Unexpected Bad Service at Carlsen
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From: Folsom, CA
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Wow. Thanks for posting that over here. I agree that the poster was perhaps a bit firm in what he expected in terms of service, but in no way was pushy or expected anything more than what the dealership should have given him.
Hope everyone catches this thread.
j
Hope everyone catches this thread.
j
wow... this is like the starwars kid for subaru...
http://www.imprezawrxsti.com/postnuk...wtopic&t=10052
how come WE dont have a thread here... lol.......
http://www.imprezawrxsti.com/postnuk...wtopic&t=10052
how come WE dont have a thread here... lol.......
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sure requesting kelvin to work on his car is a little demanding, but if they didnt say OK when he made the appointment im sure the situation wont be as bad. if u guys have read he did take a long trip WITH his friend to carlsen because he've heard good things abt that dealership and expected kelvin to work on his car. now imagine after a long trip to a dealership and they put his hand in ur face saying "We dont HAVE to work on ur car", how would u react? remember this guy has an appointment with them even tho he was late, they can at least nicely explain why he cant request a tech to work on ur car or offer another guy to work on it. i mean they did agree to have kelvin to work on his car at the first place right?
bottom line putting ur hand in someone's face telling them we dont have to work on ur car is not what i consider reasonable customer service.
bottom line putting ur hand in someone's face telling them we dont have to work on ur car is not what i consider reasonable customer service.
Last edited by ommmjido; May 26, 2004 at 06:34 PM.
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From: San Leandro, CA
Car Info: 14 Mazda3 sGT, SOLD 12/26: 00 2.5RS Sedan
I dunno, the one time I went in there for a problem concerning a vibrating brake pedal and a windy noise from my driver's side door almost a year ago. Those folks were nice to me. Kevin also worked on my car, well, at least inspected it because he was the first tech I saw and I noticed who he was. So I explained to him what's happening and he went as far as tearing apart my door to find out what it was. He replaced a handful of broken plastic clips and realigned my door and found out that my car alarm was rubbing on something that caused my brake pedal to vibrate funny. The guy who took down my service papers and stuff was pretty cool to me and he didn't assume anything outrageous that I'd have to pay for. It was more of a "well, we "might" need it, but, we'll check it out and we'll see what's going on first." type answer. They even washed my car when I picked it up. I never had that happen when I had a car serviced anywhere, so I dunno if that's a normal thing dealerships do. So I was in a pretty good mood after that.
Besides, every popular dealership has a slip up or two from time to time. Nobody's perfect. I'm sure there's some people who've had a rough time with Santa Cruz too despite that dealership's excellent feedback. WRX's and Imprezas in general are starting to become very popular cars. So Carlsen's getting flooded with customers even more nowadays, so that's a helluva lot of pressure. Plus there's tons of new members of I-Club who reside in the Bay Area in the past 1-2 years. Sure, that's no excuse for the service guys to get pretty pissy, but I think both the poster and the service guys, who were involved, were at fault for the whole ordeal.
Besides, every popular dealership has a slip up or two from time to time. Nobody's perfect. I'm sure there's some people who've had a rough time with Santa Cruz too despite that dealership's excellent feedback. WRX's and Imprezas in general are starting to become very popular cars. So Carlsen's getting flooded with customers even more nowadays, so that's a helluva lot of pressure. Plus there's tons of new members of I-Club who reside in the Bay Area in the past 1-2 years. Sure, that's no excuse for the service guys to get pretty pissy, but I think both the poster and the service guys, who were involved, were at fault for the whole ordeal.
Last edited by Hollandaze; May 26, 2004 at 06:35 PM.
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Hard to tell without having witnessed it, but being late for the appointment, expecting to get a specific tech to work on the car, then demanding a loaner, all over some very vague problems, sounds like somebody was acting a large B with a side of Itch.
Last edited by FUNKED1; May 26, 2004 at 07:51 PM.
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Carlson or Santa Cruz are the only dealerships I'd let touch my car. Hey if Carlson's service is too terrible for this guy to handle. maybe someone should refer him to take his car to Steven's Creek instead next time around. Haha
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Originally Posted by wrx ish
i still support carlsen
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Originally Posted by goningsxr
carlsen sucks from reading that story, and will not be around too much longer if it treats too many customers that way. i dont care who u are or what kind of industry a business is in,, the customer always,, let me repeat that,, ALWAYS comes first. a business will go bankrupt once it looses sight of that.
WRONG! case in point? stevens creek
nuff said
edgar,
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Stevens Creek Subaru is the epitome of suck. Carlsen is nowhere as bad as they are. This is just one or two bad experiences versus the 3485902840812048 that Stevens Creek Subaru gets.
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Originally Posted by Takumi
Stevens Creek Subaru is the epitome of suck. Carlsen is nowhere as bad as they are. This is just one or two bad experiences versus the 3485902840812048 that Stevens Creek Subaru gets.
-Chris
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Originally Posted by pcowan
There seems to be something major being overlooked here. People keep saying "the customer is always right"... who started the myth that this guy is a customer? He bought his car somewhere else and came looking to take the time of probably the highest paid tech in the shop. As an actual Carlsen customer (2 cars, 3 years), I'm glad that I'm probably getting preference over someone like this, just as I'd expect someone paying for service to get a little more preference over me.
as soon as this guy made that call to carlsen about being interested in them servicing his car he became their customer. at this point he showed enough interest to cause a mutual buyer/seller relationship between him and carsen through exhange between goods/services and the cost put on those. so he is their customer at the point where he is at the carlsen dealership. sure they can refuse to serve anybody, but why the heck would any business want to do that.. even if their was only minimal profits by this customer, carlsen should still want them. maybe take minimal profits now, but have this customer return in the future to buy a new car or something of that sort. yah this customer might seem a little bit rude and demanding, however, not all customers are nice people.