I would not recommend a fly visit this dealership, nor anyone else I may cross paths with. My husband and I have been mistreated at this dealership, by both the general manager and the assistant service manager(or so I was informed). The lack of customer service, and the lack of the understanding customer service is despicable in itself. The General Manager at this locations is very rude. I was told by him that sometimes people have conflicts with personality, to excuse how the Assistant service manager had treated my husband and myself. We had our 2011 Honda Accord towed up to Stokes Honda, because the battery was completely dead, and had been an ongoing problem. Well I was informed over the phone that since it was so late, it wouldn't be serviced until the following day, when the A1 mechanic was present. Also, I was informed that I would NOT be receiving a courtesy car, even though my vehicle was going to be kept overnight. Anyways, when we arrived at the dealership and I walked in, I was told that they weren't going to service my vehicle because I had been rude. I then said that according to my contract you can't legally refuse to service my vehicle, she (the assistant service manager) stated the General Manager had advised her, that she did not to service my car. I walked out very upset, because all I had wanted the whole time was my car fixed and to have someone show they actually care. Instead I received nothing but attitude and disrespect, through both, body language and verbally. After walking out and explaining to the tow truck driver what she (the assistant service manager) had told me, and called my husband to explain everything to him. She walks out approaches with with her arms crossed, tells me I was the one who was being rude and disrespectful, and tries to over talk me again. I can honestly say that I wasn't very nice, but that was after being mistreated at Stokes Honda North, when getting my car serviced. Well about that time, my husbands Navy friend from work showed up, to make sure I had a ride home, and also brought me my wallet. She was still being disrespectful and talking with her hand on her hip, so I got upset again and walked away, without saying a word. That is when my husbands friend, pretty much took over. He explained to her what he thought the problem was, and the next thing I know she is laughing and carrying on with him. Well, she ended up keeping my car to service, and some how my husbands friend was able to get me setup with a courtesy car. At this point they bring around the first car, and when I went to start it, it would not start. The battery was dead in it, which then tells me it is a Honda problem. The second courtesy car brought around started fine and ran great, with the exception of it not wanting to start one time. He (my husbands friend)later explains that she was being flirtatious, and that he would be the one dealing with the dealership, concerning my car. Two days later I got a text from him letting me know my car is ready for pickup. I called him and we got everything setup. My husband and his friend went to the dealership to pick up my car. While she was explaining the problem to my husbands friend (Not my husband), she gave my husband the stink eye, and he hadn't said hardly anything to anyone at the dealership. I had also addressed the issue with the noise coming from the power steering pump. The finally diagnoses of my car was the battery was bad, due to rear dome light being left on (which it had not been left on, my husband showed his friend that nothing worked), so they replaced it and wrote noise coming from under the hood caused by battery(doesn't sound right?). Not to mention the mechanics not diagnosing a problem we had been having since June/July of 2012, and have taken it in on numerous occasions, for the noise coming from the area around the power steering pump. Well that problem was diagnosed at Rick Hendrick Honda of Charleston within the first 20 or so minutes of being in the back. My service adviser at Rick Hendrick Honda was VERY friendly, and explained that the Rack and Pinion needed to be replaced, and the lack of power steering fluid can cause the noise we had been hearing, as well as, make the run rougher than usual (which we also brought to Stokes Honda's Service Department attention) on several occasions. The whole situation with Stokes Honda is just so unreal! My husband and I were all but told that we are liars, because I had spoken before addressing other concerns, when we called to inform them the problem was resolved at Rich Hendrick Charleston. His reply was, well, the important thing is the problem was fixed, so it looks like everything worked out the best, for all of us. So what's the problem he asked? It's like really, I just told you the problem was that you guys neglected to fix my car on numerous occasions, and they find the problem at RHC in 20 or so minutes, and being treated poorly by the assistant service manager, all while he (the general manager) is taking up for her, and telling me, that I am the one in the wrong (again with customer service). I even explained to him that in the customer service world, you can't talk to and treat people this way. He continued to argue with me, and my husband ended up taking the phone, and he (the general manager) proceeded with his defensive and poor attitude. In addition, the General Manager compared a human body to a piece of machinery (that the mechanics work on every day, after all, it is a Honda dealership) and needing a second opinion on your vehicle like you would do with a doctor, is absurd. The human body is much harder to understand that is why there are so many different specialists, treatments and degrees. Nevertheless, with the treatment and lack of customer service FROM BOTH the Assistant Service Manager and the General Manager will never be forgotten!
Rule #1 the customer is always right.
Rule #2 Even if the customer is wrong refer to number one!
These are a few different variations of the meaning of customer service!
"Customer service is the ability to provide a service or product in the way that it has been promised"
"Customer service is about treating others as you would like to be treated yourself"
"Customer service is an organization's ability to supply their customers' wants and needs"
"Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"
"Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer"
"Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer"
"Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner"
"Customer service is a proactive attitude that can be summed up as: I care and I can do."
I pulled these off this website: http://www.customerservicemanager.com/definition-of-customer-service.htm
I also found this one on Ask.com: Customer service is the discipline of providing the best possible solutions and support to your valued customer--being everyone. Great customer service with dedication to the customer's needs before, during, and after a sale or service agreement is the most significant difference between customer service professionals--one that retains or repels people to your business.
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