MoN-KeiGH
01-10-2012, 01:51 PM
Hello TM3,
I just wanted to share my experience with these 2 VERY different dealerships I had last evening.
Quick little background, I had taken possession of my 2010 Mazdaspeed 3 on 2011/03/15 from EMM and had paid for the car outright. The experience with the dealership was neutral at that time due to the price I was able to negotiate.
Moving forward to 2012; Last week in the bone chilling weather, I had trouble with my car starting; so this past Saturday I paid Jimmy a visit for my 24k service and to test my battery to see if the starting issue was battery related. I have nothing but good things to say about Jimmy and Street Performance. Jimmy had diagnosed the start-up issue to the battery when under load and said due to the age of the car, the battery should be covered under warranty.
So yesterday afternoon, I headed straight to EMM (figured having purchased my vehicle and extended warranty from them) to explain the situation. Upon arrival at around 4:15pm, the only person at the service counter was on the phone with another customer concerning engine issues and warranty coverage. I could tell right then and there that I was going to get the run around.
Before talking to the service rep, I went and located the sales manager whom I had fairly good rapport with to explain the issue. I was advised to speak with Ravi but was intercepted by the salesman I had dealt with, so I explained the situation once again only to be told that I had to make and appointment with service for them to diagnose the issue for themselves so I grudgingly made an appointment for after work today at 4:30pm today as they were clearly not willing to listen to the customer at this point.
Upon leaving EMM at around 5:00pm, I decided to stop by to Direct Mazda on the way home to see if they would be a little more willing to lend on open ear to my plight.
Upon arrival, I was greeted by Chris H the service and parts Specialist whom I had met briefly back in March to purchase my trunk matt and bumper scuff plates. It was definitely a breath of fresh air to be treated like a human being when I was explaining my situation. Even though the service dept. was closing down on a Monday evening, Chris explained that they must test the battery with their fancy machine in order to have Mazda replace the battery under warranty.
About 20 minutes AFTER the service dept had closed for the evening, I was on my way with a new battery replaced fully under the warranty.
This morning, I called back EMM to cancel my appointment. I spoke with a lady to process my cancellation. I was asked if I would like to reschedule my appoint for another time…knowing that this lady had nothing to do with my experience the evening before; I just advised her that the issue was resolved by Direct Mazda after leaving their service dept, and that I would be submitting a formal complaint to Mazda Head office.
The only response I received was: ‘thank you for letting me know’, and the call was ended.
In short, I would like to thank Chris of Direct Mazda for going above and beyond in taking care of me and my MS3. Suffice to say; I will NOT be going back to EMM for ANY service work ever again.
The differences of the two dealerships were like day and night, a little customer service goes a LOOOONG way! :headbang
Thank you for taking the time to read about my experiences.
I just wanted to share my experience with these 2 VERY different dealerships I had last evening.
Quick little background, I had taken possession of my 2010 Mazdaspeed 3 on 2011/03/15 from EMM and had paid for the car outright. The experience with the dealership was neutral at that time due to the price I was able to negotiate.
Moving forward to 2012; Last week in the bone chilling weather, I had trouble with my car starting; so this past Saturday I paid Jimmy a visit for my 24k service and to test my battery to see if the starting issue was battery related. I have nothing but good things to say about Jimmy and Street Performance. Jimmy had diagnosed the start-up issue to the battery when under load and said due to the age of the car, the battery should be covered under warranty.
So yesterday afternoon, I headed straight to EMM (figured having purchased my vehicle and extended warranty from them) to explain the situation. Upon arrival at around 4:15pm, the only person at the service counter was on the phone with another customer concerning engine issues and warranty coverage. I could tell right then and there that I was going to get the run around.
Before talking to the service rep, I went and located the sales manager whom I had fairly good rapport with to explain the issue. I was advised to speak with Ravi but was intercepted by the salesman I had dealt with, so I explained the situation once again only to be told that I had to make and appointment with service for them to diagnose the issue for themselves so I grudgingly made an appointment for after work today at 4:30pm today as they were clearly not willing to listen to the customer at this point.
Upon leaving EMM at around 5:00pm, I decided to stop by to Direct Mazda on the way home to see if they would be a little more willing to lend on open ear to my plight.
Upon arrival, I was greeted by Chris H the service and parts Specialist whom I had met briefly back in March to purchase my trunk matt and bumper scuff plates. It was definitely a breath of fresh air to be treated like a human being when I was explaining my situation. Even though the service dept. was closing down on a Monday evening, Chris explained that they must test the battery with their fancy machine in order to have Mazda replace the battery under warranty.
About 20 minutes AFTER the service dept had closed for the evening, I was on my way with a new battery replaced fully under the warranty.
This morning, I called back EMM to cancel my appointment. I spoke with a lady to process my cancellation. I was asked if I would like to reschedule my appoint for another time…knowing that this lady had nothing to do with my experience the evening before; I just advised her that the issue was resolved by Direct Mazda after leaving their service dept, and that I would be submitting a formal complaint to Mazda Head office.
The only response I received was: ‘thank you for letting me know’, and the call was ended.
In short, I would like to thank Chris of Direct Mazda for going above and beyond in taking care of me and my MS3. Suffice to say; I will NOT be going back to EMM for ANY service work ever again.
The differences of the two dealerships were like day and night, a little customer service goes a LOOOONG way! :headbang
Thank you for taking the time to read about my experiences.