Tag Archives: customer

An open letter to Mitsubishi Canada

An open letter to Mitsubishi Canada about your OEM rear parking sensors.

Earlier this year, my wife and I, shopped for a new vehicle. We had some fairly simple criteria to find the vehicle we were looking for to replace our existing 2003 Suzuki Aerio.

  • AWD/4WD, either all time or switch-able.
  • Higher seating position.
  • Seating for 4+.
  • Plenty of cargo space.
  • Good warranty.
  • Affordable.
  • Great fuel economy.
  • Key less Entry.
  • Remote Start.

After looking through our options, doing research online, and doing a few visits to the local dealerships, we had narrowed our options down to the Honda CR-V, Nissan Rogue and Mitsubishi RVR (Outlander Sport in the USA).
After many test drives, even more research online and after seeing the colour she liked best, my wife decided that the Mitsubishi RVR was the best choice. It was a decent size, had heated seats, one of the best warranties in the business, great fuel economy and it was available a nice blue colour.

It’s even the same colour!

Although we (more like I) wanted the GT, it wasn’t quite within our budget, so we went with the SE 4WD, which did not have the remote start, but it was an available option, and we also decided that getting the front and rear parking sensors would be useful. So adding on $1,200 in accessories ($600 each for the car starter and sensors), we thought we were getting every thing we needed, and before you ask, we went with the manufacturer accessories so that they would be designed and compatible with the RVR, and get covered by the manufacturers warranty. Oh, it also helped that the dealer gave us what we were looking for on the trade in, and we got a $500 gas card.

Here is where the fun started. We picked up the car on February 2nd, without either of the options we bought, as both had to be ordered in. So, we wait a week and the car starter arrives and was installed in 1 day… so far so good, sensors are still on order. February ends, still no sensors… Mid March, sensors arrive, take the car in, oh no, some part of the rear sensors was broken and they need to order replacements. March ends, still waiting.
Finally, April arrives, and so do the sensors. Car goes into the dealer on Tuesday, but no, the dealer did no know they needed 4 sensors for the rear bumper and only received 2. On the good part here, the sales person that sold us the car loaned us his Outlander. Wednesday, waiting… Thursday, the extra sensors arrive, but they only have time to install the front ones. Finally Friday arrives and we get the RVR back.

The rear sensors suck, yes, the Mitsubishi parking sensors that they manufacture and sell for their own vehicles is bad. The beeper is located in the rear bumper, not wired into the cars sound system, which make it nearly impossible to hear over the radio, let alone the engine. My wife contacted the dealer, Loch Lomond Mitsubishi in Saint John, NB about this on the weekend after we got the car back, they said there is nothing they can do about the volume, and maybe we should go to an after-market shop to see if they can do anything, but they would get us contact information at Mitsubishi Canada. Really, you want us to go spend more money on your product that doesn’t work right?

Well, she patiently waited 2 weeks with no further contact from the dealer, so she decided to reach out to Mitsubishi Canada on her own, and sent them an email (see below) on Friday April 19th. Now, I figure that a large company like Mitsubishi should be able to respond to complaints within 3 to 5 business days, but we have not heard anything back from them as of end of business day today, Monday April 29th.

Now I am putting the ball in your court Mitsubishi, we have been relatively patient, but remain highly un-satisfied by the quality of the accessory we purchased and the complete lack of any semblance of customer service on your part. Since I am posting this on my blog, and will be sharing it via Facebook, Twitter and Tumblr, you will have multiple ways to contact me or my wife.

//Begin Wife’s Email

I am Very Disappointed in the Lack of Customer Care I have been show on this issue. I was under the impression that Loch Lomond Mitsubishi was a different type of car dealer, but it turns out you are just like all the rest. Now that you have your Money, who cares about the Customer. I have been in contact with your Service department and told them about my issue and was told to go get it fixed somewhere else, Mitsubishi will not fix their own product.

I am sorry, but I had thought you were better than this. I will let you know that I will be posting my complaint on both your Facebook page and Mitsubishi Canada’s Facbook page. I will also be posting it to any Blog or Web page I can find to Voice my dissatisfaction with you  and your product. When I was looking to purchase my new vehicle I saw so many nice things said about Mitsubishi and their service. I am very saddened to find I did not look hard enough to see that they were lies. I will make sure the next person does not go in with the same rainbow coloured glasses that I did. I will make sure as many people as I can, will know what you are really like. Your just after the sale, just like all the rest and cannot be trusted to Keep your word about your Customer Service.

Tanya Cameron

//End Wifes Email

Walmart wins a Customer Service Star… if I had any to give.

I knew when I bought my new tires and rims last fall that I was entitled to tire rotation every 10,000km, but apparently, I was also entitled to complimentary seasonal tire change service. Considering the level of service I have encountered at other establishments recently, I was pleasantly surprised to find out that my tire change was free, since I had originally purchased the tires at Walmart.

This is the second time that Walmart has really stepped up the customer service, at least for me. Last time it was when I was trying to get new winter rims for my truck. I had originally gone to Canadian Tire, seeing as they have Tire in the name, one would think that they would be good with rims and tires. I showed up for my scheduled appointment, wondered around for over an hour, just to be told that they didn’t have the rims in-stock (after making the appointment, stating that they had them…). I decided to give Walmart a try, seeing as how they only do oil changes and tires (I guess they do some sort of under coating too), I figured they might be able to get rims at a decent price. We scheduled an appointment, after they checked that they would have rims in, and I also needed my winters tires mounted. When appointment day arrived, April at Walmart called me, while I was still on the highway, heading into work, to let me know that they didn’t get the rims in. She then said that she would find out when they came in, set 4 aside and give me a call, and also squeeze me into the daily schedule when they came in to make up for the trouble.

I only had to wait a week for the call that my rims were in, and I could get the winter tires mounted. Talk about service.. you can pat yourselves on the back for that one Walmart. I have an oil change coming up soon, and I know where I will be looking to first. Keep up the good service.