ExRedRacer

As a nationally-known manufacturer of after-market parts for high-performance cars, we at times make it a practice to give demo-units of our product to selected car dealerships across the country. It helps get the word out about our product and draws customers into showrooms to see how it improves the look and performance of the car they may be considering.

Since they are just demo-units, the dealers are not allowed to charge the customer for the product. They are expected to advise the buyer that they are simply demo units and carry no warranty whatsoever. If anything goes wrong with the product, the buyer cannot come to us for any help; it's up to the dealer to make good any problems that may come up.

Well...as it happened, about a week ago an unhappy customer contacted our service rep with a complaint about our product which had been installed on the vehicle he'd purchased from Hill Beard, who we thought was a reputable dealer. This customer was upset when we told him that the unit he'd gotten with the purchase of his car was not covered since it was only a demo unit.

Well, it was not a pretty sight. This customer got upset to the point where he was crying and screaming at the top of his lungs demanding that we replace this defective unit at our expense. We could hear him pounding his desk in total frustration just like a little kid who's parents had sent to bed without his dinner. He went so far as to call all of his friends and demand that they not ever do business with us again. Some of them tried to get him to understand that the problem was not with us, but with the shady dealer (who'd since gone out of business).

To make a long story short, as a gesture of goodwill, we decided to offer him a substantial (40%) discount on a replacement unit. We thought that was very generous, but he wouldn't hear of it. He demanded a replacement unit at no charge. When we declined, he threatened to do everything within his power to ruin our company by bad-mouthing us all over the Internet.

We did a little investigating and found out that this disgruntled customer has a history of temper tantrums dating back to the day his mommy took his rubber ducky away because he disobeyed and wouldn't eat his vegetables. (See picture below)



We're hoping that this gentleman comes to his senses and realizes that he must accept the fact that Hill Beard is the one responsible for his problem and not us.

All2Easy

Sad it came to this.

The dealership you mention was absolute trash. The dealership that is there now is first rate.

I love your exhaust systems....top notch quality and engineering. I proudly let mine sing daily.

Keep up the good work! You have a customer for life.

TommyV

He dropped his sucker in the dirt and wants you to lick it clean.

johnodrake

Point Made