I will most certainly respond very favorably when I receive the survey. I wanted to also just take a couple minutes to thank you for your help during the recent service, and tell you just how important great customer service is to hang onto a very "picky" customer such as myself.
Maintenance, or over maintenance as I call it, is extremely important to me. My last vehicle, a Chevy Tahoe, was bought new by me in 1998. I finally parted with it 2 years ago when I got the 2012 Passat. The Tahoe had 420,000 miles on the original engine, never apart. The vehicle still looked and handled like new due to "over-maintenance" as far as I'm concerned. When that vehicle was new, I let the dealer do the scheduled services until they missed several things - nothing big, just failing to do things I was willing to pay for above and beyond the manufacturer's suggested service intervals. I then began bringing the vehicle to a friend's shop, someone who was also in the volunteer fire department with me - a great fit. He did everything I couldn't do on that vehicle from about the 50,000 mile mark until I passed that vehicle along.
So when the new Passat came along, you'd assume that I'd continue that - doing what I could/wanted to do myself, and having my local shop do the more advanced servicing. When I purchased the Passat, I did tons of research, and wound up buying it largely because of a friend-of-a-friend relationship with the Sales Manager in Simsbury. After several very difficult situation, the most notable being the car came in with a black instead of gray interior, and the dealer doing nothing to help get those issues fixed, I immediately severed that dealer/customer relationship. Another friend of mine who has had VWs his whole life, uses a dealer in Plainville and strongly recommended their service department. I went there immediately after I took delivery of this car and began service with them. Their attention to detail was horrible, and at 10,000 miles when they refused to top off the DEF/AdBlu fluid at no charge because they didn't sell me the car, I walked away. They immediately apologized and were willing to "comp" me for future work, but I rarely give someone a second chance if we're early on in a customer/vendor relationship.
So late in 2012 I started going to your dealership for parts and service. I also will only use OEM equipment, so even though I change filters as often as some people wash their cars, they're all VW parts, all from your dealership. I had the 30K service done last May at your dealership, and had a few extra things done - all were done without question. Yesterday you did a 60K service, again doing things above and beyond what VW recommends, and giving me advice when you thought my requests were clearly "over-kill." You even replaced the little light that surrounds the power outlet in the front console, something most would probably never replace, but little things not working like that drive me nuts.
Long story short - the top quality customer service I have been given from you has begun what I suspect will be a very long-term relationship beneficial to both me and my Passat, and Gene Langan Volkswagon of Glastonbury. I have also referred no less than 6 people interested in new Passats or service to your dealership. I also came very close to upgrading to a diesel Touareg but decided to stick with the Passat for now - and if I do that in the future, will no doubt only deal with you. Regardless of what type of industry you are in today, competition has never been greater. Great customer service is what sets companies apart and you should be proud of how you've handled me, who I consider a very tough customer.
Have a great weekend and thanks again for your help.
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