customer service

*this blog may be copied and distributed for training purposes*
 

I am usually a pretty mellow person. It takes a while to light my fuse, but once it’s lit, IT’S FUCKING ON LIKE DONKEY KONG.

I understand the service industry sucks. From being a waitress to being a customer service rep. I get that people get pissed off and angry and irrational. I’ve taken my share of phone calls at work of people SCREAMING at me when things go sideways. I try *REALLY* hard not to be the screaming asshole.

Until I have to be.

Then I will scream and curse and light a mother fucker up.

Take my car for example. #fucktoyota

I bought a toyota a little over a year ago after my little passat got rear ended and totaled. The car buying process was TERRIBLE, but I bit my tongue. Then, two weeks later I got notice that the dealership had changed all my signed, sealed, delivered paperwork from a local credit union where I was preapproved, had the approval paperwork in hand, signed all the papers with the credit union name on them, to wells fargo because if the car dealership can match the terms and payments with another bank, they can switch the paperwork without asking. OH, and the car dealership gets a kick back for pushing paperwork to specific banks. I REFUSE, ABSOLUTELY REFUSE to do any banking with Wells Fargo.

So, I SCREAMED. I went on a twitter rant and landed in the office of the customer service rep at Toyota where I explained, politely, that I would drive my fucking car through their front fucking window if they didn’t fix it.

They fixed it. The gentleman was VERY nice. We ended up talking over a few different things and when he heard my reasoning for avoiding wells fargo he understood and told me he would talk to his sales team and make sure they understood my reasoning too and that a kick back isn’t always worth over writing the customer’s request just because you have the legal paperwork to back it up.

GREAT. THANK YOU. Well handled. Smoothed out. Happy(ish) customer again.

I’ve been driving the car for almost a year. And then I had a nail in the tire. At my next oil change I asked them to look at it. ALL I was told is they couldn’t repair it. No explanation. Nothing. Just that I need to take it to a tire shop.

I take my car into a tire shop where they explain that where the nail went through is unsafe to patch, technical talk, I needed a new tire. DO I WANT ANOTHER WINTER TIRE?

Wait. WHAT? I’ve been driving in winter tires SINCE I BOUGHT THE CAR? No one told me when I bought it that there were studless winter tires on it. _I_ don’t know the difference between a studless winter tire and an all season tire. So I drove winter tires, through unusually hot summer temperature, decreasing the life of the tire exponentially, because Toyota couldn’t be bothered to tell me either when I bought it, OR WHEN THEY LOOKED AT THE NAIL IN IT that it was a winter tire?

NOT. HAPPY. But shit happens. Bought a new tire (yes, just one, I know how bad it is) and went on my way.

At the last oil change I also let them know there’s a problem with my starter- not always, but often enough when I start my car it sounds like it’s already running- that sound when you try to start it but it’s already started? That grinding over-start noise? It does THAT.

They couldn’t find anything. To this day it STILL does it, but whatever. The theory of take a car to the mechanic…you’ll never get it to do what you need it to when there’s a chance for someone in the know to hear it. I’ll just have to take a video every time I start my car until I can catch it making the noise clear enough for them to diagnose.

So then last week I get a call: there are two recall items that I need to bring my car in for. When can I make it in.

I tell them I’ll check my schedule and call them back.

The next day I call back to schedule and I’m told there are no recall items on my car.

Wait. WHAT? What the fuck?

The gal calls me back late that afternoon- OH WAIT. Just kidding. There are 2 recall items. When can I bring my car in?

Between work, kid baseball, life, the only time I can make it in during their hours is on a Saturday.

So. Saturday (one week ago) I take my car in for two recall items. AND, while it’s here, the starter is still not right, and now there’s a grinding sound- like metal on metal when your brakes are worn out, but it’s NOT when I press on my brakes and it only happens under 20 mph.

My hour appointment (their time table) takes almost 2 hours, but I don’t mind because I figure it means they found what the noise is and are fixing it. There’s also a nice older gentleman in the waiting room that I had an interesting conversation with.

They bring back my keys and tell me the recall items are done: airbag cable and computer update. They couldn’t get the starter to make any noise and they couldn’t hear any noise from anywhere else while driving it.

Me: did you check all the brakes and tires? I just had one rear tire replaced, could that be causing it?

Tech: we checked all the brakes and tires and didn’t see anything.

Well. Fuck.

So I take my keys, get in my car, and first thing notice my steering wheel is jacked up. There’s a huge gap all the way around the air bag cover and it looks like it’s not sitting on right. I try to press it down which makes the horn go off which is embarrassing as fuck, so I head home.

GUESS WHAT NOISE THE CAR MAKES ALL THE WAY HOME?

Then, NEW FUN, as I pull into my drive way and turn the wheel a full turn, now there’s a fun dragging noise- it sounds like a cable wrapped in wire mesh being dragged across plastic. THAT WASN’T THERE BEFORE.

Monday I call the dealership and tell them what’s going on. The guy on the phone says to bring it back in. OK. WHEN? Well, we close at 4. OH. So you want me to take time off work so you can fix your screw up. not happy. He tells me it’s an easy fix. He knows exactly what the mechanic did. OH. SO THIS HAS HAPPENED BEFORE? ENOUGH THAT YOU KNOW EXACTLY WHAT HAPPENED BEFORE YOU LOOK AT IT? That’s not encouraging.

Tuesday I get off work early, get to the dealership as close to 4 as I can, pull in the bay, it’s making the grinding noise LOUD AS FUCK which echoes off the walls and the same service tech guy as Saturday says: “oh, is that the noise?”

THAT SUPER LOUD GRINDING? YES, THAT’S THE NOISE. BUT, I’m actually here for the airbag. I told the guy on the phone it’s making a dragging noise when I turn the wheel a full turn.

15 minutes.

FIFTEEN FUCKING MINUTES.

Tech: We fixed the airbag cover, and that grinding noise is your brakes. The cover on the brakes that helps keep them quiet is misaligned and rubbing on the rotor.

Me: *deep breath* did you fix it?

Tech: no. that would take, like an hour.

Me: so now what?

Tech: you’ll have to bring it back in.

Me: ok. How much will that cost?

Tech: well, since you just bought the car not too long ago I’ll see if I can do it for no charge.

Me: ok. So when can I bring it back in.

Tech: well, I’m booked all Saturday morning.

Me: SO DO YOU HAVE SATURDAY AFTERNOON AVAILABLE?

Tech: yeah. I could probably get you in around 1.

Me: *deep breath* ok. Well put me down for one then.

How did it take them only 15 minutes to find the problem this time when last time I specifically asked them to check those specific parts and they didn’t find anything??

Ok. Well. Shit happens. Everyone has an off day. I’ll just come back Saturday and get it all fixed.

So I drive home. And I pull into my garage. And what do I hear? THE SAME DRAGGING NOISE IN THE STEERING COLUMN.

ARE YOU FUCKING KIDDING ME?? SO WHAT THE FUCK DID THEY JUST “FIX”????

And so I go on a twitter rant.

Because it’s what I do.

TOYOTA gets back to me: “did a local service rep get in touch with you?”

NOPE.

Yesterday I do get a call from the local customer service gal, (knock, knock, knock) Penny.

I’m not the smartest person on earth. Not even close. But I do understand a few things. I understand that when you tell me you’ve been in the business for 20 years as a customer service rep and now you’re handling social media that means social media got dumped on you because no one knew what to do with it INCLUDING YOU. Google is almost 18 years old. Twitter is only 10 years old. Facebook isn’t even that old (I know because I have tweets pop up in timehop about switching over to facebook).

So. What you’re saying is: you have no idea what to do with me.

LET ME TELL YOU WHAT NOT TO DO:

#1: don’t accuse the person who’s already pissed off of “posting anonymously so no one can respond.”

BITCH, PLEASE. My twitter handle is my name. my avatar it a picture of me from less than a month ago. My profile has a link to my facebook page which has ALL my contact information. TWO CLICKS and you can find out EVERYTHING about me that you need to know. TWO CLICKS. That is FAR from anonymous. also, YOUR customer account has ALL my information. You have my name. you know what day I was in. you know exactly what repairs I’m complaining about. Is it THAT HARD to look at my customer account and get my information? yes, I’ll grant you, twitter is an online forum which is seen as anonymous to many people, but, since I’m one of the lucky people that cries when I get extremely pissed off, I didn’t want to be the screaming, cursing, crying customer standing in the store making EVERYONE uncomfortable. Pretty sure they don’t want that either.

#2: don’t tell me how great your brand is.

Don’t tell me that you’ve monitored by the toyota corporation and the larry h miller corporation and the better business bureau. ALL THAT TELLS ME IS YOU HAVE A BETTER LEGAL TEAM. It tells me that customers are shut down because you have a contract that backs you up when work is done incorrectly, or when your team screws up, or when any number of things happens. It ALSO tells me that I you think I’m full of shit. All your other customers are shitting rainbows, what’s my problem? It ALSO tells me that you’re so busy defending yourself, you’re not listening to me.

I try to explain to you that simple things: a multi-point inspection sheet being incorrectly filled out is a sign of a bigger problem. Your tech filled out the multi-point inspection form and marked NOTHING wrong with my car. Including the little windshield wiper box. Little green box checked: everything is A-OK.

EXCEPT THAT I KNOW MY REAR WIPER BLADE IS FALLING APART AND THE PLASTIC IS LITERALLY HANGING OFF IT. I know it’s worn out. It’s been worn out for months. I’m too lazy to stop at a store and buy a new one. I didn’t need them to tell me it was worn out. BUT THE FACT THEY CHECKED IT AS OK MEANS THEY DIDN’T LOOK AND DIDN’T DO THEIR JOB RIGHT. Something as simple as a wiper blade being over looked or, worst case, lied about, HOW CAN I TRUST YOUR COMPANY ON BIG THINGS IF THEY LIE ABOUT LITTLE THINGS?

#3 don’t talk down to me.

I don’t know that you have techs AND mechanics. All I know is I drive my car into the bay, hand my keys to a guy, and the same guy brings my keys back and tells me everything they did (or, in this case, pretended to do). DON’T BE A SNOBBY SHIT WHEN I CALL THEM ALL MECHANICS. After I’ve explained everything in as much detail as possible, TWICE, don’t say “well, help me out here.” THAT’S WHAT I’VE BEEN DOING. Don’t patronize me, don’t, again, try to tell me how great your brand is. Don’t try to sell me on your bullshit concern.

So. I have another appointment. I get to waste another Saturday afternoon in the shop. My car gets to be worked on for the THIRD TIME in ONE WEEK.

Tell you what, if it isn’t all done correctly this time, there will be ZERO question about anonymity. I WILL be the screaming, cursing, probably crying customer IN PERSON. FOR ALL THE OTHER CUSTOMERS TO HEAR.

Insult to injury: as I’m explaining all this to a friend, he asks: why do you keep taking your car back there? You know you can take it into ANY Toyota shop, right?

WHAT FRESH FUCKERY IS THIS? I took it into these assholes intent on fucking me without lube because they’re the ones that called about the recall. There’s a Toyota dealership literally ACROSS THE STREET from my work. I could have taken it into there?? I’m going to call the one across the street today to see if they can do the oil changes that were part of my purchase agreement and, honestly, even if they can’t, I’m still going to take it there from now on just to NOT go back to the same assholes ever again.

fuck toyota. fuck larry h miller.

this is my car. this is how i get back and forth to work. this is how i pick the kid up from baseball and go grocery shopping. how safe do i feel driving a car that's had the air bag worked on THREE TIMES IN ONE WEEK? pretty sure i'd rather go on a date to a mariners game (too soon?) maybe i can trade this car in for a duck boat. i don't know if it's because i'm female. i don't know if it's because they treat all their customers like shit. i don't know if it's because they're terrible mechanics or because they think they can get away with it.

all i know is FUCK YOU. this is my car. i'm paying a fuck ton of my money, every month, for this car. i want it to be safe. i want it to work properly. i want broken things to be fixed, RIGHT, THE FIRST TIME.

i want to be heard as a customer. i want to be listened to by the mechanics.

what i REALLY want is to drive my car through the fucking plate glass window at the dealership, get my loan cancelled, get my original down payment back, and go find ANYONE ELSE to buy a different car from.

but i don't have bail money. and i don't want to have to buy another car.