
Today, I took my car to Sam's to get my free tire rotation. I purchased the tires there in March; they have 12,000 miles on them and should have already been rotated, but we've been negligent. In a moment of weakness, Dave asked me to take the car somewhere to have the tires rotated. Since purchasing the tires, Dave and I have switched from Sam's to Costco.
I went in and straight to the tire center. I presented my receipt for the tires and was asked for my membership card. I didn't have it with me--it's expired. I did have it in the car in my super-handy card organizer that Devin gave me for my birthday. So, I trotted back out to the car knowing that when they scanned the card they would find my membership was expired. I could sense that this was going to be a problem. Sure enough, when the guy scanned the card he said, "Ma'am your membership is expired. Do you want to renew it?"
"Do I have to renew to have my tires rotated? I bought them here."
"Well, to get the free tire rotation, you have to be a member."
"Fine; I'll get them rotated somewhere else." I snatched the card, spun on my heel, and hit the door.
Fuming I sat in the car contemplating my next move. It was 10:10 am; I had an appointment at Schwab at 11:30, an appointment at the Toyota dealership at 1 pm, and errands to run. I decided to go to Costco for a few items on my list and thought I'd check there about the charge to rotate my tires.
When I went in to Costco, I asked what the charge would be for rotating my tires. To my amazement, I was told $4 per tire since they weren't purchased there. Knowing I had a sympathetic audience, I shared with the kind Costco Tire Department Manager, Jason, my experience at Sam's. He seemed taken aback that Sam's would not rotate my tires. Costco's policy is to service the tires for as long as the purchaser of the tires is the current owner of the automobile--even if the purchaser is no longer a Costco member. Imagine that , customer service alive and well.
So, I dropped off my car while I went inside to pick up the essentials: toliet paper, Irish Spring, a huge jar of mixed nuts, and trash bags. I had time to meander through the aisles. When I finished, I paid for my tire rotation and found the car waiting at the front door--now that's service.
If only I had had an experience of the same quality at the Toyota dealership, but that's another blog. . .