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Customer Service destroys loyalty

This reminds me on the day of delivery and the first 6 weeks, just on day one the windshield needs to be replaced before I picked up the car. Obviously the tech hasn’t done it before, glue all over, leaking. It took them 3 tries 2 windshield to get it right including replacing the a pillar trim. Funny thing was they ask a tech who lived nearby to drive a loaner to my house after work, picked up the car and drove home (his), then next day driving my car to work, something I never heard of from any premium brand In my life.

Besides the growing rate, another issue is turn over. It looks like there are high turn over rate at SC, different faces each time. if they cannot retain skilled workers then it left them no choice but to hire new one or ask someone not skilled/trained to perform something they are not familiar with and this leads to quality issue. Yesterday, I scheduled for bio defense filter replacement, and they gave me an estimate which is different from the actual correct cost, I asked them why, then I got an updated estimate which matched a new cost, the only problem was it included other service which I didn’t ask for and they were higher. It seems like each question is answered by a different part time agent who never bothered to look back at the history of the communictions.

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