You want to service your new car when?

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Answered by: Gary, An Expert in the Opinions and Editorials Category
You remember the day like it was yesterday. You pulled up to the local dealership in your old clunker. You were immediately greeted by an enthusiastic team of salesmen trained to make your day. They treated you like a king as you surveyed the impressive car-filled lot for that perfect something you've been promising the wife back home. These salesman were thorough, showing you all the bells and whistles that makes this year's model a must have.



They offered you rebates and incentives like it was growing on the trees that surrounded the place. You were the man! No question was too obnoxious or too plain stupid. And you asked them all. And much to your surprise every question was replied with patience and efficiency. As you signed your agreement and they polished your car, you sat back and thought to yourself, "This is the way car buying ought to be." Then you made your first call to the service department.

"You want to service your new car when?" The first date you asked for was not available. The second date you asked for was only available while you were due downtown for an afternoon meeting. And the third date was actually a suggestion from the annoyed youthful voice on the other end of the line. You've noticed the subtle difference between sales and service, but you gladly take it.



In the meantime, you've compiled a small list of things that needed attention on your new car. A sticky glove box, a loose sun visor, no big deal. It was going to be the first appointment to service your new car and you wanted to take care of these minor defects. You arrived to the dealership's service department just in time to see your assigned service writer getting an earful from the customer just ahead of you. You watched as this customer got into his car, which, coincidentally, was the same make and model as yours, and race off in anger

The still frazzled service writer sees you coming. You could tell he wanted to run as you removed your list from your pocket. You introduced yourself and announced you had a ten thirty appointment. He confirmed it and you were off and running. You were all set for your oil change.

Then you informed the service writer about your glove box and loose visor. The service writer reacted as if you had punched him the gut. This brand new model, it turns out, had been anything but a hit. In fact, the service writer informed you in confidence that he'd written more service tickets for this particular model than any other in the last three months. And he threw in, "I ain't seen nothing like it," for good measure.

Now it's you that looked like you were punched in the gut. At that point, you just wanted to service your new car and get the heck out of there. So after you spent an hour being reassured in the office of the happy go lucky salesman who sold you this "masterpiece on four wheels", you're called back to the service department.

You hoped to hear everything was fixed and ready to go. But the expression on the service writer's face told a different story. He calmly informed you that you would have to reschedule an appointment for the glove box because they had to order the part that's creating the problem. Then as you signed the work order, he unceremoniously snuck in the fact that the visor is on back order for an undetermined amount of time.

As you drove out of the service bay, you noticed your happy go lucky salesman pitching the same model car you proudly drove around until that day. It took all your strength not to run over and try to save the man from future frustration. In the end you would put all your faith in your warranty and hoped it would eventually stop the bleeding.

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