Took my G80 in for the EBS recall fix. Appointment was made over 30 days in advance. I bought the car at this dealer so that had all my car information. I waited three hours to find out they needed to order the part...said they needed my VIN to do that. While I waited the agent assigned to me was floating around talking to other agents. She never ones talked to me till I finally asked about my car. She said she would go check. Seems we both found out they didn't have the part. My guess is I could have waited all day had I not asked the agent. Seems the "squeaky wheel get the grease". To me, this is the ultimate in poor customer service. My thoughts are no one had yet looked at my car, nor did anyone (except me) care. This a fundamental, but seemingly typical of dealer service departments. Its an issue that should never happen. Appears to be lack of simple knowledge, skills and ability of the people and the processes in the service department. My G80 is a great car, but the management of the service department....not so much. I won't be back unless I have to.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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