Show me some love, Pauly Honda

Image from Dealerrater.com

 

A few months ago, my wife, daughter and I were stranded in our Honda Odyssey at a rest stop in southern Illinois (coming back from Florida). After calling road side assistance and a $75 fee, the mechanic reviewed my battery (damaged cells without water) and said it needed to be replaced. After the jump, I drove nervously home knowing that I could not turn off the car until I got home — about another 300 miles.

A few months before the bad battery, Pauly Honda of Libertyville had changed my oil. During this service, they claim to check all engine fluids which includes the battery fluid. Was the battery fluid checked?

Once I got home from my challenging trip, I went to Pauly Honda to get my battery replaced. It was still partly under warranty so they applied the value of the remaining warranty to a new battery.

As they were servicing the battery, I told a number of Pauly service technicians my story. In other words, the story I’ve just outlined and included the fact those battery levels were probably not checked in January, the fact that I had to spend $75 and 60 minutes of our time waiting for roadside assistance, and that I’m spending Monday morning to get this addressed.

Do you think any of these service professionals paid me attention? Did they at least pretend to hear my story? Did anyone apologize for my inconvenience? I know it was Monday morning and it takes time to get going for the week, but does that mean Pauly Honda is short on customer service because it’s Monday?

I suspect service did not do a complete job in January during my oil change and I guess sometimes you have to factor in human error but what about making a trying situation a little more palatable? For example, “I’m sorry Mr. Schwarm for your car problems.” A little understanding and empathy could be a powerful antidote to that sour taste in my mouth I have about my recent service at Pauly Honda.

A few months ago, my wife, daughter and I were stranded in our Honda Odyssey at a rest stop in southern Illinois (coming back from Florida). After calling road side assistance and a $75 fee, the mechanic reviewed my battery (damaged cells without water) and said it needed to be replaced. After the jump, I drove nervously home knowing that I could not turn off the car until I got home — about another 300 miles.

A few months before the bad battery, Pauly Honda of Libertyville had changed my oil. During this service, they claim to check all engine fluids which includes the battery fluid. Was the battery fluid checked?

Once I got home from my challenging trip, I went to Pauly Honda to get my battery replaced. It was still partly under warranty so they applied the value of the remaining warranty to a new battery.

As they were servicing the battery, I told a number of Pauly service technicians my story. In other words, the story I’ve just outlined and included the fact those battery levels were probably not checked in January, the fact that I had to spend $75 and 60 minutes of our time waiting for roadside assistance, and that I’m spending Monday morning to get this addressed.

Do you think any of these service professionals paid me attention? Did they at least pretend to hear my story? Did anyone apologize for my inconvenience? I know it was Monday morning and it takes time to get going for the week, but does that mean Pauly Honda is short on customer service because it’s Monday?

I suspect service did not do a complete job in January during my oil change and I guess sometimes you have to factor in human error but what about making a trying situation a little more palatable? For example, “I’m sorry Mr. Schwarm for your car problems.” A little understanding and empathy could be a powerful antidote to that sour taste in my mouth I have about my recent service at Pauly Honda.

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

7 Responses

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