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| - I wouldn't generally go to this extent, but according to my wife that manages in a customer service based industry, she urged me to share my experience as she wishes more would do so for her. The good, the bad, and the ugly....
The good: I'm not generally a Pep Boys customer but thought I'd give you guys a try. I was guaranteed that when I dropped my truck off on a Sunday afternoon that the new tires would be installed and my front-end alignment complete by 4pm that day as I had to go to work. I showed up at 3:50pm and one tire was off.... Kind of a bummer as I had a bulged tire, but needed my truck nonetheless. I was very reasonable and could see that the store was extremely busy. Mike the manager was a very calm understanding individual that told me he'd give me a better deal if I came back to get the tires. I made an appointment for the next day. He's was extremely understanding and is the reason I decided to come back.
The bad: two hours before I came back for my appointment I received a voicemail that stated the alignment techs leave at 5pm so I'd need to be there at 4pm to complete the work. I arrived at 4:07 and was told that due to 3 vehicles being before me that the alignment couldn't be accomplished. Fairly frustrated, yet calm, I spoke with Mike again and he thanked me for my patience and rewarded it with a discount on the alignment. So I got the tires done and made and appointment for the next morning to guarantee completion. (I'm typing this as my alignment is being completed)
The ugly: This next point is why after this service I will unfortunately probably never visit this location again. A customer service employee by the name of Sergio made me want to walk out of the store/ loose my mind with the way he was treating me, belittling fellow employees, and undermining his manager in the presence of other employees and customers. ABSOLUTELY UNACCEPTABLE! To the level at which he took his poor attitude, made him not only an extremely poor employee, but a bad person overall. Examples: 1) He belittled another employee (I believe Bob, older man) that he doesn't know how to do his job and can't set an appointment correctly. Then proceeded to complain about how he had to do Bob's job and his and nothing could get done, in front of me, yet didn't offer to show him how to do it. Yet he "guaranteed" my appointment that could not be fulfilled. 2) When I tried to pay my invoice after my tires were installed I had a question about the road hazard warranty and Bob had a question where to find a link/literature that I was asking for. He then began to belittle him again and zeroed my invoice and had to start from square one. During the process I repeatedly asked for a pamphlet or literature on the road hazard program and the only thing he could come up with was him giving me his "word" they'd be pro rated. Ha! This persons word is as useful as a poopy-flavored lollipop. Due to his actions I declined the $89.99 road hazard warranty. Again, this was due to his actions alone. I can only imagine how much capital this could cost a company in the long run.
And the icing on the cake with Sergio... 3) as he "re-did" my invoice, I could sense his disgust and my anxiety soared. He him n hawed and sighed the entire time. When he (Sergio) originally "fixed" my invoice it was $110 more than the original invoice. As I explained he remembered the price match he included on my invoice the day prior. Then when I explained that I was to receive 20% off he threw his hands in the air and exclaimed how the store will lose money with these "handouts". He couldn't believe his manager would be "dumb enough" to offer 20% off on top of a price match. The only thing his manager may be dumb for is keeping him, Sergio, as an employee. I'm embarrassed for your company, and the other employees that have to work with this person everyday.
As a former member of the armed forces that knows a thing or two about teamwork, this individuals undermining and lack of teamwork are detrimental to any teams success.
Thanks to Mike and Bob I may be back. I can't decide if their courtesy and humility can outweigh that of your bad seed, Sergio. Hope this finds the correct person.
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