It is interesting to read the poor service received by clients and which center on the same service center individual. I was at Bank Street Hyundai Service to replace a part for a steering wheel noise on my 2020 Palisade. I brought my car at 0730 hrs and informed the service person that I will need to get the car ready no later than 1430 hrs since I had another commitment. The service person indicated that there should not be an issue and arranged for a Uber service to my home. At around 1400 hrs, I contacted the service department to confirm if my car was ready and that I would need a Uber back to the dealership. The service person who answered and which was a different person than the morning service rep, asked for my name and put me on hold for 25 minutes. He finally came back on the line and appear to have forgotten that I was on hold, he asked for my name again informed me that they were really busy with tire change season. I said the fact that you are busy does not constitute an excuse for me that that it was simply poor planning on the service desk for my situation. I also reiterated that I brought the car at 0730 hrs in order to ensure that there was plenty of time to replace the part and that I needed the car back at 1430 hrs for another commitment. He rudely stated that when the car is ready, they will give me a call and hung up. I waited until 1530 hrs to contact the service dept again, the same service person put me hold again and finally, indicated that the technician working on my car said that it would be ready at 1600 hrs, therefore, I ask for a Uber since I live 30 minutes away, which he booked.
When I arrived, I saw that my car was parked outside the service, which I thought was a good sign. I spoke with the service person again who acknowledged that he was the one I spoke with in the afternoon, but that the paperwork was not ready and that it would be another 10 minutes and that I was asked to wait outside the service dept, which I did. In the meantime, several people were served and after 20 minutes, I re-entered to wait for my “paperwork”. I was finally informed that the part that they replaced did not solve the steering wheel noise and that they would order another part and I would get a call to re-booked an appointment. I stated that I had waited all day to be informed of this matter, which was not acceptable.
Good customer service typically means providing timely, attentive, upbeat service to a customer, and making sue their needs are met in a manner that reflects positively on the organization. Based on this definition, the customer service that I received was of very poor quality. A tip on good customer service would have been to contact me at 1400 hrs to inform me that the car would not be ready, apologize for the delay and ensure that the car would be ready at the earliest opportunity. This simple fact would have been better service.
What the service rep failed to realize is that 77% of customers report being more loyal to a dealership that offers a good customer experience if they have an issue.
Once my car gets finally fixed, I will not be going to Bank Street Hyundai for any further warranty service.
Highly recommend a re-course in good customer service for the service rep.