How would YOU respond?

augustson · 03-11-2006, 11:53 PM

First-- I must give some accolades to the dealer who sold me my 06 Prius, Brunswick Toyota. After learning that the port-installed leather is really only a "partial" installation when compared to the factory-installed leather, they offered to cover the cost of having leather professionally installed on the arm rests, center console (front and rear) and the rear seat panels to the outside of the seatbelts. The dealer had this installation done by Florida Automotive Restyling in Jacksonville, Florida. (Initial results of this installation can be seen HERE )

Now, since the dealer trusted them with the leather install, I thought I would have them install a Rostra lumbar support and Relaxor heat and massage units in both front seats.

So, I scheduled an appointment (2 weeks in advance) for February 20 (a day I had off). I called four days before to confirm the appointment and was told to be there at 8:00 a.m. So I left early that morning for the 112 mile drive. 50 miles into the drive I get a call saying (basically), "I'm sorry. We didn't get all of the parts for your installation. There is no need for you to come in today."

Fellow PriusChatters-- how YOU respond to this situation?

jbarnhart · 03-12-2006, 12:04 AM

Honestly? I'd be glad they bothered to call when I'd only gone 50 miles, rather than tell me when I got there. If it weren't for poor service, we'd get no service at all these days.

galaxee · 03-12-2006, 12:15 AM

my response would be too vulgar to post here.

but that's just me.

i'd ask for a discount for the inconvenience. y'know, it never hurts to ask. for example, we saved a hundred bucks on our new cellphones and activation fees today by asking if we were eligible for any discounts. and since their system was down we were there for 3 hours. monday i'm calling customer service and asking for a discount on my first bill. (i felt i'd gotten enough discounts from the guys at the store and they were a little backlogged)

yeah, discount is definitely the best non-vulgar way to go. but i personally would still bust out a string of curses when referring to them from here on out <_<

ghostofjk · 03-12-2006, 03:00 AM

Depends. Was it a live call, that should have been made the Fri. (or Sat., if they take delivery of materials on Sat.) before that Mon., so that the call should have been made 2-3 days before?

Sounds like it. They basically wasted your day and a couple gallons of gas. What's that worth to you?

Worth, oh, about $100 to me.

Widdletink · 03-12-2006, 03:59 AM

Hi All,

Well, first of all I agree that it was a good thing that they called you before you arrived to try to save you the trip. One thing to take into condsideration is that they may not have realized how far you were coming from and may have thought they were calling with enough advance notice. Most people don't drive as far as you were willing to for services, or anything else for that matter. I know alot of people here in So. California that rarely if ever travel more than 15 miles from their homes for any reason. Of course, they don't have a Prius so... Also, they may have been waiting for a delivery first thing that morning assuming that the necessary parts would be in the shipment.

Did they say that they would contact you when the necessary parts arrived to reschedule? Were they polite when they called? It the answer to either or both questions is yes, then it sounds like they were trying to do right by you.

I do also agree that asking for a discount owing to the inconvenience would not be out of line. You can always mention that you are sharing information about this transaction on PriusChat and that may spur them to action. If they turn out to be unsatisfactory ultimately, you should also probably contact the dealership that used them initially to register your ire.

One word of advice, if/when you do ask for the discount do it nicely and possibly after the work is completed just so you don't wind up with substandard work because someone gets "pissed".

Good luck and let us know how the install turns out. Also, just as an aside approximately how much does something like this run? I am just wondering.

Take care and have a super day!

Tisza

augustson · 03-12-2006, 08:00 AM

Quote:

Originally posted by ghostofjk@Mar 12 2006, 03:00 AM
Depends. Was it a live call, that should have been made the Fri. (or Sat., if they take delivery of materials on Sat.) before that Mon., so that the call should have been made 2-3 days before?

Sounds like it. They basically wasted your day and a couple gallons of gas. What's that worth to you?

Worth, oh, about $100 to me.

[snapback]223780[/snapback]

Yes, it was a live call. I completely agree about the wasted day!

grasshopper · 03-12-2006, 08:06 AM

I would assume that they were waiting to see if the part would show up that morning and when it didn’t, they gave you a call. Of course it would have been nice if they had called the day before and informed you that they had not received the part but were hoping it would come in the next morning. But that is probably asking too much in this day and age.
Regardless, if you allow things like this to upset you then you are cheating yourself out of time that you could have been happy. I personally find this to high of a price to pay. I would prefer to see it as a glorious two hour, early morning drive in my wonderful car.
Just keep remembering, change the things you can control, and spend as little time as possible (given the fact that your human, that is an assumption) worrying about the things you can’t.

I see no reason that you will not get an excellent installation in the end.

Be Happy

augustson · 03-12-2006, 08:23 AM

Quote:

Originally posted by Widdletink+Mar 12 2006, 03:59 AM--><div class='quotetop'>QUOTE(Widdletink @ Mar 12 2006, 03:59 AM)</div>

Quote:

One thing to take into condsideration is that they may not have realized how far you were coming from and may have thought they were calling with enough advance notice.

[snapback]223789[/snapback]
[/b]

They definitely knew. We had had previous conversations about how far I lived and that my appointment would have to be on a Saturday or on a day I had off.
<!--QuoteBegin-Widdletink@Mar 12 2006, 03:59 AM

Did they say that they would contact you when the necessary parts arrived to reschedule? Were they polite when they called?

[snapback]223789[/snapback]

Come to think of it, I had to call them back to ask about rescheduling! And when I called, the owner's reply was: "The employee I have whom orders/checks order status been out sick for the last three days. He will be in today, and I will followup with the status of your parts."

He did say the words "I'm sorry" when he called (I think), but it was more like "sorry you were unlucky" as opposed to "sorry we made a big mistake" sort of thing.

Quote:

Originally posted by Widdletink@Mar 12 2006, 03:59 AM
I do also agree that asking for a discount owing to the inconvenience would not be out of line.

[snapback]223789[/snapback]

This is probably the best part. When I inquired (politely) about a discount on installation, his reply was, "unfortunatly there is no way for me to offer a discount. I cannot run a business and be responsible for another companies short comings on shipping product."

Quote:

Originally posted by Widdletink@Mar 12 2006, 03:59 AM
Also, just as an aside approximately how much does something like this run? I am just wondering.

[snapback]223789[/snapback]

$1388.86 out the door with tax, parts and installation for both seats. Of course, if anyone knows a professional installer in the SE that can do it for less, I'm all ears!

augustson · 03-12-2006, 08:34 AM

Quote:

Originally posted by grasshopper@Mar 12 2006, 08:06 AM
Regardless, if you allow things like this to upset you then you are cheating yourself out of time that you could have been happy.

[snapback]223808[/snapback]

I think the biggest disappointment for me wasn't the wasted morning, but the fact that they didn't seem to care. I just thought it seemed like an odd way to run a business (not knowing ahead of time that you don't have parts?) and a lackluster way to apologize. I posted my situation mostly to see what others thought about it, and to give a "heads up" to anyone who might be considering doing business with Florida Automotive Restyling.

galaxee · 03-12-2006, 12:55 PM

wow, that's crappy.

they can't run a business by giving people discounts in the name of customer service when i waste hours of their time?

i'd cancel and find somewhere else to go. they can run a business short term by pissing off customers... but they won't stay afloat long that way.

03-11-2006, 11:53 PM	#1
augustson Join Date: Sep 2005 Location: SE Georgia Posts: 93 My Car: Package: Nominated 0 Times in 0 Posts TOTM Awards: 0 Friends: 0	First-- I must give some accolades to the dealer who sold me my 06 Prius, Brunswick Toyota. After learning that the port-installed leather is really only a "partial" installation when compared to the factory-installed leather, they offered to cover the cost of having leather professionally installed on the arm rests, center console (front and rear) and the rear seat panels to the outside of the seatbelts. The dealer had this installation done by Florida Automotive Restyling in Jacksonville, Florida. (Initial results of this installation can be seen HERE ) Now, since the dealer trusted them with the leather install, I thought I would have them install a Rostra lumbar support and Relaxor heat and massage units in both front seats. So, I scheduled an appointment (2 weeks in advance) for February 20 (a day I had off). I called four days before to confirm the appointment and was told to be there at 8:00 a.m. So I left early that morning for the 112 mile drive. 50 miles into the drive I get a call saying (basically), "I'm sorry. We didn't get all of the parts for your installation. There is no need for you to come in today." Fellow PriusChatters-- how YOU respond to this situation? __________________

03-12-2006, 12:15 AM	#3
galaxee running WOT until out of fuel Join Date: Mar 2005 Location: central NC/ western WI Posts: 9,065 My Car: 2005 Prius Package: #5 Nominated 5 Times in 3 Posts TOTM Awards: 0 Friends: 21	my response would be too vulgar to post here. but that's just me. i'd ask for a discount for the inconvenience. y'know, it never hurts to ask. for example, we saved a hundred bucks on our new cellphones and activation fees today by asking if we were eligible for any discounts. and since their system was down we were there for 3 hours. monday i'm calling customer service and asking for a discount on my first bill. (i felt i'd gotten enough discounts from the guys at the store and they were a little backlogged) yeah, discount is definitely the best non-vulgar way to go. but i personally would still bust out a string of curses when referring to them from here on out <_< __________________ black 2005 prius, tweaked just the way i like it my diagnostic guy on electronics: "lack of troubleshooting ability is due to a high common sense rejection ratio."

03-12-2006, 03:59 AM	#5
Widdletink Join Date: Feb 2005 Location: Claremont, California Posts: 213 My Car: Package: Nominated 0 Times in 0 Posts TOTM Awards: 0 Friends: 0	Hi All, Well, first of all I agree that it was a good thing that they called you before you arrived to try to save you the trip. One thing to take into condsideration is that they may not have realized how far you were coming from and may have thought they were calling with enough advance notice. Most people don't drive as far as you were willing to for services, or anything else for that matter. I know alot of people here in So. California that rarely if ever travel more than 15 miles from their homes for any reason. Of course, they don't have a Prius so... Also, they may have been waiting for a delivery first thing that morning assuming that the necessary parts would be in the shipment. Did they say that they would contact you when the necessary parts arrived to reschedule? Were they polite when they called? It the answer to either or both questions is yes, then it sounds like they were trying to do right by you. I do also agree that asking for a discount owing to the inconvenience would not be out of line. You can always mention that you are sharing information about this transaction on PriusChat and that may spur them to action. If they turn out to be unsatisfactory ultimately, you should also probably contact the dealership that used them initially to register your ire. One word of advice, if/when you do ask for the discount do it nicely and possibly after the work is completed just so you don't wind up with substandard work because someone gets "pissed". Good luck and let us know how the install turns out. Also, just as an aside approximately how much does something like this run? I am just wondering. Take care and have a super day! Tisza __________________ Silver '05, Pkg. #3, Custom Silver Mudflaps, Silver Door Edge Guards, black bumper applique, Madgellan 360 NAV, Silver rear window applique "Save a Soldier - Buy a HYBRID", 46 mpg average/31,900 ODO "Because He loves Me, that's why..." "Prius, the ultimate in Geek Bling"

03-12-2006, 08:06 AM	#7
grasshopper Senior Member Join Date: Jan 2006 Location: Myrtle Beach SC Posts: 413 My Car: Package: Nominated 0 Times in 0 Posts TOTM Awards: 0 Friends: 0	I would assume that they were waiting to see if the part would show up that morning and when it didn’t, they gave you a call. Of course it would have been nice if they had called the day before and informed you that they had not received the part but were hoping it would come in the next morning. But that is probably asking too much in this day and age. Regardless, if you allow things like this to upset you then you are cheating yourself out of time that you could have been happy. I personally find this to high of a price to pay. I would prefer to see it as a glorious two hour, early morning drive in my wonderful car. Just keep remembering, change the things you can control, and spend as little time as possible (given the fact that your human, that is an assumption) worrying about the things you can’t. I see no reason that you will not get an excellent installation in the end. Be Happy __________________ John Wood .... Be one with the Cosmos, Grasshopper 2006 Pkg. #3 Silver Pine Mica, Coastal Receiver hitch, Coastal EV switch, Formula one Panicle Ceramic tint 35%, Custom Pin Striping, Door Guards, BT Stiffing Plate, all weather matts, Venture Shield 12 mil Clear Bra. Heat screen, Side molding, Custom arm rests, Raised front of driver seat, 4 inch strip of tint on windshield, Canvasback Cargo Liner, Fumoto Oil Valve w/nipple, Mudflaps, Champion seat covers, Dog hair, Candy bar wrappers.

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03-12-2006, 12:04 AM	#2
jbarnhart Join Date: Jan 2004 Location: Santa Clara, CA Posts: 628 My Car: Package: Nominated 0 Times in 0 Posts TOTM Awards: 0 Friends: 1	Honestly? I'd be glad they bothered to call when I'd only gone 50 miles, rather than tell me when I got there. If it weren't for poor service, we'd get no service at all these days.

03-12-2006, 03:00 AM	#4
ghostofjk Unrepentant Nattering Nabob of Negativism (V.P. Spiro T. Agnew) Join Date: Mar 2006 Posts: 981 My Car: Package: Nominated 0 Times in 0 Posts TOTM Awards: 0 Friends: 0	Depends. Was it a live call, that should have been made the Fri. (or Sat., if they take delivery of materials on Sat.) before that Mon., so that the call should have been made 2-3 days before? Sounds like it. They basically wasted your day and a couple gallons of gas. What's that worth to you? Worth, oh, about $100 to me.

03-12-2006, 12:55 PM	#10
galaxee running WOT until out of fuel Join Date: Mar 2005 Location: central NC/ western WI Posts: 9,065 My Car: 2005 Prius Package: #5 Nominated 5 Times in 3 Posts TOTM Awards: 0 Friends: 21	wow, that's crappy. they can't run a business by giving people discounts in the name of customer service when i waste hours of their time? i'd cancel and find somewhere else to go. they can run a business short term by pissing off customers... but they won't stay afloat long that way.