Bad customer service

   kevgraham7 - 01/31/2008

I was very disappointed/frustrated with the customer service. The girls at the front desk were borderline rude through a polite facade. It was apparent they thought I was a difficult customer. I was not difficult or bothersome, all I wanted was to be kept informed.

At one point I was placed on hold (forgotten) for 10+ minutes and had to call back. When the repair went much longer estimated, I wasn't contacted. I had to call many times for status; mostly I was told that it was almost ready and should get a call soon. The 1st time was on 1/25. I did not get my truck until 1/31, 6 days later. I have no prob with an extension in repair time but I do want to be informed that it's going to take longer and why. At no time between the 25th and the 31st was I contacted to explain what was going on. Also, whenever I asked about what parts were being replaced, what the damage was, and why it was taking longer; the girls couldn't answer and and made me feel bothersome for asking. When picking up my truck, I asked again about the damage and got the same. When I finally got past the girls and was able to speak to someone knowledgeable, I was able to get the info I wanted. As the customer I just want to be aware of what happened and why and I think this is a reasonable expectation. The process of my trying to stay informed was exasperating.

When finally talking to the repair guy I was very impressed. He is obviously very competent. He walked me quickly through the repair discussing what he did and why and pointed out some details that I couldn't have picked up on from the receipt. The conversation was easy and I felt satisfied that the repair was performed correctly.

So in summary, I am very pleased with the results of the repair and feel the work is very high quality. However, due to the poor customer service I received, I will likely never return (nor recommend Black and White to others) unless warrantee work is needed for some reason.