smart center Chandler

[shotgun1897]

Phoned smart Chandler today and it rang and rang and rang. Called back and got transfered to parts where someone pickup the phone and then hung up.

Called back and got transfered again and hung up on again.

Phoned the third time and was a little stern with the receptionist about what I thought. She told me they were have phone issues??!!

When I got someone in parts to answer the phone without hanging up they put me right on hold. After a 90 second wait I was able to asked about an order I placed 11 days ago that had yet to arrive and my request for information on the order I had made 3 days ago that went unanswered. I was finally told the oil filter I ordered was ship to my work address as requested but was refused.??

I am in charge of the shipping and receiving department and we NEVER refuse anything. When I asked who signed for the refused shipment the signature was unreadable?

A dealership can be this poor when they have customers waiting in line but the line will shrink fast if this is the level of customer service they are going to provide.

cc:smart center Chandler

[teapots]

Originally Posted by shotgun1897

Phoned smart Chandler today and it rang and rang and rang. Called back and got transfered to parts where someone pickup the phone and then hung up.

Called back and got transfered again and hung up on again.

Phoned the third time and was a little stern with the receptionist about what I thought. She told me they were have phone issues??!!

When I got someone in parts to answer the phone without hanging up they put me right on hold. After a 90 second wait I was able to asked about an order I placed 11 days ago that had yet to arrive and my request for information on the order I had made 3 days ago that went unanswered. I was finally told the oil filter I ordered was ship to my work address as requested but was refused.??

I am in charge of the shipping and receiving department and we NEVER refuse anything. When I asked who signed for the refused shipment the signature was unreadable?

A dealership can be this poor when they have customers waiting in line but the line will shrink fast if this is the level of customer service they are going to provide.

cc:smart center Chandler

I seem to remember that Tracy had mentioned that she was off on Sunday and Monday. I don't know if the rest of her crew is off also. Any time that I had called and she wasn't in, I would at least get a voice mail, so they may have been having phone problems today.

Also, how did they send your parts? USPS, UPS, FEDEX. For UPS and FEDEX have them give you the tracking number and you can go on-line and check out the signature yourself. If there was a tracking number for USPS you maybe able to do the same thing. I'm not sure.

Teapots (waitiing patiently)

[shotgun1897]

They us a local shipping company I had never heard of, AZ overnite+-. I just phoned the Mitsubishi dealer with the part number from this list and they will have the filters in 2 days.

[Phxbird57]

Originally Posted by shotgun1897

I was finally told the oil filter I ordered was ship to my work address as requested but was refused.??

Was this oil filter for the smart car? If so does that mean we need to order from the parts department at the dealership and these oil filter will not be available in local auto part stores? Just making sure I have my ducks in a row when the time comes.. I guess I should also check into a air filter.. I live off a paved road which means I have almost a mile to drive on a dirt road which mean my air filter may need changed out earlier then usual.

[CruisingAZ]

I went in on Sunday to show my wife the smart (she likes it) and they had at lease 6 people working inthe showroom. Tracey was off but things seemed normal around 4:30 pm.

[Smart AZ]

I too have had questionable customer service at smartChandler on several previous visits. However, I spent some time there and a test ride Monday morning and feel a little more comfortable with the place. Now I compare it to the MB side of house, which has always been spectacular and I didn't even purchase the last two Benz from them.

I really don't like the waiting (reserved May and confirmed in Dec) together with the vague, "cookie cutter" answers to my questions and concerns.

It really seems like more thought could have gone into the process at the dealer level and made a better attempt to keep the customer informed, excited and desiring to hang in with the process, for what amounts for many to be an "extra" vehicle and frankly another toy for many of the potential buyers.

[nkaz]

I think they've been really good at keeping up with emails, phone calls, and gave us all the time we needed when we went in for our test drive. I'm impressed, considering they're basically a new dealership with all new employees and a brand new product.

[teapots]

I was at the smart center Chandler over the weekend. As you can see it had been raining but those smarts didn't care. They looked proud to be out in the open so everyone could see them. There were also more cars inside. I was finally able to put a face with a name for Tracy and Sean. Both were very cordial, informative and were able to answer my questions. I even took one of the smarts for a test drive. Because of the weather and another appointment, I just wanted to go around the block.

Oh, by the way, whomever the smart belongs to that had a special paint job done, it looked great...they did a good job and you should be happy (I know I would be...) I am really envious now!

Teapots (waiting patiently for my 30 day email - and another test drive)