Customer Service Eruption

Maybe it was my last blog post that caused a lack of customer service explosion on my part, or perhaps it was simply the fact that I had reached my breaking point on people messing with not only my money, but my time. This morning, I diligently brought my car back to the dealer to finish round two of my major car repair. Arriving, as is my usual practice, right on time for my appointment, everything seemed as if it were going well. I settled into the service area with my work laptop when 90 minutes later, the service man came up to me.

“Forgive me,” he said trying to hide the bad news he was about to deliver with a chuckle. “But we ordered one part and it looks like you need a second.”

Dumbfounded, I sat there, peering over the top of my glasses at him, not yet feeling the rush of anger that would soon explode like an erupting volcano.

“We don’t have it here so if you can bring the car back tomorrow –“ he said before I sliced his sentence in two.

“Get that part now.  I’m here, you had all day Saturday to figure out what you needed.”

He then, unsuccessfully, tried to explain why the dealer warehouse would not deliver today to just one location. Then after telling me to return on Saturday, he came back and said that deliveries are not made on the weekend. The poor bastard could not shield himself from the onslaught of profanity and frustration that swept from my lips like a raging tsunami against the shore.

Perhaps it was the work week of IT mishaps and server crashes catching up to me, or the fact that my “service adviser” told me last week that driving my reliable auto would be a safety issue if driven much longer that fed the fire in me. Maybe it was a combination of every wronged customer service experience I had encountered up to this morning, but it was about time that my time (and money) be treated respectfully. If they weren’t going to offer it, then my outrage was demanding it. 

So, fifteen minutes later, underneath a grey and threatening Southern California sky, I walked into their rental car reception area only to be told by the girl behind the counter that for $12.99 more a day I could upgrade the rental. The look on my face shut her up before she uttered one more word. With my laptop beside me, I drove off in a GMC pick-up truck – the very first time I’ve ever been behind the wheel of a car bigger than a compact, but the first time a car has been covered by a dealer for the duration of the weekend. 

In all honesty, yes, I could have taken the car and returned for a third time on Monday, however, in some small way, my rage did what I have wanted to do so many times in the past: grab attention and make it known that a “customer service” person needs to do exactly what the title of their job tells the public what they should do. I deserve to be treated courteously, and if you tout on your website that you’ll get your customers in and out quickly with the best service, then I am here to make sure that I, your customer gets exactly what you advertise. And now, I'm going to settle into this mini pick up truck and attempt to feel butch for an entire weekend. Maybe by then, the volcano will go back to sleep.