Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Miranda, Thank you for bring this matter to our attention. It is only through the feedback of our customers, both positive and negative, that we are able to improve our processes moving forward. All of us at Fowler Volkswagen of Norman, particularly Chris and Jon, would like to apologize to you for the poor experience you unfortunately had at our store. While I am happy to hear that your experience with your sales associate, Jon Chatman, was a positive one I can’t say the same about your characterization of Chris’ behavior. We do not tolerate our employees using foul language towards each other or our customers, and expect that they always act in a respectful manner when at work. We will be discussing Chris’ conduct with him immediately, and will make sure that he understands that what he did was inappropriate so as to prevent this from ever happening again. Once again, please accept our apologies and thanks for the feedback. If there is anything you would like to further discuss please do not hesitate to contact me here at the store. Thanks, Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Miranda, I wanted to check back and see how everything was going for you with the new jetta and make sure there is nothing else that we can do for you. Chris has recommitted himself to making sure every customer experience here at Fowler involving him is a positive one. I want to again thank you for letting us know about your experience and giving us the opportunity to learn from our mistakes. Please let me know what I can do to earn your business once again here at Fowler. Thanks, Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Fowler Volkswagen of Norman wrote on 6/4/2011 2:30:51 PM: Miranda, Thank you for bring this matter to our attention. It is only through the feedback of our customers, both positive and negative, that we are able to improve our processes moving forward. All of us at Fowler Volkswagen of Norman, particularly Chris and Jon, would like to apologize to you for the poor experience you unfortunately had at our store. While I am happy to hear that your experience with your sales associate, Jon Chatman, was a positive one I can’t say the same about your characterization of Chris’ behavior. We do not tolerate our employees using foul language towards each other or our customers, and expect that they always act in a respectful manner when at work. We will be discussing Chris’ conduct with him immediately, and will make sure that he understands that what he did was inappropriate so as to prevent this from ever happening again. Once again, please accept our apologies and thanks for the feedback. If there is anything you would like to further discuss please do not hesitate to contact me here at the store. Thanks, Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Bryan, Let me apologize on behalf of the store for your poor experience. It is very important to us that every customer leave with an overall positive experience. This is our goal weather the customer does business with us or not. Clearly this was not the case for you and I am sorry for that. We make sure and go over our customer experience survey with everyone that buys a car or goes through our service department. The purpose of this is to let the customer know that the survey is an important barometer of our performance, and ask that if they cannot give us an outstanding score at the completion of their service (all 10's and all yes's) then to please let us know where we have underperformed so we can attempt to correct the situation and learn from it. This week we used your feedback to help educate our employees even more on our processes to ensure that they are all up to speed and implementing our policies as expected. I want to thank you for pointing out our fault, and again apologize for your poor experience as our goal was not to have you leave with a negative perception of our organization. Again, thank you for taking the time to respond. If you have any more information you would like to relay to us please reach out to us. If there is anything I can do to help change your opinion of our store please let me know as well. I would love the opportunity to re-earn your business. Thanks Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Bryan, I wanted to check in and see if you had received our feedback and make sure there was nothing else that i could do for you. I also wanted to see if after explaining our process on customer surveys you still felt the same way as described in your above statement. I hope your new golf is working for well for you and you're keeping cool in this heat. Thanks, Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Bryan, Let me apologize on behalf of the store for your poor experience. It is very important to us that every customer leave with an overall positive experience. This is our goal weather the customer does business with us or not. Clearly this was not the case for you and I am sorry for that. We make sure and go over our customer experience survey with everyone that buys a car or goes through our service department. The purpose of this is to let the customer know that the survey is an important barometer of our performance, and ask that if they cannot give us an outstanding score at the completion of their service (all 10's and all yes's) then to please let us know where we have underperformed so we can attempt to correct the situation and learn from it. We took the opportunity to use your feedback and help educate our employees even more on our processes to ensure that they are all up to speed and implementing our policies as expected. I want to thank you for pointing out our fault, and again apologize for your poor experience as our goal was not to have you leave with a negative perception of our organization. Again, thank you for taking the time to respond. I wanted to check in and see if you had received our feedback, and make sure there was nothing else that I could do for you. I also wanted to see if after explaining our process on customer surveys you still felt the same way as described in your above statement. I hope your new golf is working for well for you and you're keeping cool in this heat. If you have any more information you would like to relay to us please reach out to us. If there is anything I can do to help change your opinion of our store please let me know as well. I would love the opportunity to re-earn your business. Thanks Jonathan Fowler General Manager Fowler Volkswagen of Norman

Fowler Volkswagen of Norman responded

Dana, Thank you for bringing this matter to our attention. It is only through the feedback of our customers, both positive and negative, that we are able to improve our processes moving forward. Let me start by apologizing for how things have turned out. I wish I could say it makes me feel good to hear that we did a great job of selling and delivering the car for you, but all of that is diminished in light of your experience with our store since the delivery process occurred. It sounds like the majority of the issues came down to poor communication on our end. Lou should never have told you to come down if the vehicle wasn’t ready, and should have had your free loaner vehicle ready for you when you arrived. He has been reminded of our policies and procedures and will perform much better moving forward. In regards to warranty work being done on your vehicle; while I hope that you will bring your car to us for service please know that you can take it to any Volkswagen dealer that is near you for those repairs. There are a few reasons why every manufacturer requires that you bring your vehicle to one of their dealers to have warranty work performed that I would like to tell you. The dealer is the only place that will have the appropriate tools and software to perform all diagnosis and repair; is the only place that will have certified technicians to perform the work according to the manufacturer guidelines; is the only place that a manufacturer rep can come look at the vehicle if needed. There are other reasons as to why this is the manufacturer’s policy, but these are a few of the bigger ones. In regards to Chris’ behavior, he should not have spoken to you in any manner like you have described and I have spoken with him about this. Chris extends his apologies and will be a much better listener when it comes to customer concerns in the future. Once again, please accept our apologies and thanks for the feedback. If there is anything you would like to further discuss please do not hesitate to contact me here at the store. If there is anything that we can do here at Fowler VW to earn your business once again, please let us know. Thanks, Jonathan Fowler General Manager Fowler Volkswagen of Norman