|I have no car. Again.
||[Sep. 8th, 2006|01:58 pm]
I had my meeting at Wyatt Concorde, twenty minutes late, with Gavin (service manager) and one of the mechanics.
Having replaced the Body Systems Integration unit (the main computer, £365) they now want to replace the Injection ECU (Engine Control Unit, another computer, £590). They claim to be confident that this will sort it out -- just as confident as their claim that the BSI unit would sort it out four weeks ago.
They gave me a detailed narrative of the events so far. And then I recited for them all the bits of narrative that they'd omitted, and they accepted that these other things had happened too. I talked to them about failures in communication, and failures in managing to get certain parts ordered.
Mid-way through this meeting, Gavin was called away briefly, and returned. He'd been shown the loan car, with its posters, so he asked me about them. I asked him whether he disputed any of the facts I'd put in the poster, and he conceded that the poster was absolutely correct in every respect. The meeting continued.
After the meeting he instructed me that because of the posters he'd have to take the loan car back at that point. I explained that I was sure he'd appreciate that I didn't want to drive around in a vehicle that implied that I endorsed Wyatt Concord in any way and felt that the posters were a reasonable approach to take in the circumstances. He didn't seem to think that the posters were acceptable.
On two separate occasions thus far in the meeting, I'd said that the worst aspect of the customer experience had been their constant, consistent inability to keep me informed about what was going on. As we were walking out to the loan car together, we had some further conversation, about the level of customer service they were offering and more specifically about their communications failures. He explained that he'd found it quite inconvenient to have my car tying up workshop space for so long. I mentioned their inability to communicate once again. He explained once more about the difficulties which had arisen when Citroën had changed their part numbers, and that it had proved necessary for me to come in and stand over them while they ordered the part. I mentioned their inability to communicate once again.
And finally he admitted that there were issues with communication. He said that they were going through a process to improve their customer communication. I went through the words on the poster with him, making particular reference to their failures in this area, and he undertook to take my poster and include it in this process of theirs. I reminded him once more that the failure in communication was a much bigger issue than their failure to actually get the car working again.
And then he apologised -- the first apology I've had from them. And he was apologising for the amount of time it was taking to sort the car out, not for their poor communication. I remain quite convinced that he still Simply Hasn't Got It.
They're ordering the part today. The car should be ready on Tuesday. I have been promised heavy discounting.
Gavin said "So ... we'll see you on Tuesday morning, then."
I replied "If my next contact with yourselves is when I arrive here on Tuesday morning, you will have failed. I shall expect a phone call."