That will come in handy during the snow storms
Seriously glad they got their act together.
They got their act together grudgingly.
The last hassle was over the block heater. I paid $100 for a block heater on the vehicle I ordered. The exchange vehicle did not have one. The dealer said the aftermarket block heater was more expensive than the factory. He wanted $140 for the block heater and $350 for installation!
I found out the book time is 20 min for installation. You have to remove the plenum and a heat shield. Sales did not budge. So I phoned service to order one and said I would install it my self. The service people were very nice and said no way would I have to install it and there would be no charges. So the salesman Emailed me back and said they would eat the installation costs. I paid the $44 cost difference on the part to keep peace.
After all was agreed, I sent the salesman this letter: -
"Hopefully this is the end of the problems. I look forward to a pleasurable handover on Friday afternoon.
I'm going to be honest with you though. I understand that mistakes happen. Obviously there was some degree of disappointment, but quickly easily got over and forgiven. The real test of an organization is what happens after the mistake. Obviously apologies are in order. They were given and accepted. However it is what happens after that, that shows the sincerity of the apology. What I mean by this is, your every interest is to make the customer whole from the mistake as quickly as possible.
In the latter I feel I have had to do far too much negotiating. I feel we have arrived at a fair solution, but after a lot of discussions and Emails. I think in all honesty I deserved better.
Just one example: - The cost of the block heater from GM is $144. I don't know if that is your cost or not, but I suspect some blue sky. The original quote was $350, so that leaves $201 dollars for labor costs. I have determined that book allows 20 min for this job. I have reviewed the procedure and I'm confident I could make book time in my shop here at Benedict. So now I know you pad labor costs, and will have to be very vigilant with your labor charges in future.
So yes, in all honesty I think you could have done better recovering from this honest mistake. I'm not unhappy with the final negotiated outcome. I do expect better from you in the future.
I'm, a savy customer and do my homework. In 2001 my wife wanted a two year old Mercedes 320 4 Ematic. We bought a certified used 1999 with 44,000 miles from Feldman's Minneapolis. Now the Mercedes used pledge is that any part with over 50% ware had been replaced. When I got back to Grand Forks, I did what I always to when buying a used vehicle, I did my own thorough inspection. I put on my friends hoist and took off the wheels. There was practically nothing left of the front brake pads and the rotors were scored.
At first they refused to send me the parts free. However after telling them how I was going to fill in the Mercedes questionnaire on their certified used vehicle program, I got a call from the CEO. The parts were promptly shipped to me FOC. None of this should have been necessary. I could tell the CEO was shocked at having been found of sharp practice by a physician customer!
My comments I hope will be taken in a constructive vain. I hope we can make a fresh start and have a long and rewarding relationship.
Best Regards, Mark."
All is well that ends well, and I will starts a thread about my new and very nice vehicle.
