Update: Tuesday, December 9, 2008
Ron************ sent me a very sincere PM apologizing for not following up with me on the UUC sway bar problem and told me that **********s is working on a new system to prevent customers slipping through the cracks to improve their customer service. Here's the PM:
I thank you for your response, as to the follow- up I understand the situation, it is something that we're already implementing a new system so that there is a continued follow-up and no one slips through the cracks. We've been building it with a team of programmers for months now and are continuing to work on the new system.
I believe it is our fault for not continuing to get you an update, I should have had some type of reminder on UUC as I had been waiting for their response back which they didn't provide to me because as they said they were moving.
Let me know there is any thing you may need in the future as I will try to earn your business which I understand we may have lost. We are investing heavily into some great new systems and a revamped website to better serve our customers into the future to avoid problems like this and many other things to improve the experience with our company. If I didn't care about our customers, I wouldn't be putting in 14hour days 5-6 days a week. I do care, and I am passionate about what we do and are doing for the community - this is obviously hard to convey via an email or when you haven't seen us here at work.
Let me know if you have any further questions for me or ideas or opinions, I am very open to suggestions and such. Also you are welcome to give me a call here at 714.582.3330 at any time.
Seems to me like Ron really does care about his customers... I guess I was one of those customers who fell through the cracks and had a bad experience... twice (once for the KW's and once for the UUC sways). If what Ron is saying is indeed true, then hopefully nobody else will fall through the cracks and when that happens, **********s will be a great place to do business with.