I normally don't write these but FWIW. This morning's visit with CSR Josh G. to install a recall item starged badly with Josh asking if I had called to verify that the part was in. After the customary 20 questions, he finally checked (vs, checking first to save me some time) verifying that the part was not in and informed me that I should have called to verify IF the part was in stock. The conversation went down hill fom there and I left dissapointed that Josh was not in listening mode. Here's what I was suggesting
When a customer recieves a recall notification, the customer should arrange fo the appointment at a "location" suited to the customer either on line (which is one of your options) or via telephone. If the system is sufficiently robust, the system should then auto-check the inventory (at that location) to see if the part is available, then send a "come back" notification to the customer that it requires ordering. This eliminates the customer from having to travel to the "location" necessarily. Like i did today. Josh was too insistant that it was my fault for not verifying that the part was in that this idea escaped him entirely.
Having worked with some of the best IT Data scientists in the world, this is an improvement idea I pass along to you in the interest of better customer service. Perhaps this will fall to someone who cares about such things?