Hi all, we periodically have a look at this forum and thought it would be best to explain the background from our side of what unfortunately went wrong on the day.
When the customer was booked in it was mistakenly booked in on our workshop diary for a 1 year service, not a 2 year service.
On the day of the visit our Service Manager (away on holiday) and our workshop foreman (on phased return to work after a medical issue) were both off that day. Either one of them would've picked up on the mistake with the booking or the service on the day, sorted it there and then and ensured that the correct service was completed by the technician.
Once we were informed of the items not being replaced by the Service Desk team, we immediately watched the service back again on CCTV and saw that the brake fluid and pollen filter hadn't been replaced and it was a 1 year service that was completed. Everything else including the updates were completed as they are supposed to be. As mentioned we have offered a free service next time round and also to re-book in to change the brake fluid and pollen filter that were missed. This return visit still hasn't been booked as we are waiting on the customer calling us back as requested to arrange this and we are keen to do it ASAP. We were not at all happy about the situation and have dealt with it internally and we again apologise for the hassle and inconvenience.
We are a family owned and operated business (with no HQ in Edinburgh), we do our best to offer the best customer service possible and didn't intentionally not complete the correct service. We sell and look after a lot of vehicles and disappointingly our standards slipped that day, we let ourselves and the customer down but unfortunately mistakes can sometimes happen and at some point we have all made them.
However you need to learn from your mistakes and we were grateful to have been made aware of it. It was a perfect storm of circumstances and we have taken steps to ensure that even if the senior members of the aftersales team are all absent one day that this doesn't happen again, keeping it as the isolated incident it was.
We understand these events could dent some confidence in us however we would welcome the chance to gain that back as we know that we are better than the events that unfolded on that day.
Regards,
Andrew Dickson & David Wishart
Managing Directors, Frasers of Falkirk