Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
I have seen a steady decline in customer service, but especially quality of work performed at this facility. Recently, I experienced an issue with an O2 sensor malfunction, it was from a water log most likely from recent torrential rain and flooding. After a month, I was finally able to have them administer a full diagnostic test after some uncertainty and diagnostic analysis by the actual certified tech.
I was told without doubt, it wasn't the sensor indicated on the code, rather the upstream sensor. I found that to be suspect, because logically it didn't make sense to me. And so I took it to another specialist, who I trust also, for a second opinion, and he concluded that their diagnosis was wrong or incomplete.
Dave's recommended that a sensor in perfect working order be replaced, which is a more expensive sensor part. I actually purchased that sensor, then installed it without issue. To prove a point, my friend with his shop computer, ran a second diagnosis, and the results were suprising. The initial problem hadn't been remedied, and the problem sensor was in fact not showing voltage. In addition there were other issues overlooked, that if a complete diagnosis was conducted would have been reported to me. So, the proof is in the pudding so to speak.
In good faith, I called to address my complaint. I spoke with Everett, who became increasingly agitated over my concerns. He was dismissive and wouldn't hear me out, and finally he hung up the phone. Mind you, I never swore at him or insulted the man but I asserted my opinions with vigor.
My theory is that a more expensive sensor would be advised to replace. Then, the cheaper sensor would actually be replaced, and they retain the difference. So as individually this doesn't equate to much, however, in the larger scheme it adds up considerably for them.
But I can only present what proof I have, which is circumstantial at best, and is only my theory. Regardless, I think he behaved unprofessional and cavalier about the situation. As consumers, we have a right to be heard, a right to be informed and a right to choose. So I choose to terminate my business at Dave's and I urge others to do the same. And not just because someone hung up on me, it was a culmination of service issues over a considerable time. Frankly, I just don't trust their service anymore.
When you hang up on a customer, it has consequences, because I will tell my story for everyone else to make their own conclusions. And perhaps people just don't speak up enough, or had the same doubts as I did, well now they can be rest assured they aren't alone.
Customers are the backbone of your business, disregarding one is the same as disregarding all of them.