So I get to the dealership early this morning so I can yell at the service people and not the poor lady at the counter who's just responsible for taking my money and giving me my keys.
Breathe.
I pull up to the service lot and the hot little rep in a power-suit heels her way over to me. A smile then a blink, "Weren't you here yesterday? Is everything ok?"
I sigh heavily, "No. I have a complaint about my service. Apparently, when the center console was installed, another part was damaged." And I point
it out to herHer eyes widen, "Oh, I see. I'll get your service guy... please have a seat inside.." and she stamers away apprehensively.
So I stalk inside, grab myself some of my favorite coffee -
Flavia House Blend Decaf and grab a seat near my car, clutching my keys, protectively hovering over it.
Eventually, "Andrew" calls me into his office. So I growl under my breath, get up, walk into his office, re-seat myself and explain the situation. He doesn't seem to get it. So I take him outside to
show him
the damage. (Yes, I need the Psycho reaper music cued right about now)
He takes a seat on the passenger seat, sitting on my
Glock logo printed hat(number 8). Teeth clench.
Breathe.
"Well, I'll have to call our upholstery guy and he'll touch it up for you."
Pause, squint, and a slow turn of my head meeting his gaze levely, "Your upholstery guy?"
"Yes. Replacing the whole piece is going to cost us, like, $1,800 at least. I have to go with the cheaper solution, which is the upholstery guy at like $150. If it doesn't look good, then we can replace the whole unit."
"Who decides if it looks good or not?"
"Well, within reason, it's a decision made between the two of us."
I narrowed my gaze, voice deepening, knuckles whitening, "So let me see if I understand you correctly. When I showed up to this service department complaining of peeling of the center console.
Your solution was to have me pay $600 to replace the whole unit. You didn't even
tell me there was this
mythical upholster guy who could do it for
the cheap. So what did I do? I
had the part ordered brought the car in and had
you people replace it. In progress,
you people damaged it. And now you're telling me that you can fix
your damages cheaply but
I have to pay for a full replacement?"
He blinked, sighed, "Listen, I need to go with the cheapest option first... ."
"I need to speak with your manager. Perhaps I can convince him of the correct action that you seem to be unable to figure out."
So Andrew shuffles off and about 10 minutes later, here comes Mark. In fact, he didn't even realize I was the owner of the vehicle as he walked right by me first. Maybe he was looking for the man-in-charge, like my Dad, or some sexist bullshit like that.
I re-explain the situation to Mark. This time, while breathing. This time expressing how, "I realize that you're all about the most cost-effective solution for your business. And I guess I'm supposed to understand that as the customer it's
OK for me to pay full price. While, for you guys, you're supposed to be as cheap as possible. So, yeah, let's all just screw our customers for all their cash because they're the customer, and they can afford it, so it's OK."
"Well, you see.."
"Listen. I'm not here to nickle and dime you people. I've been a customer here for
6 years and have paid, full,
IN CASH every single time I'm here. The problem is your service people
damaged my car and now you basically have admitted to
over-costing the repair for me. How am I supposed to take this?"
He winces, slumps, "Well, what can we do to make you happy." I stare at him, "... listen. We'll make this right and I'll look into crediting your account for the replacement you had done.. let me get your contact information and I'll get back to you with this.."
And that is where we have left our hero. Next up -- does he actually call? Am I happy? I'd be really surprised at this point.
You know, Mercdes has been my dream car since childhood. Why is it turning into a nightmare?
Sigh.
Labels: mercedes