I booked an appointment 3 weeks in advance to diagnose - Deep Garcha
I booked an appointment 3 weeks in advance to diagnose the "low battery" sign I have been getting plus to get the hood latch checked. Last time I was at JLR Langley, I was told my hood latch is broken and needs to be replaced at later date. I thought I would get both things checked at the same time since I live in Abbotsford. I even discussed this with the person booking an appointment and then again when they called to confirm appointment. I also confirmed on the phone that my vehicle is under warranty (until Aug 2023) and the diagnose and repair will be covered in the warranty.
I checked in my vehicle exactly at 9:40am in the morning and got SHRISTY PRASAD as service advisor. She told me that the battery is not in warranty and I would be charged around $700 for the diagnosis and replacement. I asked her why that was not mentioned when I called to book an appointment. I would have not made this appointment. She very rudely replied that is not covered in basic warranty and there is nothing she can do about it. I asked her to check the hood latch since that was still under warranty. I waited for 3 hours and at 12:30pm I checked with her to get an ETA. When she checked, the vehicle was not even taken inside yet. She came back and without any regret said "you will have to wait. I will let you know when its ready".
After 3 hours of waiting, it is still waiting to be seen by the technicians. I asked her to just give me the keys as I had meetings in the afternoon and I could not wait anymore. Without even having any word with me, she turned around and went to get the keys. No apology, no explanation. Is this the customer service JLR Langley provide to their customers?
SHRISTY PRASAD has no people skill. She should not be seeing customers. This is the second time I have gone through this humiliation with SHRISTY PRASAD at JLR Langley service department. I got her as service advisor last time as well. At the time of check-in I was told repair will take around 2 hours. In the end, I spent entire day there and had to come twice because they forgot to clear check engine light. At that time as well, SHRISTY PRASAD behavior was too rude. No apology, no empathy and no value of customer time. I wanted to report it but then decided not to thinking may be she is having a bad day. 2 times can not be co-incident. She is just rude as xxxx.
There was only one positive thing about this appointment and that is REBACCA...another lady in the service dept. She listened to what I had to say and also promised me that my concern will be sent to assistant manager and GM. Now, that's customer service. Big shout-out to REBACCA. Because of her I still have faith in JLR Langley. I'm hoping someone from JLR Langley will call so we can discuss this further.
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