We've had excellent service from the Collegeville location several times in the past, but Steve, the manager, just permanently lost our business.
We had an appointment for repair work on Jan 12, but when I called to confirm that on the 7th, I was told they did not have the parts yet and it would take 2 weeks to get them. So we rescheduled for drop off on Jan 23, with work beginning on Jan 26. I confirmed the second appointment with Zack on the phone 2 days beforehand.
When I arrived at the shop this morning, Steve said they didn't have the parts and didn't understand why I was there. He complained about the State Farm estimate calling for after market parts and not paying for new parts. He has had the insurance estimate for 2 months, and this was a known issue. No one ever called me for a discussion of what I was willing to pay for out of pocket or whether new vs used parts were a deal breaker for me. Classic Coachworks just let the problem fester and then Steve had a temper tantrum when I showed up for a scheduled and confirmed appointment. I warned him that he was about to lose a customer of many, many years, and he sent me away.
A little bit of communication goes a long way, and this is a lesson that Steve desperately needs!
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We had an appointment for repair work on Jan 12, but when I called to confirm that on the 7th, I was told they did not have the parts yet and it would take 2 weeks to get them. So we rescheduled for drop off on Jan 23, with work beginning on Jan 26. I confirmed the second appointment with Zack on the phone 2 days beforehand.
When I arrived at the shop this morning, Steve said they didn't have the parts and didn't understand why I was there. He complained about the State Farm estimate calling for after market parts and not paying for new parts. He has had the insurance estimate for 2 months, and this was a known issue. No one ever called me for a discussion of what I was willing to pay for out of pocket or whether new vs used parts were a deal breaker for me. Classic Coachworks just let the problem fester and then Steve had a temper tantrum when I showed up for a scheduled and confirmed appointment. I warned him that he was about to lose a customer of many, many years, and he sent me away.
A little bit of communication goes a long way, and this is a lesson that Steve desperately needs!