Several lack luster service experiences here. Disappointed with the attention to detail - seems like the service department is over worked and/or under staffed.
Recently I brought in my car with clear instructions to repair or replace a set of tires that are slowly leaking air and to replace a headlight. I miss a call from them 2 hours after I drop the car off and I call back seven times over the next three hours, leaving messages for the tech, unable to connect with my service technician because he was 'with another customer' every time. He never called me back, either. When I pick the car up they told me they didn't install new tires because they wanted me to approve the new tires. Insultingly, they didn't even inflate the tire with low pressure and I left with the warning light still on! Needless to say I'll be looking for another service dept for future needs.
Ways to improve:
1) The service receptionist could have asked me whether or not I wanted to pay for new tires (even though I had already said I wanted to!). Why do I need to vainly attempt to reach a service tech to approve a fix I know I want?
2) Better service departments reach out by text, email, and phone - the lack of a call back (or text!) cost me another day of trying to replace my tires.
3) calling to schedule service is as rigid as booking online, however if you're at the service desk they find little ways to 'squeeze' appointments into the schedule - it's frustrating to know there is a rigid gatekeeper to a flexible process.