I need a little wisdom from the GS. We bought a new car on 7/25. In the midst of the test drive, a message came across the dash to “Service Restraint System.” While we were finalizing the deal, the service department was checking out the car and “identified a loose ground wire”. We took the car that day assuming that all was well. The next day, my wife texted me to tell me that the notification was coming up every 20 seconds. I immediately called the dealership and they asked for me to bring it in the following Tuesday (5 days later). I asked if we could bring it in that day and they obliged. They decided that it needed a new airbag which would have to be ordered and would take upwards of 5 business days to arrive. We were given a small crossover loaner (Wife went alone to pick it up). We were told to expect a call midweek to update is on the status of the order. No call received. I sent several messages to our salesman who assured me that someone would call. No calls.
On Friday, my wife called multiple times throughout the day and was told that the service manager would call her back. No calls. Finally, she called and sat on hold until the service manager answered. The part is on backorder for an unknown amount of time. We had a couple Ferber call on 8/3 to discuss their plan to exchange vehicles with us on 8/6. Since we were going to be without our vehicle another weekend, I asked that they give us a larger SUV comparable to the one we purchased. They did.
I just got a call that they are going to exchange vehicles for us but that it will take a few more days. In total, we will have been without a vehicle for 13 days of the 15 days since we purchased it.
My question is should they be offering some kind of remuneration for our trouble or should I just be thankful that they are exchanging us vehicles for an exact replacement?
When we were originally anticipating being without the car for a week, the dealer was proposing the idea of them paying our first note. I asked if they would simply add remote start (a cheaper alternative for them). Neither of which are on the table now.
On one hand, I wouldn’t expect a retail store to do anything other than a direct exchange for a faulty product. On the other, I picture this as somewhat of a Service recovery situation where you have to give a little more to offset the poor experience (complimentary meal with free dessert on your next visit).
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On Friday, my wife called multiple times throughout the day and was told that the service manager would call her back. No calls. Finally, she called and sat on hold until the service manager answered. The part is on backorder for an unknown amount of time. We had a couple Ferber call on 8/3 to discuss their plan to exchange vehicles with us on 8/6. Since we were going to be without our vehicle another weekend, I asked that they give us a larger SUV comparable to the one we purchased. They did.
I just got a call that they are going to exchange vehicles for us but that it will take a few more days. In total, we will have been without a vehicle for 13 days of the 15 days since we purchased it.
My question is should they be offering some kind of remuneration for our trouble or should I just be thankful that they are exchanging us vehicles for an exact replacement?
When we were originally anticipating being without the car for a week, the dealer was proposing the idea of them paying our first note. I asked if they would simply add remote start (a cheaper alternative for them). Neither of which are on the table now.
On one hand, I wouldn’t expect a retail store to do anything other than a direct exchange for a faulty product. On the other, I picture this as somewhat of a Service recovery situation where you have to give a little more to offset the poor experience (complimentary meal with free dessert on your next visit).
Sent from my iPhone using Tapatalk
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