Clair Customer Feedback - Re: 91 V8 Timing Belt/Water Pump

[Mike Larosa <mlarosa@v8q.East.Sun.COM>]

Below is a copy of the customer feedback I just submitted to Clairs
Management team.  It describes a trying situation that they worked
their best to resolve, and did.



I would like to address an 
Issue I had recently with my 
91 Audi V8 and a Timing Belt 
service.
It was scheduled for May 31, 
yes Labor Day, the Service 
Rep Phil assured me they would
be open.... they weren't.
I drove an hour each way to 
arrive at 8:00am on my day 
off to find an empty parking 
lot.
Needless to say I was not 
happy. This is the Bad Part.

Know to the good part:

Phil and Tom apologized 
profusely for the mishap, 
then scheduled me again for 
that Friday,  There is 
typically almost a 4 week
wait to get into service....

Tom got me a rental because 
my previously reserved loaner
was not available for that 
Friday.  Unfortunately for 
the mechanic he broke a water 
pump bolt putting the car 
back together and I ended up 
with a loaner over the 
weekend.

This was obviously not fun for
myself or the guy's in service,
but through it all Tom and 
Phil where professional and 
courteous and did everything 
possible to minimize my pain 
with the situation.

Tom adhered to the estimate
originally given even though
there was an added cost for the 
rental and the additional
labor to fix the broken bolt.

As a side note, I must mention
that I belong to an internet
list of Audi enthusiasts 
(membership is worldwide and
numbers in the thousands)who
will hear from me that Clair
as a team stepped up to the 
plate and put the customer
first in a trying situation.

Thanks Tom and Phil.

Regards,

Mike LaRosa



	
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