- Joined
- Sep 29, 2024
- Messages
- 218
- Reaction score
- 223
- Location
- Kennebunk Maine
- Cars
- 25 Air Touring
- Referral Code
- LZGDOL99
Just had my first repair experience, at Natick (one of 2 Boston-area centers; only ones north of NYC), and came away with some concrete info on recent efforts to address service backlogs. Natick has always been more functional than most, but I imagine the other service centers are also getting this kind of new resources to work with--hopefully especially the worst ones. Any comparable reports from elsewhere??
They've just completed doubling their techs, from 4 to 8. They also recently added one of the tech-outfitted Graviities, and have one full-time mobile tech on that (not sure if that's in addition to the 8). They've expanded mobile service by now having one person covering north of them, and one south (I got the impression that one of these is flexing from the main tech staff). It sounded like all this was relatively recent; hopefully that means that scheduling new appointments may be able to happen quicker than the 6 weeks I had to wait as of mid-June (it was the same wait for Mobile at that point).
Once my car (AT) was on site, they initially aimed to diagnose the issue the first day, but it was getting toward the end of week....it took til Monday to get to the diagnosis, another week to schedule the 2hrs work to fix it and a few more days to handle a couple other less-pressing things that I added to the list (oil streaks on windows and funky massage motor). Total time in shop: 15 calendar days (early Thursday 6/30 through end of day Thurs 7/13) Given the tales of woe from other areas, all that felt OK--especially since I had an AGT loaner for the duration, so I didn't really miss my car.
Communication was solid enough; updates at each point they had news (first one came the Monday after my Thursday drop-off, with apologies for the delay in diagnosis). And quite quick text or phone responses to all my text questions and additional info about my symptoms, both prior to and during service--replies in 1 hour to 1 day. Given the unusual nature of my symptoms, there were quite a few back-and-forths as first they, and then I, got up to speed on what was going on; Marcello and Brian were very good at both explaining the fix and being patient with my doubts and questions. ( I'll post separately on the issue in a day or two.)
FWIW, they also said they're selling quite a lot more vehicles recently....
They've just completed doubling their techs, from 4 to 8. They also recently added one of the tech-outfitted Graviities, and have one full-time mobile tech on that (not sure if that's in addition to the 8). They've expanded mobile service by now having one person covering north of them, and one south (I got the impression that one of these is flexing from the main tech staff). It sounded like all this was relatively recent; hopefully that means that scheduling new appointments may be able to happen quicker than the 6 weeks I had to wait as of mid-June (it was the same wait for Mobile at that point).
Once my car (AT) was on site, they initially aimed to diagnose the issue the first day, but it was getting toward the end of week....it took til Monday to get to the diagnosis, another week to schedule the 2hrs work to fix it and a few more days to handle a couple other less-pressing things that I added to the list (oil streaks on windows and funky massage motor). Total time in shop: 15 calendar days (early Thursday 6/30 through end of day Thurs 7/13) Given the tales of woe from other areas, all that felt OK--especially since I had an AGT loaner for the duration, so I didn't really miss my car.
Communication was solid enough; updates at each point they had news (first one came the Monday after my Thursday drop-off, with apologies for the delay in diagnosis). And quite quick text or phone responses to all my text questions and additional info about my symptoms, both prior to and during service--replies in 1 hour to 1 day. Given the unusual nature of my symptoms, there were quite a few back-and-forths as first they, and then I, got up to speed on what was going on; Marcello and Brian were very good at both explaining the fix and being patient with my doubts and questions. ( I'll post separately on the issue in a day or two.)
FWIW, they also said they're selling quite a lot more vehicles recently....
