Customer Service at Walmart

I remember a time when getting the oil changed in your car was a simple and cost effective experience.  Well, if the truth is known it still can be as long as you are willing to go buy the oil, filter, oil pan, car ramps and oil filter wrench.  The car ramps and oil filter wrench will cost you the most initially and then all you have to do is buy the oil and filter for approximately 10.00.  Then there is the ecological nightmare of disposing your old oil in a safe and lawful manner which is not going to be free.  I guess that is why most of us just go to Walmart or wherever we trust our automobile to have the oil changed.  

I like Walmart because they usually always have exactly what I need and at a bargain price.  You can shop for clothes, eye glasses, get our hair cut, stop by McDonalds for heart attack food, and get your oil changed and much more.  Why would I want to go anywhere else?  My family and I should own stock in Walmart and I guess if I would buy some stock we would be owners.  LOL.  There should be some sort of dollar amount that states after you spend 10,000.00 at Walmart that you are automatically enrolled to own a couple of shares of stock.  

Yesterday while in Moncks Corner on my lunch break I decided to go to Wallyworld and purchase some items for my office that I needed such as a fan, power bar etc.  While I was waddling around in Wallyworld I happened by the auto center and asked someone when they would be able to get to my car for an oil change.  They were eager and told me right that minute but that they would have to have my car to start the process.  I was thinking to myself, why can’t you just take my information while I am standing there and then I will be checked in and then can just go get my vehicle.  I always get into trouble thinking with the logic chip engaged.  So, being slightly irritated I agreed to walk all the way across the store out into the parking lot to get my car.  Hey, it had to happen at some point, why not now??  

I pulled my car around back and drove up to one of the lube bays and got out.  One of the men came out of the lube bay and advised me to pull my car next to the customer service entrance so the customer service rep could get my information and then they would in turn drive my car back to the lube bay.  I was like, ok, this is really getting to be a pain but I will comply since I have already invested about 10 minutes into this madness.  So, back into the car, and 45 feet later I land in front of the customer service door.  I made sure to just drive it up at an angle and hop out.  I did not even care about parking it in a parking spot at this point.  I walked inside and notified the ladies behind the counter that I was back with my car and wondered how long the process was going to take.  One lady looked at me and just pointed at the other lady who was coming out from around the counter to go outside to my car.  I looked from one to the other wondering if someone was actually going to answer my original question.  That question was “how long is it going to take to get my oil done?”  Guess what, you are right, I never got the answer.  The lady from behind the counter had this hand scanner in her hand and she was too focused on trying to figure out how to use the device to answer a simple question.  So, being irritated even more I hold my tongue in check and follow the customer service rep outside to my car.  

The customer service rep walks over to the driver’s side of my car and asked permission to scan my VIN number with her hand scanner.  I told her that she could do whatever she wanted to do as long as that process included getting my vehicle back into the lube express bay and having the oil changed.  Lube Express they say?  How about “Lube nightmare”?   How about” Lube isn’t going to happen until the ridiculous time consuming process is finally going to happen before the customer screams and drives off into the sunset never to return”

Of course the hand scanner did not work with regards to scanning the bar code under my windshield which meant that the customer service rep spent another 2 min trying to get the scanner to do what it is programmed to do.  Finally the customer service rep gave up and started madly tapping on the little hand scanner screen as she inputted my vin number.  At this point my irritation level was borderline  “I can not believe this is happening to me” disbelief.   Once the vin number was inputted she walked around the car doing an inspection for damage verified that the license plate number was correct and then had me sign a waiver in case something was damaged or stolen while my car was in the Walmart “this is taking for ever to get your car in here bay” for the oil change.  I asked the customer service rep what I was signing and she just grunted and looked into the general direction of the hand scanner and told me that I just needed to sign it in order to get the car serviced.  At this point I was 15 or 20 minutes into the “lets take forever to get your car in the non express bay so we can finally change your oil”.    I signed the waiver and advised her that if something got damaged or stolen while my car is in the oil lube bay that Walmart would certainly be held liable.  I really don’t think the lady cared about that at all.  At this point I give the keys to the customer service rep, go into the store to collect my shopping cart and collected the loot I had come to purchase to begin with.  Once I got back to the car center to pay for my loot I was greeted by another customer service rep that had several forms for me to sign.  There was a form stating that my front tire tread depth was at the point to where it needed to be replaced.  I just wanted to swipe my debit card , sign the receipt and get the heck out of this black hole that had swallowed me up.  But no, it would not be the simple Mr Moffitt.  We need for you to sign TWO forms stating the same thing with one copy for me and one for Walmart.  Not only do they need to record your license plate and VIN number but they also want you to acknowledge in writing that they want me to buy a new set of tires for my car.   I could understand if one of the tires had dangerous visible damage to it or had a bubble in the sidewall and it was a danger for me to drive.  At that point I can understand why they would want me to sign a waiver telling me of the danger and giving me the option to either replace the tire or not.  So, I would up signing the tire document for Walmart records, my oil change document and my receipt.  

Here are a couple of thoughts that I had after reflecting on my experience at Walmart.  
You do not need my VIN number to change the oil in my car.  Why does Walmart need my VIN number in the first place?  Heck, for that matter you really do not need to keep my license plate information either.  That information is not necessary to remove the old oil from my car and replace it with new oil and a filter.  Customers are not an interruption to your day and they certainly are the reason for your being there.  If Walmart does not have customers your goods and services will no longer be needed and you will find yourself in the unemployment line asking for government assistance to feed your family and pay your bills.  Customers want to feel as if you are happy that they chose Walmart to do their shopping.  Walmart is not the only place in down that sells widgets, gadgets, food etc.  You can get your oil changed in a million places and buy tires elsewhere.  As a customer I want you to make me feel that you are happy that I am there and that your desire is to make me feel comfortable about what is happening to me.  As a customer I want to feel as if I am more important than the need to follow procedure and policy.  As a customer I do not want to be inconvenienced or ignored just because you are not adept at using the technology that has been given for a task.  As a customer I expect that you will be able to use the technology of today give to you by your employer to make my experience as painless and expedient as possible   As a customer I want you to answer my questions when I ask you one and I don’t want to be redirected to someone who is more concerned with the hand held scanner that has captured their attention.  

Will I ever get my oil changed at the Walmart in Moncks Corner ever again?  Not if I can help it and I will certainly never be able to do it on my lunch break thanks to the time consuming and painful inquiry you have to go through even though they might already have all of your information to begin with.  

I hope that Walmart will take notice of this experience because I can assure you that everyone that reads my blog will remember this experience and that alone will cause them to be cautious about choosing Walmart in Moncks Corner for their automotive needs.  

I am hoping that Walmart will review their processes and procedures that they have put into place there and will fix those areas that need to be fixed such as training on the hand held devices, education about why customers need to sign waivers that do not make sense and customer service skills.