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This stuff is frustrating, I know! I have worked at a Subie dealership under two different management regimes that were polar opposites. Here is how they would've gone about it based on past experiences (including a few that were personal)
I am confident that nearly any large dealership, regardless of quality of customer relations, would not have disclosed this type of damage unless confronted or forewarned. We just don't, we're in a hurry, trying to put comida on the table et al. Hell, when I bought my BRZ, I saw them scraping cats along the curbs pulling NEW cars into dealerships ( I can see a dent on my catalytic converter too- oh well gonna happen anyway right!?). Big business is big business, I guess.
Management A-
"Oh, We are so sorry. Here is a refund and a voucher for free service for your next 3 visits valued up to $500. We hope to serve you for many years!"
This is great for the customer-- but guess who often takes the brunt of this! The low-paid mechanics who end up getting screwed on pay/ told to do the work for free b/c the dealership doesn't want to take the hit. Not always what happens, but is what I have seen.
This guy invests in the customer- hoping to get return customers and referrals
Management B-
Incredulously: "How could you accuse our dealership of such an atrocity. I stand by my men's work! Get the F*** out." Most mechanics stand to benefit from this guy's style.
This guy knows that he may lose a customer and his friends but most of his service comes from 30 something moms and AWD junkies so he's willing to say bye-bye to a Modded car (dealerships tend to HATE modded cars: PITA!) SVC is good for this dealership and they couldn't care less.
2 Different Philosophies
2 Different Results
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