Not all customer service experiences should be bad news.

I think people are so used to me talking about my bad experiences dealing with customer service, that I often neglect to talk about my great experiences. So I'm dedicating this blog to the outstanding service that I get everytime I visit the Sears Auto Center at Park North. They're quick, efficient, and always keep me informed.

Although, I've been to this shop on a few different occasions, I have to say, they haven't found a way to disappoint me yet. I've had my oil changed there, I had the coolant flushed, and I've had the battery replaced, twice. Last week I noticed my car was overheating. I decided, after a week, to take my car to Sears to find out what was going on.

After talking to a few friends, who had me try my own analysis by observation, I was told it could be a few different things, from the temperature relay, to the thermostat, to a blown head gasket. I had an initial feeling that it might be the thermostat only because I had a similar situation with a prvious car. I dropped the car off at the shop Friday afternoon for an oil change, and asked them to take a look to see why it might be overheating.

Being that I didn't take the car in until 3 p.m., they didn't get a chance to look at it until after 5. Of course I had nothing else to do but go out for a few drinks with a friend. At about 5:30 p.m. I received a call from the service associate. It seemed there was a tear in a hose that led to the thermostat. I was told they could get the part from the dealership, but since it was so late in the day, they wouldn't get it until Monday, and that I could also get my car the same day.

This almost counteracted the slight buzz I had going from the three bourbon and cokes I had just finished consuming, but I thought quick. I told the associate that I knew the dealership parts department was open Saturdays, and that I really needed my car for a small trip I was making on Sunday. She told me she would be at work by 10 a.m. and would call the dealership at that time, then contact me.

She did exactly that. She called me at 10:30, explained that the part was in stock at the dealership, and that since they didn't have a courier available on the weekend, she would find someone to go out and pick it up so that they could have my car ready that afternoon. Sure I paid over $400, but had I taken my car to the dealership directly, I know I would have paid much more.

I was impressed. They were able to tell me what was wrong with my car and get it to me sooner than they had originally stated. I had taken my car to this shop previously for some maintenance work, according to the maintenance book that came with my vehicle. But when I asked the techs at Sears to service the transmission at 35,000 miles, they were quick to tell me it was way too soon. Had I gone to the dealership, they wouldn't have batted an eye. They would have done it, or claimed to do it, and been really quick to charge me for it. Instead, Sears told me to wait until 75,000 miles.

My point is, I've never had any car serviced any place where they were as honest with me, or as prompt with their service, and for this, I have to give mad props to the Sears Auto Center at Park North in San Antonio. They've definitely got a loyal customer here.