Absolutely Unbelievable!!!!!!!!!!
06-17-2004, 08:37 PM
#1
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Absolutely Unbelievable!!!!!!!!!!
Last week I take my car to my Mazda dealer so they can install the Mazdaspeed suspension for me. I was quoted a price of $500. I drop the car off and an hour later I get a call saying that it's going to be more because there's more to it than they thought. I was upset but decided to go ahead as the parts were there, the car was there, and I wanted a dealer to do the work so it would be done right and fully warranteed.
I go to pick the car up and I'm looking it over when I notice that the rear sway bar has been installed incorrectly (hanging straight down) and that the end links have apparently been bent so they would match up with the sway bar. I point it out to the service advisor and he, like me, is at a loss for words. So I personally go back into the shop and dig through the trash can next to where the mechanic worked on the car. I find the sway bar directions still inside the plastic sleeve the sway bar came in. I look them over and find the rather large diagram showing the correct and incorrect way to do the installation. They order the parts to fix it.
I also have a broken center console lid and my front air dam is coming off on one side. The air dam is coming off because when it was installed nobody noticed that the tape put on by the factory did not go all the from one end to the other. So the dealer sends it to a body shop that basically sticks some tape down in the gap. It seemed to work, until recently when the gap opened back up. So I went by the dealer on Monday to make sure that they get the parts needed so they can do everything at once when the new end links come in. They order the console lid and the air dam. While I was there I had a long talk with the service manager about my disappointment and I believe that we reach an understanding.
So I had an appointment today to get the work done. I drop the car off and hope for the best. I get a call at the end of day tellling me that the car is done, but that they took the car back to the body shop and they said that the reason the spoiler is coming off is because it has been scraped against something. It just must be a coincidence that the air dam is only coming off in exactly the same place that the body shop rigged the tape in. So they just shoved some more tape back in it for now. Which made me not very happy. It seems like, no it is like, every time I take my car in they screw something else up.
So when I go to pick the car up today I have a long talk with the owner about my extreme dissatisfaction. He very politely listens to me go off at length about all of the issues I have had. He says that he will get involved as much as he can. He's a really nice guy that genuinely seems to care. So I fo on my way and hope for the best.
I had to go back to work to finish some things up. I'm getting out of the car when something catches my eye. On the top edge of my drivers side roof right next to where the door meets is a silver dollar sized ding. I watch this car like a hawk, never park next to another car, wash and wax it religously. This ding was absolutely positively not there when I dropped the car off. So I drive back to the dealer to bring them up to speed, again. The sales manager, also a really good guy, promises to have the dent guy they use look at it tomorrow. But there is some question whether or not they will be able to get to the back side of the ding to fix it, so I guess body work is a possibility.
I just don't know what I have to do to get people to give a **** about other people's property. How hard is to not F my car up when working on it?
I'm not sure what my next move is, other than rolling up in a ball and crying.
I go to pick the car up and I'm looking it over when I notice that the rear sway bar has been installed incorrectly (hanging straight down) and that the end links have apparently been bent so they would match up with the sway bar. I point it out to the service advisor and he, like me, is at a loss for words. So I personally go back into the shop and dig through the trash can next to where the mechanic worked on the car. I find the sway bar directions still inside the plastic sleeve the sway bar came in. I look them over and find the rather large diagram showing the correct and incorrect way to do the installation. They order the parts to fix it.
I also have a broken center console lid and my front air dam is coming off on one side. The air dam is coming off because when it was installed nobody noticed that the tape put on by the factory did not go all the from one end to the other. So the dealer sends it to a body shop that basically sticks some tape down in the gap. It seemed to work, until recently when the gap opened back up. So I went by the dealer on Monday to make sure that they get the parts needed so they can do everything at once when the new end links come in. They order the console lid and the air dam. While I was there I had a long talk with the service manager about my disappointment and I believe that we reach an understanding.
So I had an appointment today to get the work done. I drop the car off and hope for the best. I get a call at the end of day tellling me that the car is done, but that they took the car back to the body shop and they said that the reason the spoiler is coming off is because it has been scraped against something. It just must be a coincidence that the air dam is only coming off in exactly the same place that the body shop rigged the tape in. So they just shoved some more tape back in it for now. Which made me not very happy. It seems like, no it is like, every time I take my car in they screw something else up.
So when I go to pick the car up today I have a long talk with the owner about my extreme dissatisfaction. He very politely listens to me go off at length about all of the issues I have had. He says that he will get involved as much as he can. He's a really nice guy that genuinely seems to care. So I fo on my way and hope for the best.
I had to go back to work to finish some things up. I'm getting out of the car when something catches my eye. On the top edge of my drivers side roof right next to where the door meets is a silver dollar sized ding. I watch this car like a hawk, never park next to another car, wash and wax it religously. This ding was absolutely positively not there when I dropped the car off. So I drive back to the dealer to bring them up to speed, again. The sales manager, also a really good guy, promises to have the dent guy they use look at it tomorrow. But there is some question whether or not they will be able to get to the back side of the ding to fix it, so I guess body work is a possibility.
I just don't know what I have to do to get people to give a **** about other people's property. How hard is to not F my car up when working on it?
I'm not sure what my next move is, other than rolling up in a ball and crying.
06-17-2004, 09:11 PM
#3
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Thats awful! Just reaffirms my beliefs about dealers. I ordered the mazdaspeed springs, and felt like even though I am no mechanic, that due to the fact that it is MY car, I would take the simple measures to do the install right. After all, have you gotten a look at some of the service people. Its not rocket science, and I know I'll be more careful, so screw the f-in service department! The day i bought my car this dumb sh&* scratched my trunk removing the dealer's sticker from the dealership that they had to get my car from, and put their name on it! This genious took a flathead to the sticker to scrape it, UNBELEIVABLE!!!!!!! I honestly feel that I am more capable of 90% of the tasks that people pay a "professional" to do. It is just disgusting what level customer service has fallen to, and mostly because we take it. Do us all a favor, and beat these guys while they are on the ropes, and don't buy that concerned nice guy bs, they are in one of the most dishonest professions around. My good friend is a car salesman, and I can't beleive some of the crap they pull, and get away with!!!!!
06-17-2004, 09:39 PM
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Hey that same crap is happening to me too! Except on a much smaller scale. I bought my RX-8 with the single CD player and a "We Owe" stating that they'd put the CD changer/cassette in there.
Well they put the CD changer in there, along with a scratch in my hazard light, the CD changer faceplate right under the hazard light, my e-brake, and the shifter.
Now that's four parts they have to replace. I pray to the Lord God Almighty that they don't screw up 20 more parts in the process of replacing those four parts.
Well they put the CD changer in there, along with a scratch in my hazard light, the CD changer faceplate right under the hazard light, my e-brake, and the shifter.
Now that's four parts they have to replace. I pray to the Lord God Almighty that they don't screw up 20 more parts in the process of replacing those four parts.
06-17-2004, 09:48 PM
#6
New Member
OH MAN! I am feeling your pain now. I am sorry sorry to hear that. I nearly want to cry -_-"
The problem is you think the Mazda mechanics are good but only few of them know about the RX-8 or RX-8 trained.
I am sure the one goes through the course only know about the engine side of it.
I would rather let a well known mechanics for the non rotary part. He allows me to watch and learn too. He is such a pro.
I had the same mistake of letting dealer to do everything as well. Lucky my dealership is good but is it even better if you know the mechanic working on your car?
Taka
The problem is you think the Mazda mechanics are good but only few of them know about the RX-8 or RX-8 trained.
I am sure the one goes through the course only know about the engine side of it.
I would rather let a well known mechanics for the non rotary part. He allows me to watch and learn too. He is such a pro.
I had the same mistake of letting dealer to do everything as well. Lucky my dealership is good but is it even better if you know the mechanic working on your car?
Taka
06-17-2004, 09:59 PM
#7
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This all reminds me of the experience that I had back in 1984 with the Mazca dealer that delivered my new 626. I saw the car right off the truck and the interior had plastic slip covers on all of the seats. There were flourescent pull tags on all of the covers so that when the time came to deliver, all the prep guy had to do was pull the tabs and voila, all the plastic comes right off.
Well, the dealer does their "prep" and I come in to pick up the car. I look inside and every seat has a razor slash right up the middle of the seat cushion and seat back where some idiot used a box cutter to undo the plastic instead of pulling the very obvious pull tabs.
I couldn't believe the damage, nor the fact that no one else looked at the car after that "prep work", nor the fact that they still expected me to accept delivery on a brand new car with all that damage.
I won't even begin to tell about how badly swirled the paint was.
I made them replace the interior and they had the clear coat redone at a paint shop that I chose. Thousands of dollars to repair a car that would have been perfect if the dealer would have just left it alone.
20 years later and things haven't gotten better.
Well, the dealer does their "prep" and I come in to pick up the car. I look inside and every seat has a razor slash right up the middle of the seat cushion and seat back where some idiot used a box cutter to undo the plastic instead of pulling the very obvious pull tabs.
I couldn't believe the damage, nor the fact that no one else looked at the car after that "prep work", nor the fact that they still expected me to accept delivery on a brand new car with all that damage.
I won't even begin to tell about how badly swirled the paint was.
I made them replace the interior and they had the clear coat redone at a paint shop that I chose. Thousands of dollars to repair a car that would have been perfect if the dealer would have just left it alone.
20 years later and things haven't gotten better.
06-17-2004, 11:03 PM
#8
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Originally posted by -8-
find another dealer
find another dealer
06-17-2004, 11:13 PM
#9
Thews8
God,, so sory.. my 8 got a dent in the drivers door when they preped it.. , they have scratched it washing it to. !!
I never ask them to wash it !! they just do !!!!
Dealers suc. tr not to let them touch your car ever !
I never ask them to wash it !! they just do !!!!
Dealers suc. tr not to let them touch your car ever !
06-17-2004, 11:45 PM
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That reminds me of my experience with my dealer. I bought my RX-8 a few weeks ago. I wanted the appearance package installed, along with some other Mazda factory parts. When I get there to pay for the car, they are still installing to apeearance package, and the mechanic is putting it on backwards. I point it out to him, and he tells me that I am wrong, and he knows what he is doing. My salesman walks by and telss him that he is wrong. Later after waiting for my car for an hour, my salesman tells me that he will just deliver the car to me as he does not want to rush the mechanic. I get a call later that night from the GM of the dealership, apparently when they put the kit on wrong, they drilled three holes in the lower part of the car so they have to bring it to the body shop and get it fixed. That added 3 days before they delivered the car to me.
06-18-2004, 03:09 AM
#12
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I thought I was one of the few. I took my car into Foothills Mazda here in Spokane to have the A/C amplifier repaired and to get the "M" flash. I pick the car up and no "M" flash was done. I brought the TSB with me so they could see it and they still gave me a hard time. So I went ahead and called MNAO. That worked. They re-scheduled me right away.
So the following week I take my car in for the re-flash and I leave the car there. When I pick it up I go and check the car out. There are semi-circular scratches all the way down the passenger side of my car. I ask about and no one can tell me what caused it. They did admit that it wasn't there when I brought it in at least. So they take it back to their body shop and buff the scratches out. I look as close as I can but it was raining so I didn't get too close a look. Then later I catch a few more scrathes and notice that where the scratches had started it was still slightly damaged as well as a dent under the passenger door in the side panel. I take it back and they buff out the other scratches I found but said that they can't buff out the impact points because it's too deep. They said they would need to sand and repaint the whole passenger door and that it wouldn't be as strong as the factory paint. They also tell me that I must have hit something in the road that caused the dent. I told them I would've noticed that impact and that I didn't. They won't repair it. I haven't decided whether or not to talk to the service manager or not. I haven't been too impressed with the shop at all.
So the following week I take my car in for the re-flash and I leave the car there. When I pick it up I go and check the car out. There are semi-circular scratches all the way down the passenger side of my car. I ask about and no one can tell me what caused it. They did admit that it wasn't there when I brought it in at least. So they take it back to their body shop and buff the scratches out. I look as close as I can but it was raining so I didn't get too close a look. Then later I catch a few more scrathes and notice that where the scratches had started it was still slightly damaged as well as a dent under the passenger door in the side panel. I take it back and they buff out the other scratches I found but said that they can't buff out the impact points because it's too deep. They said they would need to sand and repaint the whole passenger door and that it wouldn't be as strong as the factory paint. They also tell me that I must have hit something in the road that caused the dent. I told them I would've noticed that impact and that I didn't. They won't repair it. I haven't decided whether or not to talk to the service manager or not. I haven't been too impressed with the shop at all.
06-18-2004, 03:19 AM
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if i were u... no matter wut... i would tell the owner taht... u are VERY VERY VERY unhappy... and let him know that if nothing is done RIGHT (i mean EVERY ******* thing!!) then u will report to the MAZDA USA head quarter... and complain till further consequences have being done to his bussiness service and attitude....
by the way.... after u said that... if i were i don't drop my car off there nemore... cuz then they definitly will hurt ur car!!
by the way.... after u said that... if i were i don't drop my car off there nemore... cuz then they definitly will hurt ur car!!
06-18-2004, 05:56 AM
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Start parking on the street out front of the dealership with a big sign. You would be amazed how quickly it gets there attention.
I'm sorry for all the dealer horror stories.
I'm sorry for all the dealer horror stories.
06-18-2004, 07:10 AM
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God,
Would you consider taking the day off and watch your 8 at the dealer insuring that all is well?
After that take it to another dealer.
As for myself, Im getting my tires rebalanced (experiencing some vibration - long story). But just droping off my tires/wheels. Not giving them a chance at messing up my car.
Good luck.
Al
Would you consider taking the day off and watch your 8 at the dealer insuring that all is well?
After that take it to another dealer.
As for myself, Im getting my tires rebalanced (experiencing some vibration - long story). But just droping off my tires/wheels. Not giving them a chance at messing up my car.
Good luck.
Al
06-18-2004, 08:30 AM
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What a horrible story. I would expect the dealer to do it right... especially considering that they charge the most.
When I bought my first new car about six years ago, my now wife noticed a small scratch. A guy that looked like they picked him off of the street comes out of the back to "buff it off". He ends up buffing the paint right off. I should have refused to take car and walked out. But they assured me that they could have it repainted if I wanted to later drop off the car. I had to later argue with the sales manager to rent me a car for the day that they had it (nice service!). When I got the car back at home, I noticed that they had gotten some paint on some nearby chrome! It's not like the painter couldn't have noticed the stray paint! I ended up writing Honda a letter about my horrible experiences with the dealer and I never went back.
I just bought my wife a new Jeep Liberty. I had to argue with the dealer for 30 minutes to get the Kelly blue book on our trade in. Anything under the blue book would have been me getting screwed. It wasn't until I said, I'll think about it overnight and I got up to when he finally gave me what I wanted. I probably still got screwed anyway. What is up with them always going off to some other guy to beg for more money for my trade, or more off the MSRP? What a joke! How can they expect me to go back to them for service or parts after having them try and screw me?
I can't wait to get their satisfaction survey in the mail. I had a message at home several days ago, "If you can't give us an excellent on our survey, then please give us a call. BS.
When I bought my first new car about six years ago, my now wife noticed a small scratch. A guy that looked like they picked him off of the street comes out of the back to "buff it off". He ends up buffing the paint right off. I should have refused to take car and walked out. But they assured me that they could have it repainted if I wanted to later drop off the car. I had to later argue with the sales manager to rent me a car for the day that they had it (nice service!). When I got the car back at home, I noticed that they had gotten some paint on some nearby chrome! It's not like the painter couldn't have noticed the stray paint! I ended up writing Honda a letter about my horrible experiences with the dealer and I never went back.
I just bought my wife a new Jeep Liberty. I had to argue with the dealer for 30 minutes to get the Kelly blue book on our trade in. Anything under the blue book would have been me getting screwed. It wasn't until I said, I'll think about it overnight and I got up to when he finally gave me what I wanted. I probably still got screwed anyway. What is up with them always going off to some other guy to beg for more money for my trade, or more off the MSRP? What a joke! How can they expect me to go back to them for service or parts after having them try and screw me?
I can't wait to get their satisfaction survey in the mail. I had a message at home several days ago, "If you can't give us an excellent on our survey, then please give us a call. BS.
06-18-2004, 09:35 AM
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I would give out their name here, so other people will be aware of them. That will hurt their business alittle. If and when they send you one of those customer satisfaction surveys I would give them bad marks. I would also be sending a letter to Mazda explaining your story. I would also tell the owner that if all of these issues are not resolved that I will be taking my business to another dealer and refer other people to do the same. Then after your car gets fixed, I would find another dealer anyway.
06-18-2004, 11:19 AM
#21
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Originally posted by -8-
find another dealer
find another dealer
06-18-2004, 11:32 AM
#22
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You know, Omicron told me at least once a while back to find a new dealer. I just wanted them to correct their original mistake(s). I guess my faith in humanity is a liability.
No matter what the endeavor I just always expect people to do something as if they were doing it for themself. Scary thought, maybe they did.
No matter what the endeavor I just always expect people to do something as if they were doing it for themself. Scary thought, maybe they did.
