Fentress24
Well-Known Member
- Joined
- December 18, 2015
- Messages
- 206
- Reaction score
- 25
- City, State
- Maryland
- Year, Model & Trim Level
- 2016 Ford Explorer Sport
Dropped my truck/car/minivan(depending on who you ask on here) off at the dealership yesterday morning to have them fix the TSB for the right front subframe mount/bolt. After looking at the truck they said the noise was actually a failed transmission mount. Has anyone else had a failed transmission mount? Truck is a 2016 Sport with 27,x.. miles on it.
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Now a rant about dealership service departments and common sense. I dropped the truck off at 8am and I specifically requested an update around 12pm so that I could make plans for a ride back to pick it up, or a ride home if it wasn't going to be fixed in time. I called them at 1:30 when I had not heard from them. They didn't know if it would be done by the end of the day at this time. I asked for a call back and update at 4pm and explained again that I needed to know so that I could plan accordingly. I called them at 4:30 since I had once again heard nothing from them. After being on hold and getting VM's for 20 minutes I finally got a service advisor who told me the truck would not be fixed today. I then asked if they had a loaner available since they will be keeping my truck overnight. His response was a very casual, "no."
Seriously? Do they think people just have extra cars laying around, or maybe they expected me to walk to and from work? I said, "you have my car, how do you expect me to get home and back to work?" He had no answer and no intention on providing an answer. He clearly just thought it was ok to keep the car overnight and not provide a solution to my problem.
Failure to make an attempt to provide quality customer service is one thing that seriously angers me. It's a clear example of not caring about the customer and just plain laziness. If they had put any thought into it or just kept me up to date on the status of the truck, there would have been zero issues. But when you tell a client at 4:45 that their vehicle will not be available and no you don't have a loaner or any answer to provide them a ride home, that is just lazy and unacceptable.
TL;DR: Service sucked and left me with no car and zero update so that I could make plans to get to and from work.
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Now a rant about dealership service departments and common sense. I dropped the truck off at 8am and I specifically requested an update around 12pm so that I could make plans for a ride back to pick it up, or a ride home if it wasn't going to be fixed in time. I called them at 1:30 when I had not heard from them. They didn't know if it would be done by the end of the day at this time. I asked for a call back and update at 4pm and explained again that I needed to know so that I could plan accordingly. I called them at 4:30 since I had once again heard nothing from them. After being on hold and getting VM's for 20 minutes I finally got a service advisor who told me the truck would not be fixed today. I then asked if they had a loaner available since they will be keeping my truck overnight. His response was a very casual, "no."
Seriously? Do they think people just have extra cars laying around, or maybe they expected me to walk to and from work? I said, "you have my car, how do you expect me to get home and back to work?" He had no answer and no intention on providing an answer. He clearly just thought it was ok to keep the car overnight and not provide a solution to my problem.
Failure to make an attempt to provide quality customer service is one thing that seriously angers me. It's a clear example of not caring about the customer and just plain laziness. If they had put any thought into it or just kept me up to date on the status of the truck, there would have been zero issues. But when you tell a client at 4:45 that their vehicle will not be available and no you don't have a loaner or any answer to provide them a ride home, that is just lazy and unacceptable.
TL;DR: Service sucked and left me with no car and zero update so that I could make plans to get to and from work.