Sruli Karsh
Northbrook,#2Author of original report
Wed, August 15, 2012
I'm happy to report that the Carmax Analyst (Customer Service Representative) was extremely helpful in resolving this matter. He spoke with the store manager, who called me and advised me that he would like for me to bring the car in for a full inspection. The store manager said he'd have his top GM technician fully inspect the car and advise on what the issues were and how to resolve them in the most cost effective way.
I honestly feel bad that I had to write the report above now that the matter is resolved, but it could be that this report is the reason the issue is resolved. Kudos to Carmax for resolving the matter in a very satisfactory manner.
Oh and by the way, the completely incompetent Service Manager was on vacation during the whole time the situation was being resolved. I'm so glad he was, because had he been there there's almost no doubt he'd somehow ruined the resolution with his complete lack of customer service knowledge.
Sruli
Northbrook,#3Author of original report
Fri, July 27, 2012
Carmax also advises that they inspect their cars before they sell them, and that every car they sell has to pass a rigorous all encompassing inspection. That's why consumers trust them, and don't view them as "another used car store." Clearly my car did not go through that inspection. The reason I purchased my car from Carmax is because I assumed they'd be honest and stand by their inspection and products.
I did not expect to purchase a $12,500 car and experience issues just slightly out of their 30 day policy. Let's all be practical for a moment, driving a car back and forth to work would not cause damage to point that the right front axel would need to be replaced, or any of the other serious issues that occur and keep occurring with my car. My car most definitely did not have a sticker on it that read "as is." I can assure you I would not spend that kind of money for a car that's as is.
I used to work as a customer service agent for the number one reseller on resellerratings.com. I use to throw the 30 day return policy guidelines at customers, but when it was clear to me that a situation needed to be handled by going outside of the standard policy peramiters a little, I would do it. I was taught that if a company is spending millions of dollars on TV, radio, print, and social media advertising, it would be a waiste to throw a customer away over a few hundred dollars.
Also, I was a returning customer. I had purchased the same car for the same price a few years earlier without any issues. I have some credibility here. I was loyal to Carmax, they should be loyal to me.
Chuck
Midlothian,#4Consumer Comment
Fri, July 27, 2012
When you buy a car from them, they give you a 5 day return guarantee. After that they give you a 30 day warranty that covers most everything. After that, if you did not buy the extended warranty, then you are on your own. They are very clear about this.
If Carmax fixed issues on your vehicle after the 30 days at no cost to you, you should feel fortunate.
IamGood
Fort Worth,#5General Comment
Fri, July 27, 2012
Most times it is a as-is warranty. Otherwise you need to purchase the Extended Warrenty.
You dont mention the year of the car, but if it was within the 3 year period (2010-2012), then the Manufacturer would have covered the repair.
If it was older than 2010 though, you are responsible for the repairs. Most Used Cars are sold AS IS. There is usually a big sticker on the window that states that.