After replacing the steering box and linkages on our E420, I wanted to get an alignment at the dealer. In the past this was a simple task, contact the dealer, make an appointment, maybe 1-2 weeks out. I never imagined the "contact the dealer" portion could be so difficult. I neglected to write down the exact dates so the timeframes are estimated, but you get the idea.
Around July-19 or so, I used the dealer's "Contact Us" web form (link), assuming I'd get a reply within a few days. I wanted to know how soon I could get the alignment done. The online schedule tool was showing the next available dates 4+ weeks out, and of course, that must have been wrong.
About 2 weeks later (say, August 4?), after no response, I tried calling. All phone numbers go to the receptionist, there's no direct number to the service department - I asked her, she said nope. Phone rings a few times and goes to voicemail. I leave a detailed message with email and phone number.
Another week goes with no response. I figure I'll try the online appointment scheduler (link), so on August-9, I schedule an appointment for September 9. In the comment field I added a note, "I would like to have the alignment done before the end of August if possible, PLEASE let me know if I can get in earlier. My messages from a month ago, and voicemail from a week ago, have both remained unanswered."
NO RESPONSE.
At this point I don't even know if my appointment has been acknowledged by the dealer. They are 25 miles and 30-40 minutes away, inconvenient to just drop by. But I also don't want to show up with 2 cars on Sept-9 (dropping the car off for the day; my wife has to follow me there and drive me home) and have them tell me I'm not in the computer. So I drive down a week later, I think around August-17. Yup, my appointment is in their system, all set for Sept-9. Great, but why the communication vacuum? Well, they are overworked and understaffed, can't get people to work there, techs are quitting, there's some virus going around, and many other sad sad stories accompanied by the world's smallest violin. I know it's not the fault [probably] of the guy behind the counter so I don't chew him out but he knows I'm not happy either.
Funnily enough, they start sending me reminder emails 2 weeks prior, and I get a total of 4-5 reminders. But wait, it gets better! A week before the appointment, on September-2, they call and tell me another tech has quit and they need to re-schedule me. I'm not happy and ask how much of a delay, like a week? No, mid-October. I about lost it. Again, I know the lady on the phone isn't at fault and try not to take it out on her. I explain I'm not getting a L/O/F (lube/oil/filter) that can be easily delayed another month. The car needs an alignment after parts being replaced and can't be driven, and I've been trying to get in SINCE JULY. I got the impression she was calling everyone and re-scheduling anyone who didn't fuss too much. I managed to keep the Sept-9 date.
September-9 rolls around, drop the car off, mention to the service writer about the communication problem and he starts in with the tales of woe. I wish I could remember details but basically they get 50-100 voicemails a day and golly, they simply can't respond to 'em, dagnabbit! Ditto for emails. I assume they check VM/emails for anyone threatening legal action and delete the rest. So basically the only way to get any interaction is driving there in person, and talking to another person face to face.
The alignment went without incident, that'll be $200 please (up from $180, previously $150, and as low as $100 only 15 years ago).
Right now, the online scheduler is showing the next available appointment TWELVE WEEKS OUT, on Dec-6. Unreal.
Bonus: When I arrived, the paperwork showed me scheduled for L/O/F. I had to tell them I was there for an alignment, please don't change my Red Line oil and downgrade me to Mobil. The comment about the alignment was in every reminder email they sent me (screenshot below)... and I never received a single phone call, voice message, or email, ever. Well, until the work was done and they wanted money!
Around July-19 or so, I used the dealer's "Contact Us" web form (link), assuming I'd get a reply within a few days. I wanted to know how soon I could get the alignment done. The online schedule tool was showing the next available dates 4+ weeks out, and of course, that must have been wrong.
About 2 weeks later (say, August 4?), after no response, I tried calling. All phone numbers go to the receptionist, there's no direct number to the service department - I asked her, she said nope. Phone rings a few times and goes to voicemail. I leave a detailed message with email and phone number.
Another week goes with no response. I figure I'll try the online appointment scheduler (link), so on August-9, I schedule an appointment for September 9. In the comment field I added a note, "I would like to have the alignment done before the end of August if possible, PLEASE let me know if I can get in earlier. My messages from a month ago, and voicemail from a week ago, have both remained unanswered."
NO RESPONSE.
At this point I don't even know if my appointment has been acknowledged by the dealer. They are 25 miles and 30-40 minutes away, inconvenient to just drop by. But I also don't want to show up with 2 cars on Sept-9 (dropping the car off for the day; my wife has to follow me there and drive me home) and have them tell me I'm not in the computer. So I drive down a week later, I think around August-17. Yup, my appointment is in their system, all set for Sept-9. Great, but why the communication vacuum? Well, they are overworked and understaffed, can't get people to work there, techs are quitting, there's some virus going around, and many other sad sad stories accompanied by the world's smallest violin. I know it's not the fault [probably] of the guy behind the counter so I don't chew him out but he knows I'm not happy either.
Funnily enough, they start sending me reminder emails 2 weeks prior, and I get a total of 4-5 reminders. But wait, it gets better! A week before the appointment, on September-2, they call and tell me another tech has quit and they need to re-schedule me. I'm not happy and ask how much of a delay, like a week? No, mid-October. I about lost it. Again, I know the lady on the phone isn't at fault and try not to take it out on her. I explain I'm not getting a L/O/F (lube/oil/filter) that can be easily delayed another month. The car needs an alignment after parts being replaced and can't be driven, and I've been trying to get in SINCE JULY. I got the impression she was calling everyone and re-scheduling anyone who didn't fuss too much. I managed to keep the Sept-9 date.
September-9 rolls around, drop the car off, mention to the service writer about the communication problem and he starts in with the tales of woe. I wish I could remember details but basically they get 50-100 voicemails a day and golly, they simply can't respond to 'em, dagnabbit! Ditto for emails. I assume they check VM/emails for anyone threatening legal action and delete the rest. So basically the only way to get any interaction is driving there in person, and talking to another person face to face.
The alignment went without incident, that'll be $200 please (up from $180, previously $150, and as low as $100 only 15 years ago).
Right now, the online scheduler is showing the next available appointment TWELVE WEEKS OUT, on Dec-6. Unreal.
Bonus: When I arrived, the paperwork showed me scheduled for L/O/F. I had to tell them I was there for an alignment, please don't change my Red Line oil and downgrade me to Mobil. The comment about the alignment was in every reminder email they sent me (screenshot below)... and I never received a single phone call, voice message, or email, ever. Well, until the work was done and they wanted money!
. If you have an anonymous-looking container, you can sip sparkling wine and nobody will bat an eye, even if they know.
....
