I want to start by saying that the Service Department has be more than professional in the past. I always was happy to drive from El Paso to Las Cruces just for the teams ability to handle my car better than other local dealerships. Obviously the dealership has gone through some management changes because this trip was not the case. I made my appointment a week out for a factory recall. I dropped it off as usual and left with my wife who followed me to Las Cruces expecting a several hour wait. Imagine my surprise when was unusually contacted less than 30 minutes (its a 45 minute drive) later saying "its done we will order the part" The tech informed me that this was a "check" to make sure I needed the recall part. When I asked him why they didn't have the part the said "that's not how it works, if you want you can contact Mitsubishi about it" at no point did he or any staff mention this being a "check" when the appointment was made or when I dropped off the car. I returned to the dealership to get my car, obviously pissed, and as I walked in he was busy scolding his staff about keys. He handed me my key and instead of letting me leave pissed he decided to push it one step further and lawyer up with me as I was walking out the door. After a few words crossed back and forth he deflected once again to "contact Mitsubishi" I said "you could have informed me that you didn't have the part and this was just a "check", he replied with "you didn't ask" and once again "contact Mitsubishi" I"M AT A MITSUBISHI DEALERSHIP! how much more contact do I need? I responded sarcastically with "clearly this is my fault" to which he replied as I walked out he added "as long as we are on the same page". So I am wrong because you didn't properly inform of the service? People like this don't belong in customer service. I was out half a days work for both me and my wife with no part replacement.
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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