Arie Pickett - Market Street Truck Shop
Sir, As a service manager, I’m sure you often hear from customers with complaints. While many are quick to complain at the slightest perceived injustice, I for one don’t think people take enough time to pass on compliments for service well rendered. Allow me to highlight a good experience I recently had with Arie, one of your service representatives. I have a 2002 F-250 Diesel 4x4. I’ve owned the truck since 2005 and it has been a great vehicle. While I have always taken pride in performing my own service, as I have gotten older (and now with small children) I have less and less time to do so. Recently, I was driving home from work and realized I had a seized caliper. As I only had a few weekends left at home before a lengthy deployment to Afghanistan, I decided to bring the truck to Capital to have the service done. Arie arranged for me to pick up a rental vehicle next door and was prompt with inducting my truck. The next day, I got a phone call, and the technician who performed the service inspection found several issues, the most serious being the seized caliper that I was aware of, to more minor issues that could be considered elective but nonetheless significant, such as 4x4 vacuum seals. Not wanting to spend too much money (particularly since I planned to sell the truck) but also wanting it in the best condition, Arie was very upfront with me in recommending which service to perform to ensure long life of the truck and which services would be ‘nice’ but not necessary. After authorizing service, all repairs were completed on the truck within 36 hours. Throughout the process, I found Arie to be upfront and honest and completely transparent about what the truck needed, what I could easily do myself on my own time (he ordered a few parts for me), and what would be best to take care of while the truck was in the dealership. I was completely satisfied with the vehicle when I picked it up and it has held up well since. I can sell the truck now confident that all major service issues have been addressed. I will certainly refer any of my friends to Capital for service needs. In the past I have stayed away from dealership service departments because of poor service, but I am comfortable that if my truck needs work while I am deployed my wife will be able to work with your service department without fear of headaches. Thank you for a good experience, and you can rest assured that when we are in the market for a new truck at the end of this year we will consider shopping at Capital. Sincerely, Max
May 11 2015
Job Well Done
Mr. Barbour, It's with great pleasure that I write to complement your Ford Diesel Service Team especially Lee Fowler for a job well done. I live in Wilmington, but have a second home in Crawford ,WV. While traveling to WV May 22, 2009 pulling my farm tractor I experienced a break away condition on a hillside having no transmission hold back. Fortunately the trailer being pulled was new with excellent brakes. The vehicle condition deteriorated and I started experiencing a body shutter vibration as I pulled the mountain grades. Since it was 10PM at night I completed the trip with caution. Tuesday morning May 22nd I drove to Jenkins Ford in Buchannon, WV. Dennis Crawford their service adviser tried to diagnosis my concern but was no able to successfully troubleshoot the problem with computer assisted diagnoses. I requested the assistance of a mechanic but was refused due to an overwhelming backlog of vehicle being repaired. They told me it would be mid June before a mechanic could work on my truck. I also expressed concerns that my extended Premium Care warranty was set to expire June 7, 2009 and I had planned to spend two week at my home in WV. While at their dealership I called Ford Customer Service and explain my deli-ma. They were understanding but suggested that follow-up with area dealers and informed me the vehicle had to be under repair before the warranty expired to be covered. They also suggested that if I had no success with local repair that I return to Wilmington, NC for service. Wednesday May 23rd I contacted three local dealers, Michael Motors of Gassaway ,WV Wilson Ford of Fairmont, and of Clarkburg, WV. who all turned me down for service based on their backlog. I then decided to call Lee Fowler, in disbelief that I was having so much trouble. Lee's exact words over the phone was "there is no way I would treat a customer stranded that way" and told me to try to make it home and he would start repairs on Monday June 1st. If I broke down I would be pulled to the nearest dealer so reluctantly after two more calls to Jenkins on Wednesday and Thursday I decided to travel home. Lee and Arie started work promptly on Monday June 01,2009, diagnosed a bad number 8 injector, bad upper and lower ball joints and post a transmission filter change and inspection a major transmission issue that supported the loss of transmission hold-back currently being repaired. Judging from the volume of vehicles at your location I know my situation was taking into consideration for an urgent repair. The effeciecy of repair was an indication of knowledge and expertise of Ford diesel products not experienced in WV. Customer satisfaction is key to return loyalty of products purchased. Being apart of a Malcolm Baldridge campaign with Corning Inc. I learned early in my career the value of Error Free Work ,Quality in all we do, and doing it Right the fist time to maintain a competitive customer base. Lee's team should be used as an example for other dealers to follow. Especially when American loyalty has shifted to foreign products. Personally I try to buy American, but regret having to change my plans and the expense of a trip gone bad because I could not get my vehicle effeciently serviced locally in WV. I ask Lee for your E-mail that I might take the time out of my busy schedule to say thanks for a job well done. Please feel free to pass this letter on to Ford Customer Service in hopes they will appreciate and recognize how your team professionally closed Case # 0435402233. Also please forward to LEE and Ariy I guessed at their E-mail address. Sincere appreciation, Daniel Skinner, Jr.
May 11 2015