WE BROUGHT OUR NEW '08 NAVIGATOR IN FOR SERVICE 1)THERE WAS A BRUSHING SOUND IN NEED OF INVESTIGATION 2)WE NEEDED TOUCH UP PAINT FOR A SCRATCH AND 3) THE CHROME IS BLISTERING AND PEELING OFF A WHEEL. ONCE THERE WE AGREED TO ADD NITROGEN TO THE TIRES AS WELL FOR $39. I WILL SAY THE SERVICE REPRESENTATIVES WERE VERY FRIENDLY. HOWEVER, WE WERE NOT INFORMED THAT ADDING THE NITROGEN WOULD THEN LEAD TO THE TIRES NEEDING TO BE REBALANCED (ANOTHER $89). WE WERE TOLD THE CHROME ISSUE WOULD NOT BE COVERED UNDER THE WARRANTY. WE THEN ASKED FOR THE NAME AND NUMBER TO THE WARRANTY CO. TO DISCUSS THE MATTER FURTHER. AFTER BEING ON HOLD FOR SOME TIME A MAN CAME ON THE PHONE WHO IDENTIFIED HIMSELF AS THE SERVICE MANGER/WARRANTY DECISION MAKER. HE BLUNTLY AND RUDELY INFORMED ME THAT HIS DECISION WOULD NOT CHANGE BEFORE I EVEN HAD A CHANCE TO GET A WORD OUT. LATER WE DISCOVERED WE HAD BEEN GIVEN THE WRONG COLOR TOUCH UP PAINT(ONLY VISIBLE AFTER APPLICATION). WHEN WE CONTACTED THE GENERAL MANAGER ERIC VAN, TO SPEAK TO HIM ABOUT OUR DISAPPOINTMENT WITH THE SERVICE EXPERIENCE, HE SEEMED NOT TO CARE AT ALL. HE WENT SO FAR AS TO SAY THE SVS. MGR.'S ATTITUDE WAS IRRELEVANT TO OUR SERVICE EXPERIENCE. CLEARLY THE MANAGERIAL TEAM IS LACKING IN BUSINESS ACUMEN AND CUSTOMER APPRECIATION AND IS IN DESPERATE NEED OF AN OVERHAUL!
Pros : NICE SERVICE WRITERS
Cons : SHOCKINGLY RUDE AND ARROGANT MANAGEMENT
POOR SERVICE
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