Customer service

[vaneramos]

Few things are so disheartening as a sudden, unfamiliar sound emitted by a car in motion. It happened this afternoon en route to a doctor's appointment: something underneath, grating along the road. I pulled over, took a look, and sure enough something was hanging down, but it wasn't the tailpipe.

I found some rope in the trunk and slid on my back under the car, ignoring a tickle of panic. Besides irrational fear of the gas tank collapsing on me, there was dread of another big bill for the car, not being able to find anybody to fix it this afternoon, ruining my weekend plans, not being able to get to work on Monday, and so on.

On August 6 on our way to the cottage, while Kerri snoozed and Brenna was wired to her iPod, Marian and I watched raptly as the odometer on the 2002 Sunfire hit 200,000 km. We reflected on all the adventures we've had in it. The summer of 2002 I was planning to rent a car for our camping trip to Manitoulin Island, when Mom and Dad suggested they lease one with good fuel economy. I could drive it for the summer, and then they would get good use of it driving to and from the city for Mom's chemo treatments. But it was not very comfortable for Mom, and eventually it became my car.

It took me and the girls on a whirlwind tour of the Maritimes in August 2005. It has taken me to Atlanta (2007), and Danny and me to Winnipeg (2010). Several years ago Brenna and I were riding when it was rear-ended.

On the whole it has been a reliable car, but I didn't know how much longer I could count on that. This year I've spent almost $1,100 catching up on maintenance, and feared it was money thrown away.

Kerri, who has worked in a body shop, knows cars. No, she says, a Sunfire is good for 400,000. She has offered to fix a little rust along the bottom of the driver's door.

But when an unknown part starts dragging, the worst-case scenarios come to mind.

The fallen thing was a shiny metal box about a foot long attached to a short length of flexible pipe. I had never seen one before. It seemed to be fine, but the attachment bracket had broken off from somewhere. With the rope, I managed to secure the thing in place for a short trip around town.

After my doctor's appointment, I called Michael's Automotive Service, which has been my main mechanic for 15 years, whenever I could afford to get work done on the car. Did they have time to take a look? Sure, they said, but there was no saying whether they would be able to fix anything.

I drove over. There were just two young fellows left in the garage. One of them, I'm sure, is Michael's son. They hoisted the car up. The fallen thing is an emissions control box. It's important and not important, I am told.

"It's pretty clean under here," said one of the mechanics, with surprise.

I was surprised, too.

"You should consider getting an oil undercoat this year, and keep it that way, if you want to keep the car running."

"I do," I confided. "I didn't know how much longer it would last, but a couple people have told me Sunfires are pretty reliable."

"The engine is pretty indestructible. The body will fall apart long before the engine wears out."

A bolt appeared to be missing. They got another bolt and washer and fastened the box back into place. It was a fix I could have made if I had been able to think clearly enough to figure out where the box belonged. I would have spent a couple hours hauling my ass to Canadian Tire, home again to get a socket wrench, and back under the car on a dusty street, not sure what I was doing. At Michael's, two minutes and it was fixed.

The fellows lowered the car, pulled it out of the garage and said, "You're all set."

"Can't I at least pay you for your time?"

"No, maybe next time."

Comments

[jwg.livejournal.com]

That is one of the nicest car trouble/repair stories I've heard in quite a while. ANd pretty good prognosis for the future of your car as well.

[vaneramos.livejournal.com]

It the kind of thing that isn't supposed to happen anymore. It restores my hope.

[poetbear.livejournal.com]

what a blessing to have a
service like Michael's!~paul

[vaneramos.livejournal.com]

An unusual and unexpected blessing!

[teddyb.livejournal.com]

What a relief to have the problem end up being minor and an easy fix.

And what a delight to have an honest, reliable auto repair shop like that!

[vaneramos.livejournal.com]

I thought it was turning out to be a bad day. It was nice to get a surprise ending!

[missprune.livejournal.com]

That's really pretty darn heart-warming!

[vaneramos.livejournal.com]

It is wonderful to find little pockets of humanity left in the world. :-)

[pippasporch.livejournal.com]

Wow, utterly heart-warming! Those fellows probably have no true realization of how meaningful an impact they have made. When a dentist fixed my tooth 2 years ago - for free! - I was moved to tears by the enormity of receiving such generous grace. Reading about your beautiful experience definitely inspires me to be much, much more generous and gracious, too. And such inspiration is a powerful gift to receive - thank you, Van.

[vaneramos.livejournal.com]

It made me wonder how I could be more generous with what I do. But just now it occurs to me: when we writers write the truth we are giving something truly valuable.

The Michael's website indicates they "hope to earn your trust", which suggests their generosity isn't merely a selfless act. Niether is it superficial. I've taken cars there for many years. They want my patronage, they're willing to give a little bit extra to retain it, their service has always been top-notch, and they deserve me to keep going back.

Generosity is empowered by esteem from self and others.