We purchased a Chrysler Town &...
We purchased a Chrysler Town & Country on August 25, 2012 without the Navigation radio since it was stolen from the van in the lot. We agreed to purchase the van with the promise that the Navigation radio would be ordered/installed and the 2nd key provided as soon as possible. We were told that the Navigation radio would be ordered and upon arrival we would receive a phone call to schedule the installation and receive the 2nd key for the van.
I called several times during the following week for an update and not only did I get the run around, I was told there was no record of any part on order. Finally, on Friday, August 31, 2012 my wife called for an update and spoke to the original salesperson directly. He was kind enough to indicate that the Navigation radio was never ordered but that he would take care of it and we could come on Saturday, September 8th for the installation and the 2nd key. The Navigation radio would only take 5 days to arrive. He indicated that we should arrive early since Saturdays are busy and a line forms pretty early for service.
This morning, Saturday, September 8, 2012, we arrived at 7:00am to form the line and we were the 2nd customer. Once the dealership opened, we were given our number and escorted into the service area. We were not told that the part was not in but simply to take a seat in the waiting area.
At exactly 10:00am, we were told that the key was ready but would have to come back for the installation of the Navigation radio because it was not in the shop! Really? We waited three hours for a 2nd key? The rude service person basically indicated that the computer was down and that yes we waited 3 hours for a 2nd key. He did not apologize for the inconvenience and didn’t even bother to indicate when we first arrived that the part was not in the shop. The cashier provided the service ticket which simply states that the Navigation Radio not in stock at this time and customer to return to get SOP part installed – no indication of When? Where? Who?
It takes an hour to arrive to your establishment for a total of 36 miles round trip. Not only is it an inconvenience to return a second time, but (1) we woke up early to make sure we were one of the first customers to be in line and (2) I took today off since I work on Saturdays to get this completed. We would have been happy if we were made aware of this when we first arrived and we would not have expected the van to be completed.
The mere lack of customer service will not make us a return customer to this dealership and we will not recommend this dealership to anyone! However, we will definitely share the bad experience and lack of great customer service!!
It's interesting how your salespeople are quick to sell a car but slow on providing great follow up customer service! Great way to run a business!!!