ReScore Reviews™ (5)
We apologize for the frustration this situation has caused. When we are assessing a warranty situation, Subaru requires us to duplicate the condition in order to ensure we are replacing the correct part to resolve an issue. When yo brought your GPS in for us to look at, the technician tested the unit, and it was operating normally during all phases of testing. Under normal circumstances, we would not be able to replace the unit until we were able to confirm it's irratic operation. Since you had brought the vehicle in multiple times for the same issue, even though we were not able to duplicate the issue, our service director contacted our Subaru rep and he authorized us to have the navigation unit replaced in your vehicle. The audio/navigation units are not manufactured by Subaru of America. Depending on the model, they are manufactured by different audio/GPS manufacturers. (They make units for almost all automotive manufacturers). When we ordered your replacement unit from the manufacturer, they sent us an audio unit that did not have a GPS features like was installed in your vehicle. The box was labeled correctly and the units look almost identical. We are very sorry for the inconvenience as we understand that you are still experiencing issues with your GPS and just want it fixed. So do we! ;-) We have contacted the audio manufacturer, explained the situation and they are working to get us a replacement unit asap. We will contact you as soon as we have it to get it installed in your vehicle. Thanks again for your patience. We look forward to getting this issue resoved for you.
So, I got my new Forester home complete with an empty windshield reservoir (funny, but the car alerted me to that, as it did during the test drive), vinyl tape on the hood and tape residue (glue) on all 4 doors!
I then got the email alerting me that the delivery Checklist had been completed and followed. This is one of those times where automated emails (sent after I alerted the salesperson of the issues) are not elevating the car buying experience.
I realize this is trivial (although the tape and residue are still there; I bought my own windshield washing liquid), but if you constantly drill a customer to expect unbridled excellence, then it is a disappointment when it is not delivered.
But your name is on the back of the car delivered as it was and still is.
We are so sorry for the inconvenience for this mix up. It is true that our parts department did order the incorrect color trim panel the first time. When we reordered the part, the second time it came in, the box was labeled correctly but the trim panel was not the panel labeled on the box. We were truly embarrassed about the situation which is why our shop foreman Chris offered to install the part at your house when it came in. When I called last week, I left a message to let me know what day would be best for Chris to stop by, or if you were in the area, we could pop it in, in about 5 minutes. I called your house again yesterday as I had not heard from you. I spoke with your husband who said you would be stopping by tonight around 4pm. We have double checked that the panel in the box is the correct part this time. We truly appreciate your patience and apologize for the inconvenience. See you tonight!
Thanks for sending in your review. We were aware that the process was not smooth, so your comments were fair, and became the focal point for a team meeting. Beginning with a data entry error on the transmission/wheels - Human error, but should not happen. We’ve discussed it with that person, and made them aware that a simple mistake can be costly both in dollars and reputation. The sales associate was new to the team, eager to do things right. On one hand it sounds like they missed some cues in your conversation, but at the same time it is to your benefit to hear the finance or lease programs. It was not the right thing for you, but other folks do change their mind after hearing the options. Still, the presentation needed polish. Lastly, the delays in having the car ready on time was a service issue, and thus we brought the service managers in to go over the issues you experienced. Overall, we want you to be excited about the vehicle, and it’s on us that you were disappointed. We have high expectations for what we do, so this one was certainly a reminder that even though we have very high ratings, we must work to improve.
Mall issues that separate good from great.