They done gone and lost their minds up in here!
I work for a MAJOR Automotive industry as a customer care supervisor. I have 14 agents on my team, they are case managers who handle escalated calls for whatever reason, parts expediting, buyback, lemon law, technical assistance, whatever, one of the biggest things they do is work on goodwill (assisting customer who are outside their warranty, but we still pay for the repairs) and compensation.
I just had to do a supervisor call back because my agent did her damn job and declined this customer for compensation! This customer's vehicle was only down at the dealership for 3 days, had minor repairs done on their vehicle. The dealership assisted the customer in providing alternate transportation. The customer has called us requesting that we pay all the car payments he has made on this vehicle because it was a major inconvenience for him to not have his vehicle for a couple of days. Now we do have the ability to pay car payments while the vehicle is being serviced, as that is a form of compensation that we do offer to our customers.
This customer's vehicle is a 2018 vehicle that has NO warranty on it, the customer does not own any extended warranty and they are not the original owner of the vehicle, the customer does not qualify for any type of compensation per our corporate policies. My agent explained all of this to the customer, and the customer has gone nuclear on her and just got off the phone with me and apparently, I need to eat shit and die, and he is going to personally sue me! This customer has done LOST their freaking mind!
I so need a vacation!
I just had to do a supervisor call back because my agent did her damn job and declined this customer for compensation! This customer's vehicle was only down at the dealership for 3 days, had minor repairs done on their vehicle. The dealership assisted the customer in providing alternate transportation. The customer has called us requesting that we pay all the car payments he has made on this vehicle because it was a major inconvenience for him to not have his vehicle for a couple of days. Now we do have the ability to pay car payments while the vehicle is being serviced, as that is a form of compensation that we do offer to our customers.
This customer's vehicle is a 2018 vehicle that has NO warranty on it, the customer does not own any extended warranty and they are not the original owner of the vehicle, the customer does not qualify for any type of compensation per our corporate policies. My agent explained all of this to the customer, and the customer has gone nuclear on her and just got off the phone with me and apparently, I need to eat shit and die, and he is going to personally sue me! This customer has done LOST their freaking mind!
I so need a vacation!
