Bill Wright wrote:

Here's a Trip Advisor type post to perhaps balance some of the downside:

http://www.disco3.co.uk/forum/topic42073.h...dbae568661

With apologies to TawnyOwl

Bill Wright

Why apologise Bill ?

Quote:

the moments of truth arise when things go wrong

do i detect a jan carlzon fan? hit the nail on the head if so..

as the man once said, you have a good experience, you tell one person, they tell one person, job done,

you have a bad experience, you tell ten people, they tell ten people, and so on..

we all have good days and bad, sometimes things get said (or taken) out of context, unfortunately in a forum situation we only take it as we read it, not necessarily as it was/could have been said...

my last dealer visit it was expressed to me that this forum was a pain in the ... because we supposedly all know more than the dealers (or think we do) and that we effectively hold a gun to the dealers heads...and all this because of a sticker in the back window, i did not say a word...

i tend to find i get treated a certain way because i tend to favour shorts over a suit, i remember visiting yeovil in the summer and was pretty much ignored,, not the only dealer guilty of it i have to say..

It always reminds me of my first flight to LA business class, boarded the plane, went to turn left, (wearing shorts/ slaps and carrying a surf mag) i was tapped on the shoulder and pointed towards the back of the plane, i assured the attendant that my seat was the other way, he demanded my ticket... seat 1A motherf er

i made a point of saying that just because i wasn't wearing a suit didn't mean i could not afford the 7500 euro's for the ticket...from that day on i've had nothing but exemplary service from luftwhaffa.. any i digress...

paulJ1 wrote:

... question to Johnyboy is what could the DP have done to not have left you feeling hard done by.

Good question. Let me don my DP hat and give my musings....

"Mmm, its a shame we couldnt fix all Mr JB's items. Damn that forum for setting the expectation that the EPB and sunroof mechanism could be warranty, and damn LR for not letting me do it to make him happy. (Note to self - must get the expectations set right when a customer books in their car - especially those that read the bloody forum!)

So that leaves the door seal that I can fix. Bit of a long way though 45 miles away (usually only go 25miles). Hell he must value our work (maybe just the bloody discount ) to have been making the trip himself these last couple of years. Given that the net "cost" to me is a total of 40 extra miles for work that I really should have fixed anyway, I'll go and get it sorted. Even show it the shammy and hoover that we missed!"

I work in a customer facing role myself and am the one sorting out their issues when something goes wrong/my team drops the ball so I appreciate how demanding they can be - and sometimes how unreasonable!! So I do try to be a good customer, give the benefit of the doubt etc. But when a service goes wrong, we do expect that provider to go a little out of their way to put things right. Certainly YLR have a great track record of doing that it seems from some of the posts here. But on this occasion, and maybe currently, that wasn't there. So I feel like I was making an effort to give them my business that wasnt really valued. Hence back to my original point of probably now going to my local dealer/giving TFC a call