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Customer Service Hell

I am currently in Customer Service Hell, from several companies. Most likely, I will vent about it more later, when I have time.

Let me simply vent now by saying that I spent my entire (long) lunch break today at the car dealership trying to get our keys programmed. They said it should only take a few minutes, but when I showed up, no one could figure out how to get it done properly. The guy in the service department who did it at first eventually handed me off to my salesman who would be able to "demonstrate proper use of the feature" to me. I had to wait about 20 minutes for the salesman to finish with another customer and talk to me. The whole issue of the keys bewildered my salesman, who took my phone number down and told me that he'd call be back when he figured it out. When I drove away, the keys worked the exact same way they worked when got up this morning -- nothing had changed.

I spent about an hour and a half away from the office trying to take care of this problem. It's the second time we've been to the dealership to have the keys programmed. Most likely, I'll have to take it back. And this is from a company that prides itself in the overall ownership experience. A formal letter of complaint is most certainly in the works.


( 3 comments — Leave a comment )
Oct. 16th, 2003 07:44 pm (UTC)
This is a VW, right? Consult the owners manual on the proceedure to link a "key" to the car. It's kind of odd, but that's the way it works.
Oct. 16th, 2003 07:54 pm (UTC)
No, it's a BMW. The owner's manual says to take it to the dealership when you want to get the keys linked. After watching the guy "fix" it today (it took him less than a minute), I realized it was something that I could do myself if I knew how. I did a quick search on the internet and found a page that described how to do it. So I tried to do it myself earlier tonight. Everything appears as though it worked -- I got the "confirmation" in that the doors locked and unlocked after I finished programming them, but the keys still didn't link. Perhaps the electronics in the keys and/or vehicle are faulty. At this point, I'm about out of ideas.

The fact that I don't trust our salesman farther than I can throw him doesn't help. I'll be talking to the general manager of the dealership next week.
Oct. 16th, 2003 07:44 pm (UTC)
Boy, do I have some Customer Service nightmares which I could share...

I won't go into them here, though. Just know that you are not alone! And you have my deepest sympathies...
( 3 comments — Leave a comment )

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