Pertaining to their parts department….
Ordered a part for a customer’s car. When I talked with the parts representative this person seemed quite confident the part number looked up was the part that I needed and asked no questions as to where the part was located on the vehicle. After awaiting its arrival (quite a long wait, but this is sometimes the case now when trying to order anything), we disassembled the dash and attempted to install the part. The part was not going to work. Figured out the part ordered, sometime back, was the wrong part even though looking identical. Okay, it happens. Called their parts department to inquire again if this was indeed the right or wrong part number, I was being helped by someone who didn’t seem to have the knowledge to look up an oil filter, who then found help from (I believe) the first person I talked to. This person finally asked all the questions that should have been asked at the beginning. However the part the car needed was not available at all, now discontinued. Okay, it happens. Now to the problem (excluding the time it took to get to the malfunctioning part that was ultimately not repaired). When asked when they could come back to pick up the part so I could get a refund “We don’t make special trips to do returns, we will put you on the list and may get it picked up.” Giving me the impression that my situation would be forgotten. Some time passed, no one came to pick up the part. I had to make the trip to Mooresville to get another part from another dealership, so I carried it along. Attempted to return the ordered part, polite gent took the part from me, pecked at the keyboard then excused himself for a moment. Another gent came from further back to say they could not give me the refund because it looked as though it had been installed. Yes, we tried to install the wrong part that was looked up using the vehicle’s VIN number and perfect description of its location and given the wrong part after disassembling the necessary components to get to the location of the part. I suppose this is just another notion of infallibility and lack of customer service in our world.