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A lady calls in because she’s dissatisfied with some recall work that was done on her car and wants us to “take care of it”. In a nutshell, the little loop of fabric that held the seatbelt in place was too low and could possibly cause the seatbelt to inflict pelvic injury in the event of an accident. The loop wasn’t necessary for the seatbelt, it was just to hold it in place so it looked nice. It was up to each dealership on how they fixed this loop. Some sewed it shut, others cut it off.
The dealership she took it to took a pair of scissors and cut the loop off. So what’s the problem? At first, she seemed to be saying that they had cut too deep and the stuffing was coming out of the seat but eventually I determined that it was just the loops that had been cut off and there were some threads hanging from it. OK, I can sorta understand this upset; they fixed a problem but left it looking messy. We advised her to take it back to the dealer and let them know that she was unhappy and give them a chance to fix the problem (i.e. clean up the loose ends).
The lady was dissatisfied with this resolution and wanted us to “take care of it.” Soooo, we advised her that she could possibly take it to another dealer if she was dissatisfied with the current one but that the next dealer would probably charge since they weren’t responsible for the problem. The lady was still dissatisfied and wanted us to “take care of it” because she’s upset that the loop was just cut off. At this point I’m stymied.
The loop is off—what else can be done? Does she expect us to put a new loop back on so we can sew it shut as she wants? (I did offer her a couple of "for your trouble" compensation but she turned them down because she wants us to "Take care of" this issue.)
I’ve now been on the phone with her for 30 minutes going ‘round and ‘round in this argument. Personally, I’m thinking “Lady, I will come to your house with a needle and thread to fix this if you’ll just GET OFF MY PHONE!”
She then starts on a new tack. She wants to know if there are repair reports of this recall so she can go online and see how every customer who has had this repair done had their repair done, i.e. sewed shut vs. cut off. Now I’m pissed 1) Even if we had such a report it would take months to go through 2) Even if we had such a report what business is it of hers what kind of repair another individual had done to his/her car and 3) Even if we had such report what makes her think we would post it online?
I tell her politely that no, no such report exists. She then asks if we have a guide for the dealers to do this repair and can she have a copy? I reply that during the call I have pulled up the dealer documentation and there are no specifics as to how they do it; it is left up to their discretion how they choose to do the repair and that no, it is proprietary information and she cannot have a copy.
I’ve now been on the phone for 45 minutes and I’ve had enough. I re-state that her choices are to go to the dealer and see if they’ll fix it but remind her that they are under no obligation to do anything as technically they have fixed the recall issue, OR she can go to another dealer and be charged for any further repair work. I tell her again that there are no reports on how other repairs were done and again refuse her a copy of the dealer guideline. She finally hangs up after expressing her disappointment that we won’t “take care of” her problem.
Points in her favor: She was never rude, just annoying
Points against her: She wasted 45 minutes of my life over a 3” strip of fabric.
The dealership she took it to took a pair of scissors and cut the loop off. So what’s the problem? At first, she seemed to be saying that they had cut too deep and the stuffing was coming out of the seat but eventually I determined that it was just the loops that had been cut off and there were some threads hanging from it. OK, I can sorta understand this upset; they fixed a problem but left it looking messy. We advised her to take it back to the dealer and let them know that she was unhappy and give them a chance to fix the problem (i.e. clean up the loose ends).
The lady was dissatisfied with this resolution and wanted us to “take care of it.” Soooo, we advised her that she could possibly take it to another dealer if she was dissatisfied with the current one but that the next dealer would probably charge since they weren’t responsible for the problem. The lady was still dissatisfied and wanted us to “take care of it” because she’s upset that the loop was just cut off. At this point I’m stymied.
The loop is off—what else can be done? Does she expect us to put a new loop back on so we can sew it shut as she wants? (I did offer her a couple of "for your trouble" compensation but she turned them down because she wants us to "Take care of" this issue.)I’ve now been on the phone with her for 30 minutes going ‘round and ‘round in this argument. Personally, I’m thinking “Lady, I will come to your house with a needle and thread to fix this if you’ll just GET OFF MY PHONE!”
She then starts on a new tack. She wants to know if there are repair reports of this recall so she can go online and see how every customer who has had this repair done had their repair done, i.e. sewed shut vs. cut off. Now I’m pissed 1) Even if we had such a report it would take months to go through 2) Even if we had such a report what business is it of hers what kind of repair another individual had done to his/her car and 3) Even if we had such report what makes her think we would post it online?
I tell her politely that no, no such report exists. She then asks if we have a guide for the dealers to do this repair and can she have a copy? I reply that during the call I have pulled up the dealer documentation and there are no specifics as to how they do it; it is left up to their discretion how they choose to do the repair and that no, it is proprietary information and she cannot have a copy.
I’ve now been on the phone for 45 minutes and I’ve had enough. I re-state that her choices are to go to the dealer and see if they’ll fix it but remind her that they are under no obligation to do anything as technically they have fixed the recall issue, OR she can go to another dealer and be charged for any further repair work. I tell her again that there are no reports on how other repairs were done and again refuse her a copy of the dealer guideline. She finally hangs up after expressing her disappointment that we won’t “take care of” her problem.
Points in her favor: She was never rude, just annoying
Points against her: She wasted 45 minutes of my life over a 3” strip of fabric.
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