Kohlar Auto

Poor service turned to excellent service

I would like to share my experience of dealing with the service department that started off exceptionally poor to excellent. I realized that my owner's manual was not in my vehicle after the vehicle was booked in for a service at the dealership. I phoned in and spoke to Barbara in the service department. I explained my concern and problem to her and she promised to ask around in the service department about the booklet. She phoned back 2 days later and confirmed, she asked around and nobody knew anything. I asked her how we would be able to solve the problem and she just stated, that nobody knew about the booklet. I asked her if I should escalate the matter to management or would she. Her response was just, that nobody knew about the booklet and there is nothing she can do. I managed to raise this enquiry with the service manager, Dareen. He was open to try and find a spare booklet for me and also assisted with a technician to set the vehicle clock with no charge. I endured a pleasant experience dealing with Dareen and Sue at the dealership and my faith in customer service has been restored. Thank you to Darren and Sue for turning the tables on the customer service in the branch. You are appreciated.