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Quick Serve

Yahoo Message Number: 16356
I had an interesting experience recently at a Cummins Center in Oklahoma City. I stopped by to see if they could changed the oil and put new anti-freeze in the system. They said sure, our Quick Serve program guarantees that you will get in within a hour....they were right. I arrived there about 11:30 am and by 12:15 the coach was driven in by a very pleasant young fellow. He seemed to know what he was doing and was nice to deal with. He even brought me an estimate to show what everything would cost and he said it would take about two hours to complete. I approved the estimate and left to pick up a few items at a nearby Wal-Mart and have some lunch, I returned at 3:00pm expecting the coach to be ready and I walked over and saw that it was still in the bay with nothing happening I looked up the young mechanic who told me that he had stripped the oil drain plug trying to remove it and that it was almost shift change time and that the night crew would try to get the plug out by drilling it out. I became a bit concerned at this point and went to see the service advisor who was lounging at his desk...he immediately told me that someone had previously stripped my drain plug....I said, hold on...your mechanic just told me that he stripped it while trying to remove it....the service advisor then said well, it was tightened so tight by previous place that our guy had to put so much torque on it that it stripped! Well, need less to say I was a little put out by the service advisor trying to lie to me and then changing his story to fit what his mechanic had already told me. I was also concerned that there was no sense of urgency to get the job done, he said the night shift would finish the job when they came in at 4pm.
I went to see the operations manager who was also unconcerned that it was taking so long to do an oil change. He asked me if that wasn't one of the cleanest shops I had ever seen and wasn't it also nice and quiet....he said he doesn't allow them to play radios back there.....lol He seemed to be real proud of that but he was unconcerned about whether they were doing their jobs in a timely manner. Well, I finally got out of there at 8pm....so my quick serve turned into something other than quick serve! But, the night guy was fantastic, he said, "I've never seen a drain plug that I couldn't get out." And, he still hadn't when he finished with my rig....he had it out in a few minutes and he was very thorough with the lube portion of the job and finishing up with the job. The price was right and in the end the job turned out fine but I sure didn't like hanging around that long for an oil change, lube and anti-freeze change. Oh, yeah....they also discounted the job because it had taken so long....imagine that. Most places would have charged more...