Some good points
A paid wheel alignment for my car was attended by a supervisor, who got the job done in 15 mins, took a test ride and I also took a test ride and the job was perfect and I took the car satisfied.
Customer relation manager understands the problems of customer and tries to sort it out to his best
First Free service had no problems.
Some improvement areas
Paid services are done better than Free services.
During Free service some or the other problem crops up resulting in sadness for alert customer.
No clarity and uniformity of checks, jobs done as part of a particular Free service.
If customer is alert on a particular job to be done as part of free service, he is made to think later why did he ask for it.
Systematic approach not followed during service. To solve a problem, somehow solve the problem methods are used.
Checks by the service advisor or concerned person after the job has been done is missing.
Delays in getting job correctly done and due to this customers waste a lot of time during delivery and sometimes take leave inorder to ensure proper job completion
Getting the job done properly and the car working properly is at the mercy of the service advisor
Some Service advisors give a different treatment for alert customers during the subsequent services.