Originally Posted by rX8rEdLiNe

Allow me to repost from my earlier thread:

I had an unbelievably horrific customer service episode earlier this week at Magnussen's Fremont Ford Mazda Service. The experience ruin my mood during the entire work week, still angers me today, and so I wish to vent. Thanks in advance for everyone's patience as this will be a very long post.

I had previously had the airbag recall done on the car a while back, but did not realize that my glovebox damper was broken until recently when I read about it on this forum. It turns out, Magnussen Mazda service had broken it during the airbag recall, so I took my car back about a month ago to have the glove box fixed. I was told that the part had to be ordered, it would be available soon, and they would call me ASAP for an appointment to have it fixed. I never received a phone call, so I called back 2 week later to check on status, and they tell me the part was never ordered in the first place! So they finally place an order for the part, and says again that they will call when the part is in. Two weeks later, after no phone calls again, I check back and was told that the part is in today, and should not take more then 30 minutes to install it. I made an appointment with Service Advisor Gary Byrne for Wednesday morning this week.

Wednesday morning at 10am, I dropped the car off at the dealership and Service Advisor Gary Byrne confirmed that the installation would take no longer than 45 minutes. I waited around in the sales room for over an hour, and checked back with the service advisor an hour later. At 11am, I was told that the technician is currently installing the part for the glove box and to check back again in half a hour. At 1130am, I come back and you will not believe what Mr. Gary Byrne told me. He told me that in order to install the damper for the glovebox, the technician will need to take apart the entire dashboard assembly, that it would take approximately another 6-8 hours of labor, and that I had to leave the car overnight since all the technicians were getting ready to go to lunch? I know from reading about this on the forum that its a relatively easy fix, should not require 6-8 hours as the service advisor is saying, so I smelled some bull **** here. At this point, I was not comfortable leaving the car there at the dealership with these guys. He asked if I would like to speak with a technician regarding the glovebox, to which I replied yes, so I could have him clarify the long 6-8 hour required labor as quoted by Gary Byrne. So at this point, Gary Byrne took off, and I thought he would come back with a service technician. What transpired next revealed the unbelievably unprofessional, inept, and incompetent staff at Magnussen's Fremont.

15 minutes later, to my horror, I see Gary Byrne speeding back in my RX8 without any service tags on the car, or any technicians. Now I was agitated and bewilder at what was going on. The service advisor gets out of my car in an irate manner, scolds at me that the keys are in the car, to leave the dealership and never come back ever again. Then he goes back into the service office, screaming and ranting at me. In disbelief, I checked inside my car, there were no service tags, and the glove box was still broken as if nothing was done at all while I waited for 2 hours.

I was extremely pissed, and had had enough of this travesty of customer service so I demanded to speak with the manager. Low and behold, Gary Byrne refused my request, while threatening me to leave the compounds or else. He then proceeded to slander me by calling security, lying, and accusing me of harassing and threatening him. I left the office, looking for a manager to do something about this mockery of customer service, while this guy Gary Byrne was following behind me, shouting and raving. Finally when I got ahold of Operations Manager Clayton King, and told him about the sham of events that had just transpired. He said he would handle and get everything straighten out.

As I was finishing complaining to Clayton King, Gary Byrne runs towards my RX-8, puts the car in nuetral, and attempts to push it out of the dealership himself! In a quick frenzy, I run towards my car, shouting "Don't Touch My Car Bitch!!!" which causes him to back away from my car. I swear if this guy did not get out of my car, I would have probably gone postal on him out of defense of my beloved RX-8. At this point I was sick and tired, had had enough of all this nonsense, and the Operations Manager Clayton King was incompetent, unhelpful, and had done nothing to resolve the matter.

I finally got in my car and took off, feeling disgusted, wasting 2.5 hours of my day in the worst customer service experience of my entire life or anyone elses for that matter. Nobody from Magnussen has yet to call and formally apologized for the absurdness of events. Clearly, the staff at Magnussen's Fremont are unbelievably unprofessional, inept, and incompetent. I love my RX-8, but this experience has caused me to think twice about purchasing another vehicle from a Mazda Dealership. The Mazda service experience at Magnussen Fremont can be best described as putrid. I am considering filing formal complaints to the BBB, and to Mazda Headquarters.

What other recourse can be done, and thanks for allowing me to vent?