edes
06-26-2011, 08:01 PM
Hello all...long time lurker here....just wanted to first give kudos to all the regular posters here who make this forum so insightful and informative...especially for someone who is not really a car enthusiast.
Now I've never really had a horrible experience at Prima Mazda since I bought my 3 there two years ago, but I've also never really had an experience that stood out as above par in my mind. I've usually gone in, had my service done, and left. Any questions/issues/concerns that I had were addressed by the service advisors, but I felt that it was done just to make me feel like something was being done...not because it was warranted. Thankfully, the experience I had yesterday when I brought my car in for an oil change was quite the opposite and I have to thank Victor for that...
I brought my car in and dropped the keys off at the service desk. Victor asked me if I was on the oil change program, and when I said that I wasn't, very patiently explained how it worked and answered any of my questions. At the end of it all, after assessing the mileage I do, he very honestly suggested that I do not opt in for the program as it does not suit my needs. He then asked if I had any concerns with my car. I have to say I think that is the first time in the two years I have been bringing in my car that I've been asked that question....it's usually me telling them that I have a concern. So I explained the issue I've been having with my brakes upon reversing after a damp morning or rainy day....loud squealing noise like a truck...and it's only started recently after I switched back to my all seasons in the spring. I was well aware that it was an issue that many M3 owners have, but I did want to hear how the dealership would address it. He informed me of the fact that a lot of M3 owners have the same issue and that Mazda Canada is aware of it, but that he would definitely get the team to take a look at all 4 brakes just to make sure. He also agreed that considering the M3 is their top selling car, this issue is one that should be resolved considering the competitors in this class do not have these concerns. He did make me feel, as a customer, that my concern was valid in the way he approached the situation.
I decided to wait for my car as Victor advised that the service should be about an hour. About a half hour into it, he came to find me in the lounge to reassure me that the brakes had been checked and that there was nothing wrong with them. Again he reiterated that Mazda Canada is well aware of the issue and that they are working on a fix. It was a definite positive change to have one of the service advisors come find me in the lounge to advise me that my concern had been addressed even before my car was ready. About 15 minutes later, my car was ready...a full 15 mins before he hour was up!
Now as I was about to drive off, upon reversing I heard that wretched squealing noise again as I put on the brakes. I went back in to get Victor and he did not hesitate to come for a drive with me to see if we would hear the noise again. Unfortunately, upon reversing, the noise did not happen again, but it is nice to see someone so committed to the concerns of his customers.
Coming from someone who in the past has worked in a customer service job, it was great to see the standard of service I received was to the standard I held myself to when I was in that type of job. It is the level of service that we all should receive when we step into a dealership...any dealership. Thanks to Victor for a positive experience...and if you frequent this forum...keep up the great work!
Ida B
Now I've never really had a horrible experience at Prima Mazda since I bought my 3 there two years ago, but I've also never really had an experience that stood out as above par in my mind. I've usually gone in, had my service done, and left. Any questions/issues/concerns that I had were addressed by the service advisors, but I felt that it was done just to make me feel like something was being done...not because it was warranted. Thankfully, the experience I had yesterday when I brought my car in for an oil change was quite the opposite and I have to thank Victor for that...
I brought my car in and dropped the keys off at the service desk. Victor asked me if I was on the oil change program, and when I said that I wasn't, very patiently explained how it worked and answered any of my questions. At the end of it all, after assessing the mileage I do, he very honestly suggested that I do not opt in for the program as it does not suit my needs. He then asked if I had any concerns with my car. I have to say I think that is the first time in the two years I have been bringing in my car that I've been asked that question....it's usually me telling them that I have a concern. So I explained the issue I've been having with my brakes upon reversing after a damp morning or rainy day....loud squealing noise like a truck...and it's only started recently after I switched back to my all seasons in the spring. I was well aware that it was an issue that many M3 owners have, but I did want to hear how the dealership would address it. He informed me of the fact that a lot of M3 owners have the same issue and that Mazda Canada is aware of it, but that he would definitely get the team to take a look at all 4 brakes just to make sure. He also agreed that considering the M3 is their top selling car, this issue is one that should be resolved considering the competitors in this class do not have these concerns. He did make me feel, as a customer, that my concern was valid in the way he approached the situation.
I decided to wait for my car as Victor advised that the service should be about an hour. About a half hour into it, he came to find me in the lounge to reassure me that the brakes had been checked and that there was nothing wrong with them. Again he reiterated that Mazda Canada is well aware of the issue and that they are working on a fix. It was a definite positive change to have one of the service advisors come find me in the lounge to advise me that my concern had been addressed even before my car was ready. About 15 minutes later, my car was ready...a full 15 mins before he hour was up!
Now as I was about to drive off, upon reversing I heard that wretched squealing noise again as I put on the brakes. I went back in to get Victor and he did not hesitate to come for a drive with me to see if we would hear the noise again. Unfortunately, upon reversing, the noise did not happen again, but it is nice to see someone so committed to the concerns of his customers.
Coming from someone who in the past has worked in a customer service job, it was great to see the standard of service I received was to the standard I held myself to when I was in that type of job. It is the level of service that we all should receive when we step into a dealership...any dealership. Thanks to Victor for a positive experience...and if you frequent this forum...keep up the great work!
Ida B