Customer Service (LONG)

So my wife needed a new water pump in her minvan and so we took it to our local large chain repair shop for the repairs. Dropped it off on Tuesday morn, about 9:15, said we'd like to have it by that afternoon. Ok sure no problem they told us, we'll call you with the estimate in a bit. 45 mins goes by, phone rings, estimate will be about $600 for water pump and the line from water pump to heater core. Ok, go ahead and do it, needs to be done. No call, hear nothing, so by 7, Im wondering whats going on, so I call them, yeah we had some issues with the parts, will be ready by 11a tomorrow,Wed. Ok thats fine, 11a passes dont hear anything, call them 12-12:30 yeah its gonna be a few more hours due to the parts issues, but we are gonna knock it down to $491, not happy but they are helping the issue by knocking the price down. Get a call about 5, should be ready in about 45 mins, ok we have come errands to run and will come get it later. Ok, no prob. we are open till 9. We get there about 8-815, hmmmm, looks like the wife's minivan still on the lift. Go in, sure enough it is, by now, Im getting kinda pissed. Service guy takes me back to it and shows me where the line into the heater core is still leaking. I ok, so I got a call at 5, saying it would be ready in 45 mins and now its 3 hrs later and I didnt get a call telling me there were still issues. Guy apologize profusely. Should be ready tomorrow, didnt give a time, nothing. So its now Thursday, 10 goes by, 1030 I finally call them, ask to speak to the guy I had been dealing with, well hes off today. Ok let me speak to the manager. Ok hes right here, hold on please. Now the guy I had been working with had fully informed the manager of the issues, so when he answers the phone, I say Hi, this is Kevin D...... and he goes oh yeah, the Windstar. He says the tech is out road testing it now, should be back in a few. I said ok, do you realize how unhappy I was regarding the previous night's situation. He's yes I understand and so with that, when you come to pick it up, there will be no charge, you can just come get the keys.

Now thats ways above and beyond anything that we were expecting. If they offered to drop just the labor charges and charged us for parts, we would have been happy. BUt they def. stepped up to the plate and took care of us.

 

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