Not happy for my first servicing at Smart center Coral Gables

[alecadi]

I had an appointment yesterday morning for servicing (1 year) my smart passion coupe and for the upgrade 2.0 at Coral Gables Smart Center in Miami.
.
I left the car at 8:00 am, filled the form on the key envelope indicating the requested 1 year maintenance (cross in appropriate square) , indicating the upgrade, to check the automatic windshield wiper and after filling the form completely, I put the service booklet in the envelope with the letter I had received about the upgrade.

I had the pleasure to be droped at my office by the courtesy car
I called around 4:00 pm to have news and was told by the receptionist that my car will be ready at five and I requested the pick-up car.
At 5:00 pm exactly the pick-up courtesy car was at my office.
So far, so good everything was very professional and smooth.

I arrived at the garage and my car was there waiting for me.
The young lady at the reception was very professional and told me that the invoice was not ready but that she will sent it with all details of what has been done on my car in order not to make me wait.

I paid, get to the car and look for the service booklet. Not there.

I went back to the receptionist and ask for the booklet.
She didn't have it and call to the Mercedes Service.
After quite a while I was told that they have the booklet.... BUT that my car has not been serviced as scheduled for unknown reason

I WAS ABOUT TO LEAVE IF IT WAS NOT FOR THE BOOKLET.
I WOULD HAVE DRIVED A CAR NOT SERVICED FOR ONE MORE YEAR BELEIVING THAT EVERYTHING WAS IN ORDER.
SOMETHING IS QUITE WRONG IN THIS ORGANISATION: HOW COME THEY LET A CAR GO WITHOUT BEING SURE THAT THE JOB HAS BEEN DONE AND HOW COME THE SYSTEM LET SOMEBODY PAY FOR SOMETHING NOT BEEN PERFORMED.
THIS CAN BE VERY DANGEROUS IN OTHER CASES LIKE BRAKES REPAIR ETC.

Finally the servicing was done on the spot while I was waiting and I have been reimbursed as a compensation, but nevertheless this is not acceptable at all.

On top of that, concerning the upgrade nobody explain to me what was done and what was the new operation of the gearing. I had a new manual where I cannot find what is the new operation of the transmission.

I'm now an unhappy customer.

Alec

PS: the young lady at the reception has been very professional in handling that problem where she has no responsibility at all to the contrary.

[Jordon]

Wow, I would be upset too. At least they tried to make up for it.

ps. May want to proof read before posting, kinda hard to read.

[forestacademy]

Originally Posted by alecadi

On top of that, concerning the upgrade nobody explain to me what was done and what was the new operation of the gearing. I had a new manual where I cannot find what is the new operation of the transmission.

.

You should have been given a card like this to explain the shifting changes



If clicking on them doesn't bring them up, then go here
http://www.smartcarofamerica.com/gal...mages.php?c=45



One of the big advantages of the stand alone smart centers is one on one service.
No service desk to check in with and then things get handled by an unknown mechanic
At our smaller Milwaukee dealer its just one guy. You come in, tell him what you need and HE makes it happen himself. No middle men.

[alecadi]

thanks for the documents
Alec

[Jim R]

They made a mistake and compensated you for it.

[alecadi]

Originally Posted by Jim R

They made a mistake and compensated you for it.

All is not solved by money...

[LAMINI]

Sounds like they tried to outSmart you.

[John_H]

I am impressed with how badly a service department can perform.

Thank goodness I have Smart Center Portland!

[pabille]

I'm sure there are some gems out there but I've been to two Smart centers and talked on the phone with three others. The phone calls and both visits were less than desirable experiences. One actually told me after the visit that they had received several comments about service and that they were trying to change for the better.

Unfortunately, Smart USA or PAG hasn't ingrained from the top down that service is the key to customer loyalty and repeat customers like some other import makes stress. With the economy the way it is and auto sales tumbling and like that one Smart center that talked to me, they'll have to change to stay in biz.

I have noticed that individual dealers of other makes are considering this idea. My usually bad service experience at my local Mazda dealer, which is also my Ford dealer, this time was a pleasant, attentive and timely experience. While waiting, I noticed the new car lots were full with idle sales staff. Could this be desparation time? Forget sales! Let's concentrate on service and bring the customers back.

[fpage77]

I'd be checking that they put oil in the car after draining if I were you. I don't think I could put my trust in a service center that "forgot" to service my car and then charged me for said service.