Colin's engine needed to be replaced and the most cost effective, reliable, replacement (with a one year, unlimited mileage warranty) was 4-6 weeks out. We had priced other options to rebuild his existing engine but it would've been much more expensive. Buying a used engine was not an option we wanted to take given the reliability of a used turbocharged Subaru engine with no service history. Colin understood his options and was able to weigh the cost benefits with the wait of a remanufactured engine from a very reputable Subaru engine builder. It is not only our job at Synergy to fix vehicle correctly the first time but to educate the customers of the process.
Keith called looking for a State Inspection. He is a new customer that has never been here. Synergy usually books out 1-2 weeks. We did have a short period of time open the day Keith called so we were able to get him in the same day. His car did not pass state inspection and we provided him with the detaied information why his vehicle did not pass and we provided him a quote before he had left. We called him asking why he didn't have an excellent experience and he said "I didn't know what to say, I have never completed a survey before but I had no complaints with your business".
We then asked was there anything else we could have done to improve your experince. Keith replied "No".