3 years ago
Update- Just wanted to say that Jeff the service m...
Update- Just wanted to say that Jeff the service manager was active in getting on to me personally to apologise, discuss and try to work through the issues. Its Christmas time and obviously a busy time of year. Jeff was genuine in his apology (which trust me not a lot of dealer staff are) and genuinely wants to look after not just me but his customers.
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Communication is the key! I had super high hopes when I initially booked my company car in for a service with Brighton Mitsubishi. Text message confirmation, followed by a reminder text 2 days earlier. As a former auto industry employee of 10 years, I understand the stress of running a service department, so I was happy to leave it with them from an 8am drop off for a 4pm pick up, no one likes a pushy customer.. I rang up at 2pm to check the status and make sure all was good for 4pm still and this is where the sheets started to fall off.. on a hold loop to 5 different people and was eventually told yes all good for 4pm.. I then rang again at 4pm to make sure it was all good, as we are running a business and have to work out logistics. It wasn't until I arrived that the full blown disappointment started. I was met by the service adviser with the keys to a loan car and an apology saying the car is not ready.. (nor i suspect it had been started on)... The reactive approach of trying to put me in a loan car "free of charge" was appreciated, but ultimately not helpful.. We are a business, we trust that when you call at 2 and again at 4 and told all is good and that we proceed with our plans.. Unfortunately there was simply no communication, my car is still there and I unfortunately dont hold high hopes again for it being ready on time as the advisor again is being super vauge with times.. All of this could have been avoided by just being proactive and honest. Our fleet of 3 utes need to be looked after and it seems that we will take them back to Knox