With all the griping about poor Acura dealer and customer service (PAA excepted), I thought I'd take a quick moment to give props to Acura of Avon (CT) for a great dealer visit I had yesterday.

Despite following all the precautions (and then some) to avoid warped rotors, I found myself experiencing the telltale pulsating under braking at speed around 13,000 miles. Before it got too bad I decided to take it in for repair. My TL-S now has 14,800 miles on it and I was curious to see if the dealer would repair the rotors under warranty. I also had what I believed to be a noisy idler pulley which received a "could not duplicate" on my only other visit to the dealer (same one) since I've owned the car.

I arrived mid-morning and was promptly processed and given the keys to a 2000 Integra LS (pre-arranged a loaner) and was told they'd call me on my cell phone when the car was ready. As luck would have it, a few hours later I run into the service advisor at Subway while he's getting lunch. He tells me they are turning all four rotors (no questions asked, no arguing) and they are going to replace the idler pulley, but they don't have one in stock. Knowing that I live about 70 minutes away from the dealership, instead of telling me to leave the car overnight and come back tomorrow, he says they are trying to track down the part at a another dealership to bring it over to them.

When I finally get back to the dealership later in the afternoon, the service advisor tells me the rotors are done but they are still waiting for the part to come in. As I'm standing there, they've got the driver from the other dealership on the cell phone, checking his progress through traffic. Needless to say, the part arrives and is installed in under an hour on my car.

Kudos to Acura of Avon for (1) fixing the brake issue under warranty without having to argue (again, no questions asked), (2) going the extra step to get the part they needed today so I wouldn't have to make the 120 mile round trip again tomorrow. It would have been easier for them to say, come back Saturday and then wait for their regularly scheduled delivery to get the part. Instead, one guy in a car drives from the nearest dealership (Manchester, I believe--about 30 minutes away) with my part and goes back.

Also, extra thanks to the service advisor for not trying to push the 15,000 mile service on me (since I'm at 14,800). He casually mentioned it once, and when I said I do all my own maintenence (which I do), he said okay no problem.

 

I have a pretty good dealership also Rosenthal Acura in Gaithersbrg MD, They are Marylands oldest Acura dealership & one of the 1st Acura dealerships. They moved into there new building just acrcoos from the old one a few months ago. Everything is nice & new there & the place is larger. They do send coupons for service by mail & E- Mail they send out remiders for service by E-Mail. After I took the car in for an oil change a week ago.
I got a call to see if the service was good or if I had any problem.
I also got a letter from them thanking me for my service . The call was a few days after service. The E-Mail & letter came Wed & Thur
of this week. I also got new rotors & pads after I took the car back the second time.

 

I almost forgot: l also asked the service manager if they'd replaced any trannys in '02 or '03 TLs yet and he said no. He said they'd done a couple 2000s and 2001s, but nothing out of the ordinary. I explained to him about the tranny concerns we've had here on the forum and he seemed genuinely curious and interested about the failure rates. It was refreshing to not be given the canned Acura PR response of "there's no such problem." At least he's willing to entertain the idea that there might be.