Nina Shaw courteous and knowledgeable about my vehicle. She answered some questions which I had about when I should have certain maintainable done on my car. She was friendly and escorted me into the building. She explained about how long the service would take and that I could have a free cup of coffee. When the car was ready Nina explained what had been done in regards to service. I was pleased that the technicians had checked everything on the car when I just came in to have the oil changed. Nina told me that everything was in good shape but a few things would need some attention on my next visit. She went over the form.
Nina walked me to my car and answered a question about how to change the
Subject on the dash board. She did a great job. C. Wilson
They got the job done so quickly.
James is fabulous! He’s always a pleasure to have him help us! Great guy!
Thanks!
Richard has helped me in the past as well. He is pleasant and thorough. He kept in touch with me through the day so I knew how the work was progressing. Great employee!
Nina did an excellent job in taking care of what needed to be done from when my car was towed in to the dealership to getting me set up with a rental car. Nina was very helpful and friendly and kept me updated on the car’s status from being serviced to completion and final checkout.
Great customer service! Thank you Gennifer ????
Friendly and estimate close to actual.
Very pleasant and kept me updated on the status of my vehicle.
Brett Maddux is always providing us the highest quality customer service ever since not only me but for the rest of my family and friends. I’ve been knowing him for a long time. He’s always great.
I want to be helpful and have a number of observations and recommentations.
First I want to state I have no criticism of personnel that I encountered with this service situation. But I am less impressed with the processes I encountered. I assume the reader has access to the record of my service situation. But I will state it was a nonfunctional idle engineer function.
When I came to the awareness that function wasn’t working I contact by phone the dealership and requested service department. Now since I live in Sequim I wanted to avoid a trip two the dealership if the dysfunction could be resolved of the phone and so I request to talk to a technician. That was last Friday the 19th in the afternoon. I was told that one would call back but none did. So Monday morning I called again at 10 am and was again was told someone would call. Later that afternoon I called Mike Columbus, my sales contact, and asked him if he could think I was doing wrong and suggested I bring it in. So I called to make appointment in which I expressed my frustration that I hadn’t gotten the call. That individual was very accommodating and setup something today, Tuesday. Unfortunately I let him know that I was very unhappy about the lack of a technical response on the phone.
At 5pm I finally got a call from a service rep about the situation and tried to be helpful. He said that it might not work because of short trips which left the battery less than full charged. When I explained it had never worked from delivery and including the test drive he suggested to bring it in. That was all I was asking for from the initial call.
Now I need to give you some context of my thinking. First I am 78 years old and my career was in the technical and sales aspect of computers and software. Most of my time was in management and as owner of a software company. So technology and science are very familiar. It is my mix fo Marketing, Sales, and Engineer I am trying to help you.
While Ricky my service contact when came to my appointment tried to set time expections and keep me update date that did not happen with the phone inquiry but I think is not an individuals doing anything they did wrong but a matter of setting a process to handling those inquiries that set expectations and the followup if they can’t be met by informing the someone like me in a situation. Or example that it might take hours before I could expect a phone call.
Now I did not think is situation was not an emergency but doing a lot of internet searches began to understand why that function monitored a lot of data relevant to it’s engagement. One could be the transmission overheating. So while the function was important it might be a symptom of a serious issue.
So the only negative is in handling request to talk to service technician.
I was surprised that my situation appeared to be unique. It turned out that at sometime my car had the battery drained during the time it was in inventory and had to be jumped. Apparently that would require a recalculation to enable the function.
So I think my situation was a learning situation for the service staff that could be shared with corporate/
Nina was friendly, helpful, and professional. I'm happy you have more women working there, it feels more welcoming to have more of a balance.
I might suggest you change the music you play. The pop rock gets old, would like more variety that appeals to different people. Everyone doesn't love that type of upbeat energetic rock constantly.
James is very competent and personable. He helped me when I bought the car and it was good to see him managing the care of my car. I trust him too.
Not happy with him!! Aleast his co worker stepped up! She did the right thing! Thanks Wendy. Mike can check in with her!
Fast , polite, and cost less than the quote!
Nina was very nice and helpful. She answered all my questions and was very professional.
Great experience. Max truly helped in taking care of my car and communicated often with updates and status. Well done!
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