Assignment Task:
This scenario is of a written complaint the service manager of a dealership (you) has received from a dissatisfied customer regarding their vehicle, and service experience.
To the Service Manager,
I am the owner of 2015 VW Golf petrol automatic that is due for its next service, which according to the book, must have the oil changed in the gearbox. This is something I had to have done in my previous car too (2007 Toyota Corolla), so I wasn't too surprised when the mechanic where I normally get the car service told me it needed doing when I went to book the car into him.
However, what I did not expect was that he could not do it because of the type of gearbox it is, (a DSG, or something like that) and needs to go to the dealer to be done. So, when I called your service department yesterday, I did expect the price of the service to be a little more expensive being a dealership and all, but what I did not expect was the exorbitant price your organisation was going to charge me for the service. When I asked why it was so expensive, they claimed it is a big service and the cost of the "special oil" was very expensive.
I should not have been too surprised though; it was the cost and quality of the servicing I received from your dealership that made me decide to take my business elsewhere. It was much dearer than the private mechanic I take it too now, and, I don't have the dirty hand marks on my interior trims and front panels either. They also listen to me when I have any concerns about my car and take the time to explain what they are going to do, or have done, so I feel confident taking my car to them.
As it appears in this instance, I will need to bring my car to your dealership to have this service done, but I find it difficult to believe that there is only one "special oil" that you can only get from VW themselves, it isn't available from anywhere else, apparently. Are you able to advise of alternatives, or do I need to use the stuff from VW, does it even need changing at all? And if I do end up having the service done at your dealership, can I expect the same disappointing experience as last time?
I await your response,
Dave Smith
Question 1: What is the nature of the complaint?
Question 2: Identify and list each issue the person has raised in their letter.
Question 3: Compile a list of what your next steps would be and why before responding to the customer
Question 4: Write a letter in response to the customer covering each of the issue the customer has risen, including a suggested way forward to resolve the matter.