Originally Posted by Vrrooom
So I can't be mad that they didn't resolve my issue effectively, but I am still a little upset that I felt I had to go out of my way for them to resolve it and they weren't apologetic about the situation.
Glad it was resolved. Who is your service rep? I've used Gus, I like him.
I think you hit on a very important topic here, people refusing to apologize. I can't tell you the last time I had something like this happen and someone say "I'm sorry", I think a lot of places tell their staff never to apologize or admit fault out of fear of liability...but really its a very poor practice from a customer service perspective. A simply "I'm very sorry this happened, please accept this *insert whatever* as a gesture of good faith" goes SO far.
I just had this experience at Lexus of Rockville where I've done business for years. They scratched the hell out of my car in their carwash tunnel, and while they were friendly, and sympathetic, and gave me composition for a detailer to polish the damage out as I requested not once did someone say "I'm sorry this happened". In fact, they were very careful not to. "It is unacceptable" is not "we're sorry".