Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
This is the first-time hearing from Mr [redacted] since our Service Manager, Chris, went to Roseburg to help him with his engine trim issueWe were unaware of how upset he truly was until I received this message yesterdayI would absolutely no trouble working with him on his previously paid services, as well as paying for the service at [redacted] In fact, Chris had already left a voicemail with [redacted] at [redacted] letting him know that Mr [redacted] may be contacting him, described the issue that he was facing, and let him know to be really good to ***, because he has been through a lot and is a really nice guyI called and left a voicemail at the number that on the complaint yesterday afternoon, probably around 4pmI am hoping I get a call from him today so I can speak with him about a fair amount to refund him for his troublesAs for the service itself, I will absolutely agree, it was a messPer the diagnosis, the technician thought the initial seal would solve the problem with the leaking tilt system, but clearly it did not So, we had to move to plan B which was the replacement of the tilt mechanismWe did not charge [redacted] any labor for the trim system replacement due to the misdiagnosisAs for the wiring on the mechanism, when Chris went to the customer home to try and fix the problem, he did not see any issues with the wiring that would have caused the trim relay to go out, but without a diagnosis from [redacted] , I will not know for sureIt very well could beAs for the scratch, it was another mistake by our team, which I would love to have repaired for him while his boat it at [redacted] , or wherever he can have the work doneAs for the technician, yes he is relatively greenOver the past two years I have had two 20+ technicians retireUnfortunately, recruitment for marine technicians, especially to our area, is very difficultThis technician has a degree from MMI, and has been trained and certified to complete the workWe are adapting him to work in an actual shop outside of school, and we feel he is coming along nicelyI am going to try and contact Mr [redacted] again today, to try and work out a refund amount for his troublesIn addition to this I have absolutely no problem paying for the repairs to be completed at [redacted] Once I speak with ***, I will call [redacted] and approve the work and paymentI am not sure if he has already scheduled this serviceWe feel horrible about this whole situation and want to make it right for the customerI wish he has contacted me first so we could have resolved this even more quicklyI will keep you posted on our conversation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
This is the first-time hearing from Mr [redacted] since our Service Manager, Chris, went to Roseburg to help him with his engine trim issueWe were unaware of how upset he truly was until I received this message yesterdayI would absolutely no trouble working with him on his previously paid services, as well as paying for the service at [redacted] In fact, Chris had already left a voicemail with [redacted] at [redacted] letting him know that Mr [redacted] may be contacting him, described the issue that he was facing, and let him know to be really good to ***, because he has been through a lot and is a really nice guyI called and left a voicemail at the number that on the complaint yesterday afternoon, probably around 4pmI am hoping I get a call from him today so I can speak with him about a fair amount to refund him for his troublesAs for the service itself, I will absolutely agree, it was a messPer the diagnosis, the technician thought the initial seal would solve the problem with the leaking tilt system, but clearly it did not So, we had to move to plan B which was the replacement of the tilt mechanismWe did not charge [redacted] any labor for the trim system replacement due to the misdiagnosisAs for the wiring on the mechanism, when Chris went to the customer home to try and fix the problem, he did not see any issues with the wiring that would have caused the trim relay to go out, but without a diagnosis from [redacted] , I will not know for sureIt very well could beAs for the scratch, it was another mistake by our team, which I would love to have repaired for him while his boat it at [redacted] , or wherever he can have the work doneAs for the technician, yes he is relatively greenOver the past two years I have had two 20+ technicians retireUnfortunately, recruitment for marine technicians, especially to our area, is very difficultThis technician has a degree from MMI, and has been trained and certified to complete the workWe are adapting him to work in an actual shop outside of school, and we feel he is coming along nicelyI am going to try and contact Mr [redacted] again today, to try and work out a refund amount for his troublesIn addition to this I have absolutely no problem paying for the repairs to be completed at [redacted] Once I speak with ***, I will call [redacted] and approve the work and paymentI am not sure if he has already scheduled this serviceWe feel horrible about this whole situation and want to make it right for the customerI wish he has contacted me first so we could have resolved this even more quicklyI will keep you posted on our conversation