Does anyone know at Sterling Service who is empowered to "make a customer happy"? I.E. if I'm unhappy with a charge who is the best person to talk to? I would think its one of three people, the service advisor (I'm not sure they have the power to do anything, other than write the service tickets), the customer satisfaction person (who I believe is named Phil Kern) or the Service Manager (does anyone know who this is?). My annoyance comes from my recent visit where along with a lot of warranty work I also got my self installed alarm and rear fog switch activated in the car. Now I realize there is a bit of work involved when they reprogram the car so I can understand them charging some amount of labor, but when they did it they UNPROGRAMMED a bunch of featured that I had programmed at delivery. So now I'm going to have to make a second trip back there to get the stuff reactivated that they unprogrammed when they programmed the alarm/fogs. This will involve a lot of inconvience and waste of time on my part to go back out there and get them to fix what they messed up. I don't expect to get my money back for the labor they charged when they messed it up, but I would think they should at least offer some sort of compensation (perhaps a gift certificate for use at the dealship parts department) for having to redo what they should have done right in the first place. So i'm trying to figure out who I can talk to that would be empowered to offer such credit. Any ideas?

 

If you have a problem with service, talk to the service manager. If that doesn't get results, go up the ladder -- but I'd bet he'll help you. You shouldn't pay anything to get something they messed up put right again! Don't let them -- call MINIUSA if they try to do it to you.

We have a thread on dealer/service experiences. Can you post your thoughts and/or the results in there so folks can see how a dealer is doing?

 

Thanks. Maybe my note was unclear. I don't expect to them to charge me to fix what they messed up, my point was they messed it up when i was paying for them to add more features and I would think that they should credit ME for having to take my time to come back and get them to straighten it out.

 

Oh... yeah I did miss that. My humble opinion... FAT CHANCE . You could suggest to them it's worth an oil change or a t-shirt, but I wouldn't bet money on getting it.