Oil Change Follow-Up
Oct. 15th, 2013 09:41 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
kybearfuzzI was enjoying sleeping in this morning, being furloughed and all, it certainly is what I would consider one of the very few perks. The phone rang at 8 AM and woke me up. I didn't catch it, just let the voicemail get it. Once I got up and fed Maggie so she'd quit walking all over me, I listened to the message. It was from the QuikStop Director of Operations out of Dayton. He had called to discuss my feedback message and wanted additional information.
After a bit of caffeine, I called him back.
It sounded like he was driving in the car. I wondered if he was driving to the QuikStop that I went to yesterday, but I never asked. He and I discussed my complaint (he kept referring to it as "message," my guess is that "compliant" is a dirty word in their office). He said I was very thorough in my message. He asked me questions about the service -- who told me about the cost comparison to Wal-Mart, the "special tool," etc.
He asked me how much I found the filter for at Wal-Mart. I told him that it was about $18. He responded that the comparison may be for what the Wal-Mart auto department would charge to replace it. I replied that means that QuikStop charges $16 for a few seconds of labor. He didn't respond to that after my comment.
I was asked about the "special tool" comment made to me. He wanted to know if the comment was used to coerce me into letting them change it. I told him that it left me with the impression that I couldn't do it myself so easily and that I had agreed that it needed changing. He said he was confused about the special tool it would need. I commented that on older models, a Phillips screwdriver was needed, but I remarked that it was hardly a "special tool" that folks wouldn't have.
He said that they were very concerned and didn't want to lose me as a customer. He was going to review the "video" at the shop, counsel the employee, and talk to the training people. I told him that before he decided to rip on one employee that I was sure that it wasn't an isolated comment. It came out of the guy's mouth so easily, so quick, that I'm sure the others were aware of it. He then made a comment that it was likely "only this location" because he'd never heard it before.
I was asked to verify my address and he said that he would like to compensate me for the visit, probably sending me a refund or a coupon or something, because he didn't want to lose me as a customer. I stated that my purpose was not to get free stuff from him. I told him that they got their money for the service and that I looked at it as a very expensive lesson, but that I'd be going to someone else to get my oil changed. I responded that there are plenty of other companies to go to, and that after being lied to there and then complaining about it, I didn't like the idea of having them working on my car.
He stammered an apology for the service I received yesterday and that they took a very serious stance on such things. He assured me that he would take care of this.
Yeah, whatever...
After a bit of caffeine, I called him back.
He asked me how much I found the filter for at Wal-Mart. I told him that it was about $18. He responded that the comparison may be for what the Wal-Mart auto department would charge to replace it. I replied that means that QuikStop charges $16 for a few seconds of labor. He didn't respond to that after my comment.
I was asked about the "special tool" comment made to me. He wanted to know if the comment was used to coerce me into letting them change it. I told him that it left me with the impression that I couldn't do it myself so easily and that I had agreed that it needed changing. He said he was confused about the special tool it would need. I commented that on older models, a Phillips screwdriver was needed, but I remarked that it was hardly a "special tool" that folks wouldn't have.
He said that they were very concerned and didn't want to lose me as a customer. He was going to review the "video" at the shop, counsel the employee, and talk to the training people. I told him that before he decided to rip on one employee that I was sure that it wasn't an isolated comment. It came out of the guy's mouth so easily, so quick, that I'm sure the others were aware of it. He then made a comment that it was likely "only this location" because he'd never heard it before.
I was asked to verify my address and he said that he would like to compensate me for the visit, probably sending me a refund or a coupon or something, because he didn't want to lose me as a customer. I stated that my purpose was not to get free stuff from him. I told him that they got their money for the service and that I looked at it as a very expensive lesson, but that I'd be going to someone else to get my oil changed. I responded that there are plenty of other companies to go to, and that after being lied to there and then complaining about it, I didn't like the idea of having them working on my car.
He stammered an apology for the service I received yesterday and that they took a very serious stance on such things. He assured me that he would take care of this.
Yeah, whatever...
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Date: 2013-10-15 03:41 pm (UTC)no subject
Date: 2013-10-16 12:10 am (UTC)no subject
Date: 2013-10-16 01:33 am (UTC)