August 5, 2009
Dear Mr. Chambers,
Although I hardly ever do this I felt compelled to tell you about an
amzing and rare experience I had at your Ford dealership in Westboro. I
purchased a 2006 Freestyle from them 2 1/2 years ago . It was my second
purchase from you. I had all the required repairs on time and was a good
owner. For the last 3 or 4 oil changes I had complained about a squealing
noise in my steering. Each time I was told something different:they
couldn”t reproduce it so couldn”t diagnose it, or I needed four new tires
asap. I replaced the tires 2 at a time…no change, just louder. This
summer I needed a new brake light bulb and again told the service man about
the noise which by now was constant and louder than ever. This time the
diagnosis was that I needed a power steering fluid pump replaced. Estimate
$500!!! UGH… as a single mother of two girls, one in college, I cringed.
When I called to make the appointment for the repair i spoke to the
scheduling man and asked if this wasn’t a “warranted item” I was sadly
informed that since my car was now at 42,000 miles I was now out of the
warrantee. I went over the history of the story and he said he couldn’t do
anything about that. I asked to speak to the service manager…something I
never traditionally do. Enter Jeff Krasner….the service manager. He
listened very respectfully to my situation and also informed me that while
it was true that I was past the warrantee period that (and I quote)”Herb
Chambers is not just about selling cars but about building customers
relationships!” Hmm i thought cynically…we’ll see. He had my car
re-examined and decided to try replace some kind of belt first. I was told
by the scheduling man that it would run about $300 Again Mr. Krasner took
over and said not to worry, he couldn’t guarantee that this would fix the
problem but that he would “take care of the problem”. This past Monday, I
brought my car in to be serviced and it was. No Charge…Problem completely
fixed!!! Not only that but because he wasn’t there when I was processed out,
he called me at home to see if the noise was gone and was I satisfied.
SATISFIED??? I am speechless Relationship…let’s just say I am going
steady with Herb Chambers…. for ever. My next car and the one I buy my
daughter when she graduates from UMASS will be from one of your dealerships.
I cannot promise it will only be fords, but it will only be Herb Chambers
purchases.. So, Mr. Chambers whatever you are putting in the Kool Aid, Mr.
Krasner is drinking it ! and for a $100 “belt and alot of respect and
responsiveness and intergrity you have a customer for life. Thank you very
much!! Well done.
Gay
P.S. I am a psychiatric nurse and my work is psychotherapy. Over the years
I have had the pleasure of counsenling several people that work in your
industry at all different levels, some have even worked for you. So I feel
that I can actually say this kind of professional environment and “mission
staement” if you will, is very rare indeed. Something good must be sifting
donwn from the top!
