And it goes on... Wilson and Co Saab pulls another stunt
26/02/07 09:57 Filed in: Personal
Just to give you the latest, and to save time for both of us. Saab Wilson & Co in Bolton have done the following;
After three days of calling (and never getting a call back) I've found the following.
1. Gap insurance and Warranty details do exist, should have been sent.. but in the six months since purchasing the car they have not been.
2. The car was NOT been serviced before delivery. Despite this being part of the sales package, causing a delay (while it was being done) and being something that both sales staff highlighted as a benefit.
At present Simon Burrows, the Sales Manager, is trying to find out from Stratstone Saab in Birmingham why the car wasn't serviced and I'm having to wait until the outcome of this before I can get the package I paid for.
All of which is pretty poor. I mean the fact that Stratstone said to Wilson & Co they serviced the car and didn't isn't anything to do with me. Wilson & Co sold me a car WITH a service and it's their responsibility to sort it out. Why I'm stuck in the middle of a dealer bitch slapping exercise is beyond me. What's a service to Saab anyway? I mean they pay their service staff £15-20k a year and parts at cost would be £20. So what's the REAL cost of keeping a customer over continuing to mess me about.
It's always an eye opener to me how some businesses deal with failure and others don't. For me (and I guess Ascolti) we looked at issues as being opportunities to prove our worth. So its always worth the extra mile (or several hours extra work) to resolve a customers problems because when they think about it in the future it won't be the problem they remember; it will be how much effort was put in to resolve it.
As for Wilson & Co, that's in Bolton, you'll understand that I'm not impressed. In a world where competition is high and service sells they really have a lot of running to make up. What makes this all the worse is that Saab has something of a premium brand image in the UK. I got considerably better service from 'Bargain bucket' FIAT. Who would often go out of their way to help me.
Why can I hear the chorus of "Who's sorry now" wringing in my ears.
After three days of calling (and never getting a call back) I've found the following.
1. Gap insurance and Warranty details do exist, should have been sent.. but in the six months since purchasing the car they have not been.
2. The car was NOT been serviced before delivery. Despite this being part of the sales package, causing a delay (while it was being done) and being something that both sales staff highlighted as a benefit.
At present Simon Burrows, the Sales Manager, is trying to find out from Stratstone Saab in Birmingham why the car wasn't serviced and I'm having to wait until the outcome of this before I can get the package I paid for.
All of which is pretty poor. I mean the fact that Stratstone said to Wilson & Co they serviced the car and didn't isn't anything to do with me. Wilson & Co sold me a car WITH a service and it's their responsibility to sort it out. Why I'm stuck in the middle of a dealer bitch slapping exercise is beyond me. What's a service to Saab anyway? I mean they pay their service staff £15-20k a year and parts at cost would be £20. So what's the REAL cost of keeping a customer over continuing to mess me about.
It's always an eye opener to me how some businesses deal with failure and others don't. For me (and I guess Ascolti) we looked at issues as being opportunities to prove our worth. So its always worth the extra mile (or several hours extra work) to resolve a customers problems because when they think about it in the future it won't be the problem they remember; it will be how much effort was put in to resolve it.
As for Wilson & Co, that's in Bolton, you'll understand that I'm not impressed. In a world where competition is high and service sells they really have a lot of running to make up. What makes this all the worse is that Saab has something of a premium brand image in the UK. I got considerably better service from 'Bargain bucket' FIAT. Who would often go out of their way to help me.
Why can I hear the chorus of "Who's sorry now" wringing in my ears.