Mazda's Customer Service Takes a Hit (IMO)

[AWmustang]

I don't know what to tell you about getting your trim replaced. The best idea I've got is for you to go down there on a busy Saturday near the end of the month and follow your sales guy around, telling all his potential customers that he's a liar, until you get your parts fixed, then never return to Rosenthal again.

That would definately get their attention.

 

[tsunami]

why not elevate your concern with yoru dealership and stop talking to just a salesmen? they are shysters plain and simple and don't want to get their hands dirty and deffinatly don't want to do anything now that the car is yours and is off the lot... get the dealerships management involved for sure i think that is your best course of action

 

[jmhumr]

Crash, he did see them from the start, and the sales guy said at the time of the deal that he'd "take care of it" It's in the original post.

exNeon, TERRIBLE advice! Mazda financial is even further removed, in a business sense from Rosenthal Mazda than Mazda Corporate is. The OP should not risk messing up his credit by skipping payments over scratched plastic and bad customer service!

jmhumr: The bad news is that you bought from Rosenthal, who have a 40+ year reputation in the DC area for Shady-ass salesmen and questionable service. The good news is you're in the DC area, so there are plenty of other Mazda dealerships you can deal with. I had very good experiences with Brown's, both in Fairfax and Alexandria. Arlington Mazda is owned by Rosenthal, as is Tyson's and mabye Gaithersburg, but I've heard good things about Malloy, who unfortunately, are all the way down in Woodbridge.

I don't know what to tell you about getting your trim replaced. The best idea I've got is for you to go down there on a busy Saturday near the end of the month and follow your sales guy around, telling all his potential customers that he's a liar, until you get your parts fixed, then never return to Rosenthal again.

In the interest of total honesty, I've only ever dealt with the sales departments at the dealerships listed above. I have heard of people being treated well at the service dept. at Rosenthal Tysons, but after the treatment I've gotten from thier sales sharks, I've never even considered taking a car to them for service. I nearly had to run over a sales guy and his manager to drive off of the lot at Tyson's once, after I had repeatedly told the guy I didn't need his help.

I did buy two of my 5 Mazdas, one new, one used from Brown's in Fairfax.

Haha, you know of Rosenthal eh? I got mine at Tyson's. It was a mess from the start, I constantly regret not taking my business elsewhere, but then again, I was turned off by every dealership I visited while shopping for a car. This city is just hell when it comes to customer service, in any business.

My favorite part is when I get a voicemail on my cell, an email at home, and a voicemail at work, all from my service rep pleading with me to give him a good grade on Mazda's damn service surveys.

Anyway, back on topic, I'll probably just take the advice of talkin to the sales manager. He's a pushy jackass, but I don't have many other options, and I agree with other's who say plastic trim isn't worth starting a war.

 

[erhayes]

I'm beginning to believe this non-issue must be tied to an ego as in "it is the principal of the thing" After a talk with the sales person and the manager, I would have dropped it. Aggravation and lost sleep over next to a nothing issue is foolish in my opinion. My friends would tell me "to get a life" and do future busniess with another dealer if possible.

 

[jmhumr]

I'm beginning to believe this non-issue must be tied to an ego as in "it is the principal of the thing" After a talk with the sales person and the manager, I would have dropped it. Aggravation and lost sleep over next to a nothing issue is foolish in my opinion. My friends would tell me "to get a life" and do future busniess with another dealer if possible.

Of course it's the principle of the thing. I used those exact words in a previous post.

The main reason bad service exists in any walk of life is because people put up with it. If 90% of customers didn't turn their heads to bad service, I guarantee you dealerships wouldn't be the jerks they've become. Here in DC, people move too fast and don't have the time to fight. I do have the time, so I'm gonna take advantage of that. Otherwise I'm just feeding the cause.

 

[Killer]

all over 2 cheap pieces of plastic.

 

[erhayes]

all over 2 cheap pieces of plastic.

No, it is over little scratches on two little pieces of plastic. O-Well; to each is own on how to spend ones life.

 

[cruzdreamer]

I don't think it's acceptable to drive away with scratches on a brand new car especially if it's an area that shows. Take it to management and get something done I say. Why should we accept that when we are paying almost $30,000. It's not a little thing...depends on how you feel about your car....if it was used that is one thing, but it's not! You just have to know how to talk to the manager(not necessary to yell and get mean)and it should get handled. I agree there's so much poor service and too many times we let them get away with it. It's not being an ass by any means, so don't worry about complaining! I would and did and everything was easy and I was really good about it and so were they. Good luck.....get it fixed now and not later.

 

[jmhumr]

all over 2 cheap pieces of plastic.

If it's no big deal, I'll give you my address and YOU can buy them and ship them to me. (thumb)

 

[IrishMidak]

Of course it's the principle of the thing. I used those exact words in a previous post.

The main reason bad service exists in any walk of life is because people put up with it. If 90% of customers didn't turn their heads to bad service, I guarantee you dealerships wouldn't be the jerks they've become. Here in DC, people move too fast and don't have the time to fight. I do have the time, so I'm gonna take advantage of that. Otherwise I'm just feeding the cause.

Good to see someone else who is willing to take the time to keep these bastards in check. If you buy a new car, it should come to you flawless and any flaw found, should be righted by the seller IMHO. I do like the suggestion above of coming at the sales guy on a Saturday while he is with other customers...IF you can not get the service manager to replace them, which is the way I would go first. Like I mentioned before, I am getting a $600 hood out of them for my MS3 so two pieces of plastic should be easy enough.

 

[peajay]

yeah...and i bet those 'cheap' little pieces of plastic still retail to the public for about $600 as well.....sadly.
i scratched a customers 'wood' (plasic that supposedly looked like wood) trim panel on a dash in a lincoln LS and it cost us $300 to get the new trim piece.

 

[Killer]

If it's no big deal, I'll give you my address and YOU can buy them and ship them to me. (thumb)

I didn't drive away from the dealer with a car that has defects.(fuoops)

 

[Mazda3]

(lol) (inout)

 

[mmolenda06]

Don't feel bad. They scratched my trim ring up too when they were installing my CD changer. Then they tried to tell me that I did it...the general manager that is...told me that my purse must've scratched it up because his wife did it...then after looking at my LEATHER BOTTOM purse (no way in hell it couldve scratched it b/c I don't even drag it over the damn center console at all) they told me it was my jewelry...I don't wear rings and my braclet hangs a quarter of an inch at the loosest point...the GM told me it will look scratched again within a year. Anyway, they agreed to replace the parts, then while replacing the ring they broke it!! They ordered another one and finally replaced it. I plan on taking my car up there next year and showing the idiot GM that I, in fact, can take good care of my car. This was after they RUINED my paint and buffed the black trim in between the doors, so now I have circular buff marks that WILL NOT go away. Count your blessings dude. Sorry, I'm still bitter as you all can plainly see...nevertheless, they screwed up your car, don't relent...go in there and demand the GM and tell him you're filing a BBB report...I did, but I had way more issues with my dealer. At any rate, you leave a scratch on his record that won't go away...you can always replace the part (BTW, I think it costs more like $80.)