Disastrous service at Smart Center - SF

[starlord]

****** ******, the service manager, should hear about this SNAFU that you experienced, please call the service department and ask for him by name, if you haven't spoken to him already. For years he was the only person at a dealership that I would trust with my MINI, and now he takes excellent care of my smart car.

I do agree you need to use the P setting in the transmission along with the Parking Brake, and California law states that you must turn your wheels into the curb to prevent runaway vehicles. I use my parking brake in the garage even though it's relatively flat. Here, go to a flat surface, put your car in P but not the parking brake. If you can push the car without some resistance then there is something wrong and that needs replacing. Let them know.

In summary, sounds like they goofed. Good thing nobody was hurt. Now let's have an update and tell us all what happens next. Unless it's just your point to stir us all up into a frenzy until we march across the dealership with torches and rakes demanding their soul..

1.) What did they do when you reported this to the manager? Did they apologize?

2.) How did they rectify the problem? Did they treat you well and apologetically, or did they thumb their nose at you and tell you to go away?

There's been some changes at San Francisco lately, Bill Scott, who has been brand manager since Desiree returned to the Benz area of the dealership, will be departing so that he can spend more time off with his family and friends. I will surely miss his constant attention to detail and admirable disposition. I did meet the new brand manager and he seems like a considerate fellow. A different dynamic than Bill, but we'll see.

But I digress. Please let us know how this all pans out. I don't think your point is to start an anti-SF bashing session, but I do understand your frustration having had bad service --- NOT AT SMART, BUT ELSEWHERE -- in the past with other cars that I've owned.

[jimvw57]

I picked up a company car that had the brakes redone. (escort ) and I drove it 200 miles to another state on a service call. When I went to stop at a Hardee's I ended up going around the building 3 times before I could stop. They forgot to attach the Emergency brake, and one of the brake lines was leaking. They forgot a gasket. It wasn't too bad going down the interstate but in town it was a bit hairy. I was a bit displeased to say the least. I drove it back with a quart of brake fluid and refilled at each stop.

[SmartAzz]

Boy, that is disturbing and not confidence inspiring considering that apparently the techs screwed up on two visits to deal with two different problems in such a short period of time

[Piccola]

Sounds like the new brand manager and the service manager need to get together and retrain the smart service techs! One instance is a goof - two is just plain scary! I've had one occasion to use the service department in SF and the results were satisfactory, but not an example of outstanding service - but the repair was sound. Now, I might consider if Sacto wouldn't be a better choice for any work done! SF - are you reading this??

[circusgurl]

I had a couple of problems with the service department as well. I finally e-mailed everyone and "yelped" them. That got a return phone call and they immediately took care of my problem. Hopefully, they have learned their lesson.

[smartmgr]

If any one of you have service problems at other dealers, please try us at Smart Center of Walnut Creek. You are free to talk to me (Service Manager) and my tech about your vehicle and it's concerns and service needs.

[Turbo42]

This sounds like our service department in Tampa terrible. Our service writer is the worst of them all

[paroyboy]

what is the average amount of "smart" training a tech gets? I assume most are already working on MB's at the dealership and undergo a course of traing on smart. Is it a couple days, a week, a textbook to study? I wont defend the mistakes as they both could have been very serious. If both incidents were done by the same tech, maybe they should be sent for training again.

[Turbo42]

I do all my own work I can get things done much faster than them

[SmartAzz]

Any more updates on service? I really want to avoid the nightmare that can result from careless mistakes, improper treatment of the car, or lack of skill/adequate knowledge.