"Well, this day was coming, Sam. We are not buying a vehicle from this company again unless we see results this time," Simmy stated emphatically.
"They still aren't planning to do anything about the handles? What about the new problem?"
"Well, this woman phoned me from the 'department of waylaying' telling me that our warranty would be void if we didn't do x,y,z. First, of course, she was telling us we needed to get service things done that will cost us money."
"What?" Sam was mad now. "Did you tell them that we've tried to ask them to fix things but they just stroke us with bull excrement and then expect us to be happy? And... what about all the goof-ups and mistakes that you were so 'forgiving' of when you wasted half a day and then had to come back again for the same problem?"
"Waverley probably doesn't get to hear about how patient we've been. Oh, but I haven't been patient with them today. Even J.P. tried to do the old, "Ooh, your warranty is almost up so we should really get that looked at," Simmy said.
"What did you say to him?" Sam asked.
"I told him that any company worth their reputation would have handled the handle problem better, right from the first day. I told him if that had happened while his kids were in the car... he'd think differently about the situation. That was very serious. How can they not see that?"
"What did he say to that?" Sam asked.
"Nothing, maybe he was actually trying to envision that. I'm giving him the benefit of my doubt here." Simmy offered magnanimously.
"How did he respond about the 'gear thing'?" Sam asked.
"He said we really need to get the vehicle in while it's on warranty, so we don't have to pay for that out of our own pocket."
"I said that a warranty doesn't help us if they don't honour it and fix things so we don't have to come back again and again for the same thing," Simmy was so frustrated. "Those band-aids are made of too much gauze and not enough glue, so to speak. I told him that the company is not set up in a good way and that I realize that he doesn't have control over that part but... the company cannot expect the 'front-line' service people to work within the parameters set by the company... i.e. take all the complaints without the power to change the outcome."
"And he said?" Sam waved his hand as if to say, 'come on, I want to know his response to that.'
"He listened, so I continued. I told him that the service guy I spoke with had asked me to tell him if I wasn't happy so that he could try to deal with it. I told J.P. that those front-line people cannot be 'afraid to lose their jobs' and the burden for all this cannot be on the customers' shoulders. The top people, the people who create the systems, cannot be 'untouchable.' Those types of systems have got to be eradicated."
"He said?"
"Nothing to that... he listened." Simmy stated.
"He kept asking me questions about how many times we've complained, etcetera, and I finally told him he's got all the paperwork there and that I am busy. He should just do his (I think I said 'friggin,' I know that's not professional) job."
"Good girl. He's got to make it happen now." Sam said.
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