Immature Service Expectancy

<p>I am writing this on behalf of someone whom I treasure and value, but is to polite to actually say something about this.<br /><br />My friend clearly has no hearing problem and from Sunday her car was making the most terrible noise when braking. We both went out for the day and I was driving and I immediately said to her to book the vehicle in because the brakes are finished. <br /><br />Monday she phoned for an appointment and even asked if she could have the vehicle back on the day of the booking at a certain time as her son is playing his last rugby match for the year. Very helpful and good service when booking in the vehicle this morning. After the morning passed she got a phone call to say that "your vehicle definately needs brake pads and discs, but unfortunately we do not have stock and it will take 3 working days for it to arrive and then we can only make the next appointment"</p> <p> </p> <p>When she returned to the dealer the service advisor in a very mockey way said to her that they must first determine if it really is the brakes, but she can now confirm it, but unfortunately there is not stock. OK, so my question is - where does customer service come in. 2 people who actually knows vehicle identified that it is the brakes by Sunday already. When the booking was made, does the service advisor not check stock with the parts department. And why is the client not advised that there is no stock. <br /><br />So what happens next. The old pads and discs are put back and the owner must now drive around with her 3 kids with brakes that are totally metal to metal. I think this is pathetic. The parts department must have standard stock in stock - eg brake pads, discs, pad sensors, oil, air and fuel filters, etc. Is this not normal day to day things that gets used regularly.</p> <p> </p> <p>If she was still driving a limited edition vehicle I would understand. But let me tell you further. In the last 2 years that car was with your dealership more than 6 months in total. Because every time something goes wrong, the car must stay there for 2 to 3 months. Last time they ordered the turbo hose wrong twice. </p> <p> </p> <p>SO well done to a dealership that clearly does not have any Service Expectancy towards their clients (who by the way actually pays their salaries) and to have a little bit of a attitude if a women tells you her brakes on her vehicle is finished. There is a little lesson in life - give good customer service and the customer will always be loyal towards you. I think it is time to look out for another brand of vehicle. Renault vehicles are excellent cars - wish their staff was as compitent as well. </p>