If the need is immediate and voicemail is what you're given, call back to the front desk and underscore that you feel you need this resolved quickly and you haven't had good success with voice mail.
If you don't get quick satisfaction, ask to talk to the General Manager of the Smart Center. The GM is the next in command. Going straight to the top rarely does more than alienate people like Schembri from the people he effectively works for: Smart owners.
Written communications have weight but it's just as easy to lose a piece of paper as it is to lose a voice mail. Many modern voicemail systems require an active delete to get rid of a message so the recipient will be reminded unless they listen and purge. For some people email might be more effective than voicemail especially of you promise a reminder note when they open, at lunch, and an hour before they close until you at least get a response.
It takes one person (an inattentive service guy or a receptionist who doesn't know someone's out sick) to screw things up for an entire group like your Smart Center. It's not typical for everyone to be as disrespectful or forgetful, ar mixed up as you may have encountered.
Good luck in getting your situation resolved in a timely manner.
This is more work than should be necessary for the customer...
Yes, sorry, I should have phrased it differently... "go up the food chain, all the way to the top if needed." I've said before that going straight to the CEO of a multimillion dollar company is not good when multiplied by thousands of customers. There is a structure in place. If you're not satisfied with the response you get at the bottom, go up until you do get a reasonable response. I've read a few posts here that were of a service manager or tech being stubborn, then a call to the GM resolves the issue. The GM is the person most likely able to get results - he/she is local to the dealership and has immediate control. I don't think they 'answer to' Dave or Smart any more than a locally owned Subway sub shop reports to the corporate office. But if the problem is with the 800-SMART-USA, that's at the corporate level, and hopefully that phone # goes not to Dave's personal cell phone but to a hot line created specially for hot issues/angry customers. If they get too many calls complaining that the 800# isn't helping, the 800# support manager will have to improve things.
You know... my VUE has a suspension noise. I think I am going to call Rick Wagoner (CEO of GM for those who don't know) and ***** a little.
If you have a problem, go through the chain of command at the dealer, involve the BBB if needed, then call smart corparate, and then at the last straw email Schembri.
Thats what I did. dealership wont do anything, went to s usa, said they were forwarding it to regional. Never did.
Your talk early in this thread was that you got forwarded to the service person's voice mail and never had the call returned. It sounds like you may not have told us the extent of your discussions with your Smart Center.
So my apologies if you've done a significant amount of work trying to deal with the Smart Center and some of us are suggesting you go back and do that again.
I went up the chain. I didn't want to go thru the details here is all, and its more a complaint about the ordeal and how they treet the owners here more than anything.
If it's your alarm that's a problem and you think you can't lock the car without setting off the alarm, you can disable the movement sensor that might be malfunctioning. See Faulty alarm???? for instance.
This is one of the reasons this board is so helpful: often problems can be made smaller so dealing with a not-right-away issue can be tolerable.
There are so many things, I don't have the paitence to list them now. I'm going to send him an email with all my conserns because I can't thinj 1st thing in the mornung.
I know it may be far but you may find it more effective to schedule a meeting 1 on 1 with the Band Manager and Gm in PERSON. Even if its 200 miles away it may be worth it to help you come to a resolution in a proffesional manner.
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someone is going to get alot of spam.
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