We called and spoke with Mr. [redacted] on May 10th. After a lengthy conversation, it was determined although we did do the repairs under warranty the customer brought the unit to another facility to have the other 3 tires worked on. At that time, the other facility said we had done repairs...
incorrectly and they charged him for a $10.00 seal. We are confident that the repairs were done correctly here. If the customer felt the repairs were not done correctly we would have liked the opportunity to inspect and remedy the situation. After speaking with the customer it was determined that the root of his frustration was not the repair that was done, but how he was spoken to by an employee. We take any customer complaints very seriously and are handling that internally. As a good will gesture for Mr. [redacted]'s frustrations we are sending him a $50 gift card to our parts and accessories store. We believe this situation is resolved at this time.
Initial Business Response /* (1000, 5, 2015/08/15) */
We have been in contact with this customer and have apologized about the length of time it has taken to get this issue resolved. We started a new process this year, setting up 60 day check-up appointments. This process is intended to be a...
service to our customers so they can get any warranty issues addressed at a set time - approximately 60 days. Unfortunately, the process has not worked out yet as smoothly as we planned with our customers who have their units permanently parked like this unit. Since we sell a very large volume of permanently parked units, it is taking more coordination than we had originally planned. We are working on improving this process and feel we have a better grasp on it now. We've also found that there was some lack of follow-through with certain employees in our service department. We have recently made staffing changes and feel this issue will be resolved now. In addition to that, the factory ordering process has taken much longer than we would have liked. At this point, the couch is on order from the manufacturer and they have told us it should be here by the end of next week. We are keeping very close tabs on the order. The service call to replace the couch and the refrigerator will be scheduled to be completed the week of August 24th. Again, we had many things that resulted in not getting this issue fixed in a timely fashion. That being said, we completely understand the customer's frustration with this situation and we have a plan to get it resolved very soon.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is mostly accurate but we had contacted them numerous times and was told it was in order. Then blamed the manufacture. Once the work is completed I will be satisfied but do t want this closed until it is completed I am
Lacking faith
Final Business Response /* (1000, 15, 2015/09/02) */
I have 2 employees at the customer's site as we speak fixing her issues. I believe my first response wasn't to her satisfaction, but everything should be finished today.
[redacted]copied and pasted from email.
Final Consumer Response /* (2000, 17, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been able to try out everything yet but it looks good. Jenny from Coates stepped up to the plate where the ball had previously been dropped.
We called and spoke with Mr. [redacted] on May 10th. After a lengthy conversation, it was determined although we did do the repairs under warranty the customer brought the unit to another facility to have the other 3 tires worked on. At that time, the other facility said we had done repairs...
incorrectly and they charged him for a $10.00 seal. We are confident that the repairs were done correctly here. If the customer felt the repairs were not done correctly we would have liked the opportunity to inspect and remedy the situation. After speaking with the customer it was determined that the root of his frustration was not the repair that was done, but how he was spoken to by an employee. We take any customer complaints very seriously and are handling that internally. As a good will gesture for Mr. [redacted]'s frustrations we are sending him a $50 gift card to our parts and accessories store. We believe this situation is resolved at this time.
Initial Business Response /* (1000, 5, 2015/08/15) */
We have been in contact with this customer and have apologized about the length of time it has taken to get this issue resolved. We started a new process this year, setting up 60 day check-up appointments. This process is intended to be a...
service to our customers so they can get any warranty issues addressed at a set time - approximately 60 days. Unfortunately, the process has not worked out yet as smoothly as we planned with our customers who have their units permanently parked like this unit. Since we sell a very large volume of permanently parked units, it is taking more coordination than we had originally planned. We are working on improving this process and feel we have a better grasp on it now. We've also found that there was some lack of follow-through with certain employees in our service department. We have recently made staffing changes and feel this issue will be resolved now. In addition to that, the factory ordering process has taken much longer than we would have liked. At this point, the couch is on order from the manufacturer and they have told us it should be here by the end of next week. We are keeping very close tabs on the order. The service call to replace the couch and the refrigerator will be scheduled to be completed the week of August 24th. Again, we had many things that resulted in not getting this issue fixed in a timely fashion. That being said, we completely understand the customer's frustration with this situation and we have a plan to get it resolved very soon.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is mostly accurate but we had contacted them numerous times and was told it was in order. Then blamed the manufacture. Once the work is completed I will be satisfied but do t want this closed until it is completed I am
Lacking faith
Final Business Response /* (1000, 15, 2015/09/02) */
I have 2 employees at the customer's site as we speak fixing her issues. I believe my first response wasn't to her satisfaction, but everything should be finished today.
[redacted]copied and pasted from email.
Final Consumer Response /* (2000, 17, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have not been able to try out everything yet but it looks good. Jenny from Coates stepped up to the plate where the ball had previously been dropped.