Saskatoon Motor Products

We are sorry to hear that your last visit to our service department did not go as smooth as usual. The work done on your vehicle was a recall inspection for "Material Over Sensing and Diagnostic Module (SDM) Retaining Moisture". The vast majority of vehicles investigated under this campaign do not need parts - if they do and parts are not in stock, then parts are ordered in and in some cases require a second visit. Often parts are readily available, however in your case there was no problem with the SDM, and foam was removed from around the module as a precaution, as called for in the recall instructions. It is not possible to say for certain whether a vehicle will need parts until the inspection is complete. Either way, there is no charge to the customer. As for any miscommunications that occurred in the service drive-through, we apologize. We understand that for new visitors to our service department, the morning rush can be overwhelming, and not everybody is used to bringing in their vehicle for a service drop off in an indoor drive through. For our new guests, we will continue to make an effort to ensure they are oriented adequately, and made to feel welcome. Another way to avoid miscommunication is to have the owner of the vehicle speak to the service advisor directly. We welcome all inquiries, and your service advisor would be more than happy to assist.

Thank you for rating SMP 5 out of 5. We appreciate it! At the same time we are somewhat saddened to see that one of your visits to our service department was less than perfect. We do apologize if you felt that that initially staff were not being attentive. Possibilities for a wait may include lack of staff due to illnesses, combined with lunch hour shift changes; or even oversight due to service advisors doing follow-up on other jobs. Nonetheless, we are absolutely committed to minimizing wait times, particularly when a check-in appointment has been arranged. We want you to be completely satisfied with all future visits to our service department and, therefore, one of our service department representatives will be calling you for more information. We will use the comments to help us make any necessary adjustments to staffing and processes that lead to better service. In addition, your comments have been brought to Nick’s attention, and he thanks you for your kind words. He also very much enjoyed assisting you. We also see from our records that you have brought your diesel Chevy Cruze in for subsequent service. Thank you for your business. We hope your last visit was much more to your liking and to the high level of service that is typical of what SMP strives to provide.