In fairness, just from this…
In fairness, just from this article, we know very little about Michelle, her social skills or life experiences. It's sad, but too many customer service people need help for us to get the best service. Better to have lower expectations than to wait endlessly for the service rep to report back to you. "Eye contact" is not a good substitute for non-confrontational talk. And no, it does NOT cost $100 for an oil change, ever! To her credit, Michelle is very trusting. I would have treated that message as a scam - No mention of an oil filter, 'all the oil needed' (goes without saying!), an inspection "with pictures and video" (a mechanics body cam?), an alignment check (I doubt they use a machine, probably just eyeball tread wear), and what the heck is "a better test"? Shame on that dealer! Good on the service manager to comp this incident, but more appropriate and better publicity to give five free oil changes. Not that Michelle would ever go back. Thanks for sharing!