Kavik-
I'm not going to 'smite' you for your opinion. But here's mine:
I don't agree with your approach at all. Why didn't you don't raise hell while you're standing there in the shop when the work was just done, but instead choose to take the issue to a public forum, specifically with the intent of making trouble for a business. Do you really expect anyone is going to get a straight story on this when by the time you go through the BBB and SOA (and any other acronyms), it could be a month or 2 after the current work was done, putting the original work even further back in anyone's mind.....look at how things changed from the phone call to picking up the car, then multiply that by 30-60 days of time to forget what was said and what was done.
I feel that I adequately expressed my unhappiness with what I felt to be unfair billing (in both instances of the SRS system being "fixed") to the different associates. Yes, I do believe that the BBB and SOA will get a straight story seeing as I have the service department's notes and bills for the "repairs", each indicating what was done. So it is pretty black and white as far as they should be concerned.
If you felt this strongly about it, you should have said something while you were still there, and I don't mean just argue with the one guy you dealt with. Pull his supervisor in so they can determine if it was done the way the shop would approve of, or if they just have one guy there that needs to get his act together. More-so, if you had your doubts about the work the second time around, could you not have told them to diagnose and contact you before doing repairs rather then leaving it with them with orders to do whatever and bill you later?
Seeing as this was not my first time and this was not the same guy from the first time, I believe the problem is more than just one guy. I also believe that on the phone, when I mentioned this should be warrantied work, I was not told otherwise. Nor do I remember ordering anyone to “do whatever and bill me later”… Honestly that is another sour note on their part for not contacting the customer prior, but it’s moot.
However, I also think that you're choosing a very poor way of resolving the issue. As consumers we're all so spoiled, thinking everything either must be perfect, or there has to be some sort of vengeance oriented retribution. "I didn't argue much and I kept my composure. Reason being: I am going to have a field day with this one." <- That right there: Why?? What do you gain out of 'having a field day', and what does that even mean? What's your goal? You want your car fixed, get your money back, or just general 'revenge'? I don't get it.
I do realize that I could have been “that kind of an asshole customer” (as a business would see it) and pull more people into an argument, yes very true. The idiom “having a field day “means simply “to have an opportunity to do a lot of something you want to do, especially to criticize someone”. That is the kind of “asshole customer” I chose to be, albeit passive aggressive in nature, it still does the job. My goal is to be informative (yes it will be a bit biased as it is about my car and my money) about the shit work that was done and the cost of said work. Do I actually think I am going to get any money back and would it actually make anything better? No, I am already turned off to Capitaland and all I am doing now is expressing my opinion on what happened.
Let's say you paid them for the work, and your check bounced. Would you rather they immediately take you to court hoping to screw up your credit history to get back at you for the inconvenience, but only after posting signs about you in every store you like to shop in? Or should they first talk to you directly in an attempt to resolve the issue?
I think comparing what could be a customer’s mistake to an actual business practice is not a good comparison. However, even giving the apples to oranges nature of this, I would say that they had already been spoken to…twice. Let’s say I (the customer), is a teacher and the service employee who represents Capitaland is a student. If they did something wrong in class, like hit someone, I would give them a detention (bad reviews). I wouldn’t necessarily call their parents (manager) and tell them that their child needs to…un-hit(?) that person or else they get a detention (bad reviews). Ugh, so much for my butchered metaphor.
If you want a company as a whole to provide good service, then be a good customer. Go to a manager (that's why they have them) and explain the situation to them, try to resolve the issue while everyone involved is there and while both the work and conversations are fresh in everyone's minds. Keeping quiet and planning to attack later in a public forum....well, if I were the business I wouldn't go out of my way to resolve an issue with someone who did that to me.
I believe that I played my role as a good customer just fine. I took my business to a place that was supposed to fix it. I handed my keys over, trusting that the work to be done would be thorough and reasonably priced as per their billing scheme. I even paid in good faith before seeing the breakdown of the bill the second time around for the SRS “fix”. I don’t know why your definition of quiet is different from mine, but I believe that expressing your displeasure with a good or service to a business representative is far from it. In fact, I know when I worked in sales, if someone was not pleased; I would actually offer to get a member of management for them. I would NOT engage the customer telling them the reason they are wrong if they were not happy. I suppose if I had not just spent my whole day at work and had wanted to be MORE confrontational, I could have called in a second person to argue with.
Look at it this way: If you are running a business and you hear of a complaint, whether it be from someone inside your establishment or from a review online (restaurants in particular get these often), don’t you think you would look into making sure something similar in nature is less likely to happen in the future? I’m not looking to be liked by anyone, but I will be damned if I have to both pay a business for something AND be “a good customer” or “respected” when they fuck me over.
Last thing I'll say is this: If you expect your complaints to be taken seriously, a more respectable composition will go a long way in getting more respect returned.
Please see below:
A copy of this message will be edited for naughty words (lol) and sent along with copies to Capitaland management along with Subaru of America.
This is not meant to be a newspaper worthy review, it is a review in the words of a pissed off customer. No respect needed… I already paid ~$340+, it is they who need MY respect and that of any other customer whose trust they want to gain.
Topic: Screw Capitaland's service department (NSFW) (Read 1705 times)