Anachostic

I just wanted to get an opinion from some others on this. Maybe I'm being unrealistic.

Yesterday, I called a Mazda dealer close to my work so I could get some service done. I asked for the service dept. and the line rang maybe 4 times then went to voice mail. I wasn't expecting that, but I left a message anyway. This was about 12:30. When I left work at 4:30, I hadn't gotten a call back, so I called again. Again, ended up in voice mail. I didn't leave a message.

I made up my mind that if I didn't get a call back that day and if they were going to let my call go overnight, I wasn't going to do business with them. My GF says I should give them 24 hours before giving up on them. But two phone calls with no answer and no call back by business close? If I was a manager of any business, I would clear out my VM and make sure everyone was at least called back, even if the only thing I could do is leave a message saying I'd call them tomorrow morning.

Maybe I'm being a total snob about this. My expectation was to be on hold for an extended period of time, and I'd be fine with that. Best case, the service writer would pop on and say he's busy, he'll be with me in a few minutes, or ask me for my callback info. Worst case, maybe I'm kicked back to the receptionist who'd ask me if I'd like to keep waiting or leave a message. My guess is that the service dept. knows the call goes to VM after 4 rings, so if they're doing anything at all, they won't even make an effort to answer the call and put them on hold. All this could be solved (for me) by a better phone system.

dallison

i would be pissed too. I normally expect that companies will almost never call back when you leave a message.
I would talk to the gm and explain your plight and dis-satisfaction and that you were wanting to get service done but no one would call back or even answer the phone.

We have some vendors that we call and i get dumped into someones' voicemail, i'll call back and ask for someone who will answer. I know the chances of a call back are very slim.

charliemike

Must be nice to have so much repeat business that new customers aren't needed.

Moog-Type-S

It's a Mazda dealership
I think you are expecting too much.

ZhenyaF

iTrader: (6)

Definitely not a lot to ask for. I've never heard of a dealership service department that doesn't have at least 1 person there to answer the phone

Anachostic

24 hours is up. Guess I'm calling my local dealer for a Saturday appointment. Thanks for the opinions, all.

HeartTLs

iTrader: (5)

Nothing dealerships do anymore surprise me. I called a few local BMW dealers yesterday to get some part numbers to help a friend decide if a potential buy was worth it or not. Two of the three service departments flat out refused to give me part numbers because "I could use the information to shop around pricing and not get the parts from them". The last was courteous enough to explain to me potential extent of the damage and that without actually looking at the open engine I wouldn't know what bearing was necessary and again refused to give me the part numbers for all of them.

As much as "Car Talk" hates on Acura I've never experienced this at any Acura dealer phone line or what the OP mentioned.

KaMLuNg

iTrader: (5)

vote with your wallet... eventually, those places will be out of business...

Steven Bell

iTrader: (2)

Didn't you know Mazda isn't accepting any new customers?

Cd5cord

Sounds about right. I feel your frustration, when I worked at nissan our service advisors were the laziest people and wouldn't answer the phones because they were too busy on YouTube. If the dealership is close enough you might wanna stop by to speak to them, unless your completely done with them

RenoTL

To the OP, your expectations are righting and they didn't meet them. You're right to move on to someplace that wants your business.
To HEARTTL, any place (BMW or otherwise) that won't give you a price quote over the phone doesn't deserve to be in business. If they are afraid their prices are to high, they're probably right.

Mr Marco

I received consistantly crappy service from my Mazda dealer.

Just saying...

HeartTLs

iTrader: (5)

Yea I got the impression they're use to raping people hardcore when the parts department reps got sarcastic/offended. It made me feel about to know there are suckers who don't know any better.

MR1

If they don't want to respond in a short period, they don't need my business. Many businesses are happy to take my money.

Anachostic

Called my local dealer today. Receptionist clarified whether I wanted to schedule an appointment or talk to a service advisor. Went straight to a person who took care of me right away. Total night and day experience. If I could get loaner cars for free while doing service, I'd be all set. I might even bring that up next Saturday.

alex2364

If you want a loaner, I'd mention that when you book the appointment.

knight rider

iTrader: (1)

Heck, my service adviser JUST started notifying me that my car is ready for pick up, after services. It only took him ~3 years to catch on. I used to have to call and leave a message. Now they send an email notification.

Your expectations are spot on. Service departments are extremely busy businesses, but that is no excuse either. It's funny. The salespeople always pick up the phone or call back immediately.

alex2364

The BMW dealers here notify you as soon as your car is done. Guess they want their loaners back as soon as possible.