Unbelievable Service Department
CALIFORNIA -- This is a letter that I am sending to Honda in order to bring to their attention what is occurring in their Service Department.
To Whom It May Concern:
As of this point names are irrelevant. During this past week, I recently experienced difficulty with your Service Department. I received a friendly letter to remind me that my car was overdue for its recommended maintenance, which by the way is a great idea. So a couple of days later, I phoned Dublin Honda to schedule an appointment to get my car serviced. I called the number that was stated on the reminder letter, and had no trouble with the person on the phone. They were very polite, and transferred my call to the correct department. However, to my surprise, the person whom I was transferred to was currently away from their desk. The call went to voicemail, and I left a message that I needed to schedule an appointment for my car to be serviced. Now being a consumer who enjoys the product that they own, was shocked that someone who needs to schedule an appointment would be transferred to a voicemail, and have to wait for a returned phone call in order to schedule an appointment. It seems with common knowledge that a place of business would have at least another person to answer the phone to help schedule an appointment. Somewhere between three hours later my call was finally returned.
While making my appointment I was informed that there was an opening later in the week, or there were openings in the following week. I wanted to get it done as soon as possible because of the holiday season, so I asked what times were available the same week. There were times in the morning, 8:15, 8:45, and so on until 10:00 that were available. I took the earliest time figuring that my car would be done in the afternoon. I dropped my car off the night before and wrote the time of my appointment on the envelope. I knew that in order for work to begin on any car, the owner had to be called to approve work to be started. I put that I could be call as early as 8:00 in the morning, yet it was not until 10:00 that I was called.
It was then brought to my attention that the Service Department was unaware of what needed to be done to my car, even though Dublin Honda was the one who sent the reminder in the first place. Being that Dublin Honda failed to communicate with their customers that there are three different levels of minor service available, is the first error in your system. How is the customer really supposed to know without someone telling them in the first place? After letting them know that the basic minor service was fine, I was then informed that my car would not be ready for pickup until 4:00 PM. Now how is it possible for an 8:15 AM appointment to take until 4:00 PM to finish a basic minor service?
Being that 4:00 was an unacceptable time, I wanted the car done by 2:00 PM. The person on the phone was unable to guarantee that time, and then asked the question of when I really need the car done. Now if I said I wanted it done by 2:00, wouldn’t that inform them that 2:00 was when I needed the car by? Then the person on the phone wanted me to call Honda when I was on my way at 2:00 to see if my car was ready. I never imagined that the customer would have to call and micro-manage to make sure the car was on time. There was no way I was going to call; it is the job of the Service Department to let the customer know their car is finished, but if the customer will be paid your base labor fee to call, anyone would be willing to do that.
This problem is not that of any individual him or herself, yet the problem lies within the policies and procedures of Dublin Honda itself. Being that Honda puts out great products, it is ashamed that the service is not as powerful as its product. I have been to Dublin Honda before, and this is the first time experiencing this issue. The reason for this letter is to bring to your attention of what is starting to occur in your Service Department. Hopefully, changes can be made, and better communication can occur between the customer and the employee. As stated above, names as of this point are irrelevant.
A concerned Honda customer