Brrrm, Pop, bang, clatter, clatter, rattle...Fcuk
Discussion
My beloved 4.5 just went 'Bang' 
. After getting it towed into the dealers (thanks Nik for coming back from home to receive it
) I'm told that one (or more) of the valves has had an untimely coming together with the piston
. So engine out, head off, bits sent to Blackpool, all I can do now is wait. 
The one bonus is the quality of customer service I have received from Waldonway, including a Chimera as a loan car, personally delivered to my house, a variety of sweetners and a genuine interest in the progress of the repairs.
Cynically one might say that this is just a dealer who is keen to retain me as a future customer, well if that is the case, their certainly going the right way about it, Waldonway - well done.
. After getting it towed into the dealers (thanks Nik for coming back from home to receive it) I'm told that one (or more) of the valves has had an untimely coming together with the piston. So engine out, head off, bits sent to Blackpool, all I can do now is wait. The one bonus is the quality of customer service I have received from Waldonway, including a Chimera as a loan car, personally delivered to my house, a variety of sweetners and a genuine interest in the progress of the repairs.
Cynically one might say that this is just a dealer who is keen to retain me as a future customer, well if that is the case, their certainly going the right way about it, Waldonway - well done.
Whatever the motivation of the dealer to provide me with good service (and yes of course the dealer is in business only to sell and service cars) the fact remains that it is the perception of the service received by the customer that will determine their future actions in respect of purchasing decisions. Not the perception of the dealer of the service they have offerred to their customers.
We have all read, on this forum and in other places, complaints from people about the standards of customer service offered by their garage / dealer; one of the purposes of posting this thread was for me to highlight in a public place, the way in which a particular dealer had responded appropriately to my difficulties, thereby meeting (and to some extent surpassing my expectations).
Perhaps other dealerships might like to learn some lessons how to build a brand (in the generic as well as specific context), generate loyalty and increase their likelihood of retaining a customer!
We have all read, on this forum and in other places, complaints from people about the standards of customer service offered by their garage / dealer; one of the purposes of posting this thread was for me to highlight in a public place, the way in which a particular dealer had responded appropriately to my difficulties, thereby meeting (and to some extent surpassing my expectations).
Perhaps other dealerships might like to learn some lessons how to build a brand (in the generic as well as specific context), generate loyalty and increase their likelihood of retaining a customer!
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