November 17, 2015 To Whom It May Concern: Thanks for the opportunity to express our side of this situation. The customer completed one of our internal company surveys and expressed his concerns, which was received on 11/03/2015. After receipt of this survey, the customer was contacted, by myself,...
and a discussion of the survey, recent repairs and the diagnostics involved in the complaint. We discussed the interaction with our authorized staff and himself, up to and including the point at which the customer made the comment he "just needed the machine fixed". I believe this is when the conversations fell off between our staff and the customer, as it was assumed by our staff to fix the machine and get it back to fall working conditions at any cost. The customer was originally told it would be roughly $1500.00, which was a diagnostic cost, not including parts. However, after the repair process was complete, the customer was shocked with a $3,353.25 invoice. It is believed that our staff did what we needed to do to fix the machine to full repair. After we were contacted by the customer about the cost complaint, we refunded the customer up $1,171.20 for the misunderstanding between our staff and the customer, and we have taken further steps to ensure better communication in the future. With all refunds given and the final invoice being paid by the customer, we were able to come to a conclusion that all were satisfied with. He mentioned he was satisfied enough that he welcomed another survey to show how pleased he was after the resolution. If there are any further questions or concerns, feel free to contact myself for further clarification. Sincer [redacted], Service Manager
November 17, 2015 To Whom It May Concern: Thanks for the opportunity to express our side of this situation. The customer completed one of our internal company surveys and expressed his concerns, which was received on 11/03/2015. After receipt of this survey, the customer was contacted, by myself,...
and a discussion of the survey, recent repairs and the diagnostics involved in the complaint. We discussed the interaction with our authorized staff and himself, up to and including the point at which the customer made the comment he "just needed the machine fixed". I believe this is when the conversations fell off between our staff and the customer, as it was assumed by our staff to fix the machine and get it back to fall working conditions at any cost. The customer was originally told it would be roughly $1500.00, which was a diagnostic cost, not including parts. However, after the repair process was complete, the customer was shocked with a $3,353.25 invoice. It is believed that our staff did what we needed to do to fix the machine to full repair. After we were contacted by the customer about the cost complaint, we refunded the customer up $1,171.20 for the misunderstanding between our staff and the customer, and we have taken further steps to ensure better communication in the future. With all refunds given and the final invoice being paid by the customer, we were able to come to a conclusion that all were satisfied with. He mentioned he was satisfied enough that he welcomed another survey to show how pleased he was after the resolution. If there are any further questions or concerns, feel free to contact myself for further clarification. Sincer [redacted], Service Manager