Number 1 rule in Customer Service… The Customer is Always Right! Ryan Motors service department could use a refresher course in Customer Service 101.
I bought my Jeep at Gene’s Chrysler in Fairbanks back in May, they were AMAZING! In August I had to take my Jeep in to get the towing package code added to the computer system. I was leaving town and already a day behind schedule. Anchorage Chrysler got me in on less than 24 hours’ notice and had me on the road before noon, they were AMAZING! As we were headed out of town I noticed that the controls on my steering wheel for changing the radio station and controlling the volume no longer worked. Not having time to turn around I decided to wait until we arrived in North Dakota and see the local Jeep dealer to get this problem resolved.
After a grueling 2800-mile drive, upon arriving in my new home, I logged into my Jeep app on my phone to schedule an appointment for a couple days after arriving. Only to show up and be told “at this dealership we do not do any online scheduling!” despite the fact that I had on my phone the confirmation that clearly stated I had an appointment with them that morning. Since this was certainly not an emergency I said ok, well can you just get me in for your next available then… 4 weeks out was what they were scheduling for. After reminding myself this isn’t an emergency, waiting a few weeks won’t be the end of the world I said fine.
I show up promptly at 8am (4 weeks later) to check in for my appointment. I explain AGAIN what happened, clearly letting them know this wasn’t from misuse or abuse and it’s not normal wear and tear. Considering my Jeep is only a few months old, I did exactly what I was supposed to do in taking it to a certified dealer to have the work done, that I expect this work to be covered. I had to wait an hour for the shuttle to get to work. Not once during the day did I get a call to get updated on the status. Around 4pm I called them. They were still working on it, didn’t know how much longer it would take, probably be done tomorrow is what they said.
At 8 am my phone rings, apparently it managed to fix itself over night, because she was ready for pick up. With a hefty price tag of almost $400. I was told this was “not their fault”, it was whoever did the work so there’s nothing they can do. They then told me it was due to aftermarket parts, which was completely WRONG. Then I was told that my service advisor would better be able to help me, and would call me. She called, timely, which was a nice surprise. She informed me that since it was the dealer in Anchorages fault there was nothing she could do, that her coworker misspoke that the part was not in fact after market, however that doesn’t change anything and I am responsible for this bill.
Ryan Motors… this is what should have happened. Service Department should have picked up the phone and called the Anchorage dealer, this is not rocket science, not hard, we want the same thing, for you to get paid for the work you did. I’m the customer, I’m not a car person, I don’t know who did or didn’t do whatever happened to make this problem happen. The two of you know what you’re talking about, know the lingo, have the details in front of you, have access to all the info you need to make this right for me, the customer, and for you to get paid.
Day 3 into quite possibly the worst customer service experience I’ve encountered, Anchorage Chrysler has reached out to Ryan Motors and yet here I sit, waiting to hear from my local dealer to get my jeep back.
At 4pm I drove down to check on the status after waiting all day to hear from someone. I finally get some answers. They were charging for same work twice, once to the warranty and once to me. Pretty sure the industry term for this is “double dipping”. Anchorage Chrysler is taking care of the bill to make this right, having gone above and beyond in the Customer Service department yet again.
Imagine my surprise when I get into my Jeep and find muddy work boot prints ALL over the driver’s side of my car! Ryan Motors, are those little paper floor mats really that hard to use, that expensive to buy???
I’ll be driving several hours to get my Jeep serviced from now on. I’ll be going to a different dealer to buy my son’s car next month.
“One customer well taken care of could be more valuable than $10,000 worth of advertising.” Jim Rohn
Just imagine how much one pissed off customer is going to cost you over a measly $400 service bill and a mess that could have been avoided or easily cleaned up…