Thursday, May 1, 2014

It's All About Customer Service

If the Universe has a sense of humor, her name is Karma and I got to watch her in action the other day. She really is sweet.

It's no secret the Moondoggy has a car problem.  I stopped counting long ago but just know that I have driven american, japanese, swedish, and german cars; small, large, frugal and extravagant, some outstanding and some disappointments.

Before we moved west, I drove a very nice car.  I loved it.  I loved the dealership - we'll call it M,"Can I get you some wine, Mrs. Coltman, while they wash your car?"  Loved it. But, with our then impending move from the midwest to the west, we sold the car and ordered a new one of the same make for when we arrived in the sunshine state.  That was seven months ago.

When we arrived, we picked up the new vehicle from M, let's call it GLK.  I loved it.  I loved the look, I loved the drive. . . I loved it for the first 800 miles until it suffered a massive computer glitch that threatened the integrity of the engine.  "We're sorry.  Bring it in.  We'll try to fix it."  Try. And 12 days later they called to let us know it was a software issue and ready for pick-up.  And thus began the trips to the dealership for brake issues, a cracked engine cover and yet MORE software problems. Moondoggy was not tolerating this and took it through the channels of management with dismal results.  Finally, upon the 6th time in with less than 13,000 miles on it, he asked them to just buy the damn thing back.  Hands up, palms out, the M dealership says, "Oh no, it isn't our problem." Really?  The  M dealership that sold us car GLK is saying it isn't their problem?  And worse, "We aren't in a position to buy that vehicle back"  followed by and GET THIS, "Go hire a lawyer."

Moondoggy weighed the prospect and decided it wasn't worth the hassle.  He went to a competing dealership  A, that sells a competing vehicle (lets call it MDX) that he likes and made a deal.  They bought the GLK and we are getting one of theirs.

This whole story is leading up to the following moment. . . friends, meet Karma:  After shaking on the deal, we walk out of the salesman's office and run into one of his clients.  It is the service manager of Dealership M and he is there to pick up his brand new MDX because. . . drumroll. . . . apparently he prefers to drive As.

Karma grinned.



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