So I wish this was a praise thread but its not even close.
I THINK EVERYONE SHOULD KNOW THIS!!!!!!!!!!!!

Let me set up the scene. Last time I brought my car in to the dealership for fogged headlights, squeaking brakes and a few other small things. Well when I picked the car up that time I got a lot of excuses that they could not reproduce, etc. And everytime I go in there the service advisor specifically asks me to give good ratings on the surveys that go out afterward. Normally I give good ratings but this time I wasn't happy so I put that in the survey......

So last night, I flooded my car. In a hurry and didn't let it warm up blah blah blah. My fault. So I have it towed there and when I call the service department, the lady that I normally deal with is real short and not very friendly, she said it would be a few days and she couldn't give me a rental until after its been there more than a day, she never before had a problem giving me a car right away.

Well finally today she gives me a car. I go in to pick it up and she is still really short and not helpful. Well when I was about to leve she asks me if I fill out the survey's. I say yes and normally I fill them out with good ratings. Well, then she says WELL YOU DIDN"T FILL OUT THE LAST ONE VERY GOOD. So I am VERY suprised. I say excuse me? She says I have the results right here from your last survey and you caused my whole departments score to go down because you gave us some bad ratings! I say well I was honest I didn't feel good about the service. She proceeds to SHOW ME THE SCORES THAT I PERSONALLY CAUSED TO GO DOWN. BLAMING ME ALONG THE WAY AND CONFRONTING ME ABOUT IT.

So, now I am very PISSED, and not sure what to do. First of all those surveys should be for mazda's eyes only. Secondly she should never EVER have my name attached to any results and THIRD, I SHOULD NEVER BE CONFRONTED ABOUT AN OPTIONAL SURVEY!!!!!!

So now I can never expect to get good treatment in there, there isn't another closer dealership and now all the survey's I am going to either not fill out or just can't be honest on them for fear of them screwing with my car!

I need some advice on what to do, call the manager, call MAZDA USA, any suggestions?


Sorry its so long......

 

File a lawsuit?

 

lol! No lawsuit...hehe

Mazda North America. Don't settle - speak to whomever you need to speak with to get resolution.

 

this happens alot. i would file a complaint at Mazda USA. Don't mess with a mgr at the dealership. they will defend their employees before a customer every time.

 

thats completely fuctup.
maybe you should get another survey and read any legal stuff that might be on there pertaining to confidentiality etc. seems like you should at least report this to mazda so these clowns can be replaced with folks who actually DESERVE good survey scores. I'm pissed off just reading your post...

 

Call Mazda NA and explain your dissatisfaction with their survey procedure and your dealership staff.

I realize you are unfortunate enough to only have one dealership in your area.. but you probably should try to avoid them if you can.

 

call the dealership and set an appointment to speak with the genral manager and owner. also call Mazda USA. Tell the GM and OWNER exactly what happened why you gave the scores you did and what the service person did. Also tell them you are tellign all of this to Mazda. Tell Mazda Everything

 

I still say lawsuit

 

Well I will definelty be telling Mazda as everyone has suggested. Thinking I should ask for a customer service manager when I call, probably not going to get much help from the normal customer service person who answers the phone.

Lawsuit, well if someone can sue McD's for hot coffee I can sue Mazda for definmation of character, etc ----- funny but true, maybe I will call an old lawyer friend.

Zoom, I think I know someone who knows the owner of this dealership, maybe I will call them and get in contact with the owner, the problem is I am affraid to do this because if they don't fire this employee then she will be the one that I have to deal with everytime. And my car disappears into the service bay (which has no windows for customers to watch the service, etc) and who knows what they can/will do.

And she actually showed me the scores saying I (meaning her) always gets 100's on the scores and that her "feelings" were hurt. And the RX8 technicians feelings were hurt.

I couldn't believe my ears, and whats even worse is they still have my car!!!

 

What lawsuit?
The problem with this country is that everyone screams "lawsuit" for every little thing, and with no merit.
The behaviour of the dealership is of course not to be tolerated. As it was said, contact MNAO - but cool down while doing it, stay with the facts and no rant - you'll have a much better chance getting things straightened out.

 

wish her and her family a happy holidays by sending her a short-person pie (that would be key lime mixed with miracle grow on a graham cracker crust)

 

This is exactly why I am hand delivering a huge plate of Chirstmas cookies and a gift certificate for Imo's Pizza to the guy that checks in my car at the dealers tonight. He has been great so far, and I have no complaints about the service BUT I say a little "pre" *** kissing never hurts

I miss the guy I had at Ford when I owned my Mustang....we were on a first name basis and I could ask him anything (within reason) and get it done.

Scott from Bommarito... if your reading this. you're the greatest

 

they owe you an extended warranty since you now have no confidence in the only dealership service in your area. A good one that includes all services for free including oil changes etc and a rental everytime you drop your car there. they should treat you like the owner every time you walk in the place from now on.

You could probably get all your service done at the local Ford dealer. they could do the reflashes and everything.

 

I'd complain to Mazda North America, find another dealer, and REALLY flame this one on the next survey, specifically citing why you were upset.

 

I like the extended warranty idea. I don't expect to be treated like royalty, but I do expect a level of customer service that all of us would think fair. I know dealerships are busy, I know they sometimes get things wrong or are just to busy to see something. And I understand that I didn't give 0's on all the scores, I gave honest answers that I expected to be used by Mazda USA to help better their service, or even if they just scrapped all my answers and never used them I would never know and I would at least feel better about voicing my opinion. But to be called out face to face by an employee is just unreasonable.

 

ZOOM..I know this a stupid but I know we are owned by Ford, so Ford Dealer can do our basic work and such? My good friend is a mechanic at a big Ford dealer here in Florida. SO I guess I could ask him if I need help or such. We do have a good Mazda dealer here but you never know.

As far as the rest of the Post...I would talk to the GM, then Owner, and just work your way up until you are happy. I know we all love email but nothing really comes across like a good old fashioned letter. I would call and write to Mazda NM.

 

Hmmm. She bitches at you for your last survey... a sure-fire way to get superb grades on your current survey! What an Einstein. Extended warranty not enough, she should also be fired. I hope you will be mentioning her by name when you talk to Mazda.

 

I will say . In my business we do allot of customer service so to speak..I deal with doctors and nurses all day and our owners want 100% attention to them, so when I get shi** service I get real pissed, Real customer service is gone! Companies wonder why they lose customers or profit goes down, look at your people first! real customer service is one sad to say

 

Tell Mazda she's 'short' on the job.

 

MAZDA? Are you reading this?

 

I had a similar experience, except it was with a Mazda survey concerning satisfaction with the sales department. I gave them pretty good marks - fours and fives - until I got to the question about condition of the car when it was shown. Well, my car had been sitting a long time and it had a dead battery, tire pressures were low (the light was on), it had a bad scuff on one of the wheel rims, and then when we jumped it off the DSC light stayed on (I guess because of the dead battery). Not knowing what that meant (and the salesman not knowing either) I took off on a test drive. I very quickly got the car sideways, leaving a distinct pucker in the driver's seat, but I was able to drive out of it. Anyway, when I filled out the survey I rated the car's condition when it was shown very low. My salesman actually called me a few weeks later and was pissed at me. I ended up telling him to f__k off.

Fortunately, the service department must not have gotten the results of that survey because they've been very nice. Obviously, Mazda has over-emphasized these surveys to the point that they are just out of hand.

btw - the salesman is no longer at that dealership. He's selling Nissans now...

 

damn. is the short girl at least good looking?

 

In effect, the dealership is trying to intimidate you—threatening you with poor future service—not to mention paranoia about possible vandalism—should you have the audacity to give them less than a good rating.

Yes, I would hope Mazda would want to hear about this.

 

CHASVhill...he belongs selling Nissan's he does not deserve to even look at an 8

 

Law suits are not as easy as all that. First you have to claim that the other side committed some wrong. Then you have to show that the wrong cause some sort of injury measurable in $ to have what they call standing.





Being pissed off by a bad attitude is not a damage.



The Only one who wins in a law suit is the attorney you hire. They don't really care if you win or lose, just so long and you pay the fee.