April 19, 2016 Dear Ms. M[redacted]: I am sorry Brian O'[redacted], Our President and Owner, was not available to respond personally to you and our customer. He now has six locations and spends a great deal of time between stores. I am the Customer Relations Manager and received your fax on...
Thursday and as always I researched the information and spoke with our parts Manager and our sales person who communicated with our customer. There was some confusion and both parties worked at correcting the problem. A brief description from my research follows: > Our customer lives in Europe and placed his original order online. When he received his first order, the convex mirror had a different language than the customer wanted. > He returned that mirror for one with a different language. We ordered the mirror he wanted based on his VIN number. This mirror was smaller than his other mirror. There apparently is a different size between U.S. & Europe. > He requested a refund but he returned the mirror in a generic box and bubble wrap. Our salesman told our customer that Ford does not accept returns that are not in the original box (this was stated on the Internet). We are sorry to cause this inconvenience to our customer. We carefully read and research any complaint from a customer and work toward a fair solution. In this case, we have decided to agree to this customer's desired offer of $90.00. We will mail this directly to him. Brian O'[redacted] President Bob L[redacted] Customer Relations Manager
April 19, 2016 Dear Ms. M[redacted]: I am sorry Brian O'[redacted], Our President and Owner, was not available to respond personally to you and our customer. He now has six locations and spends a great deal of time between stores. I am the Customer Relations Manager and received your fax on...
Thursday and as always I researched the information and spoke with our parts Manager and our sales person who communicated with our customer. There was some confusion and both parties worked at correcting the problem. A brief description from my research follows: > Our customer lives in Europe and placed his original order online. When he received his first order, the convex mirror had a different language than the customer wanted. > He returned that mirror for one with a different language. We ordered the mirror he wanted based on his VIN number. This mirror was smaller than his other mirror. There apparently is a different size between U.S. & Europe. > He requested a refund but he returned the mirror in a generic box and bubble wrap. Our salesman told our customer that Ford does not accept returns that are not in the original box (this was stated on the Internet). We are sorry to cause this inconvenience to our customer. We carefully read and research any complaint from a customer and work toward a fair solution. In this case, we have decided to agree to this customer's desired offer of $90.00. We will mail this directly to him. Brian O'[redacted] President Bob L[redacted] Customer Relations Manager