January 23, 2011
El Cajon Mitsubishi
Attn: Frank Farsoudi, Owner
247 El Cajon Blvd.
El Cajon, CA 92020
Dear Mr. Farsoudi:
We recently purchased an Eclipse Coupe from your dealership. We were so amazed by the positive experience and superior customer service we received from EVERY staff member at your dealership. You seem to have a special knack for hiring the perfect person for each job. That is a gift.
I have seen the Eclipse Coupes occasionally around town and love the rounded shape. When my Saturn was stolen, my husband came to your dealership to test drive an Eclipse. He was met by Michael Rush, a sales consultant. Michael spent quite a bit of time with my husband who was immensely impressed with Michael’s knowledge of the vehicle, inside and out. My husband it NOT easily impressed. In fact, he is usually “put off” by the typical salesman to the point of walking out of many stores etc. in our 34 years of marriage. Believe me, if he had not been impressed, he would never have driven me back later for a test drive.
When we arrived later that evening, we were met by Chris Antolini, the salesman on duty for the evening. Chris was extremely friendly and helpful. He immediately set me up for a test drive. During the test drive he suggested many things for me to try with the car which further sold me on the product. He listened intently to what I did and did not want in the car for accessories etc. At every step of the way I felt he “got it”. He never tried to talk me into or out of anything but was intent on me getting exactly what I wanted as a customer. Now that’s GREAT customer service. This was very important to me since I have only owned two cars in my lifetime-for 20 years each.
The paperwork phase was again easy and impressive. Chris was very knowledgeable on that end and took care of the initial paperwork and number crunching along with one other lady in the office who really knew her job.
With the numbers in hand we were introduced to Aggie Sandoval who again is the perfect person for her job. I asked a multitude of questions about the alarm system and the extended warranty. Aggie was always patient and explained everything very well, sometimes even twice. I couldn’t believe all the paperwork Aggie put together in such a short period of time. She even offered to meet with me to help me through the personalized license plate process.
The universal thing about ALL of your staff is they truly believe what the customer wants the customer should get. That was proven at every step of the way in our purchase process. It is refreshing to deal with a company dedicated to customer service. I commend you for that.
Sincerely,
Cherilyn C.
PS Each member of your staff met us at the worst possible time. Our nerves were on edge due to our car being stolen at a car dealership right out of their service bay (keys inside and doors unlocked.) Positive vibes toward car dealerships were definitely not in our vocabulary. Thank you for turning all that around.
Please feel free to share our letter of appreciation.
Dear Mr. Farsoudi
I write to you today to congratulate your staff for a very profession and
detail experience they gave me at your dealership.
I have unfortunately had several problems with my Mitsubishi Spyder over the
last 3 years and your service department has been the saving grace for this
car and Mitsubishi. I have had 3 convertible roofs changed all at your
dealership, but I have to say that this time around I could not have wished
for a better experience.
I dealt with several members of your staff but mainly with Jose. He arranged
the roof replacement and also a loan car for me.
When we also discovered that my brakes needed attention, Jose was quick to
resolve my concerns and put the problem right.
I also have 30+ people that work for me and know that these days it is not
always an easy task to hire the right person for the job.
Jose has your customers satisfaction as his motivation for doing a great job
and it showed in my experience this week.
Please take the time to thank Jose and express that he is a key player in
the success of your team and your business.
Kind Regards
David M.
Dear Service Manager:
It is my pleasure to write a quick note outlining the amazing customer
service I received this morning from Henry in the Service Department.
First I went to the wrong place and the guy that was there was so rude to me
by the time I got to Henry I was already not happy.
Henry's warm and welcoming smile made me feel at ease right away. Henry
listened intently and wrote everything down. I didn't have to repeat myself
one time. After checking in my car he reviewed everything I asked about.
{Confirmed the issues} I was a little taken back at the attention to detail
I was personally experiencing. Quickly my frown turned upside down to the
biggest smile!
Henry arranged a ride for me to get back to work which I was extremely
thankful for. He called me every step of the way to explain what the service
staff found out about my car and what did I approve. Again, I had to pick
myself up off the floor - GREAT CUSTOMER SERVICE. I was so appreciative that
he didn't take any liberties with MY car. He let me decide what I wanted to
do!
Please take the time to acknowledge Henry in the service department for a
JOB WELL DONE! He deserves the highest of praise. If he is any reflection of
the staff you hire, I'm sure you get letters like this every day. This is my
first experience with ANY company providing such amazing customer service.
A HUGE THANKS!
Caline
Dear Jose N,
I just wanted to tell you how much I appreciate your service! It is not common to find anyone in this day and time that is competent and also honest.
I have dealt with Mitsubishi for several years and not once did I ever go away feeling that things had been done on my car that wasn't needed or warranted.
I had just gotten some work done a few days ago on my Mitsubishi and this morning I went to start it up and I couldn't get it to start.I called you and within a short period of time you had sent a service man out to find out what the problem was. It was the same person who had worked on my car previously so he knew what to look for.
The problem was resolved in less than 2 seconds. My steering wheel had locked and so it wouldn't allow my car to start. I wasn't aware of this but Terry fixed it and told me what to do next time.
I can tell you how much I appreciate you sending Terry out and how much I appreciate the wonderful service that you have given my cars over the years.
Thank you
Thank you
Your best customer,
Barbara D. |
|
|
|
Dear Frank, February 22, 2010
As you may recall, several months ago while visiting your dealership to have my Mitsubishi 3000GT in your service department I stopped in to visit with you. My reason for introducing myself was that the experiences that I have had with the management and staff at your operation have been superior.
The professionalism and courteous that I have found in bringing my business to your team has truly been remarkable. Otherwise I would not have stopped in that day when we spoke in your office---nor would I be back here to follow up on our visit with a written "thank you".
Since I come from a career in the automotive field and have been a professional automotive technician, I am reluctant to have anyone else work on my 3000GT. As you and your team would understand, wherever possible I continue to take pride in doing much of my own work, including brakes, engine performance-related maintenance and all of the routine preventive maintenance. However, when it comes to front-end repair and alignment, or other specialized procedures, in the past I have somewhat reluctantly passes my vehicle off to others for this type of work. Plus, with young children and weekend sports, I have less time for the DIY repairs on weekends.
Here's what I believe you would like to hear today: With your service management team of Jose Naranjo and his support colleague Henry Sariol, along with the top-level talent and expertise Luis as a technician, I have experience "superior" customer treatment and 100% service satisfaction. And I should note that this is after several service and repair visits.
From your genuinely courteous folks who answer the phones, to the immaculate facilities, overall quality environment and solid performance. These qualities are not so common these days and I'm glad to have found El Cajon Mitsubishi. Thank You for your dealership and how you run your store.
SF
P.S. By copy of this message, I will share this communication with Jose--for Henry and Luis , too. |
|
|
|
Dear Frank and fellow employees, Tuesday,February 09,2010
It would be very much uncharacteristic of me to part today without expressing my sincere gratitude for your service. I would like to add that I am apologetic for the misunderstanding between myself and Brian. I am certain that he is a good of a fellow as you say he is. Sometimes,people will disagree, but at the end of the day, we're still people with lives, and loved ones. I assume responsibility for whatever my part was in our disagreement as I believe that it is the objective of most of us to do the very best we know how. I also extend that same understanding towards my initial salesman, Kenneth.
Today I left feeling like Janet Jackson! The service and the consideration I was shown was flawless and superior. It's what I believe this dealership strives for. I will not allow one incident to taint my view because the end result was, I was happy! I will bring my car for service here and last but not least, I will certainly recommend my friends and family here as a "Thank you" to you and your staff.
You're a great guy, Frank. That is not only because you were willing to get right into this deal and make it right, but because of the sincerity I saw in your eyes as you shook my hand. It was priceless and I am so very grateful. And just another note, Greg in finance is awesome!
God Bless you!
KMP ( The happiest customer yet ) |
|
|
|
Hi Frank - Feb 16, 2010
I was a previous Mits Spyder (1998) Owner until some guy totaled it. :( I came to your Mits dealership and was pleasantly greeted by Ken my sales rep, then very impressed with Brian who did an awesome job working with me on the "numbers", and then to Henry in service, his "no problem" attitude has made me glad I've stayed a mits owner!
You should also know that any of your staff that I have come in contact with always has a smile and a "Hi" - Whatever youre doing must be working!
Thanks for having a great group of people to work with!
Kath D.
2007 Mitsu Spyder |
|
|
|
Hello ! January 27, 2010
Yes, I was completely happy with my recent service experience!
If I could make a recommendation, an on-line survey would be an option. That way you could capture metrics more easily and conveniently.
That said, I always appreciate servicing my car with El Cajon Mitsubishi, and highly recommend customers taking their vehicles there for work to be done. All the best--Steve
|
|
|
|
Hi Amanda: November 9, 2009
Thank you for your attention and help. Everything was as you said and promissed. I am happy with the service. Gilbert (salesman) was so kind too. You have a loyal client in the future, and free advetisement too.
Thanks. David Changsek |
|
|
|
August 8, 2007
Dear Mr. Farsoudi,
I am writing you to let you know about the excellent service I recieved from the gentlemen in your service department. Both Chris and James have a high level of customer service and technical skills thah make them far above average.
I recently bought a 2005 Mitsubhishi Outlander and needed to get a variety of small issues taken care of right after I purchased the car. After I first called your Service Department, I was impressed by how polite and friendly both Chris and James were over the phone. Then, when I needed to come in that same afternoon, Chris made sure to fit me in. Later, after I arrived, while Chris was taking care of my repair issue, James looked up my VIN in your system and found a recall issue with a cooling fan that needed to be taken care of. If he hadn't done this, I would have never known it existed.
This is the type of service that a customer really appreciates. Both these guys are friendly and personable as well as on top of taking care of business. I went to your dealership three times in one week and every time they went out of their way to be sure that all of my issues were taken care of. We made sure to crack a few jokes along the way to make the fact that I was paying out extra money right after purchasing a car, a little less painful.
So, when it comes time for Chris and James review, bonus or increase, please know that you have two great employees, who are an asset to the community who frequents your busines. I also hd a great service form David in parts and Joe, the mechaninc. Finally, although it's not business realted, both of them and their boss Brad are pretty hot. Please keep up the great work. Thanks again for making my first experience with Mitsubishi dealership a positive one.
Roberta Fricker |
|
|
|
August 4, 2007
Dear Mr. Farsoudi
In the past year, my 2001 Mitsubishi eclipse (black) had developed a problem with the paint on the roof, where it would fade from black to almost white. In the past few months the problem started to spread to the hood and the doors and i became increasingly frustrated by it. I didn't want to repair the damaged areas only to have it re-appear after i fixed it. I took it to a dealership in Seattle (where i used to live) and they wouldn't have anything to do with it, since it was no longer under warranty. I did some research and i found that many other black Eclipse owners were complaining about the same thing. It appeared to be a factory defect.
Once I moved to San Diego, I decided to bring it into yor dealership in hopes of finding out what the problem was and how best to deal with it, since I didn't want to fix it more than once. I had given up hope of getting Mitsubishi to fix the prblem and was merely looking for a professional opinion. Much to my surprise the men in your service department offered to fix the problem at no cost to me, and i recently got the car back in sparkling condition , even completly cleaned and vacumed.
I wanted to pass along my compliments to your service department, particularly Brad Lewis and Chris ( whose last name I don't have). They provide me with prompt and prefessional customer service and at no time tried to make it sound like I was the cause of the problem. They acknowledged that numerous other cars had this problem and took care of it correctly. It's a shame how difficult it is to find businesses that stand behind their products these days! I feel very fortunate for having brought my car into El Cajon Mitsubishi and I will be more than happy to do so again in the future.
Sincerely,
Adam Silberfein |
|
|
|
12/27/2005
From: SDSU/UCSD Joint Doctoral Program in Clinical Psychology
Manager - El Cajon Mitsubishi
247 El Cajon Bl.
El Cajon, CA. 92020
I am writing to praise your service and parts departments for outstanding service to me over the past year. I have never written a praise letter to a car company, but I was so pleased with the friendliness and efficiency that I decided to write. I was especially well taken care of by the service manager and his staff on several occasions, for warranty work and parts for my '05 Endeavor. In some cases, I wasn't sure if a certain loose or non working part would be covered by the warranty (it was a grey area); but in each case the parts and work was fully covered, thanks to the service manager advocating for me and my car.
I should also say that my silver '05 Endeavor Limited is the finest car (I call it a car since it drives like one rather than the SUV that it is) I have ever owned. I have owned BMW's, an Audi A6, and Subaru Outback most recently, and the Mitsubishi AWD Endeavor SUV is by far the best and my favorite. It drives like a sports car (not that I would ever drive it fast on exciting curvey mountain roads!) and I especially like the sports shifter that allows me to drive in automatic for most of my hi way driving and clutchless manual mode for my frequent trips to Julian.
My commendations to your terrific staff, especially in the service and parts department, although my interactions with your sales staff have been quite pleasant and informative. While I purchased my Endeavor at another dealership in Orange County, for my next Mitsubishi, I will certainly start and hopefully finish my search with your excellent dealership.
Again, many thanks,
John E. Martin, Ph.D., Professor |
|
|
|
01/24/08
My name is Mrs. S. Zied and I lived in San Diego for many years and now live in Laguna Niguel.
Last Friday, January 18, 2008, I drove to El Cajon, over 100 miles, specifically to get my car serviced. I did this because of your Service Manager, Bradley Lewis. To me he is a smart, knows what he is doing and has integrity. Even though he may not work on my car personally, I sure he will have it serviced by the mechanis with the same qualities. My kids and my friends ask me why i drive all the way to San Diego to have my car services. My answer is I trust Mr. Bradley Lewis to do the right thing. That was not the first time that i had driven all the way to San Diegoto have my car serviced at your facility. I will continue to do this as long Mr. Bradley Lewis handles my car.
I just wanted to thank you for allowing me to trust my car to someone whom I believe to be honest, knowledeable, and a believer in great customer service, Mr. Bradley Lewis. Not all dealerships treat their customers this way. My car is now operating well and I am pleased.
Best regards and wishes,
Mrs. S. Zied
P.S. Do you service other cars than Mitsubishi? I have friends that may be intrested in your service. Please respond to the above email address. Thank you. |
