Bentley Motors Inc

Dear Ms. [redacted]:We are writing to acknowledge your correspondence dated November 1, 2016 whereby you forwarded complaint 761772 filed by [redacted] of Coconut Creek, Florida. Bentley Motors, Inc. (BMI) appreciates the opportunity to respond.BMI agrees with Mr. [redacted] that waiting nine weeks for...

a part to arrive is too long and we deeply regret he had this experience. We strive hard to minimize any delays, and BMI's staff followed proper procedure to expedite the shipping process to the maximum extent possible. We are also happy his vehicle has been repaired and returned to him without any delay after the correct part arrived. BMI is an exclusive, limited production luxury brand that builds vehicles that have both the pinnacle of luxury and performance.Parts for our hand-built vehicles can take some time to become available if not in stock. While BMI strives to stock our US-based warehouse with the parts we commonly sell as well as those we forecast we need, we cannot always stock all parts for all of our vehicles at all times. And, for body panel parts, we seek to keep our inventory light so that we have the flexibility to stock the newest, superseded parts. When a part is not in stock in the US, BMI pulls from the warehouse in England or commissions a new part to be manufactured.BMI's US warehouse did not have the bumper in stock when it was ordered. Typically the US warehouse has this bumper as well as other US-only parts in stock. But, unfortunately, the part was on a global backorder at the time of Mr. [redacted]'s order. The original part that arrived for Mr. [redacted]'s vehicle shipped directly from England, but was not the correct bumper. It took roughly two additional weeks for the correct bumper to arrive to the body shop, but the correct bumper was expedited as Mr. [redacted] requested.in closing, BMI regrets Mr. [redacted] experienced a delay in receiving a bumper for his vehicle. The delay is not what we expect from the Bentley brand, but BMI did everything possible to remedy this unfortunate situation and to expedite shipping of the correct part. We attempted to contacted Mr. [redacted] to express our regret for frustration he has experienced, and to see whether there is a gesture of goodwill that Bentley Motors can make to show him that we care about his experience and patronage of our automobiles