Kevin Schultz is the best Service Manager on the face of the planet & I'll tell you why.Bear with me.I'm a self-employed ASE Certified Technician & was field troubleshooting a 2000 Mits Montero Sport in NW Arkansas that my client had purchased for his daughter, who was with-child. Before giving her the car he replaced the weak battery that came with it & thus inadvertently triggered the anti-theft/immobilizer. That was 2 years ago & the vehicle has not started since. His grandson is 1.5 years old now.The original Immobilizer Override Code card (see attached photo), provided to the original owner when this vehicle was purchased new, was lost to history long ago. The code can however be retrieved from any Mitsubishi dealership by presenting them with the serial number off of the Immobilizer ECU. This code is entered via the brake pedal & allows you 2 chances to start your vehicle.By the time I'd called Joe Machens Mitsubishi & talked to Kevin, I had already called & spoken with several other dealership service managers & each one told me that they had never heard of an Immobilizer Override Code. Even their senior factory trained technicians affirmed that there was no such thing. Each one told me that the vehicle had to be towed in to the nearest dealer (at great expense to the owner) for repair & reprogramming. Kevin Schultz, & one of his technicians, were no different. They too believed that there existed no such thing. But the difference between Kevin & the gauntlet of other service managers that I had gone through is simply this; an open minded positive attitude.In spite of his belief that there was no Override Code & that the vehicle would have to be towed in to resolve the problem, he nevertheless considered my assurance that there is indeed an override code that can be retrieved from the Mitsubishi database system when provided with the Immo's serial number. Unlike all the other service managers I spoke with, who took their technician's word as gospel & interrupted my attempts to convince otherwise with increasing self-righteous belligerence & anger; Kevin actually listen with kind patience & actually considered the possibility that even a factory trained expert can be mistaken. Within 3 minutes all the others were already dismissing me as an idiot & brow-beating the conversation to an early end. Kevin spent a whopping 12 minutes of his time actually trying to help me I could hear him typing on his computer to see if there was an override code, all the while explaining to me in an apologetic manner that he was pretty sure that the vehicle would have to be towed in, when suddenly he went silent. I could then hear him telling the technician still next to him that in fact there was an override code after all. He then asked me for the immobilizer's serial number & 10 seconds later I was writing down the 4 digit code he provided. Through his considerate help I was able to successfully repair my clients 19 year old SUV, saving his family hundreds of dollars for towing & the elite expense of dealership repair. Kevin has a positive upbeat attitude that is probably contagious to those around him. He lacks the the arrogance common to those placed in a position of control, which is essential to true leadership. His willingness to donate the extra mile for a person remote from his clients base tells how fortunate his clients & staff are to have him. The upper management who hired him should be commended for their intelligence. Kevin's last words to me was, "Don't hesitate to call me back if you need anything further assistance."The bureaucratic attitude of all the previous service managers had filled me with hopeless resignation & I dreaded the thought of making another attempt. I was on the verge of giving up but decided to give it one more try. The next in the list was Joe Machens in Columbia, MO; & the manager there is named Kevin Schultz; & I hope this review gets him a raise.
Service ward great. Shuttle that took us anywhere we needed to go while the car wad in the shop. 10 of 10
Josh Elder is the best to work with at Nissan for sales and service.
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