Our '05 Odyssey failed '10 safety inspection for a broken engine mount. The gas station doing the inspection wanted $590 to repair it, but since the van was Certified Used from Honda Tysons three years ago, I called to see if engine mounts were covered under Certified warranty. (FYI, detailed copies of the Honda Certified warranty are nowhere online.) I expected Honda Tysons to tell me it wasn't covered (even if it was) since I don't have much faith in car dealerships. So I was surprised when the man who answered the phone at the Service Dept asked for my VIN, then said it was still covered. If I came in that afternoon, he said, they could get the work done by 5.
So I went. For a while things went according to my worst fears. I got bounced between service "teams" until the head of my "assigned" team (led by a man named Terry) told me I was supposed to have an appointment, and no way was the work getting done today, let alone with me getting a loaner car, since I hadn't made an appointment. I said I didn't mean to mess things up, but the man on the phone said to come on in. Then Terry made me wait while he talked to two other customers with appointments.
When Terry came back, though, suddenly he gave me the red-carpet treatment. Maybe he felt bad for being abrupt with me, but he not only promised to get the repair done ASAP, completely free (because it was under Certified warranty), but he talked his manager into giving me a loaner car after all (Tysons Honda just rents these from Enterprise across the street). That evening, he called to say the work was done. All told, I paid nothing.
No question, it's frustrating to have a disconnect between the people answering phones in the Service Dept. (who don't mention appointments) and the "Team" leaders (who require them), but otherwise, great service from Terry once he got past the monkey wrench in his day. Thank you, sir!