I was scheduled for service due to a recall. Oddly enough on my way to dealership my tire pressure notification malfunctioned. Upon arrival I was greeted by a service rep. My apologies, but I'm terrible with names. The rep was a well dressed young woman with blonde hair. I advised her of needed service. She was aware of the recall, and told me their Tech would let her know about the tire pressure system.
She then escorted me to Customer lounge. Very soon after she gave me an update. She said the recall matter was nearly finished, The pressure system had a faulty sensor. It was in stock, however it was not covered by the vehicle warranty. I told her that I had purchased an extended warranty. I told her it was inside the console in envelop labeled extended warranty. She said she would return with an update. Minutes later she advised me she had reviewed the warranty. It would be a $100.00 deductible. I was aware of that and OK'd the repair. Soon after she gave me an update saying my service was completed and she escorted me to the cashier and explained every phase of the my vehicle service. She thanked me for be a longtime customer. I paid the bill and left for home.
I know that I gave you a lengthy account of my service visit. It was necessary so I could comment on comparison to my many previous visits. This is my third purchase since 2010. Being a retiree from New Jersey Transit for 32 years in vehicle maintenance, all but two in management. My last position was as the Director of Maintenance - Southern Division. Service to the customer was on my top three list.
I have had all my vehicles serviced every three thousand miles. Each visit always telling service rep to perform what is listed by oem, and advised me if any other defects were found. I was never disappointed in my service. However on some visits I recommended to the Manager, that my observation with other customers and myself, was that a simple update on your repairs goes a long way on keeping the customer pleasant.
Now that I may have put you to sleep. I just wanted you to know, over the last two to three visits for scheduled service. It was apparent that staff had changed, along with the increased interaction with each of the customers, including myself. Service Service Service …. you all have nailed it.
A Vann Dodge customer since 2010.