The customer’s complaint has been resolved and he will be receiving his settlement as requestedWe understand his frustration with the process and apologize for the inconvenienceOn the other hand, his assertion that our Service Manager’s actions “took advantage of his son” and were “fraudulent” and that our business practices are “sleazy” is completely off point and illogicalWe take strong exception to his characterizationsWhile we will evaluate the situation and try to ensure that our people deliver a consistent message when communicating a problem and concern, it is in our and our customer’s best interest to have something covered through the factory warranty programThat said, we are required to follow strict guidelines regarding items covered under warranty or risk future chargeback by the manufacturerOur refusal to cover a valid warranty concern has no benefit to us either from a financial standpoint or a relationship standpoint with the customer
The customer’s complaint has been resolved and he will be receiving his settlement as requestedWe understand his frustration with the process and apologize for the inconvenienceOn the other hand, his assertion that our Service Manager’s actions “took advantage of his son” and were “fraudulent” and that our business practices are “sleazy” is completely off point and illogicalWe take strong exception to his characterizationsWhile we will evaluate the situation and try to ensure that our people deliver a consistent message when communicating a problem and concern, it is in our and our customer’s best interest to have something covered through the factory warranty programThat said, we are required to follow strict guidelines regarding items covered under warranty or risk future chargeback by the manufacturerOur refusal to cover a valid warranty concern has no benefit to us either from a financial standpoint or a relationship standpoint with the customer
Upon receipt of the complaint, our GM contacted the customer and resolved the matter