04-04-2014, 01:35am
Service Site: Jaguar Land Rover Bluff City
Location: Memphis, TN, USA
Hi guys,
I am really surprised at the lack of concern towards customer that I had faced today. I want to report it in the appropriate channel, please advise/pm me on what is the right contact to approach so that this dealer understands that customer service stands first.
Here's my experience today.
My car crossed 17,000 miles and is due for its second service. As per the protocol I call the dealer at 8:30 AM and tell him that I need a regular service, he said ok and I confirmed that I will drop it off at 9 Am. He asked me if I was going to wait for 2 hrs as its a regular service and I said I would like to be dropped off at the office which is 5 mins away . Im busy at my office and its already 5:50PM and I didnt receive a call that I was told I will receive once the car is ready. I call them back to check what is going on, and am directed to a voicemail. I leave a voicemail and then get a call back with the service guy telling me that there were some issues and my car was not going to be delivered today and that he will send someone to drop me back at home. I said I would like a loner car as I need to drop my wife every morning but they had none. He said you can come back and take your car. Thats it! As cold as that. I previously had a lexus and I still miss their level of customer service. Really sad that I am stuck with a great car but the worst, negligent service dealer who gives a damn about the customer. I am still not sure whether I should just take it to a firestone or some local auto guy to get the oil change as there was absolutely no reason why the dealer just couldnt call me and tell me it was not going to be ready or atleast offer me a loner car in the morning if they know the schedule was going to be busy.
The service is as follows
Filter Oil - $14.14
Plug Oil Drain - $12.30
5W-30 FULL Syn - $54.54
Shop Supplies - $6.80
Environment Handling fee - $3.00
Labor - $55.00
Total = $159.26
I would get the same service for almost $100 bucks or less at a local auto service dealer with better customer service. Any advise is appreciated.
Thanks
Abhi
2013 Range Rover Evoque Prestige
Black
Location: Memphis, TN, USA
Hi guys,
I am really surprised at the lack of concern towards customer that I had faced today. I want to report it in the appropriate channel, please advise/pm me on what is the right contact to approach so that this dealer understands that customer service stands first.
Here's my experience today.
My car crossed 17,000 miles and is due for its second service. As per the protocol I call the dealer at 8:30 AM and tell him that I need a regular service, he said ok and I confirmed that I will drop it off at 9 Am. He asked me if I was going to wait for 2 hrs as its a regular service and I said I would like to be dropped off at the office which is 5 mins away . Im busy at my office and its already 5:50PM and I didnt receive a call that I was told I will receive once the car is ready. I call them back to check what is going on, and am directed to a voicemail. I leave a voicemail and then get a call back with the service guy telling me that there were some issues and my car was not going to be delivered today and that he will send someone to drop me back at home. I said I would like a loner car as I need to drop my wife every morning but they had none. He said you can come back and take your car. Thats it! As cold as that. I previously had a lexus and I still miss their level of customer service. Really sad that I am stuck with a great car but the worst, negligent service dealer who gives a damn about the customer. I am still not sure whether I should just take it to a firestone or some local auto guy to get the oil change as there was absolutely no reason why the dealer just couldnt call me and tell me it was not going to be ready or atleast offer me a loner car in the morning if they know the schedule was going to be busy.
The service is as follows
Filter Oil - $14.14
Plug Oil Drain - $12.30
5W-30 FULL Syn - $54.54
Shop Supplies - $6.80
Environment Handling fee - $3.00
Labor - $55.00
Total = $159.26
I would get the same service for almost $100 bucks or less at a local auto service dealer with better customer service. Any advise is appreciated.
Thanks
Abhi
2013 Range Rover Evoque Prestige
Black