Upon return, real problem identified, and then fixed. Kudos to Ben for following up and (once he realized the nature of the complaint) quickly figuring out the problem. Part took a long time, but not their fault, and they stayed in communication throughout. So - overall review is positive. I guess being busy will lead to mis-communication like we had, but stuff happens. (and I suppose I was getting new tires in another few months anyway...)
Shop called immediately, expressed we had a misunderstanding about the nature of the noise, and offered to try to make it right. So customer-focus is obviously important! We'll see if we can get to the bottom of the real problem - hopeful for now.
Disappointed in the customer-focus. I indicated there was a noise in the front-end, and they recommended replacing the tires. I mentioned that I thought it sounded like something wrong in a bearing, and tried to talk to the mechanic, but never got a call back. I went with their recommendation, and got new tires (which I likely needed anyway.) Got the car back, and noise still there. I don't think they even test drove it after their work. I don't have time to waste taking my car back to the shop again for the same problem. Listen to your customers! (I did get a decent price on the tires w/installation, however, so there is a positive.)
All USA
Upon return, real problem identified, and then fixed. Kudos to Ben for following up and (once he realized the nature of the complaint) quickly figuring out the problem. Part took a long time, but not their fault, and they stayed in communication throughout. So - overall review is positive. I guess being busy will lead to mis-communication like we had, but stuff happens. (and I suppose I was getting new tires in another few months anyway...) Shop called immediately, expressed we had a misunderstanding about the nature of the noise, and offered to try to make it right. So customer-focus is obviously important! We'll see if we can get to the bottom of the real problem - hopeful for now. Disappointed in the customer-focus. I indicated there was a noise in the front-end, and they recommended replacing the tires. I mentioned that I thought it sounded like something wrong in a bearing, and tried to talk to the mechanic, but never got a call back. I went with their recommendation, and got new tires (which I likely needed anyway.) Got the car back, and noise still there. I don't think they even test drove it after their work. I don't have time to waste taking my car back to the shop again for the same problem. Listen to your customers! (I did get a decent price on the tires w/installation, however, so there is a positive.)