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Well, I took my baby in for the first service. Let me tell you the story since I'm going to write it up and send it to Acura anyway.

I've got the thud/crunch thing going pretty well. I hear it every time I go over a decent bump - sounds like the right front shock to me. The sound is the same as when a shock has gone bad. So I called the Leith Acura, Cary NC dealership two miles from my home on Thursday and asked if there was some way to squeeze me in on Friday since I'll be out of town Mon-Fri for the next two weeks. They were very nice and said yes but it would be busy and they couldn't promise they would get to it. Positive so far...

Friday morning I drop it off and ask the service guy if he recommends changing the oil before the 7500 miles in the manual - he convinces me I should so I ask him if they might be able to do it and he adds it to the order. I remind him that I also stopped by a month ago about the radio replacement because of presets 4 & 5 and he said he would check on it.

At 2:30 PM I called him and he said they were just going to take it in the back and that they also had the touchup paint I requested. I told that I already picked it up so I wouldn't need it. He also said the radio was in and I told him that since I had not planned for that to be done I had not taken the CD's out of the radio so could he please do that for me.

When I picked up the car:

a) they had not been able to replicate the thud (I heard it twice driving away from the dealership!!) I don't know what to think since everyone who rides with me also hears it.

b) they put the touchup paint on the bill without labeling it so that after I paid and questioned why the oil change was so much ($43) they told me the touchup paint was on it and therefore we redid the bill with a credit for $6.

c) the tech who worked on the MDX put the CD's someplace and didn't tell anyone and left so I had to search for them in the MDX.

d) THEY PUT A SMALL TEAR IN THE DASHBOARD MATERIAL JUST NEXT TO THE RADIO!

When I explained to the service that I was not happy with service I received, he immediately starting to rebutt me saying that he had squeezed me in and then was able to do the oil change, and that even though there are other people waiting for their radios to be fixed, he did mine.

I about lost it. I reminded him that I was one paying the bill, not him, and I expect excellent service on a $40K automobile. Especially since I didn't hold him at gunpoint to do the oil change and radio. Also, that if the radio was mine to be fixed, they should have called and told me it was in, or if it was not mine what they h--l were they doing putting me ahead of someone else. And finally I couldn't believe that he was saying that because it was a busy day it was OK to make mistakes!

As you can tell, I'm still po'd. Now we'll see what their going to do about the tear in dash.

Thanks for letting me vent. I may start driving longer distances to other Acura dealership for service if this is any indication of this dealerships abilities and attitude.
 

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Hey Mesa,

I'd want to vent, too. While I'm quite happy I didn't buy the RX300, I sometimes wish that I was buying the bettter dealer service that comes along with a Lexus purchase (my mom has an ES400, and my parents both echo that they've had nothing but perfect service). I'm still waiting on my CD changer (I drove my car off the lot and have yet to find <i>any</i> CD that doesn't skip in the OEM changer. It took my 45 minutes of convincing (with less than 300 miles on the odometer) that I should expect a $40K vehicle to have some reasonable tolerance to skipping in the CD changer (that happens to be part of a $2600 option package).

Fortunately (tipped off on this forum about "the thud" I had them inspect the relevant nuts prior to delivery, and I haven't seen that problem.

I'm still waiting for my changer, and hope that I will see better service than you've expected. American Honda officials beware--you better deliver more than a good vehicle (with strong service and support from Lexus and BMW) if you plan to keep sales strong after the initial honeymoon period.
 

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Mesa;

Sorry to hear of the troubles. The tear in the dash is F'ing UNFORGIVABLE. (PArdon me, but it boils my bllod and it's not my car)

I assume/hope it is printed ON THE SERVICE RECORD.

Two comments: I NEVER schedule service on a Friday. I want to be in a position to just say "Hey, no problem- I'll just hold onto these hear loaner car keys and you can finish it tomorrow". I call in the afternoon and have them fax over the documents- that way I KNOW it's done.

(I once kept a loaner over the weekend and took it on a business trip through Wednesday night- last time my vehicle wasn't done. This wasn't an Acura.)

Write a letter to Acura. The only way they can fix their dealer network is with Ammo from consumers. Surveys are fine, but documented examples of working being avoided (thud) in exchange for billable work (oil change) plus damage to the dash (which they will either try to "repair" or bill to Acura as a warranty) are important to them. I've spent some time talking to the district manager, and as a result get stellar treatment. and I an NOT an easy customer.

BTW, comment about Lexus: Is it possible the owner profile is such that the same level of service at Lexus and Infiniti (or Acura or BMW) is perceived differently? Are expectations of customers different based on what they drive?

Good Luck- Don't let em patch the dash.

Ard
 

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Since I also own an Infinity I can attest to the exemplary service that I get from them. Also, since I have moved many times since I bought the infinity I have used no less than 4 Infinity dealers for service. Without exception I have always recieved professional service and have always recieved a loner Infinity while they worked on mine. When I took my MDX in for an accessory installation they gave me a rental Saturn base model that was a pile of c**p and only after I asked for it. Don't get me wrong I love my MDX and believe that is second to none. However, if Acura wants to really play with the big boys in the luxury market they better choose their dealers more carefully and provide a level of service comensurate with their competion. I can assure you that if Infinity or Lexus offered a similar competing product to the MDX I would have have purchased it in a heartbeat.
 

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Ray;

I own an infiniti too. Gotta tell you though, there's no Y in infiniti....

But I do agree with the level of service, especially with the Q.

I have also lamented the difference in Customer service quality, and had a frank discussion on this with the Acura rep- don't know what they will do, but feedback is key.

Ard
 

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Hmmm....sorry about the spelling. You bring up a good point and since I doubt that anyone from Acura Corporate really reads this forum I will send a nice but pointed letter to Acura Customer Service and Marketing after my first scheduled service.

Ray
 

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Oh Great.

I am in Apex, just a few miles from that Dealership. I wasn't too impressed with the sales folks (they acted like they could care less if I bought an MDX from them).

So I went through Fayetteville Leith, and they were as nice as can be. I suppose if the Cary one is too obnoxious about service, I'll just be driving an hour or so to Fayetteville. Ugh.

-Alex
 

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Leith Fayetteville Rocks

alex,

Trevor Hammond was my salesman - he was really good. Saw you on the carolinas board - as soon as we get a few more we'll ask admin to set it up

KOT!
 

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mdxxxx said:
Sorry to hear about your experience MesaBeige... Stay on their as$ for as long as it takes to make it right!
:3:
EVEN IF IT IS TWO YEARS AGO!!
 

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WOW another resurected thread from the past....:eek:
 
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