Since I began working for a service company, I’ve been paying a lot more attention to how companies can improve their customer service. I’ve recently purchased a 2010 Volkswagen Tiguan Wolfsburg from the VW dealership in San Juan Capistrano. I graduated from college in 2009 and this is my first big purchase! I spent months researching which car I wanted to upgrade to and I was all smiles that Monday--nothing could get me down. I was so elated! Until I discovered that it was leaking…

So, imagine my dismay when I had to return it to the dealership less than 24 hours after I brought it  home. They gave me a rental and I had to just wait to see what the problem with my brand new car was. The next morning, Tuesday, they had determined what the problem was: a faulty o-ring, which made the coolant leak from my car. What an easy fix, so I thought. However, they somehow didn’t have the part, so they had to order it and keep my car ANOTHER day. I was very upset at this point, but there was nothing I could do. So now it’s Thursday, and I’m supposed to get a call telling me that my car is finished and ready for pick-up…and it never came. I finally called in around 2 pm and they told me my car was now finished and that I would be able to pick it up that day.

When I got to the dealership, I walked up the cashier who simply had me sign one paper. I was on my way in less than 30 seconds. Next, I walked up to the Enterprise lady who let me just drop my key off, and I was handed my original car key back. The whole process took less than 2 minutes. Before I left, the service representative I was dealing with explained to me that this was a fluke, and that the Tiguans have a very good reputation. He said the dealership has never seen one come back to the shop before the 5,000 mile check-up. He told me that once the o-ring was replaced, all the technicians looked the car over from top to bottom to make sure everything looked the way it should to proactively fix any potential problems. They apparently didn’t find anything, which is good, and my service rep profusely apologized. He also said, for my troubles, he was going to throw in the front all-weather Tiguan floor mats (which are actually pretty expensive) and even had a little pink VW travel mug waiting in the cup holder for me.

They realized they had to make up for a fault that shouldn’t have happened to a brand new car in the first place, and they did a great job. I drove away with a smile on my face, new mats under my feet, and a new coffee mug. So, they get an A for effort—it’s not their fault that the car had a defect--but they did their absolute best to make it better.

I didn't go back to the dealership until my 5,000 mile check-up. I dropped off my car in the morning and the VW shuttle drove me to my office. The shuttle then picked me up at the end of the day and I was promptly given my car back--this time with a complimentary First Aid Kit on my front seat.

I will be giving them my service again and again--even though they’re 40 minutes out of my way. See how far great service will get you?

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