Subaru Service Confusion - On My Part!

We had just brought the Subaru in for an oil and filter change earlier in the month. Since they weren’t able to check the squeaky brake we had to make another appointment. Since we also had questions about whether to have a major check done as well, I called rather than schedule on line in the event we would need a loaner. After explaining the situation the appointment was made with a loaner and we were set. As usual I wrote the information on the calendar and we received a confirmation email and a text, then another text as a reminder. So when we went this morning to drop off the car several things happened. The guy asked us if we had an appointment and if we wanted a safety inspection. Both my husband and I thought that meant the major check up. What he meant was if we wanted to have the annual safety check required by Virginia law since the sticker said May 22. It would be a month early but would save us another trip. We said ok. When we walked inside, we were flabbergasted when she said our appointment was for yesterday! I have NEVER a made that kind of mistake and was completely embarrassed - especially since we needed a loaner. Luckily she said it was no problem and we could still get the loaner. After signing all the paperwork I just casually asked if the safety check was noted - and it wasn’t. So that was added. Then we needed an orientation on how to drive a keyless car because we keep forgetting about using the brake and pushing the ignition button. The new car feels weird because it feels like it is stalling every time we stop. On the way home we realized that we left our keys with them and we wouldn’t be able to get in to the house (since I don’t carry a purse anymore I don’t carry keys) nor would we be able to park in our condo garage without the fob we left in the car. So we had to drive back to get the keys - but I forgot to ask for the fob. So when we drove back home I had to ask the front desk if they happened to have an extra fob that we could borrow for the day since we didn’t want to leave the loaner car out in the general parking. Begrudgingly they handed one to me. I also forgot to mention at the dealer that we have an extended safety contract with Subaru in the event whatever is being repaired might be covered. So I sent the information via email to the person who had been helping us. I feel so discombobulated and it is very unsettling. Usually my husband watches for the keys - and I even thought about it before we went in. I think we are so out of touch dealing with the real world that we are still thinking like the last two years. I only hope the rest of the day settles down and we are able to pick up the car without another snafu. I’m not good at doing things off schedule. It’s a bit scary. 

Subaru Recalls, Status, and Service Options

Our 2016 Subaru Forester is different than our other Subarus. I don’t remember having any issues with our Outback and first Forester. Our current Forester has had a couple of recalls, and now another one. We had to have a cracked windshield replaced, and on our way home from Florida after my mom’s funeral in February, we ran out of gas on a very busy I-75 and luckily didn’t get smashed by the vehicles behind us. The gas gauge was not empty, there were no warning lights, and the dash said there were at least thirty more miles to go. It was a hair raising experience. I reported the incident and they said to bring the car in. We haven’t had the chance. Now we rarely take the car out for anything and are wondering what inactivity will do to it. In the meantime we got our monthly vehicle status report that shows all systems are functioning. Another email is offering pick up service to avoid us having to go to the dealer for a routine check or otherwise. As an aside, we also scraped a pillar in a parking garage - the front passenger side needs repairs, but we’re not doing anything about it now. So, as long as the status of the car is adequate, the other repairs and recalls will just have to wait. It’s the last thing we want to think about now. But it’s good to know service repair places are considered essential. Who would have guessed? 

CSC Serviceworks Washing Machine Issues

When we lived in the Midwest we had a lovely laundry/mudroom on the main floor of the house. When we moved to DC in to our tiny 500 square foot condo we had a very small LG combination washer/dryer unit tucked inside a tiny closet in the hallway next to the bathroom. The unit is so small you can maybe do one sheet at a time or one large towel. So we use it primarily for small loads. Unfortunately we then have to depend on using the laundry room down the hallway for large loads - which is sheets and towels. It’s bad enough to have to use a communal area, but when the machines don’t work it makes it even more irritating. And such was the case this morning. None of the washing machines would accept three different credit cards that amounted to twelve dollars in “no service.” So we reported the faulty machines to CSC ServiceWorks, which is associated with Coinmach. We first tried calling, but then went on line to fill in three different pages with detailed information about each washing machine. Then I went to another tab to request a refund, again providing all the detail information. We received several email notifications about getting the requests for each machine, a verification email about the refund, and then more emails about the service being completed. I’m not sure it is worth so much hassle - or maybe I am just feeling barraged with broken things lately. That included two visits to the Subaru dealer for the check engine light, another water leak in our unit, and now this. It obviously happens enough that there is an app out there to report the non working washers and dryers. I downloaded it for the next time. And I’m afraid it will need to be used be sooner than later. 

Next Day Blinds Service

Two years ago we had blackout shades installed in our condo windows by Next Day Blinds to help shut out the light at night, add insulation, and provide a nice decorative header. Nine years ago we had honeycomb shades installed on those same windows by the same company. Over time the white pull cords on the honeycomb shades are pretty dirty - and we have tried everything to clean them. And, one of the pull cords broke. So I requested a service call to have the one pull cord repaired, but also to replace all the white cords to freshen them up. Additionally, one of the blackout shades never hung right, so I also requested that it be rehung and straightened. So the service technician came and took down all the honeycomb shades and contacted the service center to see how to address the blackout shade because it was measured incorrectly in the first place - which is why it hung crooked. Usually, they just remake the shade, but the meterial we had is now out of stock. What that meant was that all five shades would now need to be replaced with a new fabric. After the tech left, we got a call yesterday from Edith who told us to go down to the showroom, find an alternate option, call her back, and keep the appointment we made next week to have everything rehung on the same day. So today we went to the showroom, got the color and pattern name and numbers, called Edith back, and are keeping our fingers crossed that everything goes as planned. Although it is an inconvenience, I’d like to say we have had positive experiences with Next Day Blinds. I’ll let you know if that changes next week. 

Subaru Service

Since having driven to Florida and back last week it was time for a car check at the Subaru dealer. The last service appointment was in July for what we remembered was a pretty thorough affair. Our Forester is two years old and already at 39,000 miles. So we weren't sure what the actual service needed was, but we had an engagement for lunch, so we requested a loaner. We got a 2018 outback with a keyless entry and starter. Our first Subaru was an outback, followed by two foresters. We like the height and view of the Forester more, but I also like all the added features on the outback. Neither one of us is familiar with keyless entry and starter so I looked it up on line to make sure we didn't do something that would lock us out or anything else. The Outback is a nice enough vehicle, and I have a feeling the additional safety options are now available on the Forester too - especially the blind spot and back up and parking audible sound alarms. What we would really like is a self parking option because we have street parking in our neighborhood. It turned out we only needed an oil and filter change so we really didn't need the loaner after all. Regardless, the service is always great at the Subaru dealership. Maybe that's why we are on our third Subaru?

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Subaru Customer Service

They kept their word. When we went to the Subaru dealer a few weeks ago for a first check up on our 2016 Forester, we received a letter in the mail that a feature on the car had to be reprogrammed. That meant another visit to the shop - quite annoying! So we asked to see if they had by chance reprogrammed it the day before hoping to avoid another visit to the shop which is in Alexandria. Well, they had not. But as a good will gesture, Subaru customer service said they would pay for a tank of gas for the inconvenience of a return visit. I just needed to send them the service document and the gas receipt. So I sent them the documents via email, received a response that they were received, and a follow up notice that a check was on the way. The check arrived and was promptly deposited. All we have to say is that we are very impressed with Subaru customer service from the time we bought the car here last October. This is our third Subaru and we have never been disappointed. Thanks!

Next Day Blinds Cord Repair

We've had honeycomb shades on our windows for six years. They came from Next Day Blinds and we have had relatively good luck with them. However, a couple weeks ago, one of the cords snapped and we were not able to pull the shade completely up, and knew if we brought it completely down it would never go back up. And of course, it was on the biggest window, and we were having out of town guests visiting to boot. My husband was able to at least close them completely using some maneuver, but it kept the house darker during the day time than we liked. Since we were told the blinds are on a lifetime warrenty, I went on line and requested service. Since they didn't readily get back to us after we received an email response that they received our request, we called and scheduled an appointment, which would be a couple weeks out. On the day before the service, we received a phone call to remind us of the date and time, followed by an email with information about the service and the name of the technician. On the day of the service, we received another phone call that the time was still on track followed by a second call to inform us the technician was en route. When he arrived, it took a few minutes to replace the cords. I asked him if we should expect all of the shades to eventually break. His response was most likely, but not to forget about the lifetime warrenty. As for cleaning the cords? No good solution. But at least now we can go back to opening the windows and enjoying the view. That means a lot when you live in such a tiny place. 

DC Services Stink - Do Yours?

It takes a certain kind of person to live in this town. Maybe this week was just odd and not typical, or maybe we have nothing life threatening to worry about. I can only compare it to what life was like in the Midwest - and it was nothing as irritating as this. Starting with USPS - our held mail was never delivered. Neither two postal workers nor email complaint has been addressed. We still don't have our mail or a response within the promised 48 hour window. The public garden on the corner is overgrown and full of weeds. A request was sent without any action - they have one more day to meet the two week turnaround. We started a project three months ago for a simple installation with a promised date for tomorrow. Even with several email reminders to the vendor about meeting this deadline, we were assured it would be met. Guess what? It has to be rescheduled another 7-10 days out. Our entire kitchen in Milwaukee was remodeled in less time than this. I hate living my life around incompetence. I've been trying to make a doctor appointment for an annual exam for the past THREE months to no avail. I considered changing offices but don't want to deal with the prescription hassle. They said it has to do with scheduling changed. I don't think they want any patients. And of course there are other things going on in the city that create major inconvenience because of the lousy infrastructure. Thank goodness I don't need to drive to work or use the metro. If you are an organized and reliable and honest type of person - this is not the place for you. In the end probably none of this matters, but when it all happens in the same week it is quite irritating. 

Don Beyer Loyal Subaru Customer Reward

We have never owned a car for ten years. Since we moved to DC we have no desire to park a brand new car on the street to get banged up and scratched. But keeping a car for a longer time means repairs every once in a while. The air conditioning on our 2004 Subaru Forester was beginning to fail last summer and all but did this summer. It would turn on but quit after driving short distances. This was unreliable for us and intolerable if we had passengers. So we decided to bite the bullet and have the AC system overhauled with a new compressor to the tune of $1200. We pondered the option of a new car but decided against it. However, because it had to be serviced in Alexandria on Richmond Avenue, we insisted on a loaner. We got a 2014 Outback and couldn't find the parking brake until we realized it was electric. Someone left a pair of glasses between the seats. The ride felt rough and uncomfortable; the view forward seemed smaller. We also had to refill the gas tank for another $12.00 before returning to pick up our car. Because we are such "loyal customers" - I shudder to think how much we've sunk there over the years - the $70 loaner fee was waived. We were very happy to get back in to our old silver faithful vehicle and were thrilled to feel the cool air conditioner blowing on us in the 90 degree heat of the afternoon. And when we returned to the neighborhood to park, we weren't worried if the car got hit or even if a tree fell on it. 

The Best UPS Delivery Guy in DC

The following query was left by one of the residents of our building. It is followed by other resident responses. We always knew this about our UPS delivery guy - just happy to see others have noticed too!

QUESTION: "Dear all, I just want to express my thanks to the person (s) who has been faithfully delivering my many packages to my door for several months. To be precise, my packages from J.Crew and Net-a-Porter, as opposed to my packages from H&M and Urban Outfitters. Your reliability has been so consistent that I have been able to predict when you would deliver and when you wouldn't - no complaint at all because I don't order much from H&M and I do appreciate the frequent J.Crew deliveries. But why the distinction? And who are you so that I can thank you in person, perhaps over coffee? Your grateful neighbor, G"

"G-- I think I can solve the mystery for you -- We have a UPS guy who is amazing!   He is just a great guy -- better than all the rest -- and he always leaves my packages in front of my door -- That's how I know he's on the job!! I can't give him near enough praise!   He even knows my name! (Not that I'm a frequent shopper, of course!) So -- next time you see our UPS guy -- be sure to thank him -- because I'd bet a buck he's the source of such kindness!"

"Sounds like he has short blond hair and worn shorts in summer time. Around 40.  He has pleasant disposition.  Like what you said, he always went up and left my packages in front of my door. Sometimes he rang the bell (flashing light) to get me to the door. Hope he "forever" will stay on the job."  :-)

"G, I second what R said. If your package yesterday was from Zappos, it was definitely our super cool UPS guy who delivered it to your door because I let him in the front door and saw him go upstairs."

People aren't used to this kind of service in this town. I'd like to say it is much more common in the Midwest, and I certainly do miss that!

Comcast Credit?

It seems like a long time ago, but back in October we were having Comcast cable and Internet issues. We had intermittent cable over a week or so, and then lost several HD channels we routinely watched. I also spent a long time on a service phone call with them that resulted in nothing, which I knew was going to happen based on what she was suggesting I do. We finally ended up with a service call. The guy even came before the appointed time, was not able to fix it, but called in additional help and promised it would be taken care of - and it was. Both of these incidents of the failed service call and the successful restoration of our HD channels were blog entries. Our only disappointment was that we were not reimbursed for the days, time, and inconvenience of the service we didn't have but paid for. Yesterday we got the bill and there was a credit on it. I checked the detail and can only assume that the credit had something to do with the complaint. I usually don't make an issue about these types of things, but am happy I did. Someone responded from Comcast when they read about the not so great service and left a name and number to contact, and someone must have responded about paying for service we did not have. We also received a few phone calls from their management team. I heard somewhere that blogging about these sorts if things can result in some positive action. I can say it happened twice.