Bouchard & Sons Garage

Initial Business Response /* (1000, 6, 2015/08/28) */
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First of all, the customer is always rightThese comments are made without prejudice as our point of viewAt the
end of the day the customer's satisfaction is our main concern
Within the last quarter, the customer has been expecting a replacement machine, but we were not aware that someone had promised her thatThere are procedures to follow for such cases and although we have documentation to support the customer's frustration with the product( service calls) there is nothing in the system that suggests that a replacement machine was offered or agreed uponThere is certainly no paper flow to support thisIf a former rep communicated this to the customer then we will honour thatI can only say that protocol and procedures were not followed and at present there is no replacement request in the cueWe will replace the machine at no cost to the customer with a model suitable to the customer's needs even if we have to provide a better or more expensive model
Regarding the credit for bad copies, I would again suggest that someone communicated this to the customer but failed to follow through with the proper channels to have this doneI am more than happy to reimburse ( credit) the customer for any copies she feels she should not have to pay for
We can't get the customer out of their lease contract as it is with a third party; we will however agree to replace the model asap with a suitable product
We do very much care about this customer and apologize for any lack of concern we may have shownIt was not intentional and the communication within our organisation was poor but has been recently remedied with the removal of the rep in question that was a key part of the mix-upIn the future the customer can deal directly with me and I will make sure she is taken care of
I will await the customer's response before acting on the commitments made here

Initial Business Response /* (1000, 6, 2015/08/28) */
***
First of all, the customer is always rightThese comments are made without prejudice as our point of viewAt the
end of the day the customer's satisfaction is our main concern
Within the last quarter, the customer has been expecting a replacement machine, but we were not aware that someone had promised her thatThere are procedures to follow for such cases and although we have documentation to support the customer's frustration with the product( service calls) there is nothing in the system that suggests that a replacement machine was offered or agreed uponThere is certainly no paper flow to support thisIf a former rep communicated this to the customer then we will honour thatI can only say that protocol and procedures were not followed and at present there is no replacement request in the cueWe will replace the machine at no cost to the customer with a model suitable to the customer's needs even if we have to provide a better or more expensive model
Regarding the credit for bad copies, I would again suggest that someone communicated this to the customer but failed to follow through with the proper channels to have this doneI am more than happy to reimburse ( credit) the customer for any copies she feels she should not have to pay for
We can't get the customer out of their lease contract as it is with a third party; we will however agree to replace the model asap with a suitable product
We do very much care about this customer and apologize for any lack of concern we may have shownIt was not intentional and the communication within our organisation was poor but has been recently remedied with the removal of the rep in question that was a key part of the mix-upIn the future the customer can deal directly with me and I will make sure she is taken care of
I will await the customer's response before acting on the commitments made here