Another wonderful experience at Schuman on Beretania
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Another wonderful experience at Schuman on Beretania
I wasn't gonna post this but then I read poser's post about his zo6 attempt and I thought I'd chime in. Granted I wasn't trying to spend $50k, only about $200 on parts but I don't understand why customer service is so horrible here in HI. So here's the story.
My power window motor went out (I think, see my other post). So I went to Schuman to purchase a replacement. After standing at the parts counter for what felt like 10 min. A rep came to the counter and answered the phone before helping me, then continued to help the customer on the phone that rang AFTER I arrived. So I went out to the service area and had a tech check my window motor to make sure it was bad, he said when he applied voltage, it didn't run. So I went back into the parts dept and waited another 10 min for another parts rep. I gave him the part # and he looked it up, and said he had four of them in stock. He went back in the back, then came back to the counter in less than 30 seconds and said, I can't find it, sorry. Then I asked how much it was, he said $265. I formed a mental picture of the parts rep with a broken power window motor crammed deep in his **** cavity, then stormed out, went home and bought the part from subaruparts.com for 129.95 + 24.95 overnight shipping.
The last time I went to that parts dept it took them 45 min to find me a $2.00 fusible link for my fuel pump. I was considering buying an sti when my rs is paid off in 4 months. Now I think I'll get an EVO, unless I can find a used one. And I'm buying all my parts from subaruparts.com from now on, I won't even bother stopping at the dealship.
My power window motor went out (I think, see my other post). So I went to Schuman to purchase a replacement. After standing at the parts counter for what felt like 10 min. A rep came to the counter and answered the phone before helping me, then continued to help the customer on the phone that rang AFTER I arrived. So I went out to the service area and had a tech check my window motor to make sure it was bad, he said when he applied voltage, it didn't run. So I went back into the parts dept and waited another 10 min for another parts rep. I gave him the part # and he looked it up, and said he had four of them in stock. He went back in the back, then came back to the counter in less than 30 seconds and said, I can't find it, sorry. Then I asked how much it was, he said $265. I formed a mental picture of the parts rep with a broken power window motor crammed deep in his **** cavity, then stormed out, went home and bought the part from subaruparts.com for 129.95 + 24.95 overnight shipping.
The last time I went to that parts dept it took them 45 min to find me a $2.00 fusible link for my fuel pump. I was considering buying an sti when my rs is paid off in 4 months. Now I think I'll get an EVO, unless I can find a used one. And I'm buying all my parts from subaruparts.com from now on, I won't even bother stopping at the dealship.
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I can't tolerate bad customer service. There's no excuse for that sh*t. George, over there was really cool and took great care of me. If service is really bad, Mr. Schuman should know about it. You can always write him a letter. If he does and doesn't do anything about it, maybe all customers will get smart and buy parts online. I'd be just as scared about service at Mitsubishi.
Angry Dan
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Re: Another wonderful experience at Schuman on Beretania
Originally posted by JohnB
but I don't understand why customer service is so horrible here in HI.
but I don't understand why customer service is so horrible here in HI.
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Before this turns in to another "We hate Schuman" post, let me say my part. Yes, customer service in Hawaii generally does suck, but Hawaii is so different than most other places. Ask my girlfriend about how I calm her down when she interacts with stupid people here...you just have to have some patience. I know it's hard to do that when you are frustrated with a broken part on your car or what not, but still, having a cool head is better than blowing up and burning bridges.
If some of you think to yourself, "How high and mighty Joey is sounding", **** off. I work 10 hours a day dealing with surgeons and nurses for thousands of dollars in equipment and items every day, not to mention products that people's lives depend on. I have a hard *** boss who makes sure we don't do customer service the "Hawaii way". It's hard to do the best, especially when people are busy at their crappy job that they may not like. I have an idea what it's like being a customer and on the other side of the "counter".
As for Schuman Parts, there is one dedicated Subaru parts person. All the other associates can help you, but George knows most of us. Next time, ask for him and talk to him a little. He'll even try to give you a great discount. Hell...when George isn't there, I've had to wait for them to help me as well and they were gonna charge me list price for some stupid bolts. I bought them anyway, because saving $0.10 was rediculous to wait for George to help me out.
All I'm saying is poser's post about customer service and this one are related, but not the same. Car sales and parts sales are two different things. This is the rule I live by: If you find a part online that is cheaper (or a little cheaper when you factor in shipping)and you can afford to wait due to shipping, buy it there and save yourself a few bucks; if you need it now and thedealership rapes you (and it is important), buy it; if you need it now and the price is the same (including shipping), buy it from the dealer. Trust me...parts for the RS are hard to come by, so if you find a better price online, it will usually be cheaper online than at the dealer. That's a fact.
By the way...never say you are never stopping at the dealership again. You guys think that Richard Schuman and others don't look at this board...they do. They know that you are mad. But don't say things that you regret (RE: what I said about burning bridges).
If you wanna buy an EVO, go ahead. You are complaining about bad customer service, but I would rather get mediocre customer service for parts instead of a bleeding a$$hole after they've raped you on a EVO. Not to mention the fact that Mistu CS isn't any better. Besides, there would be less people driving STi's.
If some of you think to yourself, "How high and mighty Joey is sounding", **** off. I work 10 hours a day dealing with surgeons and nurses for thousands of dollars in equipment and items every day, not to mention products that people's lives depend on. I have a hard *** boss who makes sure we don't do customer service the "Hawaii way". It's hard to do the best, especially when people are busy at their crappy job that they may not like. I have an idea what it's like being a customer and on the other side of the "counter".
As for Schuman Parts, there is one dedicated Subaru parts person. All the other associates can help you, but George knows most of us. Next time, ask for him and talk to him a little. He'll even try to give you a great discount. Hell...when George isn't there, I've had to wait for them to help me as well and they were gonna charge me list price for some stupid bolts. I bought them anyway, because saving $0.10 was rediculous to wait for George to help me out.
All I'm saying is poser's post about customer service and this one are related, but not the same. Car sales and parts sales are two different things. This is the rule I live by: If you find a part online that is cheaper (or a little cheaper when you factor in shipping)and you can afford to wait due to shipping, buy it there and save yourself a few bucks; if you need it now and thedealership rapes you (and it is important), buy it; if you need it now and the price is the same (including shipping), buy it from the dealer. Trust me...parts for the RS are hard to come by, so if you find a better price online, it will usually be cheaper online than at the dealer. That's a fact.
By the way...never say you are never stopping at the dealership again. You guys think that Richard Schuman and others don't look at this board...they do. They know that you are mad. But don't say things that you regret (RE: what I said about burning bridges).
If you wanna buy an EVO, go ahead. You are complaining about bad customer service, but I would rather get mediocre customer service for parts instead of a bleeding a$$hole after they've raped you on a EVO. Not to mention the fact that Mistu CS isn't any better. Besides, there would be less people driving STi's.
Re: Another wonderful experience at Schuman on Beretania
Originally posted by JohnB
I was considering buying an sti when my rs is paid off in 4 months. Now I think I'll get an EVO, unless I can find a used one. And I'm buying all my parts from subaruparts.com from now on, I won't even bother stopping at the dealship.
I was considering buying an sti when my rs is paid off in 4 months. Now I think I'll get an EVO, unless I can find a used one. And I'm buying all my parts from subaruparts.com from now on, I won't even bother stopping at the dealship.
) But service depts and parts counters "usually" are problem areas....hopefully you give it another try and have a better experience.
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Re: George is the man,
Originally posted by oldmansan
he's the only one in the parts department you need to deal with.
San
he's the only one in the parts department you need to deal with.
San
Thanks Guys
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I think I'm just biased about parts service cuz I used to be a parts manager at a nissan/subaru dlr back home. But I still don't think that just because someone doesn't like their job that they are entitled to be a complete dick to every customer that comes in. Their day would go alot better and their job would be much more enjoyable if they were actually concerned about quality service.
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