Above and Beyond the Call of Duty
Discussion
I don't post often to the forums here but I thought that the service I received yesterday was so exceptional that I had to share it.
I had just finished changing the oil on my 1998 XJ8 when I carelessly leaned on the engine and the pipe from thermostat housing to expansion tank snapped where the plastic pipe joins the rubber hose. It was about 5:15pm and I was at a friend's house miles from home and I needed the car today to take me to work.
In desperation I called Hadley Green Jaguar and managed to get through to the parts department just before they closed. They had the part in stock but I wouldn't be able to get there before they closed. When I explained my predicament, the kind gentleman offered to bring the pipe with him on his bicycle and meet me at a convenient location for both of us so that I could collect it from him.
This guy deserves credit for going above and beyond what I would expect in order to help out a man in need and I owe him an enormous debt of gratitude. I can name names however I don't know what the done thing is on forums. Please let me know if it would be appropriate to thank him by name.
I will be calling his boss on Monday to tell him what a superb job his colleague did for me!
Dan
I had just finished changing the oil on my 1998 XJ8 when I carelessly leaned on the engine and the pipe from thermostat housing to expansion tank snapped where the plastic pipe joins the rubber hose. It was about 5:15pm and I was at a friend's house miles from home and I needed the car today to take me to work.
In desperation I called Hadley Green Jaguar and managed to get through to the parts department just before they closed. They had the part in stock but I wouldn't be able to get there before they closed. When I explained my predicament, the kind gentleman offered to bring the pipe with him on his bicycle and meet me at a convenient location for both of us so that I could collect it from him.
This guy deserves credit for going above and beyond what I would expect in order to help out a man in need and I owe him an enormous debt of gratitude. I can name names however I don't know what the done thing is on forums. Please let me know if it would be appropriate to thank him by name.
I will be calling his boss on Monday to tell him what a superb job his colleague did for me!
Dan
jagmandan said:
I will be calling his boss on Monday to tell him what a superb job his colleague did for me!
Dan
Write a letter & copy it to Jaguar. Send around a nice bottle of something.Dan
It is a reflection in general when we are stunned by what is a simple act of proper customer service.
Fantastic service
I contrast that with my main dealer which is not very good at all.
After the 70k service my XJ8 came back with faults that it simply did not have before!
These included : Graunching front suspension, steering wheel off centre, squeeling brakes and an oil leak.
When pressed to rectify the faults the dealer did collect the car and carry out the work, but then attempted to charge me for some of it, and allege that one of the faults was there before the service..... Customer service? I think not
I contrast that with my main dealer which is not very good at all.
After the 70k service my XJ8 came back with faults that it simply did not have before!
These included : Graunching front suspension, steering wheel off centre, squeeling brakes and an oil leak.
When pressed to rectify the faults the dealer did collect the car and carry out the work, but then attempted to charge me for some of it, and allege that one of the faults was there before the service..... Customer service? I think not
Simpo Two said:
The parts department at my dealer (Marshall Ipswich) is very good too - though I haven't had them running errands on bikes yet!
In self-employed-land we call it 'owning the job' - standard practice.
That's very warming to hear. I bought my XKR from them a couple of months back and found the sales guys and delivery prep exemplary. I certainly got the impression the service wouldn't tail off.In self-employed-land we call it 'owning the job' - standard practice.
Simpo Two said:
The parts department at my dealer (Marshall Ipswich) is very good too - though I haven't had them running errands on bikes yet!
I favour Ipswich over the Norwich dealer for my parts even though Fox's is only 10 minutes away from me, I have dealt with David for many years in the parts depatment at Marshalls, and before the last 2 franchises. I would higly recommend him.XKRacer said:
I have dealt with David for many years in the parts depatment at Marshalls, and before the last 2 franchises. I would higly recommend him.
Yes. I haven't got him on a bike yet but he posts bits out quickly without charging postage which I appreciate. You can also take the car in and he or his junior will have a look and say what bits you need and how to fix them on.Not enough people have the 'helpful' gene!
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