Harlequin
Member Since: 29 Mar 2007
Location: Hornsea, East Yorkshire
Posts: 231
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| Duckworths - Outstanding Customer Service |
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Disco came back from its 45k service and warranty work, last Friday - delighted with everything that Duckworths had done. However, I was understandably miffed when on Tuesday evening the tailgate decided to jam and refused to open. Nothing to do with Duckworths because it hadn't been a problem when it went in.
Looking on this site for a solution, I tried everything possible to release it but nothing worked - so I knew it had to go back to be sorted.
Normally, this wouldn't have been a time critical issue, but this lunchtime (Friday) we are due to start a two-week holiday on our boat and in the process, I was going to have to load a 3.5m dinghy, and outboard, two full-size mountian bikes, fuel tanks, madam's clothes, food, fishing gear etc etc etc, into the back. No way could this have been done through the rear doors.
So - I rang Duckworths at 8.30 on Wednesday morning and explained my dilemma. Within an hour a driver arrived at my office - 35 miles away from Market Rasen - and the other side of the Humber Bridge (toll £2.70 each way) - left me a loan car and took offending Disco off to be sorted. He was really pleasant, polite and courteous and most apologetic for the inconvenience I was experiencing.
Car comes back the following afternoon - tailgate sorted plus new steering column fitted - since I mentioned that there was still slight knocking from the front suspension despite new bushes having been fitted last week.
Again, apologies from the driver, for the fact that I had been inconvenienced - and hands over my car which had also been cleaned.
All of this was done with absolutely no cost to me - and with the minimum amount of inconvenience.
It has to be said that although Duckworths have serviced all four of my Discos, over the years, I have never bought one from them - and, yet, I am always treated as that 'special' customer. I can think of one or two other dealerships which would benefit from adopting the 'Duckworth' approach to customer service.
Well done, Ben and the team - and in particular George on Customer Service. An absolutely first class response from a first class dealership  I was taught to be cautious.
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 14th Aug 2009 4:48 am |
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John C
Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292
 
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Excellent to hear more great feedback! Agree that Carl and George on the desk do great work!
 2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years
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| 18th Aug 2009 11:53 am |
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