Hiley Mazda - will their weird tactics ever end?
 

So I'm on lunchbreak at 1pm... i go home have a sandwtich and wanna catch a quick nap before I go back to work. My phone rings. Its hiley mazda of hurst (the people that sucked ass doing the recall work)

I thought this lady was calling to tell me that the little parts for my warrenty work were in and I could swing by to have them put on (little button for the power seats and a new key FOB)

No.

She starts rattling off about "how did you like your recent recall expereince" so i told her: it sucked, it took 4 hours, i didnt get a free wash or a free tank of gas etc etc. I got flak for my mods. She told me "well we are not aware of the fact that we were supposed to wash and fill your car after the recall" BS, go check with MNAO.

On top of that she starts asking about this survey i'm supposed to get in the mail. and said something that was very fishy. "if you make sure to drop this survey off at our office I can get you a free tank of gas, but you have to drop it off here."

Now I ask you, WTF? Why does it matter if i drop it off vs. mailing it in? Unless you might wanna fuck with the actual rating? Why should I have to jump thru more hoops and waste my time just to get a free tank of gas when it should have been given to me at the time of the recall?

I was pissed enough as it is at this dealership, but they call me wake me up and from what I'm seeing are trying to bribe me into physically giving them the survey.

Advice on the situation? I want my gas damit (yeah im being a bitch about it) hah but I don't want to give these fuckers at Hiley Mazda of Hurst the chance to weasel out of my very honest opinion of them.

By "drop it off" they mean "give us a chance to look at it so we can tear it up if we don't like it." Very ballsy of them, and a good reason to call MNAO.

Include this story in the survey, then bring them a COPY of the survey. Get your free gas and flip 'em off on the way out. :evil_laug

All dealers have access to that survay. If you give them a copy and give mazda a different copy (real copy), the dealer (any mazda dealer) will know.

is that a problem? sounds like he/she doesnt mind letting the dealership know how he/she feels about their service and his experience with them.

well according to the words of the lady from hiley that called she said she would get me a free tank of gas if i dropped it off. nothing was said if it had to be a good survey or not. in THEORY i could completely bitch them out on the survey and still be promised gas. I doubt that's how it would work though.

This latest altercation just gives more fuel to my fire in my big bad letter to MNAO, heh

Im saying it looks bad when you do that. So when you take your car do a different dealership, they see that you lied to the dealership and went above their heads. Your service wont be as good i can count on it.

I know this from experience. I count the parts in the back room of many different dealers once a year, so i get to speak with them freely.

screw Hiley obviously they dont value the customer, i mean how much is a tank of gas or a free wash compared to losing a customer's business for future? very short minded of this dealership

not to mention all the badmouthing I plan to do on them.... forever :)

CUSTOMER? You already are their customer ROFL, you purchased the car. They dont make any money from you anymore, unless for oil changes and small stuff like that.

That is absolutely not true. Dealers do not have access to other dealers surveys. As for wanting someone to drop off the survey at the dealership and offering a gift, that is totally against MNAO guidelines.

If a dealership accually thinks that way they are shortsighted. As a customer, if you are treated well you tell friends and family. Also, if you are treated well you might buy another car in the future. There is tons of potential business from one very satisfied customer.

I didn't mention doing two separate surveys. I can't think of a good reason to blow rose-scented smoke up the dealership's ass and sent a scathing survey to MNAO. :dunno:

I was assuming they planned on taking the survey from him and mailing it for him (as in "We'll make sure this gets right to MNAO.") Then if they didn't like what the survey said, they could conveniently forget to mail it in. Manufacturers put a lot of stock in these surveys.

Providing them with a copy and mailing the original would negate the possibility of them "forgetting" to mail it. That's it. I made a three copies of the four-page complaint I had about my last dealer. One went to the service writer, one to the general manager, and the other to MNAO.

I don't have any hard numbers, but I'm SURE a good percentage of many dealerships' incomes comes from the service department.

never underestimate word of mouth and customer loyalty. Granted you dont buy a new car every yeah (unless you are really rich or really stupid) but treating someone right after they have given over a small fortune isnt to be taken lightly. I'm only 24 years old but I know if you want reliable business in the future you have to have a good past.

If anyone asks me where to buy a mazda I'm damn sure not telling them Hiley mazda. Now say in the next few years 10 good friends that were seriously looking for mazda's and I tell them anywhere but Hiley. Thats thousands of dollars of money Hiley doenst get because they wanted to dick me outta a little gas. Fuck Em'

In the current situation Mazda *HAS* made money off of me already, at least 50 bucks. Since all dealerships are given an allowence for this recall work from MNAO. I personally dont think im getting out of line with whats been going on. If mazda as a company didnt say antyhing about washes and gas, I wouldnt care. I just get up in arms in any situation where someone tries to take advantage of me.

heheh.. Mulligan..!!! sorry otherside had to say it forgive me.

Toxin look at the recall thread (yes the by now 150 page one somewhere in there zoom44 has links to papers detailing what the dealers should be doing to your car and FOR you. Print it up hand it to the manager and say "now you know". I have mine printed up and when I finaly get my letter if a dealer tries to mess with me in regards to a rental or anything the papers are coming out! Just kinda sad to see several "bad recall service" thread/stories popping up since I personaly believe the white glove treatment mandated is because of the ill fated "mulligan" video leak.

BtW the surveys still do count just got off the phone with a mazda survey guy (again!) about my recent service visit (damn tail lights!). I was hoping it was going to be my local dealer asking me to bring my car in for the recall but 'eh.. 3 minutes of my time aint much to give these guys a decent score (for that visit atleast!).

Also Toxin make sure you atleast hint in person to your service rep(s) (I only goto one myself makes things easier) that your knowledgable about the car, but dont be cocky about it. Its a fine line I know but if they know your knowledgable they'll be less likely to try to screw you around.

Ya know, you are right, that lady didnt even need to call him! The survey wont affect them at all! Sweeeeeet!

My dealer tried to do that same shit and offer me a free tank of gas. So I just did it online then drove to the dealer and got my free tank and handed over the papers.

Then I call the HQ and told them what they are doing.
Win win for me I guess.

We were supposed to get a carwash and fill-up when taking our 8's in for the recall? Sumbich.

I'm still holding on to the original survey that MNAO sent me for buying the car. The dealership told me that if I put them in as VERY SATISFIED on ALL the items on the survey and took the survey to them before sending it to MNAO they would give me a $50 credit on their Parts/Service department.

Yes it sounds kind of fishy/sleazy/disingenuous, but is it really against MNAO's gudelines on the survey?

I want to get the $50 credit for the cargo tray (or maybe the OEM sun shield)

White, what they offered to you is akin to bribery lol... I'd make a copy of the survey and hand them a fake one and get the $50 credit documented then mail/fax the real survey and credit to MNAO with a nice letter about them. I bet someone will have alot of explaining to do at that dealership. Be one thing if they just said "After you fill it out we'll give you a $50 credit" hence no real obligation to give them what they really want good scores more of a "thank you for filling it out.".