Sept.6, 8 a.m.: Dropped our 2007 Mitsubishi Outlander at the service department at Long Beach Mitsubishi to have the remote key problem fixed. The service advisor, who looked just like Denzel Washington, said, "Oh yeah, I remember this car." It had been in the shop once before but they said they couldn't do anything without the remote keys. He took the keys, wrote an "X" on a piece of tape on the one key that still works.
Sept...
Sept. 7, 3 p.m.: No updates from the Mitsu people. I called again and Denzel said, "Your car's not ready. I don't want to hold it hostage all weekend. You can drive it with just the key if you want." I rode my bike down to pick it up and not only was it not ready but there were no apologizes or explanations. Also, all that crappy paper was strewn around the driver's footwell. I put my bike in the back and found it fits nicely if you leave the lower half of the tailgate open. I had wondered what that was for. Interestingly, I really want to like this car. It's got nice little unexpected extra features everywhere.
As I drove the Outlander home I thought about something I read once about doctors. Apparently, if a doctor treats a patient like a human being, rather than a case study, the patient is much less likely to sue for malpractice. How did this apply to Denzel? Well, the Outlander has been into the shop for three days now. I think that would warrant an explanation or even an apology. I know those service guys are under the gun, but the human touch can make up for a multitude of problems.
P.S. It's going back into the shop again tomorrow.
Philip Reed, Edmunds.com Senior Consumer Advice Editor @ 11,879 miles
Add a comment