Westco Motors are a disgrace. I attended 8 July 2010 for a 80000 km service on my 2006 Mazda Bravo. A hodgepodge of errors ensued. Detectable suspension damage was overlooked despite requests for careful checking. This resulted in my vehicle breaking down in an isolated area. Tappet and valve clearances were incorrectly adjusted resulting in later rectification expenses. Over adjustment of the handbrake caused excessive fuel use and also required subsequent repair. At one point I was left seated at a desk while the Westco staff member opposite sat mutely looking at a computer screen for 21 minutes. Yes, no greeting, advice, or explanation for 21 minutes. Requests for an additional filter change, radiator rodding, and replacement of screws securing a water tank (notwithstanding the fact I was willing to pay) were declined as they evidently did not accord with Westco service criteria. Errors by Westco have cost me $630 in rectification. To add insult to injury, I was also incorrectly charged for an additional hour of labour.
On October 21, following a complaint to Mazda, I received a call from a Westco staff member - someone called “Rob”. The call was so brief I cannot recall the full name of this party. Other than a brief introduction and something along the lines of goodbye, the sum total of the conversation was, as I recall:
“ … I’ve been told my Mazda that I have to contact you. I don’t know what can be done, but there’s nothing I can do. Mazda told me to phone, so that’s what I’m doing.”
“So, is that it?”
“Yeah, pretty well - Mazda asked me to phone, and I don’t really know what you want me to do.”
This sort of response and indeed my whole scenario would surely make a useful staff training guide on what not to do in assisting and communicating with Mazda customers.
I had hoped the lack of courtesy and stuff-ups I experienced on July 8 were a one-off; however the terse, disinterested, and thoroughly churlish response I received from Westco management (?) on October 21 suggests a rather more endemic situation.