Customer Service makes a huge difference

[Rastoff]

A year ago I bought a used car from Carmax. Every car they sell comes with a 30 day bumper to bumper warranty. While it was still within the 30 days, I got a warning light on the car. I took it in for service, but the light had gone out before I got it to the shop. They told me they didn't find any codes and it was probably nothing.

The problem came back about three weeks later. Then cleared. Then came back, and so on. It slowly got worse. The car drives fine, but the warning became more frequent.

I don't have the special code reader to read the factory codes so I took the car to a specialist. He read the code and, after three days of troubleshooting, told me the turbo was bad as well as the water pump, cam cover gasket and O2 sensors. The estimate for repair is just over $1,900K for the turbo and $1,100 for the other stuff. The initial error is related to the turbo. He also told me that these codes don't just clear themselves. They sit in memory until cleared. Hmmm, why did Carmax tell me there was no code when it was there in the memory?

It just so happens that at the same time I get an email from Carmax congratulating me on having the car for a year. Bad timing on their part because I'm irritated at the repair and more irritated that they didn't tell me about the code when I fist took it in. My first thought was, "They didn't tell me about the code so they wouldn't have to fix this." I don't believe that's true, but that did go through my mind. So, I write them an email explaining how I'm upset that I've had this problem since new and they either missed or didn't tell me about the code.

Surprise, surprise, Carmax calls me on the phone and apologizes. Then the local Carmax service manager calls and asks me to tell him the exact error code. Well, I didn't know it at that moment, but I promise to let him know when I found out.

I picked up the car today, no repairs yet, and took it over to Carmax where I talked with the service manager. He admits they may have made a mistake. Hmmm,...wait...what? He asks me to let them take a look at the car and make their own analysis. He thinks they may be able to help me. Um, OK.


Now, I've put 30K on this car in the last year. They could have just blown me off. They could have said that I caused this issue after the fact. They could have said, "Sorry, it's past the 30 days and it's your issue now." They could have said any number of things, but they didn't. I'm blown away.

I'm going to take them the car next week. I know they won't miss the issue this time, but I also think it's reasonable to let them make their own diagnosis. This issue DID exist when I bought the car, it's just gotten worse over time. I'm curious to see how this goes. The O2 sensors, water pump and leaking gasket are just part of owning a car. I don't have an issue repairing those. It's the problem that's been there since I bought it.

I'm very curious to hear what he says. I'm sure they won't fix it for free at this point, but if they can cut me some slack on labor, they'll get a customer for life. I've already bought two cars from them.

 

[doublesharp]

Good Luck and keep us posted.

 

[4011]

Knew a guy who worked in their shop. He said they did try to fix items they found on the car before it was put out for sale.

 

[Kiwi cop]

Almost 10 years ago Intok my wife to lunch one Sunday. At the time we owned onecar outright and had another 3 payments (about $1,000) owing on the second. She mentioned we really needed to update one of our cars. I told her that I wanted at least 6 months without car payments to save a decent deposit this time as I was sick of buying $15,000 cars worth only a grand come trade in time.

On the way out of town I passed the local Ford/Mazda dealership that was open. On a whim I stopped and took her onto the lot to show her how much a decent car was going to cost us. Now my past experiences with car salesmen had not been good. The approach you, you tell them you are just looking. They steer you to a car worth more than your budget, they ask you what you can afford as weekly payments and then they bump you up higher on an "Have I got a deal for you" talk. This time though it was different.

After asking what we were driving (Ford Mondeo) the salesman suggested we look as three ex-lease Mondeo's (27,000 - 35,00 kilometres) that were a) a bloody good price to start with, and b) $2,000 off the sticker price that weekend.

We looked, we liked but decided we couldn't afford. When the salesman came back he asked us what we could afford and worked out a repayment schedule only $8 a week higher. We drove off the lot in a 13 month oldcar with 27,000 k on the clock.

A few years later we were looking for a new car for my wife. She insisted we go back again and even though a different salesman greeted us we got the same service.

A few years ago I wanted to buy my wife a brand new car for her birthday. I simply could not afford the one I wanted but the salesman offered me the top of the line model (leather seats, extra features) of the next model down at dealer cost when he learned that we had bought our last two cars from them and I wasn't thinking of going elsewhere. The finance manager also recognised me and we spent almost a month working out a repayment schedule that worked. He told me if I came back within 3 years he would ensure I got a top trade in as the car would still be worth a good retail due to the age, mileage (he knows what my wife drove to work at the time). When we were able to make additional payments I stopped in to tell him and congratulated us.

Earlier this year I called in and was looking at a small Mazda SUV. The finance manager saw me and came up to chat. He took me into his office and worked some sums again. When I said I was still 6-12 months from a trade up from the last car he said it was good that I was doing due diligence now and assured me that repeat customers were important and he would see that I got a similar deal to the last time. The franchise has been family owned for 3 generations and they would prefer to make repeat sales than big margins.

I doubt I'll go anywhere else to buy a vehicle ever again.

 

[doublesharp]

Kiwi, good treatment/service should be rewarded with loyalty. Sounds like a win-win for sure.

 

[Rastoff]

I doubt I'll go anywhere else to buy a vehicle ever again.

Excellent story.

This is my second car from Carmax. I was fortunate enough to buy it outright. They actually held two cars for me for a week so I could compare them in person. When I bought this one, I wasn't in the place more than an hour and a half. The half hour was my debit card company authorizing such a large payment.

Regardless of how this plays out, I will look at Carmax first when we need a new vehicle.

 

[Bekeart]

Kiwi,

That is a GREAT dealer, but just a little too far for me to drive.

Bekeart

 

[Muss Muggins]

You do realize that the "check engine" light, which I'll assume we're talking about, can be activated by something as simple as an improper gas cap seal. Here in the great flyover state of Missouri, nobody gives a tin snot about those lights. Doesn't impact the safety or security of your car or the nation. Might indicate that you need a new PCV valve, or some other semi-required invention. Relax . . .

 

[Rastoff]

You do realize that the "check engine" light, which I'll assume we're talking about,...

Nope, not talking about the "check engine" light. This thread has nothing to do with what's actually wrong with the car. Go back and read the OP. You'll see that we already know what's wrong. It's about good customer service and how well I've been treated even when they didn't have to.

 

[Muss Muggins]

Nope, not talking about the "check engine" light. This thread has nothing to do with what's actually wrong with the car. Go back and read the OP. You'll see that we already know what's wrong. It's about good customer service and how well I've been treated even when they didn't have to.

I read the OP. I'm not sure clearing a code and lying about it, then admitting you may have made a mistake when confronted later is good customer service, but then again, that may be above and beyond where you live . . .

 

[ChattanoogaPhil]

CE lights are sometimes a mystery. My Tundra had a stubborn check engine light. AutoZone said it was a cam timing sensor. Took it to Toyota and they fooled with it for about three hours but could find nothing wrong. When they plugged everything back up the CE light wasn't on. It's been a year or maybe two... light has never come back on and engine runs great. Toyota mechanic said that sometimes disconnecting the components and reconnecting is enough to fix a bad connection... who knows? I have no idea.

$3,000 in repairs is a lot of money for 1yr and 30k miles driving. Hope all works out in your favor. Good luck.

 

[LVSteve]

I read the OP. I'm not sure clearing a code and lying about it, then admitting you may have made a mistake when confronted later is good customer service, but then again, that may be above and beyond where you live . . .

Given my experience of car dealers and service staff in the desert SW, yes, FAR above the norm. Carmax looked after me earlier this year when a steering joint went bad 32 days after purchase. I had barely driven the vehicle due to other commitments and rain. Carmax made it right for free.

As for most of the rest, every slimy car dealer and dishonest mechanic that has been run out of another state lives in Vegas or LA. Go read the accounts on Edmunds.com of poor customer service at a variety of dealers. Oddly enough, those with luxury makes are often the worst. There is at least one BMW dealership in the LA basin that has a nationwide rep for "service with a shrug" as I politely call it.

 

[Muss Muggins]

Given my experience of car dealers and service staff in the desert SW, yes, FAR above the norm. Carmax looked after me earlier this year when a steering joint went bad 32 days after purchase. I had barely driven the vehicle due to other commitments and rain. Carmax made it right for free.

As for most of the rest, every slimy car dealer and dishonest mechanic that has been run out of another state lives in Vegas or LA. Go read the accounts on Edmunds.com of poor customer service at a variety of dealers. Oddly enough, those with luxury makes are often the worst. There is at least one BMW dealership in the LA basin that has a nationwide rep for "service with a shrug" as I politely call it.

Well, around here, clearing a code and lying about it might get you punched in the face. Not exactly the pinnacle of customer service . . .

 

[Rastoff]

I don't know what happened. What's important is how they handle it now. A week will tell the tale.

 

[rwsmith]

That's an excellent report but remember....

Almost 10 years ago Intok my wife to lunch one Sunday. At the time we owned onecar outright and had another 3 payments (about $1,000) owing on the second. She mentioned we really needed to update one of our cars. I told her that I wanted at least 6 months without car payments to save a decent deposit this time as I was sick of buying $15,000 cars worth only a grand come trade in time.

On the way out of town I passed the local Ford/Mazda dealership that was open. On a whim I stopped and took her onto the lot to show her how much a decent car was going to cost us. Now my past experiences with car salesmen had not been good. The approach you, you tell them you are just looking. They steer you to a car worth more than your budget, they ask you what you can afford as weekly payments and then they bump you up higher on an "Have I got a deal for you" talk. This time though it was different.

After asking what we were driving (Ford Mondeo) the salesman suggested we look as three ex-lease Mondeo's (27,000 - 35,00 kilometres) that were a) a bloody good price to start with, and b) $2,000 off the sticker price that weekend.

We looked, we liked but decided we couldn't afford. When the salesman came back he asked us what we could afford and worked out a repayment schedule only $8 a week higher. We drove off the lot in a 13 month oldcar with 27,000 k on the clock.

A few years later we were looking for a new car for my wife. She insisted we go back again and even though a different salesman greeted us we got the same service.

A few years ago I wanted to buy my wife a brand new car for her birthday. I simply could not afford the one I wanted but the salesman offered me the top of the line model (leather seats, extra features) of the next model down at dealer cost when he learned that we had bought our last two cars from them and I wasn't thinking of going elsewhere. The finance manager also recognised me and we spent almost a month working out a repayment schedule that worked. He told me if I came back within 3 years he would ensure I got a top trade in as the car would still be worth a good retail due to the age, mileage (he knows what my wife drove to work at the time). When we were able to make additional payments I stopped in to tell him and congratulated us.

Earlier this year I called in and was looking at a small Mazda SUV. The finance manager saw me and came up to chat. He took me into his office and worked some sums again. When I said I was still 6-12 months from a trade up from the last car he said it was good that I was doing due diligence now and assured me that repeat customers were important and he would see that I got a similar deal to the last time. The franchise has been family owned for 3 generations and they would prefer to make repeat sales than big margins.

I doubt I'll go anywhere else to buy a vehicle ever again.

You hang around long enough and things change. I'm not saying that you shouldn't go back to a place that has done well for you all these time. And maybe that family really takes pride in operating on such a high level as that. So when somebody else takes over the business maybe they will have the same standards.

A high school classmate of mine opened up a 'lube and car repairs place'. They weren't cheap, but they were good and when you took something to them, they got it fixed. I was singing their praises for about thirty years. Then a couple times I went, I didn't feel right about what transpired and my son said the same thing. But inertia counts for something and it took me a while to realise that apparently my old classmate isn't as involved in the business as he was. In fact, the people that are running it are downright crooked. I found a new outfit near me that's privately owned and so far, they've been first class. My wife was driving an old, torn up but very reliable car and took it to them because about every idiot light was lit up. They said, "Take it and keep driving it, because there isn't a thing wrong with it" and charged us nothing. The old place I went to would charge $50 just to plug in the data reader. I'm on auto pilot again, when something is wrong, I know where to go.

PS: That was severalf years ago and we finally got rid of it last week because the fan switch got stuck on and would drain the battery. Probably could have fixed it but it was really a junkpile and I wanted my wife to drive something different. We gave it to some people that were hard up. They could afford it because the tax bill was all of 12 smackers.

 

[steelslaver]

I just ordered a device that is supposed to plug into the diagnostic port of your car and communicate to my cell phone via bluetooth and give me any codes and information in the computer control module in plain language. See how it works.

On a further note. I was driving back from meeting some family for lunch (a 600 mile round trip , it is Montana.) Anyway. With absolutely no warning lights my Ford Escape looses power and then dies. After losing power, but before motor dies I look at dash and nothing, no fuel gauge, no speedometer, although I am still moving pretty good. Nothing. I am 20 miles south of a small town of a few thousand and about 120 miles from home. Call triple A and tell them I want a town home (have extended towing) They say they will text me back. I then call a sister who is well behind me, but heading to a small town near my house. Over an hour later sitting by the side of the road in 98 degree heat, nothing from triple A. Sister shows up after several people have stopped with offers to help. I hook up jumper cables to sister's truck and my car starts, but dies when I unhook cables. Dead alternator. Finally while this is going on, a guy from a wrecker company calls and says he will be there in 1/2 hour. I tell him don't bother. I am not happy with triple A. well over an hour with nothing and no communication. Sit with jumper cables hooked up and charging my battery for 15 minutes. Start car, sister unhooks me and I take off. No engine lights. I drive 80 mph with nothing electric turned on. About 40 miles down the road engine looses power again, no warning lights. Pull over, sister stops, jumper cables for 15 min. Take off. Another 30 miles and do it again. Then again. Then 20 miles from my place and where sister turns to head to her little town, I stop and she bumps my battery up. I drive home and call sister to tell her I made it.

Next day I check U tube, then go to taking out bad alternator. Job from Hades. Buried, unhook wires, and a bunch of stuff to make a hole to the hidden area where alternator is. Tight nut rounds off etc. 6 hrs later I finally get it out. Checks as totally bad. Install new one in 4 hrs. Ford engineer should be put against a wall, blindfolded and shot. Recommended method by Haynes is remove exhaust from engine, remove frame cross brace, remove passenger side front drive axle, after removing part of wheel well liner, remove air ducts from alternator (if the wouldn't have buried it in such a stupid place it wouldn't need air ducts) tiny hidden nuts on ducting. Hard to reach mounting bolts and I have LOTS of tools, job just sucks. Mostly work by feel. I will never ever do that job again. Another clear case of engineering the owner out of the engine compartment and into their dealers shop and shop rates. I am sure it would have been well over a $500 bucks in labor to change out a stupid $130 alternator, that should be a hour or so job. Not happy with Ford, as no warning light for alternator, and stupid engineering. That was NOT a better idea! Not happy with 3A for long wait with no communication or help. Next time they ask if I am safe, I am going to say NO.

Think I am going to find a nice old 80s car, stick in rebuilt motor and transmission, brake job. Should be able to do that for under 10k. With the money I save over a new car I can have full sized car luxury and room, and pay for a lot of reduced gas mileage and fix it cheap and simple. I am thinking something like a Vista Cruiser. Seriously. $20,000 in initial cost savings will buy 7,000 of $3 a gallon gas. 15 mpg vs 25. 100,000 miles at 25mpg is 4000 gallons. At 15 it is 6,666. So an extra burn of 2,666 gallons at $3 per is 8K. Full sized seats leg room front and rear. Retro cool. Plus, if it breaks down I can do something besides open the hood and look clueless. Does it have oil, gas to carb, ignition? If you give it that it will run as long as a piston isn't sticking out of the block. No computer, no huge jumble of wires, no hoses running everywhere. Parts you can see and get to. Yet, air conditioning, power window, cruise control. Maybe an old Lincoln Town car or Caddy. Buick or a Chrysler.

 

[snowman]

steelslaver:

I hit the like button not because I enjoy hearing about others' tribulations(and yours was a bad one), but because, as an auto DIYer, I can empathize with the sometimes maddening repair jobs with which we're faced.

Back to customer service.

Regards,
Andy

 

[Rastoff]

I just ordered a device that is supposed to plug into the diagnostic port of your car and communicate to my cell phone via bluetooth and give me any codes and information in the computer control module in plain language. See how it works.

I had one. Turns out there are specific manufacturer's codes in the OBDII system. If you get one, make sure it covers your specific model and make of car.

Subaru was the easiest car to work on I've ever owned. Pontiac Firebird was the worst. You have to remove the exhaust manifold to get to the spark plugs. Took me two hours just to replace to plug wires.

This car is tiny and just about anything is buried. I can save a lot by fixing it myself. But what a mechanic with a lift can fix in a few hours will take me a couple days. Not fun.

I'm mechanically inclined, but I'm not inclined to be a mechanic.

 

[ChattanoogaPhil]

I don't know what happened. What's important is how they handle it now. A week will tell the tale.

I think you are smart to wait a week to get a second opinion from CarMax or whomever. I'd be suspect of any 'specialist' who told me I need $3k in repairs for an engine that is is currently working fine with no sign of any issues for a year and 30k miles other than a CE. The O2 sensor might be the culprit. I had an O2 go out and still drove the truck for nearly a year with the CE on. Finally got it fixed before I had to take it in for the smog inspection. Engine ran the same before the CE came, while it was on and after the O2 sensor was replace.

 

[zonker5]

Given my experience of car dealers and service staff in the desert SW, yes, FAR above the norm. Carmax looked after me earlier this year when a steering joint went bad 32 days after purchase. I had barely driven the vehicle due to other commitments and rain. Carmax made it right for free.....

I had just the opposite experience with Chevrolet. Had put 20k miles on the car in 38 months when the transmission failed. Chevy told me that as the warranty is 36 months/36,000 miles I was not covered.

When I pointed out that transmissions don't die sitting in the driveway and it obviously was defective, I was essentially told to go pound sand...and they were quite rude about it.

$1900 later it was fixed and traded in on a Honda. If I ever buy another GM car I hope my wife shoots me as it shows I have lost my mind.