Sirus (sp?) was the high point and really salvaged the experience. I do think the work done on the Dodge Dakota seems to be done well, which is also very important.
I came in on a Thursday about lunch time to hopefully get a quick check done. Well I quickly saw the error of my ways since that was an unreasonable expectation. Dave and Amy were there and they kindly suggested that I set an appointment on Monday since it would be a risk to bring it in on Friday and the work was not completed causing it to be there over the weekend. They also let me know that someone would probably be able to shuttle me to work on Monday so I could leave the truck there. I came in about 8:15 and the gentleman behind the desk informed me that it would be a while before they would be able to get to it since there were several customers ahead of me. That was curious, since I made the appointment on Thursday. Seems more like a first come first served approach. Deep breath, Sirus offered to drive the truck and do the preliminary check out by driving me to work. Nice. I waied then called about 1 to check in and ensure the number entered into the system was correct, it was and they had not yet had the time to evaluate the problems. Since it was getting late and I needed to potentially make alternate transportation plans I called a little after 3. Well looks like it was a crazy Monday and even though I made an appointment I was not a priority. Fortunately my sweet wife was happy to pick me up from work and drop me off back at work before 7 the next morning.
Well the next day was similar, I had to call in after 3 to get the status of the truck. I was given the painful news of the needed repairs and the plan to attempt to get me on the road. Sirus scrambled and was able to locate the parts to be delivered first thing in the morning. (Sweet wife story here again, lol)
So, I had to initiate the contact once again after 4 on Wednesday to ensure all was on schedule. Asked about the closing time and expressed some concern about my wife being able to get me over to the shop in time before closing. The response was how I could pay over the phone and they would leave the truck outside if I could not get a ride over there in time... hmmm... Ok, I was able to contact my (wonderful/patient) wife and she agreed to shuttle me over there. Soon after I arranged transport with the spouse, Sirus called and offered to come get me, very nice and appreciated. After I came in and payed, Sirus once again made a difference by chasing me down as I was leaving and chatted about the repair and the situations surrounding it and few other things about what they noticed and did during the truck's time at the shop. In spite of the (hopefully) quality repairs, the whole encounter would have been a pretty negative, "I will probably not go back there again" experience except for the extra efforts and friendly interactions with Sirus.
In a nutshell.
- Not having a vehicle is inconvenient, having a clear understanding of when you will get it back is important.
- When you do not have your transportation, sufficient time needs to be given to arrange for alternatives
- When in a service industry, if someone is struggling to come see you, offer help
- If appointments are made, the assumption is that they are meaningful. If that is not the case, coach the customer up a little, inform them that it is best to get the vehicle in early so it is higher in the queue.
Thanks for listening!