Question

Address

May 11, 2011

Mr. XXXXXX, General Manager

Name of dealership

Address

Boone, NC 28607

Dear Mr. XXXXXX:

I am a very disappointed customer. I’ve done some research on car repairs “gone bad” through the North Carolina Department of Justice and, based on NC’s Motor Vehicle Repair Act, your service department is in violation of two criteria concerning my third car repair—please see the highlighted criteria on the attached document.

As you know, my car was towed to your service department three times in two weeks. Before I had it towed the third time, I called you on 4/18/11 to reiterate the problems that were supposedly fixed with the first two tows/repairs: replacing the upper intake manifold @ $664.74 and putting in a rebuilt starter @ $428.02. And the third problem—a screeching sound every time I started my car, which service said I would only hear occasionally (how exactly was this fixing the problem?) and the red engine light on signaling overheating—seemed to stem from those very repairs! My friends encouraged me to tow it somewhere else, but I decided to give you another chance based on our conversation.

The Service Dept. charged me over $660 on the third repair, one that I never authorized. In fact, I was led to believe I would not be charged for the third repair, based on these two exchanges:

1. when I called you personally before getting my car towed for the third time and told you the saga, you said you’d “take care of it.”
2. when I waited for a phone call on the estimate, it never came. I finally called 48 hours after the tow and was told they were waiting on a part—and that was the only update. Because I’ve been a loyal customer for five years, I know you never order a part unless you’re going through with a repair. And it’s always been your policy to notify me of the estimate before any parts are ordered or work is done.

I spoke to Susan Davis, the NC Dept. of Justice car repair expert, who said that if you don’t follow the law, you’re not entitled to a payment. She also said it was safe to assume you were picking up the cost of the third repair based on your actions, which is why I was insulted when the Service Manager tried to “negotiate” a settlement when it was your error. My car is still acting up and I have no confidence in your ability to fix it, so I will seek help elsewhere.

XXXXXXX,

Name of sender

Imagine you are the manager of the car dealership where I sent my "tone" letter. How might you respond to it? Would you write a letter, call, write a letter and call, or ignore the letter? Why? (200 words or more)

Answer 1

Answer

✓ as a manager of the car dealership I would first make a call to the customer, who is facing lot of issue in getting his car repaired as stated by the company and apologize to him with the difficulty he is facing. I will try to convince him that his complaint will be provided with a quick redressal and try to make him agree to the service. I will also ensure him that the car will be examined and it will be made as promised with no charges.

When he agrees and his car is towed for service, I will write a letter for ensuring the same and letting him keep it as an evidence or a promise.

Staff members will be reviewed for the bad service, and a strict monitoring will be undertaken to see how the workers do their job to fix the problems with the car.

Ones the customer's car is fixed with all the troubles and sounds it was creating, I will make the employee to double check it and make necessary repairs if required.

Once it is done, a call will be made to the customer, regrading the repair and also a letter will be sent for him which addresses the issue, it's redressal, and an apology. This letter will be aimed to retain the customer and to gain his trust for the sake of goodwill of the dealership. Moreover, customers satisfaction and their trust keeps the business strong.

Being a manager, I cannot and should never ignore any customer complaint, or dissatisfactory letters, because, that would cause serious damage to the reputation of the brand and decrease loyalty.