Quote Originally Posted by fezzle View Post
Oakville Mazda has has raised the bar in customer service.

I purchased my car from Erin Mills Mazda back in October which turned out to be one of the most HORRIFIC experiences of my life. Needless to say, they are not getting ANY future business from myself or others in the near future.

In fact, I wanted their damn license plate bezel off my car! They're not getting free advertising from me!

I read stories in the forums about Oakville Mazda's award winning customer service but it's hard to believe that any car dealership can consistently deliver with out a catch.

I called in and was greeted by John Boots in the service department who explained to me the details of their service in a very respectful and straight forward manner. I didn't feel any pressure on up selling services or products which was a surprise for me. I told him that I was a customer from Erin Mills Mazda and that I was absolutely disgusted with how I was treated there. He was very empathetic and told me that he hears that all the time and wanted to help to change my perception of Mazda by getting service done in Oakville. He even offered to change my license plate bezel with an Oakville branded one so that I can take advantage of all the perks of an Oakville Mazda customer (free car washes).

When I arrived I was kindly greeted by Katie Andrews at the service center who gave me a quick run down of my car information. I told her that I wanted to get my license plate bezel changed and asked if I could receive my free car wash as John discussed with me over the phone. It was getting pretty late in the evening as I was one of the last cars in the building and she told me they usually don't do it near the end of the evening shift but she decided to do it anyway which was very kind of her. In most cases people at the service desk would ask the technicians to go ahead and clean the car....SHE WENT OUT THERE AND HAND WASHED THE CAR HERSELF!!!! I was in complete shock that someone would do that. Talk about taking ownership of a customer. Katie even told me that Toronto Mazda Forums members get discounts and asked for my username if I had one. She wanted to make sure I didn't miss out on any events upcoming with the opening of the new QEW Mazda location. Very thoughtful.

Tiffany Garrett was the service manager that evening and was greeting clients in a very positive and friendly manner. Even though she was busy, she found time to actually talk to people which is a refreshing change. She asked me what concerns I had with the car and offered her expertise into the issues. Very kind and much appreciated.

Overall, Oakville Mazda has literally blown Erin Mills Mazda out of the water. It's the simple things that they do right that really make the difference. All you have to do is treat a customer the way you would want to be treated and look what happens, I'm writing a positive review on a popular forum where a vast majority of existing and future Mazda owners visit on a regular basis. I'll probably tell the majority of my family and friends to do business with Oakville Mazda either for a new car purchase or service in the future. Advertising through word of mouth is probably the most powerful way to promote a service. Erin Mills needs take notes FAST.

Thanks again,

P.S The oatmeal raisin cookies are AMAZING!

P.S.S If you didn't get the message.....DON'T GO TO ERIN MILLS!

Fred
Great review. Part in bold about the discounts is indeed true. They are listed in another section on the boards but breaks down as the following.

15% Discount on Labour
15% Discount on Parts
20% discount on all MazdaSpeed parts and accessories

The Labour is a bit confusing. It doesn't mean on regular service but for things that are "extra". Still, every little bit counts!

I was there last Thursday for 56,000KM service. Friendly as usual. Talked a bit with Andrew about rims, talked a bit with Jason about the new place and talked even more with Tiffany while waiting for my car. New service advisor (I think Katie?) was really nice and threatened to "beat" the techs if they took too long to wash my car

They were even super helpful the next morning when I came in with issues on my fuel door. Tried to get gas, door wouldn't even open. Went home to wait till they opened, tried in my garage and it worked. Went to gas station a 2nd time, didn't work. So went over to Oakville Mazda to get them to look at it just to be on the safe side. Guessed it was just the cold and water but looked at it and let it thaw before returning it.

Talked to Andrew again to order a replacement part and a cargo net to be picked up next day. Went in next day after picking up summer tires and Tiffany offered to take a look on the hoist to see how easy it would be to change out the part I just got and decided, what the hell, while it was on the hoist, she would just change it for me. Said it was a gift since she kinda felt bad I was there 3 times in 3 days for different things.

Still impressed that despite me not being there too much, she knows my car by looks and makes an effort to come say high as does Jason when he sees me waiting in the waiting area.

Can't say it enough, GREAT place to take the car for service that's close by. When they move locations, might convince my mom to switch!