Terrible Customer Service - MRT
Hey Guys,
Just wanna give you a quick rundown. 3 of us with MPS's applied for the Whiteline sway bars to be fitted in January (booked in for the end of Jan parts ordered at the beginning)15/01/2010 this year. All went in the same day to have them fitted (30/1/2010) to be told the Sway Bars don't fit and need to be sent back to whiteline. Then this is when all the fun started.
Anthony and I then booked in at MRT as we had been told over a month later since the 30/1/2010 that the sway bars had arrived back at MRT so we book in for the Friday and take the day off work (12/03/2010)
I sent an email to the owner of MRT 2 weeks ago (15/03/2010) and still we haven't gotten anywhere I have had to send another email (Today)26/03/2010 requesting an update. Its been 2 weeks since the owner of MRT has taken over the situation and tried to sort it out for us.
So that I don't have to type it all up again I am posting the email I sent to the owner of MRT for you guys to read. Just to give you an insite of the service MRT have given to Mazda owners when going in for Modifications:
I would like to give you an idea of my MRT experience thus far.
We needed to book the Whiteline sway bars in before Jan to receive the free install. We booked in 4 cars for one weekend to have the work done (3 x MPS, 1 x WRX). The only car that got done was the 09 WRX, we understand that the parts not fitting the Mazda 3 MPS is a Whiteline issue and that is fair enough. No dramas there. However I had to call MRT at least 3 times a week to chase up the parts as I was never called back with updates and quite a few of the times MRT staff had simply forgotten.
When Whiteline finally sent the fixed parts back to MRT we then book in for the install. I ask that 2 cars be booked in for last Friday (as confirmed in the email below) and also the other Mazda booking was done last Monday for a Saturday install to which he was told a few days later that a Mazda had come in – and that this Mazda was one of his mates (Anthony and I being his mates and we haven’t even been to the workshop yet) and that the install takes longer than expected so he has had to change his booking last minute to a weekday. So not sure which mate of his came in cause it’s no one we know.
So come the day of install. Anthony and I have taken the Friday off work and booked in a full day for you guys to install our parts. We drop off our cars in the morning to be told the following:
- There is only one car that has been booked in and that’s Matthew’s, I then said that I confirmed by email that there were 2 cars to have the work done. He then said yeah only got the one car booked but we’ll see how we go, but it looks like only the 1 car will get done today.
We leave hoping that in the full day that MRT will be able to fit sway bars to both cars.
I then call up at approx. 3pm to see if at least 1 car is ready, I then get put on hold for a while and I am then told that there is an issue fitting the sway bar to the stock bushes, however MRT have found a bush that fits my vehicle and the sway bars can now go in. However they only have 1 set of these bushes so they need to be ordered so they cannot do the other car and my car will be ready at approx. 5-5:30pm and that they also will NOT have time to do a wheel alignment. So I will need to re-book again to have my wheels aligned.
Anthony and I then turn up at approx. 4-4:30pm and I can see my car is sitting outside MRT ready for collection. I then go to collect and have to wait upstairs for 1 hour while the paperwork is done. Surely a wheel alignment could have been done whilst my car sits outside for 2 hours?
Just as I’m about to get into my car I remember to ask that I need my stock parts back. I go inside to reception to ask for the stock part to which I’m told yeah it’s in the boot of your car. I go to check this and I can only see ONE bar in the boot. I then go back into reception and ask “Hey there is only 1 sway bar in the boot” I am then told that only the 1 front sway bar was fitted. The rear one didn’t go in they need to go back to Whiteline. This I am told as I’m picking my car up.
All of us are very disappointed in the service provided by MRT. We understand that all issues regarding Whiteline parts are out of your control but the service we have received is just unacceptable.
We still have 2 cars to get the complete sway bars fitted and my car needs a wheel alignment and the rear sway bar put in.
Anthony took a day off work and zero work was done to his car. It took MRT a full day to install my front sway bar and the job wasn’t complete as the wheels still need to be aligned.
It is beyond a joke that now I have to book my car again for a wheel alignment and make another booking for the rear sway bars. You also have to re-book in Anthony who has already taken a day off work, for his front sway bar as I know there will be no chance of his rear sway bar going in due to a Whiteline issue again.
Does this also mean that the whole time the Front sway bars have always fitted on our cars? As it appears that the issue with fitting is only with the rear sway bars?
We are very disappointed and unhappy with our MRT service and experience and have not been treated like this by any other performance workshop. I would have been happy to have given good feedback to other car owners about MRT but at this stage I would advise them to seek service elsewhere.
Please note that I have CC’d in the other car owners.
Re: Terrible Customer Service - MRT
And this is why I will only ever use east coast for suspension work.. Sorry to hear about your experience.