| rev:text
| - Ok, here's the deal:
My trusty lady was getting up in years (14yo) and I needed a safe, reliable vehicle for work to drive around the Valley in. An outdoorsy, adventurous Subaru (that also fit all my equipment in the trunk) was exactly what I was looking for. My sales guy was fantastic, even took me out on a winding road so I could feel how the Forester handled. The Business Manager was also fantastic & helped me schedule my first maintenance appointment in advance (6,000mile/6month). My entire sales experience was 5 stars & I left with a great car, at the right price. This review is NOT a sales review, but a SERVICE/MAINTENANCE/SCHEDULING review.
Recently, I wanted to purchase some accessories & include the installation with my existing appointment (the appointment we'd scheduled back in May & that I'd received 2 email reminders for). So, I called my sales guy to try and give Subaru my money, but was rushed off the phone, and given a number to the Parts department. I guess selling/leasing vehicles is his only focus & my wanting to go back to him... you know, just in case he could earn more commission... was not something he had time for. Regardless, I called Parts for a quote of the accessories & their quote was about $100 more than if I just ordered them online & had them shipped directly to Camelback Subaru... so obviously, I decided to order online. At least the Parts guy agreed that was the best option. Then, I asked him to transfer me to Service to get a quote for the install & confirm it could be added to my existing appointment. I have no idea why you can't call one number for all quotes, anyway he transferred me. I got their voicemail, so left a message requesting a quote for the install. In the meantime, I went online to see if I could just add the install to my existing appointment & save myself the phone tag. I was able to get through all the steps, but then I couldn't choose an appointment time. It was listing all the available times, but I couldn't click on any of them. So, I waited... and waited... and not wanting to delay the accessory order & potentially not be able to get them delivered in time, I just went ahead and ordered them & chose to have them delivered directly the Camelback Subaru. 2hrs later, I finally reach the Service department and spoke to a girl who could only schedule appointments (not provide quotes). So, I ask her to just go ahead and schedule the install for the same time as my existing appointment. Her system didn't show me having an appointment scheduled. How do I not have an appointment in the system?!?! So, I had to schedule a new appointment, at a different time than my original appointment. This entire process was super annoying & definitely does NOT make customers feel very important. It really made me feel like their service ended once I signed a contract... like they got my money for the lease & then they didn't really give a poo (you know the word I really mean). Perhaps they need to update their system(s) so everyone can see the schedule & what the appointment is for... and make their quoting system available across departments so customers don't have to call 3 different numbers to get info on parts, service, and scheduling.
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