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Old 07-22-2003, 08:37 AM   #54
robmarch
Scooby Specialist
 
Member#: 18713
Join Date: May 2002
Chapter/Region: MAIC
Location: Time is the Enemy
Vehicle:
06 CRV
04 STi

Default

Quote:
Originally posted by deadbolt
Ya know, some of you guys are absolutely impossible to satisfy.

Some complained that the car didn't have a radio, then everyone was up in arms about the det issue, demanding an immediate fix, so SOA rushed to get it done, and now we still have people complaining about the "way" they are going about fixing it.
If this is directed at my comment, I won't apologize for it. It's great that they're fixing the problem. It's still pretty inconvenient to have to leave your brand new car at the dealer's lot for several days while they mail your ECU out to be reflashed. If there's a problem, I think it's a much better customer service system to ship 20 or so floating ECU's out to dealers, which would allow them to replace the ECU's on the fly, then send that ECU back to be reflashed, and sent to the next car on the list.

Discussing the best way to handle these things is a great way to send SOA a message on how to best satisfy their customers. The cost of shipping these 20 ECU's out to set up a rotating system would be peanuts. And, once all of the cars have been reflashed, if they are so inclined, they could reclaim the 20 floating ECU's for new production, or keep them as inventory for replacements.

Like I said, I have a daily driver, so it doesn't inconvenience me too much to leave my new baby at the dealer for a week. There are a bunch of STi owners who don't have a smokin' hot 96 Altima(no flames, please) to drive in addition to the STi. This small gesture would really go a long way to developing owner trust and loyalty.

Problems happen, especially with brand new cars. The first run finds problems that can't be uncovered in prototyping, and I'm not complaining about that. But, the way these problems are handled is the very definition of customer service.

bottom line: it's great that they're fixing it. It would be even better if they made a slight change to their plan to get the fix to people faster, with less inconvenience.
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