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Its been an interesting morning - Elizabeth Unexplained
Lots of data but no answers
greyautumnrain
greyautumnrain
Its been an interesting morning
One of the good things about doing a cycle with my fertility clinic is that my lack of being pregnant is never broken to my by the blood in the toilet. You always get a pregnacy test done at the lab, which is just a definative but not as viscerally depressing. Sure, a negative is still depressing, but its not as bad when it comes from the lab. I think that I just get perked up by going it to be tested because it means that someone thinks I have enough of a chance to have ordered a blood test to check.

The problem with this morning, though, is I found out that they forgot. Julie, the good nurse, had been out on vaction, and Pam, who almost didn't let me do a cycle told me to get tested two weeks after my trigger, but then forgot to order the test. Somehow I am not surprised. The local office had to call them and then wait around for the order to go through. Hopefully I can still get results by the end of the day.

There was some weird good karma around the whole event, though, that made me more cheerful. I had only put one quarter in the meter expecting to be in there at most 20 minutes. After half an hour of waiting I went out to feed the meter some more, only to discover that someone had apparently just put two quarters in my meter. I'm not sure if someone was being deliberatly nice, or if it was a case of meter confusion. Just to be safe I put money in the meter for the car in front of me before I left, in case that guy had fed my meter by mistake. He was running low, so I hope I save him from a ticket.

Speaking of cars, the saga of the windshield wipers continues. They stopped working again on the drive to the dance on Saturday night. I called for an appointment this morning. (The service center is closed on weekends.) It was not a good call. It was one of those calls where I stop talking for a minute because I am that miffed. I could tell you about it, but its best summed up in this email.

Dear Boston VW,

I used to love the service department. It used to be that I would bring my car it and it would be fixed. It used to be that if anything were critically wrong with the car I could bring it in the very same day and get it fixed. That's not been the case lately, which is why I'm taking the time to write you this email about it.

The current issue is the windshield wipers on my car. They stopped working a little over a week ago. Obviously it was raining at the time. Luckily we managed to make it home without hitting anything. I called up the very next morning as soon as you were open to see about getting them fixed. I was a bit miffed when the earliest I could get an appointment was Thursday. You see, I consider windshield wipers that don't function to be just as critical as if the engine light were flashing. There is a reason why you can't pass the state inspection if your wipers don't work -- its a safety issue. This was particularly irritating because rain was forcast for the next two days rendering the car unusable.

When I brought the car in on Thursday your mechanics said the problem was a loose screw. They said that they'd fixed it and tested it and that the problem was resolved. Unfortunately it was not resolved. The very next time I drove the car in the rain the wipers again failed after about five minutes of use. Luckily we again managed to make it home without hitting anything. When I called this morning I was told that once again I could not bring the car in until Thursday night. Once again I am stuck with an unusable car because rain is forcast for the next two days. The first time the wait was annoying, but I was willing to let it go because I realize that its not immediatly obvious to everyone just how critical wipers are unless they themselves have been caught in the rain without them. When I again have to wait through two rainy days for the same problem, the one that was supposedly fixed, its unacceptable.

What is particularly troubling is that this is beginning to look like a pattern. The previous time I brought my car in for service (which was only in July) I had to come back three times to get my car fixed. I was willing to let that go at the time, figuring that perhaps it was just a bad day or a particularly difficult issue. Now that its the second time in row that something that was supposedly fixed is still broken I'm not so sure that it was a fluke. At least that time you let me bring the car back right away.

I used to tell people how great my dealership was. They weren't like other dealerships, I told them. They take good care of my car instead of just giving me the run around. I can't tell my friends that anymore. The thing is, I know you guys are capable of much better. You need to go back to being the dealership I could recommend. When I have to keep coming back again and again it costs you money, and I will keep coming back until things are fixed because I'm stubborn and persistent.. Worse, it damages your reputation because people talk about these things, and people who are shopping for cars ask their friends about these things.

I want my wipers fixed before it rains again. More importantly though, I want you guys to go back to being the guys I could count on to do things right the first time.

--Elizabeth


Update: Complaint email seems to have been a winner. I got a response that said basically that they realized that the wipers were important, they'd just been really busy, apologizing for not fixing it the first time, and asking if I can bring the car in tomorrow morning. The down side is they say I should expect to be carless for half a day. I'm going to bring it in, though, because its supposed to rain tomorrow.

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Comments
firstfrost From: firstfrost Date: September 5th, 2006 07:27 pm (UTC) (Link)
That is really one of the best complaint emails I've seen. It details the problems, but doesn't divert into any random attacks or sarcasm, and it has the very nice emotional appeal of *wanting* them to be great, not just bitching at them because they suck. (I'm glad it worked, too!)
chenoameg From: chenoameg Date: September 5th, 2006 09:10 pm (UTC) (Link)
Yeah, I was thinking the same thing.
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