Well, this is my first and last visit to the London ON Subaru service centre...I'm sitting in the waiting area typing this. I'm a fairly reasonable, easygoing person and I understand that employees get busy and there is a limit to the amount of multitasking an employee can do. However...when I arrived here, I walked past an empty service desk waiting area (apart from a couple of seated ladies chatting) and approached the desk. The fellow on the desk was talking with a client on the phone, so I stood to wait my turn. And stood. And waited. Minutes went by. Zero eye contact, zero acknowledgement he was well aware I was standing across the desk from him. A nod of the head, a half smile, a raised hand - nope. I would happily have waited quietly til the end of the call if there had been any hint of nonverbal acknowledgement. I started feeling annoyed by his choice of behaviour. Then one of the chatting ladies from the seats walked past me to behind the desk. Turns out she was an employee who had watched me walk in and stand ignored at the desk. I thought oh, good, she'll let me hand over my keys for the appointment, but - she ignored me, too. She called out a question to another staff member then checked something on the phone. I stood a little longer until it was evident both employees were quite ok with letting me keep on standing there indefinitely like a boob without acknowledging me, then placed my car key on the counter, slid it toward the middle, quietly said my vehicle was here for an appointment to no one in particular and walked over to a chair to sit down. At that point the female employee began to do an intake, came over to sit next to me to get a v.i.n # etc. I told her I was shocked by the counter service, particularly the rude male. She apologized and provided good customer service from that point. I wasn't charged for the service (ultimately a simple check of a recurring error message on car media screen). The mechanic was great. But I didn't want or need damage control, I needed a service desk person with basic customer service etiquette skills in the first place. Who the heck needs to be made to feel annoyed and upset simply trying to check in for a car service appointment in an empty room? It needlessly deflated my morning. Not acceptable, folks.
Part 2 of my critique is that information I was given when booking the appointment regarding what servicing was in order was directly contradicted during the intake discussion. It became apparent I had been over-booked for points of inspection/diagnostics that didn't actually exist. I find this disturbing, as I had a fairly long and detailed conversation regarding my concerns and what should be done on booking the appointment. Luckily for me, the scope of the inspection was reduced from an all points inspection to focus on a recurring media screen error message ($200 to $70).
I try to be thrifty and buy only used vehicles. Before I bought a used 2015 Subaru Forrester this summer I retired a used 2001 Toyota Highlander I'd had for many years. When I took the Highlander to the south London Toyota dealership service desk, literally every employee I ever dealt with there was friendly, pleasant, attentive, knowledgeable, honest and professional. The contrast of these experiences with my perplexing visit to Subaru London today is a bummer and makes me miss my old Highlander even more.