Xpress Garage & Tyre Centre Avis 

Réponse de Xpress Garage & Tyre Centre

17 mai 2022

Customer made booking to drop vehicle off for the day, for us to look at a service light?

Customer had vehicle serviced 9 months ago elsewhere so we were to look into this to determine if vehicle needed a service, if so what kind of service and then to carry out necessary works to vehicle.

Vehicle is a Rangerover - therefore only able to go on one specific ramp due to its size and weight. This ramp had another vehicles on it all morning as we were waiting for parts to arrive to complete another customers car.

Vehicle was dropped in at 8:30am for a leaving appointment - therefore we would look at during the course of the day.

Master tech/diagnostic tech took a look at the vehicle - going through the system controls and established what was needed - oil change, oil filter and air filter.

As a garage and specialist tyre centre, we obviously made a note of rear tyres which we recommended the customer had replaced, under no obligation, however we always check and advise customers tyres for their own safety!!

After numerous calls throughout the day, in which the customer was advised it unfortunately hadn't been looked at yet but we will call when we have an update!!

At approx 3pm the master/diag tech reported what works were needed to a male member of staff who had answered the phone (again) to the customer.

In a short phone call the male member of staff repeatedly tried to speak to the customer and advise him of what works were needed to be done.

As a garage we always have to advise the customer of what works are needed to be done and what costs are involved so that they can agree works/costs before we go ahead with any work.

Unfortunately, on this phone call with the customer, where the male member of staff was repeatedly trying to get this information across to the customer to receive authority for the works, the very impatient customer with a telephone manner that was less than desirable
continued to interrupt and not let the staff member speak while also being quite rude.

We do not tolerate verbal abuse to our staff. We are here to help and advise all customers and we pride ourselves on excellent customer service. So even during an extremely busy and hard time we will always do our best, therefore not deserving to be spoken to or treated in an unfriendly manner.

The reception Manager answered the phone at approx 4:10pm to said customer - he asked if vehicle was ready for collection. She went to master tech to ask for an updated and was then advised that he had identified what works were needed and was ready to undertake said works at around 3pm but had no authority from customer to do so.

Unfortunately, due to the customers behaviour to our staff on the phone earlier that day, it ended up in us terminating that call and not getting the authority for any work. So when the reception manager took the call at 4pm ish, she then tried to explain to the customer that as no authority was given, no works were carried out. Standard company policy.

The reception manager explained to the customer that the service could still be carried out before the end of the working day (5:30) if authority was given now - so we could order service items and use the now available ramp for that vehicle.

The customer then advised (at appox 4:15-4:20) that he needed vehicle back for school pick ups and would need it collect at 4:50. Had we been informed earlier in the day or when the car was dropped off, then we would have made sure it would have been completed for the school run.

This unfortunately did not allow enough time to carry out the work that we had identified needed doing. So reception manager advised customer to collect vehicle at his earliest convenience.

Upon collection of the vehicle the reception manager politely and nicely apologised to the customer for the unfortunate eventuality that meant no works were carried out (even though technically we had nothing to apologise for)