John O
Customer Service - Above and beyond
I had an intermittent issue with the ventilation system in my 2 year old Kia Xceed. Such issues are really difficult for dealerships to fix because they need to experience the issue in order to leverage the manufacturers repair under warranty. In this case, Angela and Nick at the service department went above and beyond to help me out. They arranged a hire car which I had for over a week, they tried everything to recreate the problem, often trying to recreate it themselves. In an incredibly busy dealership, it felt to me like they were really working hard to find ways to somehow help get the issue fixed. Intermittent issues are hard. Technicians can spend hours trying to recreate issues to no avail, meaning the dealership doesn't get paid - they try to avoid charging customers when the car is under warranty! Anyways, I witnessed really good customer service, empathy and caring. Alec the master technician also found ways to somehow recreate the problem and he did manage to fix it himself yesterday. I felt it was Important to leave this review as a mark of recognition for great service in difficult circumstances. The staff I named deserve credit (thank you) but generally I found all the staff to be excellent. It's never possible to be smooth sailing in all situations I'm sure, but great service is important to recognise!! Thanks folks!