Tweet
At one time I was working for an auto manufacturers warranty line. The customer's would call and we would work with the customer to see what we could do for them. Sometimes something wouldn't be warranty work and we would negotiate though for the dealership to cover it because the customer deserved a break.
Other times the dealership would volunteer to cover it because the customer was a loyal one of theirs. For people in situations that we really couldn't do anything about as it was not a warranty issue there were somethings that we could push through if we felt they deserved it.
We had a lot of pull with dealers. I was very good at my job. I once was able to get the dealer to admit that the engine trouble the customer was having related to an issue they had back when the customer was under warranty and had been given a letter saying if it resulted in more trouble we would cover it, so at 99,948 (not kidding) miles we gave them a brand new engine. 52 more miles and the agreement no longer would have applied.
There was this couple that had been on vacation and they got into a car accident. Obviously a car accident is not a warranty issue and the insurance company of the other driver paid for the repairs that they chose to have done at a dealership. Fast forward a couple of weeks and they have been told each week, "Your new airbag will be in at the end of the week" only to have it put off each time. They were very upset at this as they feel if they had just been told it would take longer they could go home then come back instead of spending almost a 1000 to stay near their car.
I felt for these people I really did. I decided I was going to see what I could do for them. I earmarked their case paid special attention to it brought my supervisor in on it and together we hammered our goodwill department until they approved me to offer a maintenance package for free.
A package such as this covers every little thing you should do to your car from oil changes to alignments. Everything. To put this in perspective if a customer is upset about an issue that is a warranty issue I can usually get away with giving them a 2 year package. For a WARRANTY ISSUE. For this couple whom we had in no way wronged and for whom in everyway were being let down by the dealer I got a 4 year package that sells for 1500$. I was very impressed with myself and bragged about it to my coworkers believe me.
Their response to this wonderful unheard of deal, "Is that all?" ARRRRRRRGGG
In comparison a man I was also working with whom I had to tell we couldn't help at all was exceedingly grateful for my efforts understood that I got him nothing and gave me the best customer review I have ever freakin had.
This couple feels I short changed.
Some people's kids I swear!
Other times the dealership would volunteer to cover it because the customer was a loyal one of theirs. For people in situations that we really couldn't do anything about as it was not a warranty issue there were somethings that we could push through if we felt they deserved it.
We had a lot of pull with dealers. I was very good at my job. I once was able to get the dealer to admit that the engine trouble the customer was having related to an issue they had back when the customer was under warranty and had been given a letter saying if it resulted in more trouble we would cover it, so at 99,948 (not kidding) miles we gave them a brand new engine. 52 more miles and the agreement no longer would have applied.
There was this couple that had been on vacation and they got into a car accident. Obviously a car accident is not a warranty issue and the insurance company of the other driver paid for the repairs that they chose to have done at a dealership. Fast forward a couple of weeks and they have been told each week, "Your new airbag will be in at the end of the week" only to have it put off each time. They were very upset at this as they feel if they had just been told it would take longer they could go home then come back instead of spending almost a 1000 to stay near their car.
I felt for these people I really did. I decided I was going to see what I could do for them. I earmarked their case paid special attention to it brought my supervisor in on it and together we hammered our goodwill department until they approved me to offer a maintenance package for free.
A package such as this covers every little thing you should do to your car from oil changes to alignments. Everything. To put this in perspective if a customer is upset about an issue that is a warranty issue I can usually get away with giving them a 2 year package. For a WARRANTY ISSUE. For this couple whom we had in no way wronged and for whom in everyway were being let down by the dealer I got a 4 year package that sells for 1500$. I was very impressed with myself and bragged about it to my coworkers believe me.
Their response to this wonderful unheard of deal, "Is that all?" ARRRRRRRGGG
In comparison a man I was also working with whom I had to tell we couldn't help at all was exceedingly grateful for my efforts understood that I got him nothing and gave me the best customer review I have ever freakin had.
This couple feels I short changed.
Some people's kids I swear!