My Hyatt Experience
Joined: Jan 2007
Posts: 19,680
Likes: 161
From: Calgary, AB, CANADA
My Hyatt Experience
I had my first service interaction with Hyatt Infiniti today and I have to say it was very positive.
I had 'the Bose issue' where intermittently the centre stack stops working, no radio controls, and the AC is stuck on 20C or some similar number. so having learned that the solution was to replace the Bose head unit with either another Bose head unit or an aftermarket piece, I decided to go with the OEM and contacted Ken at Hyatt to arrange for the parts and installation.
I took it by the shop and luckily it was misbehaving that particular time so it was easy for the tech to confirm the problem. I was cautious even about having them look at it, thinking they would charge me three figures to put it on a scope or some such. So I asked Ken in advance what that was going to cost me -- he said 'nothing' so I was good with that.
Having confirmed the problem and the solution, Ken priced out the refurb head unit ($325) and labour (1.5 @ $130) to get the job done. I said I'd let him know, and hunted around a bit for a working used unit or perhaps an aftermarket solution. I wasn't 100% confident that an aftermarket HU would solve the problem and would cost more due to the finisher etc. Plus I don't trust the local sound shops not to screw things up like they did with the remote starter in my previous car.
So I contacted Ken and said let's go ahead with the Bose replacement. He ordered one up, and despite the fact that the price had gone up $50, he gave me the original price we had talked about. I would expect that. He called me when the unit was in, and we arranged a drop off for this morning to get the work done.
I e-mailed Ken in advance, requesting that he or someone else take a ride with me before doing the work to confirm my car has no rattles and that if any were introduced as a result of the work, I'd want them fixed at no charge.
When I got there this morning, Ken invited me into his office and we did up the work order, and he initiated a ride to check for rattles. having confirmed that, we finished up the paperwork and I caught their shuttle downtown...pretty convenient, actually, since it dropped me right outside City Hall where I currently work.
Ken let me know he would be in safety training most of the day but he would call me when he was done and had driven the car to ensure everything worked and no new rattles. I was on the shuttle back to Hyatt when he called and let me know the work was done, he'd driven the car and everything was fine.
When I got there, Ken had one of the ladies look after payment and delivery since he was going into a meeting. They pulled my car into the bay -- washed -- handed over the keys. I tried out the stack and everything worked fine, in fact I gave it a bit of a workout on the way home with some Nazareth and Rob Zombie.
Okay, it's still a crappy Bose, but it works fine and has a 1 year/20,000 km warranty (I think, I'll have to check.)
In an open and stated gesture of goodwill, Ken even gave me a little break on the labour rate, which I certainly appreciate.
So all in all, a very good service experience in my book. Having dealt for years with Ford, I'm far more used to being bent over. The cynical among you (us) will say this may be a bit of an artificial situation and that i got special treatment to create some good press. Maybe, but it has to start somewhere. I think it will take a consistently good experience by many customers to establish a good reputation, but from what I can see Ken is sincere in wanting to improve Hyatt's reputation.
Comments welcome.
I had 'the Bose issue' where intermittently the centre stack stops working, no radio controls, and the AC is stuck on 20C or some similar number. so having learned that the solution was to replace the Bose head unit with either another Bose head unit or an aftermarket piece, I decided to go with the OEM and contacted Ken at Hyatt to arrange for the parts and installation.
I took it by the shop and luckily it was misbehaving that particular time so it was easy for the tech to confirm the problem. I was cautious even about having them look at it, thinking they would charge me three figures to put it on a scope or some such. So I asked Ken in advance what that was going to cost me -- he said 'nothing' so I was good with that.
Having confirmed the problem and the solution, Ken priced out the refurb head unit ($325) and labour (1.5 @ $130) to get the job done. I said I'd let him know, and hunted around a bit for a working used unit or perhaps an aftermarket solution. I wasn't 100% confident that an aftermarket HU would solve the problem and would cost more due to the finisher etc. Plus I don't trust the local sound shops not to screw things up like they did with the remote starter in my previous car.
So I contacted Ken and said let's go ahead with the Bose replacement. He ordered one up, and despite the fact that the price had gone up $50, he gave me the original price we had talked about. I would expect that. He called me when the unit was in, and we arranged a drop off for this morning to get the work done.
I e-mailed Ken in advance, requesting that he or someone else take a ride with me before doing the work to confirm my car has no rattles and that if any were introduced as a result of the work, I'd want them fixed at no charge.
When I got there this morning, Ken invited me into his office and we did up the work order, and he initiated a ride to check for rattles. having confirmed that, we finished up the paperwork and I caught their shuttle downtown...pretty convenient, actually, since it dropped me right outside City Hall where I currently work.
Ken let me know he would be in safety training most of the day but he would call me when he was done and had driven the car to ensure everything worked and no new rattles. I was on the shuttle back to Hyatt when he called and let me know the work was done, he'd driven the car and everything was fine.
When I got there, Ken had one of the ladies look after payment and delivery since he was going into a meeting. They pulled my car into the bay -- washed -- handed over the keys. I tried out the stack and everything worked fine, in fact I gave it a bit of a workout on the way home with some Nazareth and Rob Zombie.
Okay, it's still a crappy Bose, but it works fine and has a 1 year/20,000 km warranty (I think, I'll have to check.)In an open and stated gesture of goodwill, Ken even gave me a little break on the labour rate, which I certainly appreciate.
So all in all, a very good service experience in my book. Having dealt for years with Ford, I'm far more used to being bent over. The cynical among you (us) will say this may be a bit of an artificial situation and that i got special treatment to create some good press. Maybe, but it has to start somewhere. I think it will take a consistently good experience by many customers to establish a good reputation, but from what I can see Ken is sincere in wanting to improve Hyatt's reputation.
Comments welcome.
+1 I may have to give him a call when i get going again.
I too am pleased with the recent work I had done.
Once the rattle in the dash was reproducible, they took the instrument binnacle apart, made sure all wiring was properly secured and used foam to isolate the various parts during re-assembly. The result is no rattles since.
My only beef is that the clock wasn't reset when I picked it up and I had to re-do some of the settings on seats and AC but that's pretty minor.
Ken, if you're reading: keep up the good work.
Once the rattle in the dash was reproducible, they took the instrument binnacle apart, made sure all wiring was properly secured and used foam to isolate the various parts during re-assembly. The result is no rattles since.
My only beef is that the clock wasn't reset when I picked it up and I had to re-do some of the settings on seats and AC but that's pretty minor.
Ken, if you're reading: keep up the good work.
Joined: Jan 2007
Posts: 19,680
Likes: 161
From: Calgary, AB, CANADA
All is not sweetness and light. Found out on my way to Edmonton yesterday that the CD player doesn't work. I'll have to take it back in sometime this week or maybe the next.
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Registered User
Joined: May 2008
Posts: 722
Likes: 0
From: Sudbury,ON
I have the crapped out Clarion head unit. My passenger side bank of speakers are the only ones that work right now when playing a CD. Future Shop has a nice G coupe compatible head unit for $399. I'm going to try and pick it up in the Fall sometime.
More Information
The front panel aux input means connecting your portable music player (cell phone, dvd player, mp3 player, satellite radio tuner or computer) easier than ever.
With CeNET, you can add advanced iPod control (EA1276B) or fully integrate a satellite radio tuner (SIRCL3) for even more music choices. Clarion's 728 colour variable colour illumination means that matching the buttom illumination to the factory dash colour, or your mood, can be done with perfection. Digital Z-Enhancer and Magna Bass EX give you all the audio tuning power you would ever need. A four channel preamp output means you have full control over system expansion with amplifiers and subwoofers. The DFZ675MC is truly ready to be at the heart of any audio system.
* 728-Variable Color Button Illumination
* Front Panel SD Card Slot
* Music Catcher II CD Recorder
* Digital Z-Enhancer
* Magna Bass EX Dynamic Bass Enhancement
* 18FM/6AM Presets
* 200 Watts MOS-FET Amplifier (50 Watts x 4 Channels)
* MP3 and WMA Compatible with ID3-TAG Display
* CD-R/RW Ready
* CeNET Control of: DVD Changer (Easy), TV Tuner, 9-Disc CD Changer, Satellite Receiver and Advanced Ipod Control
* 4-Channel RCA Output
* Front Panel AUX Input
* Active Screen Savers
* Wireless Remote Control
More Information
The front panel aux input means connecting your portable music player (cell phone, dvd player, mp3 player, satellite radio tuner or computer) easier than ever.
With CeNET, you can add advanced iPod control (EA1276B) or fully integrate a satellite radio tuner (SIRCL3) for even more music choices. Clarion's 728 colour variable colour illumination means that matching the buttom illumination to the factory dash colour, or your mood, can be done with perfection. Digital Z-Enhancer and Magna Bass EX give you all the audio tuning power you would ever need. A four channel preamp output means you have full control over system expansion with amplifiers and subwoofers. The DFZ675MC is truly ready to be at the heart of any audio system.
* 728-Variable Color Button Illumination
* Front Panel SD Card Slot
* Music Catcher II CD Recorder
* Digital Z-Enhancer
* Magna Bass EX Dynamic Bass Enhancement
* 18FM/6AM Presets
* 200 Watts MOS-FET Amplifier (50 Watts x 4 Channels)
* MP3 and WMA Compatible with ID3-TAG Display
* CD-R/RW Ready
* CeNET Control of: DVD Changer (Easy), TV Tuner, 9-Disc CD Changer, Satellite Receiver and Advanced Ipod Control
* 4-Channel RCA Output
* Front Panel AUX Input
* Active Screen Savers
* Wireless Remote Control
Joined: Jan 2007
Posts: 19,680
Likes: 161
From: Calgary, AB, CANADA
Nice pioneer unit came on sale at Soundsaround this week - near the bottom right.
http://www.soundsaround.com/advertis...ertisment.html
http://www.soundsaround.com/advertis...ertisment.html
Registered User
Joined: May 2008
Posts: 722
Likes: 0
From: Sudbury,ON
Nice pioneer unit came on sale at Soundsaround this week - near the bottom right.
http://www.soundsaround.com/advertis...ertisment.html
http://www.soundsaround.com/advertis...ertisment.html
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