I thought I would take an opportunity to voice a complaint. I know it isn’t normally in my nature to complain, usually I try to give the benefit of the doubt or to press forward with the ‘can do’ attitude. But since nobody else seems too concerned about it, I will air my concerns out where a few may agree.
What ever happened to service? What happened to the customer, the consumer holding a special place for businesses? It seems somewhere the status quo, business as usual, and possibly profits have taken over.
Two weeks ago I took a pickup in to have it serviced. They told me it would be ready on Wednesday. I returned on Wednesday to have them tell me that more work had to be done and I needed to authorize the work. What happened to calling me to ask to authorize? What happened to calling me to let me know the pickup would not be done? I let it slide and authorized them to do the work. They then told me it would be done on Friday. I made it clear to them the truck had to be done first thing on Monday morning because I was supposed to drive it to Pasco, Washington for work. Not only did I need to drive the truck, it would be left there so taking another vehicle was not an option. Well, Friday arrived and I called in to make sure it was done, and I was assured the job was completed. I drove in on Friday to pick it up and it wasn’t even out of the back of the shop yet, let alone completed! Once again, I let my irritation slide, the changing of my plans, and the trip in to pick up the truck. Remembering, this requires another person’s help to get a ride in to pick up the truck. Monday rolls around and the truck is still not completed! Nobody once again notified me, nobody told me anything. Finally, Wednesday I pick up the truck, pay the bill, and head home. My boss moved my trip to Pasco for the Monday after.
I then left my personal vehicle for a service. The story goes on from there. When I left my personal vehicle I made it very clear I would be in Pasco, Washington for the week and I would need to be notified if they had any problems or questions. They said there would be no problem for my coming back the following week. Well, today, I arrived to find my truck had been looked at but nothing had been done! I was about ready to start swearing at the man! He told me I had to authorize the work before it could be done because some gasket needed replaced. I showed him right on the paper where it said I would be out of town and that I would need to be called. I asked why I was not called. He said he did not know. I told him I had been dropped off and was taking my pickup with me. I was not a pleased customer! I drove out of the parking lot vowing I would never again do business of any type with Goode Motor in Burley or Rupert, Idaho. They have forever lost my business.
In conversation afterward I found out my Dad has had the same problem. He even notified the manager, Garth Williams of the issue. I guess he took in his truck to be serviced and they started asking him a bunch of stupid questions. The guy got huffy with him when Dad told him to go out and get the information from the truck. After two episodes of this, Dad said he would never do business again with Goode Motor. So all those who read, here are two customers who are highly unhappy with the business, especially with their service department. They even gave Dad a coupon for service when he bought the truck and they would not honor the certificate later. How is that for forging loyal customers.
That episode pretty much tainted the rest of my day for me. Tonight I sat in the airport for my flight from Salt Lake City to Portland, Oregon. Our flight was supposed to take off at 7:05 PM. No, the flight was delayed. Two hours later I finally board the plane. Just to press the button on their customer service I went to the Southwest Airlines Ticket Counter and complained. I told them there should be some reimbursement for my ordeal and they were putting me late. I lied and said I was going to miss my business engagement. They offered me their sympathies and basically wished me well. I told them there was not point of going now and wanted a refund. This request was denied with a document giving me a phone number to call my complaint. You would think that customer service would be able to take care of a problem in the airport without my having to make a phone call to listen to some fake woman directing me. What happened to honoring your word? What happened to pleasing the customer?
Lastly, I completed McCullough’s 1776 this evening in my hours wait to board my delayed flight. The discontent I noticed of poor service in the Ford dealership and in Southwest Airlines only turned into more rancor as I thought of what it was we fought for in the Revolutionary War. We separated ourselves from Britain and fought a war for abuses less than what we currently face with our present government. What is even more frustrating is the fact that we as Americans let business and government so dictate our lives. Hey look, they are even going to give me $1,500 of my own money back and then want me to go spend it! Well, geez, thanks for giving my own money back and then tell me what to do with it!