Go somewhere else.
Go somewhere else!
I went to Santa Fe on 12/21/10 to have a remote starter in a 2002 Grand Am. When I initially talked to them on the phone, I was told it would "take a couple of hours." Since this was a Christmas present, I decided to wait rather than drop off the car and ruin the surprise.
When I arrived, I was told it would be 4 hours. So I waited and waited and waited. 7 hours after I arrived, I finally got to leave - of course without the starter.
They never could get the starter to function, blaming it on the tech support of the manufacturer. Well, I'm not the manufacturer's customer, I was Santa Fe's customer, so don't pass the buck.
As I waited I never had anyone come and tell me what the status was on the car, I always had to go and ask. On two occasions, I went to the desk and asked an individual, who I later found out was the manager and he did not even acknowledge my presence or question. He simply walked into the back and then another individual would come out to speak to me, Great customer service???
As it approached their closing time, I was told they were still having difficulties and I had now had the option of them removing the starter and they would "try to figure out the problem." I was told it would take 20 minutes to do so, actually took 40 minutes.
Now, I realize difficulties arise in installations from time to time and I would not be giving them a negative review if the following had happened:
1) Keep the customer informed and advise them on the issue.
2) Acknowledge the customer when they ask you a question. A "let me get the person helping you." is much better than just walking into the backroom.
3) Instead of worrying about getting your equipment back, worry about the customer. I should have been given the option of leaving with the starter in the car and coming back. At worst, I might not have returned with a piece of equipment which at wholesale is probably worth at most $100. Compare that possible loss to the loss of business that will occur from people reading this review.
4) Don't just stammer an apology when a customer expresses their dissatisfaction. Ask "What can I do to make this right?" Make the customer feel valued.
???. Good at what they do. Keep up the good work.
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