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.
BLUF: I am very grateful to Kyle and Abby for their service and professionalism on Tuesday. Thank you very much! (I hope I got both their names right!)
I'm typing this from my home in Davis, California, and I'm grateful that your team worked with my tight schedule to make it happen. I was up visiting my father, who lives at Patriots Landing in Dupont. After taking him to dinner on JBLM Monday evening, my glow plug light came on, followed by my check engine light. It was too late for me to call anyone for service, but I woke up early to contact the Mercedes service number in Fife on Tuesday morning. My calls went to their voicemail twice and I was desperate to get my Sprinter evaluated and fixed that day, because I was going to make the 700-mile drive back home starting early Wednesday morning. I found your shop by Googling "Sprinter service near me," and called your shop around 10am; I also reached your voicemail, but announced that I was heading over.
Upon reaching your lot, I was a bit worried, due to the large number of Sprinters parked there. However, Kyle immediately approached and gave me the low-down: they were short-staffed and Abby was out on a parts run. He couldn't even look at my engine until she returned and opened a ticket. However, he invited me to your waiting area.
When Abby returned, I explained my need for same-day service. Despite being short-staffed, she worked the schedule and got Kyle on my Sprinter with a diagnostic evaluation, which confirmed that I needed a new glow plug. He told me how much it would cost, and I told him to "do it." He did it quickly, then took my van for a test drive. During that test, he also noticed a small, but important misalignment of my floor mat, which prevented me from fully depressing the accelerator. I had not mentioned this to either of them, but since I had my Sprinter repainted last year, I've had a feeling that my van just wasn't as "powerful" driving over the mountains on I-5. Although I needed the glow plug replacement urgently, I am especially thankful for that attention to a small detail, which made my drive home much faster. I had literally been going crazy with constant minor readjustments of my diesel power module, trying to figure out why I wasn't accelerating like I had been prior to the paint job; the drive home had me smiling as I crested several passes cruising well over 60 mph, and I topped out at 83 mph several times along the drive.
In addition to her professionalism, Abby was very gracious in telling me about the business, and automatically extended me your military discount. She even made an adjustment for the credit card surcharge that the machine added. So, to summarize, I am very grateful that I chose to drive to your shop instead of going to Fife on Tuesday morning, and I've saved your contact information for future reference. Since my father fell and broke his hip in Jan 2021, I've made regular drives up and down I-5 in my Sprinter, and although I don't want to have to call you again with an emergency, I will make it a point to schedule my regular service with your outstanding crew in future visits to the area.
Please pass along my thanks to both of your outstanding employees,
David Kutz