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We’re All About Service!

red pinDear Linda,

Usually my feedback is prompted by your feedback surveys but I wanted to drop a personal note.

I have been a customer with your dealership since I moved to Canada in 1998, when you were still located where Safeway Foods is now. I followed to Port Moody (which was somewhat inconvenient) and then back to Maple Ridge when you reopened. We are on either our 3rd or 4th Mazda (lost track) and one of the things that has kept me coming back is the service department (aside from liking my car). The entire team is fantastic but in particular Jose. When it comes time to buy a car, we don’t even question where we are going – it’s usually just a model upgrade.

This morning is a prime example of this service…my Monday morning was off to a very bad start. To put things into perspective, my husband and I both commute between Maple Ridge and Vancouver everyday and we do on average about 120KM/day. Needless to say, it can be exhausting with most days starting around 5:00 a.m. Having a reliable vehicle is a necessity for us and it’s one of the reasons that we have it frequently serviced, etc.

My husband was entertaining work clients last night in Vancouver and came back to a flat tire – he replaced it with the spare and started the slow crawl home but he still needed to be in at work this morning early – he got in at midnight last night. I dropped him off at the train this morning and drove to your dealership with the hopes that the service team could fix the tire. I was there before opening so waited for the crew to get in.

Not only is the tire being looked it, but Jose has managed to get the car in for the service which it is booked for in Mid-November (it has just saved me some precious time). I was also expecting to have to wait for the bus (I had missed the last train at this point) and would not have made it to work until 11 a.m. Jose thankfully had a loaner vehicle – my absolute saving grace this morning as our work server had failed and my boss, who is currently out of town, couldn’t access anything. An 11 a.m. start was not really going to cut it this morning.

I realize that had the service department been completely booked and car assigned elsewhere that they may not have been able to help me. However, they have gone above and beyond – aside from knowing our car is being taken care of, being able to get to work for 9:30 instead of 11 owing to a kind and completely unexpected gesture is so much appreciated.

Once again – my thanks and appreciation to the excellent team at West Coast Mazda.

Regards,
Amanda Fiorini

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