| rev:text
| - I had made an appointment for regular service on my XC90, along with the fact that I knew the front brakes were wearing thin and I had a peculiar warning coming up on the car's computer system. I arrived on time and got the car checked in. I was told it would take a couple of hours, and I sat down with my book and my laptop to read and work.
Hour and a half later the service clerk comes up to me to say what the problem is, and it's sensor related. He tells me it will cost a thousand dollars to fix. I'm stunned. The car is not that old, however (lucky for me) it did just run out of warranty. Anyway, I asked for an explanation and I was told that, "um, it's for a sensor, for when the car rolls over and it's near the airbag so it's mostly labor." I don't know what that means. But I wanted it fixed, and I was willing to pay, so I said go ahead. How long, I asked, will this take? Another hour or two he says. I roll my eyes and settle back in, prepared for the long haul. He comes back and tells me it will in fact be 3 hours. Okay, I say, still understanding that doing things right takes time. The total timer here is going to be 5 hours.
30 minutes later, he comes to ask if I want a rental car on the house. I appreciatively say yes. Then, the rental car doesn't show up for another 45 minutes. Now, I know beggars can't be choosers and that this may not have been under the shop's control, but once the mechanic diagnosed a problem (when the clock was at 1.5 hours) and the shop ascertained that I would be dropping close to 2 grand, it seems like these kinds of things would be thought of. Never mind; I appreciated the thoughtfulness. I arrived at home over 3 hours after I dropped off the car. Around 2 hours later, I received a call that the car was ready and would be available at my convenience. Great. I made sure they would be open in time for me to pick the car up in the morning before work. I arrived at 8am and was told that my car was being test driven. Now, why on earth would they wait until the morning to test drive it after calling to tell me the car was ready? After the test drive was finished, the car was sent to be washed. Again, I appreciate the wash, but it was nearly an hour after I had arrived that I got my car back. So, late for work and 2 G's lighter, I found myself disappointed with this shop.
Bottom line: I know I should expect to pay a premium for getting work done at the dealership. My assumption that attention to detail and customer service would come along with the premium cost. Not so much. I'll be looking for a good non-dealership mechanic from now on.
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