Tuesday, November 2, 202110:05am Dropped off my car at
Tuesday, November 2, 2021
10:05am Dropped off my car at New Century Honda with service advisor Christopher Jimenez who says he will call me to inform
Tuesday, November 2, 2021
10:05am Dropped off my car at New Century Honda with service advisor Christopher Jimenez who says he will call me to inform me of the status of my car.
10:26am Received a text from Century Honda (#833 374-0250) stating it is Chris and if I needed anything to text him at that number.
10:27am Texted back and requested to change my address to the new one and the new email address provided. Requested confirmation of receipt No text back.
2: 30pm - Called the front desk and a female transferred me to Chris's voicemail.
2:53pm - Sent a text to New Century Honda #833 374-0250 requesting the status of my car. No response.
4:22pm - Went on the Website and had a live chat with Kristof to obtain the status of my car. Kristoff obtained info about me and my car and said he will have someone call me.
4:29pm - Called again and finally reached Albert who gave me an update of my car. I conveyed to have everything done (the purpose was because I was going on a road trip and reasonably wanted my car to be safe). Albert said a call was made to me at 1:27pm of which I have no log of incoming calls from Century Honda at that time on my cell. Albert was the only person that I interacted with who provided excellent customer service by answering all my questions. Additionally. I thought the service department closed at 9pm until Albert mentioned it closes at 6pm.
5:07pm - Finally Received a call from Christopher Jimenez and he apologized and said he called at 2:57pm. (I have no log of incoming calls from Century Honda at that time). Chris said he also did not receive the texts. He said he will take care of everything in my car.
5:31pm - Spoke with Chris in person about what happened today with the lack of communication and asked what was the problem. He said he had no idea but apologized. I was irritated and felt dismissed.
5:41pm - Paid and went to my car and on a hunch, opened my hood and checked my battery and they did not fix the corrosion on my battery. (see attached picture) Went back and discussed it with Chris, he did not know. Spoke with Max Perin and had to explain everything all over again. (The young man did not have the courtesy to even look me in the eye as I was explaining myself) I expressed how upset I was over the operations of this facility in a monotone, low voice. I had been a customer of GOUDY HONDA in Alhambra for 12 years and their operations from my view as a customer were smooth and excellent. Max said to come back and he would give me a free battery terminal service and initialed my paper with his employee number. But he did not address the operations, and due to his mannerism and lack of eye contact, did not seem to care about the problem or how disturbed I was by the entire interaction with New Century Honda.
1) Two Bad Interactions with New Century Honda - I came to New Century Honda in 2013. The first time, after service I noticed someone took $20 from my glove compartment. 13 years later, in 2021, again as a customer, I was treated with disrespect by receiving no communication to the status of my car, no justification as to the problem of the lack of communication and no customer courtesy and felt disregarded in an all male dominated establishment.
2) Time is a Valuable Commodity for Customers - I am a busy woman and do not have the time to come back again to have everything fixed when I scheduled this the first time. Good, smooth, efficient service is what should be provided to customers who pay money for your service.
3) The operations and process of New Century Honda was disorderly and lacked good customer service interactions. In an all male environment, as a female customer, it was clear the male service advisors lacked the passion and appreciation of being employed in harsh economic times, and said they did not know what happened to the lack of communication, did not really address the problem and also did not have the decency to call me back or even look me in the eye when speaking to me. It was obvious, they had no customer service training.
4) Poor software systems in their operations. Chris said he did not receive the texts I sent and said he did not know why I did not receive the call he made when my cell phone had no visual logs of incoming calls from New Century Honda at the time Chris and Albert stated. Even the online live internet chat said they would convey the concern but did not know the problem.
Increased ongoing customer service training (especially to the Service Providers), management and people skills training (particularly to supervisorial and management level staff)
Review Operations and procedures for better customer care
Review internal software to communicate with customers for better efficiency