| m500 |
| Anyone know how to file a service complaint directly to Acura? I was very upset the way I been treated during my 2nd service at my local Acura Dealership. I don't feel in the manager will be compentent enough to resolve my issue. |
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| LionSpeed |
quote:
Originally posted by m500
.... I don't feel in the manager will be compentent enough to resolve my issue.
that plus shear laziness enough to tick you off. I've tried the on-line & mail complaints but doubt any action would be taken seriously. They can just say "These consumers are nuts & know sh$t ... ignore them & their complaints".
Acura, you're getting this? |
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| G. COLTON |
Are you saying that you did not go through the service department manager and/or the owner/general manager of the dealership?
If you skip these steps you tend to lessen your changes of getting a good response. Always go through the channels regardless of what are your feelings about success.
G |
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| m500 |
quote:
Originally posted by G. COLTON
Are you saying that you did not go through the service department manager and/or the owner/general manager of the dealership?
If you skip these steps you tend to lessen your changes of getting a good response. Always go through the channels regardless of what are your feelings about success.
G
I'll give that a shot as I'm due to get back to have my amp replaced for the Stereo pop noises in the next couple days. I just don't want to talk to someone when I'm feeling hot headed already. |
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| athous |
| I notice you are in socal, which dealer is giving you the trouble (My wife and I are currently fighting with Metro Acura) |
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| ductman |
My dealership is worthless, I still have the following issues:
1. radio sound settings defaulting, intermittent illumination
of radio
2. clunking when driving slowly when their is a weight transfer
when braking or accelerating
They were supposed to order a new radio and lower control arms,
I was told I would receive a postcard in the mail, I never did and this
was approx 3 months ago, I am not calling them about this because
as i hear replacing the radio does not solve anything and my X
drives great and I am terrified about them messing with any component on the fron t end, I have learned to live with this , I guess
I will just wait for TSB'S. |
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| m500 |
quote:
Originally posted by athous
I notice you are in socal, which dealer is giving you the trouble (My wife and I are currently fighting with Metro Acura)
I'll Email you instead of post the dealer name out there. I have good and bad experience with the same dealer. |
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| m500 |
quote:
Originally posted by ductman
My dealership is worthless, I still have the following issues:
1. radio sound settings defaulting, intermittent illumination
of radio
2. clunking when driving slowly when their is a weight transfer
when braking or accelerating
They were supposed to order a new radio and lower control arms,
I was told I would receive a postcard in the mail, I never did and this
was approx 3 months ago, I am not calling them about this because
as i hear replacing the radio does not solve anything and my X
drives great and I am terrified about them messing with any component on the fron t end, I have learned to live with this , I guess
I will just wait for TSB'S.
Personally I felt the main differences between my Mercedes & Acura experience is the attitude or professionalism. I never once was talk down by my service adviser at Mercedes. He always go for the extra mile for me and provide a good explanation of why they can not duplicate the issue or not provide a fix for it. Where Acura just said this is a driver error or can't be duplicated with an attitude indirectly implying that you're either hallucinating or lying. I find that to be not acceptable and I'm willing to pay the 20% difference in service with Mercedes and be treated like a customer then Acura. I've beginning to wonder if trading my Mercedes for Acura is a wise choice or not.
How do I come up with 20% difference? Well, I serivce my Mercedes once a year or every 12000 miles. My Acura needed to be service every 5000 miles or so. |
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| Fabvsix |
| WE are responsible for "SELF SERVICE" as in gas stations....so for 20% less with Acura what do you expect ? Red carpet treatment? As the saying goings "Big Bang for the Bucks" when you buy an Acura but don't expect Lexus/MB treatment.......... |
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| tazdevl |
| I think a big part of the problem is that Acura is a near-luxury brand, it isn't luxury. The company has too many Honda influences in terms of how they look at things. |
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| craniotes |
Obviously I'm in the minority here, since I've been treated with nothing but respect at both Acura of Manhattan and Devan Acura in Norwalk, CT, but it seems to me that the level of service one receives is based more on the dealer than the actual brand.
Indeed, dealing with Mercedes-Benz Manhattan was, is, and most likely will continue to be a complete and utter nightmare. Between the two-week service appointment backlog, incompetent technicians, repeated visits for incorrectly repaired problems, perennially overbooked "executive" shuttle, and astronomic prices for non-warranty work, I'm hard pressed to imagine a worse after-sales experience. I now take my car to Queens (Silver Star Motors) to receive the treatment and service I can't seem to get in Manhattan. And back when I owned a Ford SHO, the dealer (Ritar Ford in Norwalk), treated me like royalty. Imagine that, Ford whupping Benz in customer service...
Regards,
Adam |
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| m500 |
quote:
Originally posted by Fabvsix
WE are responsible for "SELF SERVICE" as in gas stations....so for 20% less with Acura what do you expect ? Red carpet treatment? As the saying goings "Big Bang for the Bucks" when you buy an Acura but don't expect Lexus/MB treatment..........
I'm paying the exactly same amount for the 5000 miles service with my wife's LS430. I do not think this is a money issue. Its just bad customer service. |
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| m500 |
quote:
Originally posted by tazdevl
I think a big part of the problem is that Acura is a near-luxury brand, it isn't luxury. The company has too many Honda influences in terms of how they look at things.
Acura need to wake up and see why Infiniti is now surpassing them. Not just because of their G35 and M35/45. Its the service and how their returning customer perceives them. Buying is a simple processed. To keep you customer coming back is by provide them with good customer service afterwards. |
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| theOldMan |
In 2005 I purchased two infiniti G35X loaded from the same dealership. They are fantastic cars but the dealership and service were/are horrible. My service bill on the the G35x's was almost $2000 in the first year of ownership. IMO, they performed service that was totaly unnecessary. But they did a great job convincing my wife that she had no choice. At one point I became so frustrated with infiniti I escalated my displeasure to the head office, with no satisfaction.
After the first year I changed dealers. It was not as bad, but they again tried to sell maintenance services that were not needed. In the final act of my frsustration I sold one of them and purchased my MDX. Infiniti's are great cars, but the dealers try to soak the consumer. They have lost my business for a long time. A real shame, considering that I had been happy with Nissan products and was loyal to the brand.
I have not had my MDX that long, but already it is cheaper to own than the Infiniti. On the Infiniti they insist that Oil changes be done every 6000km/3750Miles. The MDX has 6000km on it and the oil reminder says I am at 60% life left. This saves me time and my time is money.
Of all the major brands that I have owned, the two that I have been happiest with, with respect to serice, is Porsche and VW. My Porsche dealer has just been fantastic. They treat their customers like gold and the service costs are, on an annual basis, very low.
Our VW dealer has also been very good. My wife's Jetta TDI has had zero issues and the maintenance is minimal. The dealer never tries to sell services that are not needed. VW generally has a bad rap about their dealers and cars, but I got very lucky with my dealer.
At the end of the day, it really comes down to the dealership and the people that work in service. Some dealers are just plain bad and others are terrific. In my experience, the bigger the dealer (ie multiple brands and locations) the worse the service. If you find a good dealer, it is sometime worth the extra drive. |
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| m500 |
quote:
Originally posted by theOldMan
In 2005 I purchased two infiniti G35X loaded from the same dealership. They are fantastic cars but the dealership and service were/are horrible. My service bill on the the G35x's was almost $2000 in the first year of ownership. IMO, they performed service that was totaly unnecessary. But they did a great job convincing my wife that she had no choice. At one point I became so frustrated with infiniti I escalated my displeasure to the head office, with no satisfaction.
After the first year I changed dealers. It was not as bad, but they again tried to sell maintenance services that were not needed. In the final act of my frsustration I sold one of them and purchased my MDX. Infiniti's are great cars, but the dealers try to soak the consumer. They have lost my business for a long time. A real shame, considering that I had been happy with Nissan products and was loyal to the brand.
I have not had my MDX that long, but already it is cheaper to own than the Infiniti. On the Infiniti they insist that Oil changes be done every 6000km/3750Miles. The MDX has 6000km on it and the oil reminder says I am at 60% life left. This saves me time and my time is money.
Of all the major brands that I have owned, the two that I have been happiest with, with respect to serice, is Porsche and VW. My Porsche dealer has just been fantastic. They treat their customers like gold and the service costs are, on an annual basis, very low.
Our VW dealer has also been very good. My wife's Jetta TDI has had zero issues and the maintenance is minimal. The dealer never tries to sell services that are not needed. VW generally has a bad rap about their dealers and cars, but I got very lucky with my dealer.
At the end of the day, it really comes down to the dealership and the people that work in service. Some dealers are just plain bad and others are terrific. In my experience, the bigger the dealer (ie multiple brands and locations) the worse the service. If you find a good dealer, it is sometime worth the extra drive.
I had bad experience with Infiniti as well both sales and service sucks. But at least Infiniti is doing something about it. That dealership was shut down 2-3 years later.
I been thru many different Acura services around 100 miles radius of where I live. I move many times. I been taking my relatives cars in for service because I know cars. I seen no change yet from all of my local Acura service. The one good Service that I'm really happy from the same dealership I'm getting bad service from was actually just transfer from Infiniti. Coincidence? Maybe. |
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| m500 |
quote:
Originally posted by G. COLTON
Are you saying that you did not go through the service department manager and/or the owner/general manager of the dealership?
If you skip these steps you tend to lessen your changes of getting a good response. Always go through the channels regardless of what are your feelings about success.
G
Thanks for the suggestion. Looks like things are going to be change for the better. The Service Manager was very responsive.
Happy ending for now. :D |
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