Review by R Wilkey. 10th August 2013
LETTER OF APPRECIATION.
I would be grateful if you would pass on my sincere thanks to Charlotte Randle for the outstanding help she gave my wife last Friday in organising, at very short notice, repairs to our Polo.
My story is that last Thursday, my wife collected our youngest granddaughter who is aged two and, on the way home on the motorway, the engine management light illuminated. As there were no associated captions, clearly, it was impossible to know the severity of the problem. Early the following day I contacted you Service Dept and spoke to Charlotte and explained the symptoms. I also explained that the Polo was, temporarily, our only car and we required it to take our granddaughter home on Sunday evening and that I was reluctant to drive all the way to Wales with an engine management light illuminated.
Charlotte arranged for the Polo to have a diagnostic check and then organised one of her colleagues to run my wife and granddaughter back to Shipston rather than take a taxi. The problem was identified as a failure of the exhaust pressure sensor. Charlotte then arranged for the sensor to be replaced and on her own initiative, also contacted Warranty Wise with whom the car is registered on an extended warranty for payment to be made directly under that policy. As neither my wife nor myself could get to your showroom until after you had closed, Charlotte arranged for the car to be parked in a convenient location outside so that we could collect it at our own convenience later on Friday evening. She then offered to drop off the keys on her way home from work to save us from coming into Stratford on the following day. Finally, when I collected the car, I was more than pleasantly surprised to note that it had been valeted inside and out.
Charlotte is a credit to your Company as well as to herself and gave great assistance to our family at a time when it was needed. She certainly went the extra mile in exercising her ‘customer’ relations for which my wife and I are truly grateful.
Once again, please pass on my thanks to Charlotte and all those involved in ‘rescuing’ our car.
By now, Charlotte should have received a bunch of flowers in recognition of her outstanding assistance.
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