Wife took car in for OBD State Inspection on 10/08/07. Left car and provided phone as contact. Repair shop called and stated car was ready and gave no additional details. When my wife shoed up to pick up the car, a very rude service manager 'Alec' told her the car needed additional repairs and had failed the inspection. My wife called me at that time and when I showed up and asked for details, Alec became even more rude and reluctantly stated the accessory belt was defective. He stated that was a safety issue that would have to be resolved in order to pass the emmisions test.
As an aircraft engineer, I asked why wear on an accessory belt would constitute a safety issue. As stated by the name 'accessory' belt runs accessories and would should not be labeled as a safety issue... Worst case the belt goes and the AC and alternator would stop working with no safety concerns. I stated that this issue sounded like the typical fish and hook game. At this, Alec blew his top and started cussing and using the 4 letter word told be to get out or else. This lack of manners should not be allowed at any work place, no matter how tough or stressfull his day had been. Alec started yelling at the topof his lungs and was overheard by all at the station.
At this time I also got upset, told him to charge me for the services, paid and got out. I subsequently took the car to a different garage where the inspection passed with no issues. The alternate shop stated I should consider replacing the belt to avoid future hassel, which I did... As always, it is not what you ask, but how you ask and explain an issue that makes all the difference in the world. I will not only NEVER take my car into the mentioned Shell shop again, but will NOT STOP telling all I can about the terrible customer service that was provided me and my wife on 10-8-07.
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