Customer satisfaction vs Customer Defection


Photo by Kecko

Some time ago we wrote about that topic (and related costs).
The following is a true story, I will tell you about this one step by step to comply with the limits imposed by the website.

The events!


  • One night, my car, registered 1989 with 45.000 Km (I bought it new and always done the MOT at the official place) after the start at a traffic light, suddenly stopped as pushed by an invisible giant hand which crushed it to the ground, locking the motor.
  • I pushed it in a parking area and I reached my friends at dinner; in the meantime thinking about the possible reasons!
  • The next morning, a tow truck took it to the nearest authorized mechanic workshop; to make it short, my car was originated equipped with a big washer in the oil pan.
  • That big washer, that day, was picked by the crankshaft, nothing broken but everything to disassemble and reassemble.

Evaluated the diagnosis, I asked the intervention of a technical inspector who, when I finally reached him by phone (you believed he called me? Wrong!) thought well of mistreating me as a real tough guy.
These were his reasons:

  • ‘an old car’
  • ‘out of warranty’
  • ‘maybe it was messed up by inexperienced hands’

The last words “Rambaldi, the race is over

Disappointed for the car break down and the way I was treated, I started the restoration replacing the impossible considering that the motor was opened (bushings, friction, etc.). In the meantime I sent 3 registered letters with proof of delivery to the board of the company explaining what happened and asking an explanation about the congenital defect and the high bill I would have paid.

The company, very soon, contacted me booking an appointment in my office; only a technician intervened!
In a few words: “you are not entitled to a thing but because we are good we will pay you a share for the workforce“.

I asked a refund for what I thought it was right (towing and 100% of the workforce), I didnÕt want concessions: after all I risked my life for 45.000 Km!


Photo by andersen_mrjh

At the same time, the technician asked me to provide him the infamous washer, which I jealously guarded; I obviously gave him only a copy of it, then I refused his proposal and I declared that I would have gone to trial.

The company contacted me again, booking a new appointment in my office; I met a technician and a representative of the Public relations.
The point of the story was: “you would not be entitled to a thing but considering we are good we will pay a share of the workforce. A lawsuit will, surely, give us reason“.

I repeated I didn’t want concessions.
I refused and confirmed my intention of a lawsuit so then my lawyer wrote them.

The company contacted me for the third times booking an appointment in my office: this time two technicians and a member of the Public relations intervened.

The point was (always the same): “you won’t deserve nothing but because we are good we will pay you a share of the workforce, furthermore we don’t recognise this washer as our company supply. With no doubt a lawsuit will, surely, give us reason“.

Take it or leave it.

I continued on my way writing again to the 3 top company members to update them about the situation…
The result: the Company immediately, and out of court, offered my lawyer the total balance of the account of the workshop.

I finally repossessed my car.


Photo by OpenClipartVectors (Pixabay)

They paid 100% of the invoice, starting from the tow truck to the bushings and the clutch that weren’t part of the real damage.

As I got back my car, I couldn’t trust it no longer so I immediately exchanged it with a vehicle of a different brand.

Moral of the tale:

  • Behave as a (alleged) tough with the (alleged) weak, doesn’t mean you will win
  • Wasting of 6 half working days for a middle management
  • Loosing of the trust (mine) in the brand
  • Go from customer to rejecter
  • From 1991 to today – right or wrong – I turned away from this brand

Basic questions:

  • What was the price, overall, paid by the company for the solution (included my later behaviour)?
  • Who actually pays? Maybe the most by the authorised workshop?

Translated by Federica Izzo

Share this:

Related Posts

Leave a Comment

Get an alert when there are new comments. Or subscribe without comment.

This site uses Akismet to reduce spam. Learn how your comment data is processed.

More in After Sales, Car, Customer Satisfaction
Why should we say thanks for every complaint we received?

Why should we say thanks for every complaint we received?

Why does PSA want to buy OPEL and VAUXHALL?

The purchasing rumors of Opel and Vauxhall, from PSA, are becoming more insistent. The merger seems full of obstacles, but...

Alfa Romeo Stelvio
Why Alfa Romeo Stelvio will be my next car

Alfa Romeo Stelvio was presented in a world premiere, even before the specialized press, to a group of enthusiasts instagrammer.