Finally decided to fill out one of the surveys the dealer sends when we go in for service and let them know I was not satisfied with the way I was treated/work performed... well, BIG mistake! The Service Director called me about it so I thought he wanted to fix things. I mentioned how one of their Svc Mgrs there always speaks to me in a condescending manner and gave him facts about how they couldn't fix their mistake 3 times and I had to drive more than 1 hr to another Infiniti dealer who isolated the issue and fixed it in less than 20 minutes on the first visit. How my car gets scratched beyond believe if I forget to forgo their complimentary "car wash"... Instead of an apology, or an invitation to "shake hands", he tells me to go somewhere else as my car can no longer be serviced there, because they cannot meet my expectations..

What happened to customer service? What is wrong with these people?
Now I have to drive all the way to Infiniti Orlando for service, and I don't mind too much as they are nothing less than great there, but that's not the point.

Ironically, they keep getting these "Awards of Excellence"...now I know why. They get rid of the ones that actually call them out on their mistakes.

Infiniti of Melbourne...avoid it at all costs.

This ruined my hopes of upgrading my coupe to either the new one or anything else. It doesn't matter that their Sales team is great, because if I cannot go there for service, what is the point?

To the mods, sorry I put this in the main page, just wanted more exposure than it could've received in the regional section, as most of us check the front page mostly.

 

Sorry, but you can't just post things wherever you like so it gets seen by more people. Whey do people think this? It goes where it goes. Moved.

As far as them not servicing your car, didn't you say that they screw it up every time? Why are you still going there in the first place? You got them a talking to apparently by their bosses. Be happy and take your car where they do a better job. You won.

 

I disagree. Companies have these surveys to try to improve customer service. My hospital has them, and I welcome constructive criticism in regards to my performance.

If this dealership tells a customer to go elsewhere because they can't meet someone's needs, they're not doing what the surveys are for...improving THEIR customer service.

OP is correct in wanting to see some kind of improvement rather than just a brush off to another dealer.

Jeremy is correct though....you should just had to another dealer since that one doesn't give a ****.

 

I understand there is a regional section for my area, but a bad performing dealership/business is something that I think touches anyone here. I didn't mean to be rude and disregard the rules, sorry if I caught you on a bad day BB.

And what's this about me winning? With all due respect, what do you think is the point of a survey BB? I worked at my dad's business for a few years making custom furniture and we ALWAYS asked our customers for feedback. And if there was something that we needed to address, we DID it, it's the customers that allow anyone to have a paycheck, period. We went the extra mile to make them happy. How is me having to drive so far to have my car serviced a win?

And I apologize one more time for posting this on the main page.

Thank you! That is the point of my post, the fact that this business does not WANT to please their customers by doing things right, but if someone complains it means good bye... It's not as if I had extraordinary jobs for them to tackle...

 

 

Nice one!

 

on a serious note....I think the dealership should of at least tried to take car of the issues or at least, like you mentioned, an apology.

g/l

 

No harm no foul. I just wanted to explain why it was moved. But it doesn't affect everyone with a G coupe. Only people in your area. Just like if I had a rant about Clear Lake Infiniti (I don't) 99% of people here wouldn't care becasue they don't live in Houston so it can't possibly affect them. It's simply not relevant to the entire forum population.

They obviously got reprimanded on some level from your survey. You told on them and they were taken to task by Infiniti. Good job. Driving an hour isn't that big a deal for great service IMO. I do it all the time. I'd rather drive an hour for great service on my car than go next door for bad service. You are the one that said that they continually give you bad service. To the point that you filled out the survey. I can't see why you'd want to continue to go there. That's why having choices is a good thing. You can't make them do things right, not even by complaining. So go somewhere else where they deserve your business. If this is an actual big problem, they'll lose business over it.

 

You know what you should have done, gone to their service department at the end, and scream in front of all the costumers how their service stinks!! Until they call cops ahahaha

I never, go to car wash at dealership and suggest this for everyone else. Even if they say "free" say no, you car will be all scratched up!

 

Thanks BB. See? Now I know to avoid Clear Lake Infiniti if I ever go/live there .

And this does affect them, starting with me. As much as I like Infiniti, it makes no sense for me to buy another one or upgrade my own, as I will sentence myself to putting all those miles on my car for service visits, imagine towing my car all the way there if needed... Family and friends that know me and hear this problems have shied away from them already, and it's not like I went and told them never to buy Infiniti, but who wants to expose themselves to something like this? As you said, there is not just options of mechanics, but also options when it comes to brands.



I've thought about that SO many times, but I'm just not that kind of person. Nothing wrong if someone wants to give it a try, maybe it's faster than giving them a bad review somewhere, customers would get immediate feedback...LOL.

I found out about their awesome car washes the hard way, and even asked them once to please not wash it, and they still did it. This last time I completely forgot, but it didn't matter anyway. Not like they would do something about it...

But I sincerely hope more people will step up and voice their concerns, and I don't mean being rude at it, but customers shouldn't put up with bad treatment and lies. One time they replaced the instrument cluster lid and dashboard under warranty (which of course I thanked them for) but they scratched and dented the aluminum trim in some areas. So I pointed that out and they ended up replacing the trim around the radio to fix it, which is nice. But something else came up later and needed to be replaced too, and that service lady told me I'd have to wait a while because my car was "flagged" by Infiniti because of "all the warranty work being done on my car." I called Infiniti consumer affairs and found out they never did that, and also found out that Infiniti of Melbourne used my warranty to replace the parts they dented... When I went back and told that lady about it, she didn't say anything, literally.

I think most of us at some level put up with some type of bad service out of convenience, and maybe them being this unethical and "firing " me will force me to go where my business is appreciated, as BB pointed out.

 

Why don't you call Infiniti Consumer Affairs and explain to them that instead of your survey improving your experience at one of their dealerships, you instead were black balled and asked not to come back. This is unacceptable. I guarantee that heads would roll if certain individuals found out about this.

 

To what end? The water is poisoned now. If he were to do that I'm certain that heads probably would roll. How would that help him get better service there? I would presume it might make their feeling toward him even worse. Don't underestimate people's ability to be MF'ers. I would be afraid to take my car back there even if they accepted me back at this point if I were jon. Who knows what might happen to it?

 

So did you work there then or am I missing something? Call NNA and file a complaint.

 

This I had thought about seriously. It'd benefit others if, and only if action is taken. But I honestly do not know how far this actually went before I got that call by the Service Director, and what the other lady Service Mgr. said about me. She had lied to me before at least twice, so I can't expect her to be truthful when it came down to this... If those surveys are administered locally, and only they see the results, it then has gone unnoticed by anyone out of that dealer's Service Department.

I'm not expecting for them to make this better, that's how much faith I have in them at this point. And as Jeremy said, even if they somehow made it better I couldn't trust them with my car again. It's just inconvenient for me to have to drive that much for decent service. If the next coupe is THAT good, I might just bite and put up with the extra driving... Otherwise, I'll have to change brands.

Driving more than an hour is a lot where I live. My local dealer is only 10-15 mins away, if I were to drive for 20 minutes away from my house I'd be in the middle of nowhere... small town

No I did not work there, sorry if the thread title caused confusion. My local Infiniti dealership in Melbourne, FL does not want to service my car any longer.

 

We should all call that Dealer and complain...They actually would do something if they get enough calls.