Good idea ... Bad idea!

THIS week, Outlook introduces a new feature titled: Good Idea ... Bad Idea! Share your take on some accepted reactions in some of the situations that we find ourselves in every day. How do you handle them? Tell us about it at lifestyle@gleanerjm.com.

You are in the supermarket and a child comes to your aisle and starts misbehaving (pulling things off the shelf); the parent is right there doing nothing. Do you say something?

Good idea: Nicely say to the child, 'No sweetie, don't do that,' while smiling at the parent.

Bad idea: Most parents don't like other people trying to discipline their children so you just move to the next aisle.

What would you have done? Tell us about it at lifestyle@gleanerjm.com.

BOOS & BOUQUETS

Well done, KingAlarm!

I am a client of KingAlarm. I had an incident at my home about 10 days ago and sent an email to the company late one night (almost midnight) requesting additional services. I was amazed to receive a reply from the managing director himself less than five minutes later, followed up by a telephone call early the next morning.

For the head of such a large corporation to take such interest in the affairs of a single client made me feel very special. Seeing the 'passion from the top' it is little wonder that the staff of this organisation continue to provide stellar service - day in and day out.

A bouquet on my behalf, please!

- D. Lewis

No money, no car

Five years ago my company purchased car for me from Motor Sales. Over the period, Motor Sales offered excellent service. Whenever I was dissatisfied with a job, I could always rely on their customer service manager to have me take in the vehicle, rectify the problem and get a loaner vehicle.

Earlier this year, Stewart's Auto had acquired Motor Sales and I anticipated the usual outstanding customer service.

On March 17, I took the car in for regular service. I also noted that it had an unusual vibration which I asked to be corrected. A day later, I was told the car was ready. I returned and received a bill for $76,500 and was told the problem was rectified.

I quickly realised the vibration was not corrected and contacted the service manager. I asked if I could take the car in as I would do in the past and have it rectified. I also asked for a loaner vehicle. I was advised it was not Stewart's Auto's policy to lend vehicles under such circumstances and that I was to get in touch with the customer service manager. I tried for more than two weeks to without success.

I made contact on April 15 and explained the problem. I further explained that I received a bill for $76,500, which my company has no problem paying. However, it could not be paid until the problem was rectified. I was asked to come in with the car for a test drive to identify the problem.

On April 20, we did a test drive and identified the problem. I was told by both managers that the vibration was normal and my car was in good condition. I advised the service manager of a leak I observed and was told he would take the car in the service area to have a look.

Dissatisfied

The customer service manager then asked me when the cheque would be ready. I told her I was still dissatisfied with their service but I had contacted my company to prepare the cheque and it would be ready the following day. She invited me to sit in her office and told me I would not be getting back my car until the cheque was ready. I contacted the accountant in her presence and reassured her the cheque would be in her hand the following day.

I was still refused my car key. I told her she was being very unreasonable as the company had never forfeited on paying its bill and, moreover, this is a company, not an individual, who could disappear overnight.

She was still adamant and in a very authoritative tone noted said she wanted her cheque that day. I tried reaching the director of Stewart's Auto, spoke with his assistant, and explained the problem and was told that the manager had the final word.

It is an open secret that customer service is poor in Jamaica. But of all my experiences this has been most humiliating and embarrassing. My company had a clean record with Motor Sales, payments were always on time, no monies were ever outstanding.

My company's Accounts Department prepared the cheque late that evening, and though the bearer advised her that the cheque was collected, she still refused to hand over the car key. It was late evening when she got the cheque in her hand and then gave the go-ahead. I got my car key and kissed Stewart's goodbye.

- K.S.