In article <1qhs7dINNj2b@hp-col.col.hp.com> tvervaek@col.hp.com (Tom   Vervaeke) writes: >    ... experience with Jeep service dept ... > While not exactly a service incident, I had a similar experience recently   when I bought a new truck.  I had picked out the vehicle I wanted and after a little haggling we   agreed on a price. I wrote them a check for the down payment plus tax and license and told them I'd be back that evening to pick up the truck.   When I returned, I had to wait about an hour before the finance guy could   get to me. When I finally got in there, everything went smoothly until he   started adding up the numbers. He then discovered that they had   miscalculated the tax & license by about $150. He then said he needed   another $150 from me. I said we had already agreed on a price and it was   their problem, I wasn't giving them any more money. The finance guy then   brought in the manager on duty who proceeded to give me a hard time. I   reminded him that I was the customer and I didn't think I should be   treated like that and that if he didn't back off he could forget the whole   deal. He made some smart remark so I told him where he could stick it,   snatched back my check and left. Needless to say, they were not pleased by   the turn of events.  Early the next morning I got a call from the general sales manager wanting   to know what happened. I related the story and he apologised profusely and   asked if there was anything they could do to change my mind. I told him   that if they gave me the truck for free I probably still wouldn't take it,   that there were other dealers in town, I was a repeat customer of theirs   and that they should learn how to treat customers,etc,etc...I was still   pretty steamed about the whole affair. He gave me the line about hating to   lose a customer and they would try to find a solution, etc, etc. I told   him not to bother, thanks, I'd go somewhere else.  A couple hours later, the owner of the dealership called me, all   apologetic, etc, etc, etc, and said that they would cover the $150 plus   knock another $400 off the price of the truck. I told him I'd think about   it and he gave me his private, direct phone number, his secretary's name,   and assured me that they valued me as a customer, etc etc etc....  I thought about it for a few hours and discussed it with my wife and we   decided, what the hell...that was a pretty decent deal, so I called him   back and accepted his offer. When I went back the next day to pick up the   truck, I received the royal treatment. Everyone seemed to know about the   incident, even the lot boy. Everything went smoothly and I was out of   there in my new truck in about 30 mins.  So, I guess I'm a reasonably satisfied customer. However, it should not   have happened in the first place. I was a bit shocked to have a sales   person talk to me like that. I don't expect them to bow and grovel, but I   sure don't expect to be given a hard time either, esp. when it's their   mistake.  Anyway, I'm happy with the truck and it turned out to be a couple hundred   dollars under invoice and they paid most of the first year's license fee.   I'm not sure whether I'll go back to that dealer, tho.