Banned from carlsen subaru service for giving bad feedback
#31
Registered User
iTrader: (1)
Join Date: Nov 2002
Location: that'd be in the dirt, pretty boy
Posts: 529
I bought my WRX from Carlsen in 2002 and had some service done as well... was basically pretty happy - no hassles (they were actually great on my warrantied clutch shudder). Went back earlier this year to do some STi shopping and wasn't really impressed and got a general "bah, whatever dude. It's your privilege to be buying from me" kinda vibe. Called Santa Cruz the next morning and was driving my new car back home before lunch time. Amazing sales people, amazing service people - absolutely painless purchase... it's the only Subaru dealership around here that I want to give my money to.
Disclaimer of course, a lot of people have had great service from Carlsen, but to me it doesn't seem to feel like the Carlsen that they used to be. Santa Cruz Subaru rocks.
Disclaimer of course, a lot of people have had great service from Carlsen, but to me it doesn't seem to feel like the Carlsen that they used to be. Santa Cruz Subaru rocks.
#32
VIP Member
iTrader: (9)
Join Date: Nov 2002
Location: ...a craphole in No.County San Diego
Posts: 3,928
Car Info: MMVI AW WRX STI
I've had nothing but great things to say about Carlsen...but I've been hearing more and more bad experiences.
I think it's most likely due to the fact that they HAVE to be the busiest service department in California. Try to get an appointment and it takes 2 weeks...unacceptable from a business perspective. If you have customers lining up out the door you should hire more techs and stay open longer hours (or even on Sat/Sun like Santa Cruz is doing now!)
Anyway...
I think it's most likely due to the fact that they HAVE to be the busiest service department in California. Try to get an appointment and it takes 2 weeks...unacceptable from a business perspective. If you have customers lining up out the door you should hire more techs and stay open longer hours (or even on Sat/Sun like Santa Cruz is doing now!)
Anyway...
#33
I used to hang around the BMW community a lot and I think the feedback works the same way: dealers get awards, incentives, and holdbacks from positive feedback, and a single "unsatisfactory" response requires 4-5 "excellents" to cancel it out. And it's NEVER anonymous - if you give bad feedback, dealers have been known to call and beg/bribe/harass/threaten you to change it. Your banning sucks, it sounds like it's part of the same kind of overemphasis on feedback responses to judge/rank dealers...
#34
Guest
Posts: n/a
Originally Posted by Wingless Wonder
Was the other incident also at Carlsen? I'm wondering if the TSB feedback questionnaire was addressed back to Carlsen or SOA? If it was SOA, I'm really shocked if they gave that info to Carlsen. The only other way they might figure out who gave them bad feedback was if they checked their service records and matched it to the date of service.
--
0==WW==0
"…axles of evil…" - george w. bush
--
0==WW==0
"…axles of evil…" - george w. bush
Last edited by OLD90; 07-12-2004 at 08:30 AM.
#35
VIP Member
iTrader: (2)
Join Date: Nov 2002
Location: Longing for my ol' white '02 WRX :(
Posts: 3,639
Car Info: 2016 Acura RDX ... meh. Um, nice subwoofer?
Originally Posted by sjt
how come the entire bay area then, isn't banned from Steven's Creek or for that matter why does Steven's Creek still get to sell Subarus to begin with if they get bad feedback???
SC Subaru's customer rating should be somewhere between my left & right *** cheeks.
SC Subaru's customer rating should be somewhere between my left & right *** cheeks.
I'm sure every dealership fears being in that same hole. The way to avoid it is to provide excellent service. We don't know what was put on that report... maybe there were some choice words or some unreasonable things said. Honestly, on this board, I'm prone to think the 18-to-20-somethings who complain often are usually not telling the whole story - yeah, I could be wrong, but its not like I don't have cause to think this way American 20 year old males often have trouble knowing when to not claim their rights very loudly. Dealerships in general, however, have a bad enough reputation to begin with. That is why this manufacturer awards processes began. Whatever the original complaint, unless it was just blatantly filthy and untrue, the dealership should bend backwards.
jason
Last edited by mmboost; 07-12-2004 at 12:18 PM.
#36
Registered User
iTrader: (3)
Join Date: Mar 2003
Location: "It will take time to restore chaos." GWB
Posts: 3,461
Car Info: 72 Vespa with curb feelers
Originally Posted by blaznasn
carlsen has been great the couple times i've been there, they put a small scratch in my car once, but i didn't over react, i just told them nicely and everything was taken care of.
#37
VIP Member
iTrader: (7)
Join Date: Dec 2002
Location: Stockholm
Posts: 7,441
Car Info: 2018 Golf R Variant
I am VERY patient with these sort of things, and usually don't take stuff too seriously. But, my experiences with Carlsen Subaru's service department has conviced me to do two things:
1. Cash in my 6yr/100k warranty (you know, for something useful)
2. Have MPJ Performance do anything my car needs that I can't do.
I have HAD IT with the bs crap I have had to deal with at the dealership so far. Everything I want looked at ends up being a chess game to get something even done, and usually the end result is blamed on me since I do my own maintenance. I am very dissappointed to say the least.
Until this point, my complaints and etc about this dealership were always in brackets (ie: I went to [dealership] today) but after reading this, I'm done. I may take some time later on and recount as best I can the stuff I have been thru over there.
-Jacob
1. Cash in my 6yr/100k warranty (you know, for something useful)
2. Have MPJ Performance do anything my car needs that I can't do.
I have HAD IT with the bs crap I have had to deal with at the dealership so far. Everything I want looked at ends up being a chess game to get something even done, and usually the end result is blamed on me since I do my own maintenance. I am very dissappointed to say the least.
Until this point, my complaints and etc about this dealership were always in brackets (ie: I went to [dealership] today) but after reading this, I'm done. I may take some time later on and recount as best I can the stuff I have been thru over there.
-Jacob
#39
VIP Member
iTrader: (7)
Join Date: Dec 2002
Location: Stockholm
Posts: 7,441
Car Info: 2018 Golf R Variant
Originally Posted by -j-
wombatsauce,
Can you give us some tips on how to cash out that 6 yr warranty? I will be doing the same as you. I just left MPJ a note for my service that's coming up. Thanks!
Can you give us some tips on how to cash out that 6 yr warranty? I will be doing the same as you. I just left MPJ a note for my service that's coming up. Thanks!
BTW - they did mention something about calling the dealer if you got yours when you got your car. I got mine ~3mos after on a promo from Subaru Added Insecurity so your results may vary.
-Jacob
#41
It would be interesting to put some pressure on them...
Say: Unban buglerex and offer him a contrite appology, or I-club will send one member a week to your dealership with the express mission of torpedoing your evaluation average.
I bet that would get some attention.
M
Say: Unban buglerex and offer him a contrite appology, or I-club will send one member a week to your dealership with the express mission of torpedoing your evaluation average.
I bet that would get some attention.
M
#43
Originally Posted by bugelrex
I just wanted to make people aware when filling in surveys
...include lots of personal flattery about the service manager!
Brilliant!
(joking),
Mike
#44
VIP Member
iTrader: (2)
Join Date: Nov 2002
Location: Longing for my ol' white '02 WRX :(
Posts: 3,639
Car Info: 2016 Acura RDX ... meh. Um, nice subwoofer?
Almost makes you wanna go MOPAR doesn't it? OK, not really. But it leaves a bad taste in my mouth for Subaru when I buy my next car. TT'ing a VQ35 in a G35 coupe sounds very, very tastey.
jason
jason
#45
Registered User
iTrader: (2)
Join Date: Mar 2004
Location: Sactown
Posts: 2,018
Car Info: 2006 Audi A3/2007 Civic Si
Originally Posted by mmboost
Almost makes you wanna go MOPAR doesn't it? OK, not really. But it leaves a bad taste in my mouth for Subaru when I buy my next car. TT'ing a VQ35 in a G35 coupe sounds very, very tastey.
jason
jason