I got mad and raised my voice at a business while OC’ing annnnd…

[Gary in Pennsylvania]

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<long post alert!>
Understand – I was OC’ing the entire day.

OK – the first part of this post is more about my awful, negative experience with the business. The second half talks about the OC aspect of it.
But the question I raise at the end is all about OC.


I took off work yesterday (Friday April 25th) to get some routine work done on my Scion Xb (the goofy looking white toaster box/car). I got a flat tire on the way into work on Wednesday and let me tell you….I am the un-handiest of handy people….But I was impressed! I changed my tire, as ratty and dirty as it was, all while wearing a starched white shirt, a tie, and black slacks……all in less than 5 minutes without getting a speck of dirt anywhere on my clothes!!!
I wanted to pound my chest and scratch my nuts!
You other handy guys are prolly thinking “Pfhhht. Big deal! Ya changed a tire!”
Dudes……I know me…..it’s a big deal. Make me feel good and give me an interweb high-five!

Anyways – My Scion X-Box was due for its checkup anyways, so I made an appointment (on flat-tire Wednesday) for service.

The appointment was for 8am sharp Friday morning at the new location of Gibbons Toyota/Scion on Main Ave, Dickson City.
Let me tell you what was scheduled:
- Replace 4 tires
- 4-wheel alignment
- Replace oxygen sensor (it’s just screwed into the exhaust & is easy to get at)
- Change the oil.


A little about me.
My primary function with my employer is to help successfully implement SAP – the Enterprise Resource Planning solution of choice for the Department of the Army. My background, training, and everyday responsibilities have engrained in me the absolute elimination of waste – queue, wait, move, setup, tear down, etc. The MAXIMUM efficient use of time through logical scheduling yadda yadda yadda.
To say the very least – I’m an impatient guy with a side of overbearingness.

Back to the dealer. So – yeah, I know ya need to wait while the catalytic converter cools down before they replace the oxygen sensor.
Here’s how I, thought it would go:
7:55am – arrive. Change tires – 20-25mins.
Perform alignment – 40min tops.
Replace oxygen sensor – 30min
Change oil – 10mins

2hrs MAX and I shoulda been in and out of there.
My appointment was scheduled for 8am. I was the first to arrive.
2hrs max – remember….I’m all about the efficient use of time – I had other things scheduled for the day.
The service rep made NO mention of how long it was gonna take.


I popped into the service area at about 9:30am looking for an update – where along is my car in terms of progress?
The guy tells me “It’s in. They’re working on it. Why – you in a hurry?”
THAT is where my frustration level began to rise. I’m growing inpatient.


At 10:45am, it happened. 2hrs 45min into my visit…..I went to the service area again and the guy revealed to me that the tires haven’t been installed yet, the oxygen sensor still hasn’t been replaced, and naturally, the alignment still hasn’t occurred.
That was it. That’s all I needed to hear. I instantly became a disgruntled, irate customer. I was just a hair shy of yelling. I saw myself into the service manager’s office demanding to know what has happened to my car over the past 2 3/4hrs. I spoke, raised voice, for about 3-5mins. I’ll go more into that in a bit.


I didn’t even think about it at the time…..I was upset…..but by 11:15am, as I mentally rehashed the chain of events, my actions (I was doing the raised arms thing and everything), and THEIR reactions/expressions….I almost got giggly.
We’ve all seen the irate customer thing before. I'm sure Gibbons Toyota has dealt with scores and scores of irate customers – but I think I was the first open carrying yeller though!


By 11:30 – the service manager came out to me, gave me some personal attention – and tried to feed me a line of smokescreen bullshit. Later, when I was leaving, I also found out he was lying to my face regarding the excuse about my car/delay.


While in the waiting room – I had to cancel my 1:20pm doctor’s appointment with my audiologist.


6 and a fucking half hours later, I finally left!!!!!!!!


When it was finally time for me to leave – and they were giving me my bill, I find out that the oxygen sensor wasn’t even replaced. It actually WASN’T in stock and had to be ordered.

It was upon the delivery of that news that someone appeared at my right side (I was seated). Her mannerisms; Her body language; The way she oh-so-carefully sat beside me; The way she slowly folded her hands in front of her.
I knew who she was and what her job is. I didn’t give a shit. I gave her the quickest of a ‘courtesy glance’ to acknowledge her presence. I saw her rehearsed empathetic expression. She introduced herself as Mary Jo Preno Yanusauskas (Seriously! She gave me her card!), the Customer Relations Manager and she was terribly sorry for my experience today.

I didn’t raise my voice too much this time – but lemme tell you – I laid into Gibbons Toyota and the service department all over again.


I made it clear that the Only Only Only Only reason I came to the dealer at 7:55am for my 8am scheduled appointment is because the dealer has the oxygen sensor and they were going to install it clear under warranty. I told them that I could go to Sam’s Club and get 4 new tires, in-and-out in 20 minutes…for less cost. I’d get my oil changed at Wal-Mart for less than $20 in-and-out. 4-wheel alignment??? $60-$70 anywhere….in-and-out. I was at the dealer because THEY had the oxygen sensor – parts and labor covered by warranty.


6 and-a-half fucking hours later and $571 later – I leave with my Scion and no God damn oxygen sensor…..which was the only reason I was there.

6 ½ hours. $571. All I had to show for it was 4 tires, an alignment (and two worn R/F bolts replaced), and an oil change. WTF?!?
I wasn’t told that the oxygen sensor wasn’t installed or even in stock until 2:30pm when I was leaving!
But I was told “No problem. We have it for you.” When I made the appointment on Wednesday.


Anyways – Mary Jo Preno Yanusauskas, the Customer Relations Manager, opened her conversation with her canned apology schpiel and then asked if I was a police officer. I simply stated “No Ma’am.” She said, “Oh. I thought you were a police officer because you had your…ya know…on your hip.” I replied “No Ma’am. That’s my firearm.” I never made eye contact with her at all during the exchange. “Oh. Uh….OK.”
That’s when I let them have it for the second time (I had just been told that the oxygen sensor wasn’t installed or even in stock.)

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OK – Here’s the PAFOA OC relevant question.
Everybody has been visibly pissed before. We’ve all seen other people visibly pissed.
But when I went off at 10:45am – the reaction I think I got from the staff was “OMG! Angry man with a gun waving his arms!”



I totally deep-sixed the whole ‘ambassador’ and ‘positive public perception’ thing.
I WAS PISSED.


I understand that carrying a firearm means the wearer bears a greater personal responsibility than others. More so for those who OC.


I NEVER cursed. I didn’t degrade or belittle anyone. I was quite loud and demanded explanation and accountability for the time my car was in their possession. I demanded to know why what I was experiencing wasn’t communicated to me upon my arrival at 8am. I told them what I expect from a top-notch brand name like Toyota operating in a brand new, high-tech service facility.
I was MAD.


But now, on saturday, it’s after the fact….and quite frankly, I don’t think I’d change the way I handled it. Does OC’ing neuter my ability/right to express how I feel????
I was loud. I had everyone’s attention in the service area (customers, staff, and the media group (only cameras) that was there covering the grand opening.)

I still think I was OK.

Critique me please. What would you do? Do you think I overreacted? Would you have had no problem venting if you were CC’ing, but neuter your emotion because of OC?



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[scjbob]

Wow! It seems to me the only thing atypical about your visit to the dealer was that you were OC'ing. Dealerships are notorious for screwing up people's days. The last two times I made appointments with the Cadillac dealer they didn't even have me on the books when I showed up. Just be happy that they didn't call the local LEO out of abject fear. Chalk it up as a learning experience. Write a letter to the dealership owner and don't do business with them again. (Perhaps you can find another dealership for the warranty work)

[headcase]

I don't think your having a firearm had, or should have, anything to do with it. It was never brought into the situation, and the only time it was mentioned at all, was when the CS chick asked about it. I do think that you may want to lay off the caffeine bro But that is a personal observation based on your reaction to having your schedule messed up and has nothing to do with your carrying a firearm. Your firearm was not the cause of, referred to during the, or a factor in the argument, so it should not be an issue afterward either.

[scjbob]

Originally Posted by headcase

Your firearm was not the cause of, referred to during the, or a factor in the argument, so it should not be an issue afterward either.

I agree. All I was trying to say was that the service manager with the convoluted last name could have made his day worse than it already was.

[HiredGoon]

Gary, if they mistakenly thought you were a cop, you think they would have tried to give you better service.

Also you mentioned a media group with cameras was there. Video cameras or still cameras?
Do you think they got any shots of you (they could turn it into something like "angry man with gun causes disturbance")?

[NineseveN]

I'm not gonna berate you, we're all only human, right? But for the future, imagine how that could have gone so very wrong if they decided to call the cops instead of assuming that you were one. Not good.

In the end, you'd likely be vindicated, but just make sure you're up for that kind of thing beforehand. Ya dig?

In the end, you went home, no one got hurt, no one went to jail. No harm, no foul.

[Gary in Pennsylvania]

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Originally Posted by headcase

and the only time it was mentioned at all, was when the CS chick asked about it.

And I think the only reason she brought it up was to use it as an icebreaker for her apology.....she just wasn't expecting me to say "No" regarding her LEO question

Originally Posted by headcase

I do think that you may want to lay off the caffeine bro But that is a personal observation based on your reaction to having your schedule messed up

A new state-of-the-art facility running new software and trying to stay at the top of the automotive food chain? Yeah - I'm impatient....but damn.....I'd expect a little better scheduling & efficiency from this Toyota dealer.

Originally Posted by headcase

Your firearm was not the cause of, referred to during the, or a factor in the argument, so it should not be an issue afterward either.

Very true.
But, I've said before, terrain dictates. Should I have bit my tongue a little more BECAUSE I was OC'ing? I don't think so (but then ANY impatient/overbearing personality person would say that!)




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[Gary in Pennsylvania]

Originally Posted by HiredGoon

Gary, if they mistakenly thought you were a cop, you think they would have tried to give you better service.

See my reply to headcase above.

Originally Posted by HiredGoon

Also you mentioned a media group with cameras was there. Video cameras or still cameras?
Do you think they got any shots of you (they could turn it into something like "angry man with gun causes disturbance")?

Stills. And they were the ones in the service manager's office when I addressed him.
They were they the moment I got there. The service manager (he was either the service or dealer manager - he was obviously in charge of a lot/many people) was leading them all over the dealership. From the conversations I overheard, I gathered they were photographers there gathering photo's for either a dealership brochure or for a 'feel good' story to pass up through Toyota.

[Gary in Pennsylvania]

Originally Posted by NineseveN

But for the future, imagine how that could have gone so very wrong if they decided to call the cops ......Not good.

For what? I was there for 2 3/4 hrs before hand. No problems. I'm not unlike the other Janes and Joes who get pissed. Right?

[HiredGoon]

Originally Posted by Gary in Pennsylvania

Should I have bit my tongue a little more BECAUSE I was OC'ing? I don't think so (but then ANY impatient/overbearing personality person would say that!)

Just thought of something else...
What if another customer there, unknown to you, had been an off duty cop or sheriff or deputy sheriff? You might have been in for some grief and maybe trying to get your LTCF back if a sheriff felt you were causing trouble.

I know the gun never left its holster and the dealer folks didn't seem to be intimidated by it...but just thinking from a LEO's point of view.

I do think you should have controlled your temper a little better. One of the reasons folks here state as to why they OC is to educate people on how OCers are not bad or out-of-control people. And you, wearing your pistol, shouting and waving your arms does not make a pretty picture. Just my thoughts, as you did ask for opinions