Service testimonial from recent customer's experience.

I bought a car from your dealership last year and brought the car in last week to have a problem with the clutch looked at. Rather than recount the entire story, suffice it to say that the responsibility for fixing the issue could have been controversial. Sam, Paul, and I discussed the problem and they agreed to look into it and attempt to find a solution that was fair. I wasn’t sure what to expect, but have grown used to unsatisfactory customer service in most industries. Having picked up the car last Friday, I can’t tell you enough how pleased I am with the outcome and impressed I am with your staff. Sam was friendly and helpful when I dropped off the car. We were able to meet with Paul right away to discuss it and it seemed as if things might actually work out ok.
Sam had a loaner brought around for me to drive back to San Jose. It was a ’09 Cayenne, not the Mazda 6 that my local dealer gave me after having to sit with the Hertz rep and receive the dialogue about returning it with a full tank.
We later came up with a compromise that was more than fair and I picked the car up on Friday. I saw Manni as I was picking up and he spent about 15 minutes going over what he found, what was done and what to do regarding break-in. Being able to talk to him turned the experience from good to great. And the work that he did was amazing. The new clutch made it feel like a new car and even more fun to drive.

I’m sure the economy is having an effect on your business and I know that working on my car cost the dealership money at a bad time. It was nice to see that Paul and Sam still put the customer first. And the time I spent with Manni was invaluable. I’ve always enjoyed talking to the techs. He was great and gave me the peace of mind that it was done perfectly…as if he was working on his own car.

At a time when this kind of service is rare, regardless of the product, thank you for providing an environment where it’s still possible to be impressed. It truly was a first class experience and enough justification to drive an extra 45 minutes to Livermore to have my car serviced.

Aside from sharing this with my friends, I have also called the folks in Customer Care at Porsche Cars N.A. to commend your staff on a job well done.

With sincere gratitude…..Jeff

Article posted on: 09-Feb-04