Here is a copy of the emails I sent and received from the area manager concerning my situation. You'll note that first he pleads innocent and actually takes a defensive posture against me because I have been in this industry for a number of years (never worked for this bunch), and then he does a 180 degree turn-around and says he'll investigate. As of today, tomorrow has never come for this guy.
I recommend you go ONLY to Goodyear Corporate stores like I will in the future. At least when THEY screw up, there is some accountability.
1st email:
From: Bubba G
Date: Sat, 6 Sep 2008 14:32: 00 -0700 (PDT)
To:
Subject: VERY Unhappy ex-customer!
To whom it may concern: Refer to Invoice XXXXX, 8/28/08. I took my wife's car to your Stone Mt. Location for service, and I am very dissatisfied with your level of service. Your tech, #076, pulled the car into the bay quickly enough, but then it sat there for 10 minutes before it was ever put on a lift. After it was in the air, he pulled ANOTHER car in to bay #1, which came in AFTER me, and proceeded to do an emissions check. He'd work on my car for a few minutes, and then go back to the other car.in all, it took 50 minutes to do an oil change, balance and rotation. He didn't bother to check the air pressures in the tires until I asked him to, which was right before he backed my car out. But that's NOT the reason I'm writing this... On the invoice, a BATTERY CHECK was listed. No battery check was done. No vehicle maintenece check was done. Check the back of your invoice for verification. What has me SO pissed off at your location is because on 9/5/08, I had to DRIVE 30 MILES TO JUMP-START MY WIFE'S CAR BECAUSE OF A DEAD BATTERY! My wife was upset because she had to wait for me to get to her on a Friday evening to start her car so she could get home. I was upset because if I had known her battery was 3 starts from a failure, you might have made a battery sale (which has very nice margins!). But noooooo. Your tech was more interested in getting my car in-and-out because I used a $14.95 coupon as an incentive to try you out. What do you think the chances are that I will EVER use ANY of your locations again? (HINT: Slim and NONE, and SLIM just left town!). I am also forwarding this to Goodyear Corporation so they can get an idea of the level of service your company provides. Goodbye, and good riddance! Bubba Gump
His response:
Bubba, I do apologize for the issue with your Battery, however from your time working with another Goodyear Dealer, I am sure you know that we are not in the Quick Lube business and 50 minutes on a Saturday in a 6 Bay shop is perfectly acceptable, also from your experience you would surely know GS' work on several vehicles simultaneously. P.S. If the vehicle was 3 starts away from the demise of the Battery, why didn't you have it replaced. I would be happy to talk in person if you feel it is needed. Shawn Murray
Sent via BlackBerry from T-Mobile
My response back:
I did replace it... Right AFTER it died. Don't you think knowing that in advance would have been helpful and would have saved me the aggrevation of having to do a road service call? You imply that I knew the battery was weak before the incident, which is absurd. And to your other response, there were only 2 other cars in your "busy" shop at the time, so, no, I'm not buying that excuse. I'm ofended by your "quick-lube" remark. For the time it took to do the oil change, all I GOT was a "quick lube" service. NO inspection, NO battery test. Nice to see that you're taking a defensive posture. I'm so sorry I was a problem for your guys. Won't happen again. And I'm surprised you have a GS do oil changes and emissions checks. Maybe having a GS work on several vehicles at once is a recipe for disaster. One lost engine will surely change that policy. But, maybe you don't mind taking that gamble. Your business, your business expense. And no, thanks. We don't have anything to discuss. You made your position pretty clear. I'm an idiot, and your shop didn't do anything wrong. Nice attitude.
His response:
Bubba: I apparently misunderstood your situation with the Battery, I thought you were telling me you knew it was bad. I will do a complete investigation today and let you know what I found tomorrow.
Thank You:
Shawn T. Murray
Director Retail-Commercial Sales
The Nextire Group
3589 Memorial Dr.
Atlanta Ga. 30032
Tel: 404-992-1126
Fax: 404-284-0493
E-Mail: [email protected]
As of 11/10, I'm still (not) waiting for tomorrow to get here. Do yourself a huge favor and only use corporate stores. They have a customer service department that actually DOES give a damn.By the way, I changed my name; not his.
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