How has your experience with Smith been? I just moved back to the area after 5 years away and I used to dread going there for warranty work. Even the smallest jobs would take weeks and then be incorrect. But they're the only dealer a reasonable distance from me.
So my experience with them was less than stellar if I’m being completely honest. My service rep never once reached out to me in 8 weeks - I had to reach out every. Single. Time. For an update. and when I would not be able to get through to them and leave a voicemail, I received no response. And when I DID get through to them, they would give me the absolute bare minimum information, often no different than the last update from the previous week. And I understand - if there’s no legitimate update, then so be it. But explain it. Explain WHY it’s taking 8 weeks to get the work done. I essentially had to infer and figure it out on my own, which the average customer would not be able to do since the average customer isn’t obsessed with and knowledgeable about VW/cars like me.
it went like this:
1. Drop car Friday Nov 11/13
2. Monday 11/16, they call to tell me my sunroof frame is cracked and they need to order the part. It is on national back order, so it is expected to take 3-4 weeks to receive the part.
3. Manufacturer shipment of back ordered frames arrives at VW’s North American parts distribution warehouse Wednesday 12/16.
4. Frame is received by Smith VW the week of Christmas.
5. The shop’s master tech is on vacation until January 4th. No work is performed until he returns.
6. I call them Tuesday 1/5, my car will be ready Friday.
7. Picked up yesterday, 1/9.
two positives of my experience:
1. I accidentally purchased the wrong APR Dogbone Insert for my car, but happened to have a leftover insert from previous vehicle that was the correct type. I installed the old insert at first but it was already bent from previous vehicle and the performance improvement wasn’t fantastic. Whe I brought the car back for the warranty work, they swapped out my BNIB Type 2 insert for a new Type 1 and installed that for me, all free.
2. They mounted my RSE-10’s to the car for free.
I’m guessing they didn’t charge me Bc 8 weeks in the shop lol