Denied waterpump replacement

[Hershey]

The other 1/2 called and left a message to the general manager of the 1st dealership asking for the field tech's name and how to get in touch with him . Never heard back from him to this day . That's what I call courteous . They won't be getting a penny more from us .

[nookandcrannycar]

Originally Posted by Hershey

The other 1/2 called and left a message to the general manager of the 1st dealership asking for the field tech's name and how to get in touch with him . Never heard back from him to this day . That's what I call corteous . They won't be getting a penny more from us .

Good for you. I'd say if the 2nd dealership's work holds up, they deserve the first look at your business should you change your mind and consider a Toyota again.

[muffin_top]

Originally Posted by nookandcrannycar

I felt that what Muffin Top is trying to say is to make sure that Toyota (at the manufacturer level) is properly notified, as it would be a strong backup for satisfaction even if one is not getting satisfaction from a particular dealer. This gives me added peace of mind. The tone of Muffin Top's post adds credibility. It think he takes the reputation for customer satisfaction that Toyota has been known for in the past quite seriously.

Thank you, and yes I try to treat the guests at our service department with utmost care and sincerity. Toyota takes every call seriously, the analysts at the call center always follow up to make sure the issue was handled and ask if there is anything they can do to help. Not just every now and then, every time like its a religion!

Originally Posted by Hershey

The other 1/2 called and left a message to the general manager of the 1st dealership asking for the field tech's name and how to get in touch with him . Never heard back from him to this day . That's what I call corteous . They won't be getting a penny more from us .

Yeah, contacting the GM seems like the right thing, but truthfully he/she is usually somewhat detached from the "back of the house". Honestly the parts/service director or fixed operations manager (the service manager's boss)
would be a better point of contact. Be calm, tell them what happened and see what they say. If this person blows you off then you know the poor attitude of the service dept is from the "top down" and trying to reason with them will be futile.

I feel awful when someone has an experience like this.. It gives dealership service departments a bad image and we're not all like that!