Ali that everything was done, and there were no problems. He literally pushed me by my shoulder to go get cashed out for an oil change, which I wasn't supposed to pay for anyway.
- I noticed when I got home that on the back of the invoice, it said in tiny hand-written letters "shock sensor not working, have customer come back"
- More concerned than disturbed that the sensor wasn't working, I called Ali back and inquired why I wasn't told the sensor wasn't working when I left when he told me "it was working". He simply got irate with me and repeated "whats your problem, is no big deal" and told me to book another appointment. I did so, but I expressed my concerns to both the service manager and Jeff. Jeff didn't really have anything to do with this, but did tell me to avoid Ali, since there were a growing list of irate calls about him. The service manager didn't really say or do anything out of the ordinary, and simply told me to book another appointment.
- I came in the following Saturday, again 9AM in the morning. I dropped off the keys with another service advisor, Kay, and was told that it'd take 1-3 hours for them to correct the issue. Here's where the "great customer service" kicked in. At 12PM (3 hours after I dropped off the car), I asked Kay to see if my car was done or not. I was told "no", but it should be soon.
I checked in at 1PM, and again, was told "no, its almost done".
- I checked in with Ali this time, since Kay was busy, and he just blew me off. He said he was "too busy to check" even though I waited my turn in line, and even let people pass me in line, so that i'd have his undivided attention. I asked more firmly three more times, and with each time he got
progressively less and less responsive - to the point where he just looked beyond me, saw no customers, and proceeded to start typing something on his computer, and call up customers about their bill - Totally ignoring me!!
- At this point, it was close to 2PM. I asked Kay, who was then free, if she could check the status of the car for me. She said "sure" and disappeared to the back area for 20 minutes. When she came back to the service counter, I approached her area and saw that she was putting a pack of ciggarettes back into her desk. When I asked her if she found out about my car, she looked shocked and just said "Huh? Oh yeah... Uhh... No, its not ready." So it seems she went for a smoke, and totally forgot about my request.
- I checked in with the dynamic duo again at 2:30PM, and this time both of them proceed to ignore me. Looking them straight in the eye, face to face, they just looked beyond me, made busy work, and spoke with mechanics that floated in and out of the area.
- At this point, i'm pretty disturbed with the level of HORRID service i've been experiencing. I asked to receptionist to speak with the service manager, but instead of coming out of his office to greet me, he went straight to the workshop floor and started talking/tampering with the work going on at my car. It took him another 20 minutes to actually come to talk to me.
- I raised my concerns about how inaccurate and painful the service process was, and how poorly I was treated by the service advisors, but was met with an obviously embelished "Oooh. I'll have to look into it. Thank you for raising your concerns with me."
So there you have it. About 11 hours of my time spent being tossed around with the most discourteous service i've ever encountered. Not even an appology. I wasn't looking for offers of free oil changes or anything, just a sincere acknowledgement that a wrong has been done, and that something just might be done about it. I've filed a formal complaint with Mazda of Canada over the phone, but in all likelihood, it'll go on deaf ears since its been a few months and nothings been done about it.