I am a former csa of vioc (not the one in this complaint). Although I see why you would be frustrated, they could have been short staffed that day where everyone was in the pit taking care of something (sometimes its necessary). The reason we HAVE to guide you into the bay is for safety. You could easily run into he pit and not only destroy yiur vehicle, but potentially injure yourself and employees who could be on the catwalk or something similar. I'm sorry this angered you, but it was a huge safety issue and liability...you were in the wrong on that one. Also, if you were unruly or aggressk e, thag could be another issue. If anyone ever was angry or yelling at us, my boss made us turn them away. Thr fact is, we don't know what impulsive decisions an angry canustomer may make, so we don't want to be put at risk. Vioc cares very much about its customers. But safety for guests and employees alike comes first.
I think it's pretty insane that you all are ganging up on her. As she said, she attempted to find someone to help...there was no one willing to assist her, or even explain what you all just did oh so professionally. She OBVIOUSLY was not trying to destroy someone's "super hard work" or be rude. I mean..this may come as a newsflash, but you aren't getting paid to just stand around and text or go on facebook or whatever else it is you feel is much more important than doing your job. It sucks when you complete a task and have to re do it because of customers. I worked at several retail stores before graduating college, and i know. But, the truth is, the customers don't know you worked until 2 AM on the displays the previous night, and as I've stated- you ARE getting paid, so...you just have to get over it. it's why you finish school..to move out of the crappy field of retail. And, really? MOST retail stores focuses are set on selling their merchandise. Not just displaying it. So..how rude that she 'assumed' she could actually buy the merchandise that was displayed?
There was no reason for an associate to be blatantly rude to a customer. I'm guessing Forever 21 does not focus on training you in Customer Service. What she SHOULD have done was asked if she had removed the dress, then explained politely that she was not supposed to do that, why she wasn't supposed to, and even gone out of the way (this is a TOUGH ONE I know) to explain the hold policy, check to see if it was on hold, and if not, see if she wanted to have it held! I mean, obviously neither of you had a problem doing this (rudely) in your own free time...without getting paid...so why should it be so different when you're actually at work?
You need to realize that you are representing yourselves very poorly. I have an image in my head of high schoolers or girls who are going nowhere but minimum wage for the rest of their lives. Sucks to suck, i guess.
I was a CSR for Valvoline, and I did like my job. However, what you do not realize is how much stress the CSR is put under to 'make numbers' constantly. I am in NO WAY excusing his behavior. Chances are, he is usually a technician and the store either doesn't have a permanent CSR (most low volume ones do not, so the technicians have to rotate- which most of them have not been trained on the csr position- and it is nervewracking because more often than not, the csr is the one getting cussed up and down the street for telling you about your car)! However, first of all- if this is a vioc, we do not do ANY kind of repair work. We do preventative maintenance services- oil changes, tire rotations, recharging the AC, trans and radiator flushes, battery replacements, etc. I am going to assume that you just misunderstood him. He probably recommended an ATFE (auto trans fluid exchange)...but, if you truly did have a leak, we would not have done that service.
As far as your transmission leak, and other visual inspections that were noticed, these are communicated from the technicians. But, going back to what I stated in the beginning- it is our JOB DESCRIPTION to go over all these inspections with you. Not only that, but let's hypothetically says your serpentine belt is very worn and cracked. We don't say anything to you about it, nor do we note it on the invoice. On the way home, it's had it and breaks. You're stuck on the side of the road, and somehow find us liable for not communicating this with you. Making sure you are aware of EVERYTHING we notice is not only important in making a sale, but it at least gives you an idea of what we found, what is due based on mileage, and also protects our company.
Also, I did not work at this service center, but at miine, we had to go to several classes and be certified by the Manager and Area Manager, and get reviewed at least once a month, before we could even touch a car. I am certified to work on top side, and had to do this job for a month before I was a CSR. It's definitely not a "lack of training." Mistakes DO happen, and I am sorry for that one. I KNOW they would not remove the plug on purpose for you to buy that service. If it's the service I'm thinking of, draining your fluid out would not do anything. We also will not perform a TFE if there is no fluid...plus, we top off transmission fluid for free (Automatic transmission anyway...you did not specify whether you have a manual or sealed transmission). But, in this case, the tech probably thought he had fixed the error and didnt want to cause unnecessary drama by telling you. I'm SURE he received a final written warning, if not termination, for not saying anything. But, he didn't tell the CSR, so how would he have known?
The CSR is TRULY there for your benefit. It is solely their job to inform and educate you on thiings we noticed and services you're due for- simply based on your mileage. I do not pressure my guests. We do not work on commission, nor do we get any kind of bonus for our sales...just hourly employees, so if you do not want to do the service, the most that will happen to us is a tongue lashing from the SCM about our sales. So, please, do not blame all your issues on the CSR.
