I bought my convertible a little over a year ago. Car has not given me any problems but since I bought the extended warranty, I have been taking it to Raleigh for service.
One of the rear windows needed to be fixed as it was catching when I would put it up or down. I told the service department about it and with the payment of my deductible they would fix it. Of course, it took them 2 days to get approval from the Warranty company that all this time I thought was Carmax, but come to find out was a third party. They had my car for over a week without any offer to get me a loaner.
That was beginning on the 20th of May, and I didn't get it back until May 29th. I put the top down and drove home (apx 20 miles) - when I tried to put the top back up it was clear that something they had done to the panel on the right side to repair the window was causing the top not to operate properly.
I immediatley called the service department and one with the service dept manager, but it was after hours so I left a message. When I hadn't heard from anyone in the service department by noon the following day. I began to call them. A couple hours later, I was calling the general manager to get results. Surprisingly, 10 minutes later I had the service manager calling me.
The EARLIEST they could get me in was the following Tuesday (June 3rd). I tried to get them to understand that it was inconveniencing me to have to bring my car back to them - but received little in the way of compassion. I went ahead and made the appointment for 7:30 A.M. On the 3rd.
I arrive for my appointment, a technician took a look at what was going on and said he'd ordered a part that should be there the following day. I called them when I had heard nothing from them by 5 pm. All the voice on the other end could tell me was that the part was still on order. I waited until the following Tuesday (today, June 10th). I called and as usual was sent to voice mail, I left a message asking them to call me back with a status.
A few minutes later one of their people called me back to schedule and appointment. The earliest they could get me in was the following Monday. (June 16th) I let them know that that was unacceptable and asked to speak to the service manager. I don't think that it unreasonable for me to expect the repairs on my car to come ahead of other people that have appointments for service. After all, I would not have to have this repair done if they had done the job right the first time.
The service manager finally agreed to get me an appointment for 7:30 A.M. On Thursday, June 12th but advised me that I may have to wait there all day since there would be other cars ahead of me. I informed him that I would be taking this WAY over his head, since it doesn't seem right for me to have to wait at all. He tried to get me to bring my car in and drop it today but told me they would not be able to get to it for several days. I told him the only thing that would satisfy me at this point, would be for me to drive my car to them and have them fix it right now. He finally said that Thursday is the best he could do.
Working in a service/deliverable industry myself, I would not have a job if I treated people the way that this "service" department operates.
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