When you get bad customer service…

Over the holidays, we had to have our muffler replaced.  At first it was just noisy.  Then it was bumping.  Then it was dangling, and then it was being dragged behind the car on the way to the shop.

Nothing like waiting until the last minute.

Not true to my form at all, I didn’t ask friends for a recommended muffler place. I just found one, grabbed an online coupon and went.  Big mistake.  Always ask for a recommendation (we have a mechanic that we like, they don’t do mufflers, and I did ask them, and they didn’t have a recommendation).

So, it said online that they opened at 7:30.  Apparently, that means show up a little after 8:00am.  Nothing like waiting in the car for them to get there.  Ding number one.  The problem was, if I knew of another place to go (that I would drag the muffler behind the car across town) I might have gone.  But, I knew of no other place.  Turns out a friend had a great recommendation.

When they finally arrived, we explained the problem, left our phone number, and were told we’d receive a call with an estimate, etc.

A couple hours later, we got the call.  They didn’t have exactly what they needed and couldn’t get it for a week.  But, they had an aftermarket one that was actually cheaper.  They gave us the price, we approved it and they got to work.

They called when it was completed and we arrived, only to have to wait.  Strike 2.

When we went to pay, I handed over the coupon.  The “manager” said I should have told them about the coupon before the estimate was received.  In what world does this make sense?  If let them know about the coupon (not that I was trying to be sneaky) before hand, I’m pretty sure I would have received an estimate for 10% higher than what I did, only to have it discounted to the current amount.  This has scam written all over it.  Why offer a coupon if you aren’t really going to honor it?

Strike 3.

They finally took the coupon but told us “next time” they wouldn’t.  Don’t you worry, there won’t be a next time.

Maybe it’s me, but I feel quite certain that this is not the customer service I come to expect from a business.  I was very unimpressed from start to finish, and kicking myself for not getting a recommendation.

What do you do when you receive bad customer service or work?

You can find Krystyn’s at  Really, Are You Serious? And, yes, she’s serious!  Follow on twitter and facebook, too.  And, also doing all things graphic design at Krizzy Designs.