I had a 9:30 appointment 8/29/17 to correct my glove box not opening on my XTS STILL UNDER WARRANTY. Got there at 9:20. Service staff guy popped out and asked who I was there to see. When I made the appointment I was not told I had to see anyone in particular. I was then told I needed to see Naye and his station was the first desk left side, before entering the waiting room. Naye wasn't available. They paged Naye twice, as I sat next to his desk in a small chair while others brushed by for breakfast. Other customers were being attended to while I waited on Naye. Finally, I got up to get a cup of coffee 10 feet away and Naye returned and begins waiting on a customer that just walked in. I confronted Naye and told him I had been waiting ten minutes on a scheduled appointment ; he says I shouldn't have left to get coffee a few feet away.
My question is:
If I had a 9:30 appointment, why was I not expected to be there at that time? If Naye was not available, why couldn't another service staff member have initiated my service, send me to the waiting room, and when Naye became available proceed with his 9:30 appointment (me)? Additionally, Naye admitted to me after my waiting 2 hours that the glove box was a known defect of the XTS. So when I made the appointment the week prior, why not order the glove box replacement so I would not have wasted 2 hours, and have to reschedule a return service call for the same problem?
I felt neglected and unappreciated. This is my fifth Cadillac and I feel the customer service could have been better and more attentive. At 11:20 Naye told me that the glove box woulld'nt open and a new Glove box had to be ordered and it would be Thursday or Friday before it come in. Everyone was aware of this existing/defective glove compartment issue. It would have been more customer service oriented to have ordered the the known defective part and then called me for a scheduled appointment. We'll see what happens on my next appointment.!!
I returned 3 days later to have the glove box replaced. This time Naye was there, expecting my appointment, he spoke, told me they would get right on it, have a seat in the waiting room.
Two hours later, glove box replaced, Sent on my way. Much better experience than the first time.