Low mileage on our Mazda resulted in the annual service date being pushed out from the April purchase month to July, so the last "free" service was booked in around 1 year after the previous July service, only to be disallowed due to it being past the 4 year period ending April, and entirely for our own account. How wonderful it may have been if a service adviser had taken time to call and suggest we book our car in prior to expiry of this warranty. That would have really cemented trust and loyalty.
We nonetheless serviced the car, only to find that various poor service attributes were noticed and the car was returned the following morning.
It is PURELY due to the caring and professional manner in which the Service Manager, Mr Jerome Beyers listened to our concerns, followed up and immediately set about rectifying the errors that some confidence and trust was restored in the dealership. Without the assistance of this sensitive and dedicated staff member, i do not believe we would ever have returned for any service.
Well done Jerome, your positive customer attitude and determined desire to rectify poor service is a glowing example to the group. Keep it up and a big THANK YOU!
0 comments