Sunday, December 31, 2017

How not to handle a customer experiencing greif

     So I have been driving around a rental car while I have been waiting for the airbag to come in for my Nissan Versa as part of the massive Takata airbag recall. I got a call Monday as we were on our way to put my wife's dog down that she had had for 18 years and was suffering from seizures from congestive heart failure and was shaking most of the day because she did not know what was going on. It was a very difficult decision for my wife to make and a very emotional time for my family.

     On the way to the vet I received a call from the local Nissan service representative that the new airbag was in and that we needed to get our car in soon to get it replaced. I told him that we were on our way to the vet to put our family dog down and that now was not a good time to talk and his response was that Nissan would not continue to pay for the rental and started to list times and days I could bring it in. I again stated that we were heading to the vet to put down the family dog and to please call back tomorrow, but he again went into essentially you need to do this as soon as humanly possible. I don't know exactly what he was saying because at this point I hung up on him and did not answer when he tried to call back.

     Someone would call back every day and I finally answered on Wednesday and said I don't know who called last time and I know you are trying to get these recalls done as quick as possible as the rental cars are an expensive line item for your company, but the manner in which the previous person spoke with me was not acceptable on any level. To which I was met with the same cold response of we need your car in and Nissan is going to stop paying for the rental if you do not get it in. I felt personal assaulted at this point. I had just told this person on the phone that the last person had handled this situation very poorly, but I understand they are under a lot of pressure. A simple i'm sorry for the way the previous person handled the call or that is not the way we want to present ourselves and I would of felt better but instead I just felt numb and hung up the phone again do to the callus nature of the caller.

     My wife had Friday scheduled off so I called Friday to schedule the car for its airbag replacement. I scheduled an appointment for 14:00 then said to do a oil and transmission fluid exchange. They said it would take 45 minutes to an hour for everything. The time rolled around and my wife was not feeling up to dealing with Nissan so I ended up taking the car and working from their waiting room. They took just over 2 hours and that was the end of it. We took back the rental and are now done with the whole ordeal.

     I have been left numb and disappointed in this whole ordeal. I know it is a lot to ask for some compassion of people working diligently trying to do the job, but I live in the Midwest where it is almost expected of people. What if instead of her dog it was her mother who passed away two years ago. Would they of had some leeway in the schedule to allow for her to plan and attend the funeral? Anyway I am done with this rant, but unless I need to I will not go back to the dealership for anything if it can be avoided at all cost!

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