At the end of October, I purchased a 1998 Seabring from your dealership. Soon there after, I noticed that the rear defrost did not work. We called up the dealership, and arranged time off of work to drop it off to be fixed. We were told the wire came loose from the window, and that they reattached it, and that it should be all set. It was not. We called back and scheduled to bring it in again. Again we arranged time off of work to drop it off, and then were told that the wire had come loose, and that they reattached it so we should be good to go. Again, it was not. The third time we arranged time off of work to drop the car off at the dealership for the rear window defrost not working, we were told they had attached something, and asked that we not plug it in for three days, but after three days we should be all set. Well it wasn�t.
Needless to say I was a bit perturbed. On January second, I personally took the whole day off from work, and brought the car in. I sat around all morning. I talked to the Mark Zarares about the fact that this was my fourth trip in to get this taken care of. The service department took the car down to Jolly John to see if they could do anything for it, and they couldn�t, so I was told that a whole new rear window would be ordered, and would be in within five to seven days.
I am writing because I have not heard word one from the service department regarding replacing the window. My rear window defrost still does not work. I am more than slightly upset over this. I was ever so thrilled that first night when I walked into your dealership and despite your being short staffed, I received what I felt was wonderful customer service. I must admit that while I was sitting in the dealership on January second, I was also pleased with the one to one contacts of your staff... however. the follow through is severely lacking. Customer service does not end when the customer turns his back.
Also, so you know, while I was waiting, I had a conversation with another one of the service departments clients. He said that his truck was brought in for a leak and was �fixed� by them. He lamented that when he got it home, it leaked even more than it had when he brought it in. I mention this because this is exactly the perception I have of your company.
I value customer service skills at the businesses I patronize. I will go out of my way to shop and also to recommend stores that not only service the customer, but also makes sure they are happy.
Please look into this matter and contact me with a time that I can bring my car in to be fixed. Please also let your billing department know I will not be paying the enclosed bill until this matter is taken care of.
