Eric Wilson | Page 20

where customer service lives Not only did I have the best car buying experience here, I have continued to enjoy the service as well. Every interaction I have had with the employe Not only did I have the best car buying experience here, I have continued to enjoy the service as well. Every interaction I have had with the employees has been positive and professional. During my purchase, I was actually surprised to receive emails and phone calls as promised, but the deal was fair and straight-forward as well. I kept expecting the other shoe to drop and to experience the shenanigans that I had been getting from other dealers. Fast forward to now, I have found getting my car serviced extremely convenient, despite how busy the dealership is. I refer all of my friends to buy from this dealership! More

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Customer Service trending down 5-star support through Dec 2015 but has slipped since the departure of long term customer-facing service staff (like David U). Specifically, I paid 5-star support through Dec 2015 but has slipped since the departure of long term customer-facing service staff (like David U). Specifically, I paid $500 for Added Security/UVP/GlassCoat by SImoniz for my new 2014 Forester but had also been cautioned not to wax the Forester because it would void the GlassCoat coverage (PS - my 6th Subaru from Glanzmann). Feb 15, 2015 had minor finger nail scratches removed around door handles (5-star); and again on Dec 7, 2015 (5 star). June 3, 2016 dropped car off for routine maintenance and another round of detailing work. Maintenance was 5-star but detailing not done because of rain - so I had to reschedule. (Also had to redo the "map" of minor scratches.) June 14, 2016 I had dropped off the car a 2nd time only to get a call that work had to be pre-authorized by Simoniz. I was told to call for an order/authorization number so work could still be performed that day. Called Simoniz which was a challenge. Rang 6 times then recording said all agents busy but wait time was anticipated at 1 minute. Immediately went to ringing 6 times and message repeated. This cycle repeated 7 times before I disconnected. I called again, same cycle of message/ring/message/ring/... I called a third time and pressed "O" to get a live person. Transferred successfully only to be told an authorization would take 3-5 business days AFTER Simoniz received photos uploaded showing the work required. I described the minor detailing needed and was immediately told it was not covered! My Questions - 1.: Why did the work stop being performed at Glanzmann? 2, How did it get performed before? 3. Why didn't the Service Techs know an authorization number was needed when I made the first appointment in June? 4. Why didn't the Service Techs let me know an authorization was needed when I rescheduled? 5 Why did Glanzmann Subaru recommend I spend/waste $500 for this disappearing coverage? 6. Why does a Service Tech's recorded message think 11 AM on a Tuesday was "outside regular business hours'? [Survey forwarded to me by my wife since I had the interactions.] More

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Dave O'Brien Saves The Day! I purchased my vehicle from Glanzmann a little over 3 months ago. The Warranty was just up a few days ago. When I took it for my first routine oil cha I purchased my vehicle from Glanzmann a little over 3 months ago. The Warranty was just up a few days ago. When I took it for my first routine oil change you can imagine my horror when it was found to have a major, expensive repair caused by the previous owner. I was stressed out and thought the dealership would try to get out of fixing it since the 3 month Warranty was technically up. Instead I spoke to Dave O'Brien and he was very understanding and polite. Dave got my car into his service department within 1 day and covered all the charges associated with this repair. When I checked out I shook the guys hand but I really wanted to give him a huge hug. Dave's Stellar Customer Service is why I will go back to Glanzmann. More

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