Rate Concept1

[QuA]

Re: Rate Concept1

*shakes head*

Now thats how you lose customers =)

QuA

I had to add to this thread

" I dunno..... as I said i'm new here and it's not like i haven't seen this before, but having the first thread I see being one of complaing and griping make me not want to deal with you guys/gals ...... "

If you were new to the VW scene in Calgary I would think this thread would be useful as if you were to bring your new $30000 car to a shop you would tell them, "hey I heard this and that and want to make sure you treat my car right"

"I have been to other boards, and I allways find the same thing.....
People seeem very BRAVE behind thier computers and are rarely have the "goods" to talk to shops/stores/suplliers in person and have thier problems resolved...."

From my experiences I told C1 what they did to my car and they recommend me to go to another place to fix it =)

"To err is human..... to forgive is divine "

It's hard to forgive a business that consistently does mistakes, especially to your car. This thread was started so people can see what kind of service C1 has, not to knock them down. I believe C1 is a good business that needs some tweaking to make them even more successful. Ken should show this thread to their workers and say ... " hey maybe we need to look into some areas here " instead of turning their heads and making rude comments.

QuA

[Kor]

Re: Rate Concept1

Have any of the negative/positive poeple told the guys/gals at Concept 1 any of this?

Yes, but C1 also reads these boards and they are undoubtably aware that some of us were not happy with the work that was done there in the past.

I have been to other boards, and I allways find the same thing.....
People seeem very BRAVE behind thier computers and are rarely have the "goods" to talk to shops/stores/suplliers in person and have thier problems resolved....

You know what, when you go to a shop and they do poor work, you shouldn't need to have a certificate in conflict resolution. It should be right the first time. And when you DO tell them something is wrong, and its still not right the second time, what then? All you can do is take your business elsewhere.

To err is human..... to forgive is divine

Well a lot of us have gone back and had more bad experiences. I think you can only forgive someone so many times.

I am sorry you find this thread negative, we are usually positive people however I think that because we put such high value on our cars, when we feel like a shop hasn't taken due care, emotions can run high.

[RONDAL]

Re: Rate Concept1

nothing bugs me more than people botching jobs on my car. it is one of the reasons i try to do all of the work myself. luckily i have never had to take my car into a shop to have work done. but even when i got my OOPI done, i had the monkeys doing it pissing around not know what they were talking about.

"your car is too low". "thats not how you are supposed to lower a car". "10-w30 oil is fine for you car", "your timing belt might be broken"

those are all stupid things i have heard "mechanics" say about my car. the first 3 quotes are from my OOPI alone. they gave me so much grief about the height of my car and how i lowered it. supposdly KW coilovers are not how you are supposed to lower your car. maybe i should cut the springs and keep the stock shocks to make them happy?

if i take my car to a shop it is because i dont know how to do the work, or am not confident in doing it myself. i expect the person doing the work knows how to do it right. because that is what i am paying for. if i wanted to screw it up i would just do it myself.

[Stonewall]

Re: Rate Concept1

if i take my car to a shop it is because i dont know how to do the work, or am not confident in doing it myself. i expect the person doing the work knows how to do it right. because that is what i am paying for. if i wanted to screw it up i would just do it myself.

Amen to that! With only 1/2 the money I would pay some shop to do work I take a little more of my time, invest in tools and manuals and do it myself. That way I am paying myself even if it takes me a couple hours longer. Hell even if I screw up a part and need to buy a new one I am still way farther off in the end. Now I know some people don't have the inclination to do their own work and that is where this thread has come into play.

[Kor]

Re: Rate Concept1

Amen to that! With only 1/2 the money I would pay some shop to do work I take a little more of my time, invest in tools and manuals and do it myself. That way I am paying myself even if it takes me a couple hours longer. Hell even if I screw up a part and need to buy a new one I am still way farther off in the end. Now I know some people don't have the inclination to do their own work and that is where this thread has come into play.

Well that works for some things, sometimes the tools and time cost quite a bit more if you do it yourself.

[VAG_Tech]

Re: Rate Concept1

You all know how I feel about C1 (See Mr.Burns Avatar). But we won't reopen that can of worms...

[Concept-1]

Re: Rate Concept1

Posting as Concept-1;

Firstly, let me introduce myself; This is Ken King, the owner of Concept-1. I am posting for the first time, and let me clear up a misconception, we rarely read this or other public forums, for the simple reason of being very busy in the shop. It's not that we don't care or value your business.

I'm not going to defend every incidence of service not working out 100% as planned. This happens in any shop, and people will always find faults in every shop/dealership. Automotive service is one of the most complained about services in any industry ( I think it's second only to renovation/homebuilding, but I could be wrong :-) ). I think there are several reasons for this, including the relatively high cost of having a car repaired, at any shop/dealership. People in this day and age expect great value for there money, and I sincerely hope to deliver this. I did not start this business 9 years ago with the intent of making a fortune, by leaving a trail of unhappy customers behind, and this is still true today.

Here are my suggestions.

We (Concept-1) are working on a solution to the customer service aspect of the service department. I think some problems can be traced back to miscommunication, and is something we are currently working on a solution.

Customers should make mention, to us, immediately if they are unhappy with some work done. You are always welcome to phone the shop (287-8549), ask for me if you would like I'm here 5-6 days a week. You can email me directly if this is more convenient for you, I'll be happy to discuss any problems you are experiencing or even past issues. Really, I'm not going to tell you to pound sand, every problem, no matter how large or small should be looked at and resolved.

I will also make an effort to visit here more often and check PM's if you would like to get a hold of me in this way.

We have thousands of customers at the shop, and every year there are a hand full of unhappy ones. Some people are mad before they even step foot in the door, and I don't take it to heart if we can't do what they want. What I worry about is any customer that I have respect for (like all of you that I've met) leaving my shop dissatisfied. This simply should not happen. We should be working for you, and you should feel like you got value for your money. Like any other business the shop needs to make money to survive. There are 9 people who work here, and they don't do it for free, we are here to do or sell you what you desire for your car, not to take your money for nothing. I want to continue to support NVD and it's members, and sincerely hope we can overcome any problems, and prevent new ones.

Best regards,

Ken King
Concept-1

Kenking@telusplanet.net

[R-Audi]

Re: Rate Concept1

That is a very respectable and commendable response!

It would be interesting to know out of the people who had problems with C-1 how many actually said something, instead of grumbling and keeping it to themselves... Like anyting else, if they dont know you have a problem, they can't fix it.

I have been told there is an Audi section there or in the works, I would love to see a shop step up and fill that gap! (Although I think Im at the end of my modding... maybe ndbw S3+ if it ever comes out..)

[Canadian Turbo]

Re: Rate Concept1

Thanks very much for posting up Ken. You and your staff have done a great job suppling all the VW people in this town and it is an ethic and attitude such as your that makes you a success. We at NVD are proud to have your support and hope it will continue for years to come.


Blair

[tintin]

Re: Rate Concept1

Thanks very much for posting up Ken. You and your staff have done a great job suppling all the VW people in this town and it is an ethic and attitude such as your that makes you a success. We at NVD are proud to have your support and hope it will continue for years to come.


Blair

I totally agree with Blair.

[Aleks]

Re: Rate Concept1

I'm still happy to have them here, I do most of the work on my car myself.....well, actually all of it myself, so I haven't run into the problems....Other than that one incident, I'm happy....Thanks for the response Ken!

[Concept-1]

Re: Rate Concept1

That is a very respectable and commendable response!

It would be interesting to know out of the people who had problems with C-1 how many actually said something, instead of grumbling and keeping it to themselves... Like anyting else, if they dont know you have a problem, they can't fix it.

I have been told there is an Audi section there or in the works, I would love to see a shop step up and fill that gap! (Although I think Im at the end of my modding... maybe ndbw S3+ if it ever comes out..)

This is a big part of the problem (as far as I can see) I'm rarely made aware of problmes like the ones mentioned in this post.

It's simple.....Tell me!! I'm not some unaproachable, mean, cold hearted owner, I'll take the time to hear what you have to say. It's not likely that we can't solve your problem

The Audi product section is slowly coming to life, come have a look!

Thanks for the positive responses!

Ken

[Kor]

Re: Rate Concept1

I think that this is a great response. If you will allow me one suggestion, if a customer returns after work has been done with any issues, you should definitely try even harder to make sure that there is absolutely nothing that could be wrong and warrant a 3rd visit.

I think that in my case it was not that I didn't feel like I could not come back, its just that I got frustrated having to return to the shop over and over again. I also didn't feel like I should have needed to make a huge scene, the fact that I was back for the 3rd time should have been noticed by someone...

[Tromping_Maniac]

Re: Rate Concept1

I went to C1 today to have my APR chip checked out. The guys up front were friendly and Ken was of great help. Thanks guys.

[GTIguy]

Re: Rate Concept1

now if you don't want negative postings, then why was this thread allowed to start. should have been closed right away.

i guess you guys only like threads about mods and crappy service and hate it when someone new tells you otherwise. new cars are complicated. thats why you take them to someone who knows. because you dont. bottom line. this thread reminds me of some more recent ones that have been closed. started out slammin' but when the going gets tough, the tough close it up. the only difference is that you thought that you should stick up for some guy rather than a business that you guys expect deals from. same ****, different bucket. i noticed the comments change after C-1's post. weak.

i cant feel bad for you guys that continually go back for bad service to the same place that i'm sure you've already talked to eachother about. be it any shop.