When I got home from work yesterday, I saw a piece of trash laying in the driveway that fell out of the garbage when the trash guys came...or so I thought. When I walked out to get the mail, I found that the piece of trash was the Purchase and Delivery Satisfaction Survey. That's the only mail I've been LOOKING for, the first my mail carrier has ever dropped, and I ran over the damn thing with my new Goat...of course. :lol:
I completed the survey today with all "completely satisfied" except the On Star entry, which was marked as N/A. The two lines they have for additional comments just wouldn't do for me, so I wrote an attached letter. I thought I would share it with you because I feel it is just as importaint to praise good customer service as it is to bitch obout the poor.
Gerry
Pontiac Customer Service,
I wanted to take a minute to properly praise Auffenberg Pontiac, in Farmington, MO. The highest mark on the survey is “completely satisfied”, but that rating does not do justice to how I feel about them. In my life, I’ve owned over a dozen vehicles, with half of them purchased brand new from a dealership. My experience at Auffenberg Pontiac, was by far the best car buying experience I’ve ever had.
I have another Pontiac dealership 10 minutes from my home, but I drove the ½ hour to Auffenberg to give them the first shot at the sale. A year ago, I needed to have some emergency work done on my father-in-law’s Yukon before driving it out to Colorado to cook BBQ for troops returning from Iraq. Auffenberg was the only dealer in the area willing to work me in, cleaned & adjusted the brakes, and sent me on my way with a reasonable charge. A dishonest dealer could very well have stuck me with a very expensive repair, but not Auffenberg.
At that time, I had the flu, was running a high fever, and was not comfortable sitting in the waiting room with the other customers, so I sat outside. One of the salespersons, Jamie Lashley, took the time to stop and ask me if I needed a drink of water or anything else.
When I decided on a new GTO, I took some time to visit four other dealers in the St. Louis area. While I did like one of them, none made me feel like I’ve felt every time I’ve set foot in Auffenberg – like I was their #1 customer.
When I decided to make the purchase, my daughter and I called to make sure Jamie would be available. Upon arrival, I found that the only GTO they had with the manual transmission available for test drive was sitting on the showroom floor. Jamie and the staff didn’t bat an eye…they pushed it out and had it ready for a test drive in just a couple minutes. The test drive was short, and when I arrived back at Auffenberg, Jamie was waiting with the deal I was looking for, and we started the paperwork.
I just took my new GTO in for the first (free) oil change, and was just as impressed with the service department as I was a year ago. I asked if I could go over a few things with the mechanic while the car was up on the lift, and not only did I get to go over a few things, I learned quite a bit.
The most important thing I learned, though, was that I will be buying my next new car from Auffenberg, taking all of my dealer work there for both of my Pontiacs, and have already been recommending to my friends, family, and the general public on the internet that they should do the same. Every person I’ve dealt with there has treated me EXACTLY like a customer should be treated. Thank you Auffenberg!
And on a final note, I apologize for the condition of the survey. I’ve lived in my new house for a year, and my mail carrier dropped the survey in the driveway (the first time she’s dropped anything). When I pulled in from work yesterday I, of course, ran over it with my new Goat!
Happy Customer and Loyal GM Owner,
Gerry
