On Saturday afternoon, I took my husband's Jeep Grand Cherokee to Jiffy Lube for an oil change. They were just about to close, but they didn't hesitate to wave me in. They did a quick oil change, didn't pressure me too much to do extra services (and even offered to work with me on the prices if I changed my mind), and got me out the door in less than 15 minutes.
All seemed well until the next day. I got home from the movies and noticed a trail of oil leading from the street all the way to a puddle of oil beneath the Jeep. My husband had only driven to the computer store and back, but by the time he made it back home, the "low oil" light was on.
As soon as they opened at 7:00 a.m. on Monday, I called Jiffy Lube and told them what was happening. They suggested I drive the Jeep over, but once I checked the oil level and found the dipstick completely clean, I called back and said I wasn't comfortable driving it.
Here's where the customer service portion of this story kicks into high gear. The guy on the phone got my address and said he'd be right over. Sure enough, he arrived in about 15 minutes. I raised the hood of the Jeep so he could have a look and he immediately said, "Just as I suspected, we cracked the oil pressure sender while we were replacing the oil filter."
While I fished the receipt out of the glove box, he made a note of the vehicle's engine size and said he'd be back with the part and some oil within the hour, apologizing for the inconvenience. I was so surprised not to have to argue about the whole situation that I didn't even mind that it was going to make me a little late for work.
He must have returned while I was fixing my hair because he had already replaced the part and topped off the oil before I noticed he was back. By then, my husband was up and around, so I let him take over, but not before I heard the Jiffy Lube guy apologize again for our inconvenience and offer to degrease the Jeep's engine and bring over some degreasing solution for our driveway.
I know it shouldn't be a huge shock when a company takes full responsibility for one of its mistakes and makes amends, but it is. I'm so used to the idea that a customer has to fight for satisfaction in a situation like this that I hardly knew how to act when everything was handled so satisfactorily.
So, hooray for Jiffy Lube! Sure, they have at least one careless guy on staff who needs to learn to take it easy with the oil filter wrench, but they clearly have a solid plan in place in case of trouble. As another Jane would say, "What's not to like about that?"