Problem today
 

Nick - I was wondering if you could shed some light on my experience with Brookdale today.

Yesterday I called and ordered 600 dollars worth of parts through the account of the Goodyear I work at. The person I spoke with said that they would be be delivered in the morning. I said that was not a problem.

This morning I get a call from the manager at my shop, and he says that someone called from Brookdale and said that the parts runner forgot to take the parts with him.

Now - I heard the following from the manager at the shop, so I'm not sure if this is true, false, or slightly dramaticized... The manager told me that when Brookdale called, they said that they forgot the parts and apologized. They said that they would not send out the parts runner again because they are only making one run today, and that at the soonest the parts would have to be sent out on Monday morning.

Is this true? I know my shop isn't too far from your dealership, but I would think that with a mistake like this, your dealership would send a runner with the parts since they were forgotten.

If this was a 2 dollar plastic clip or something really small, I could probably understand why it was overlooked. But 600 bucks worth of parts in a big box? I just think what happened was bad business.

I've never had a bad experience with you or your dealership before. I just think that if a mistake is made, it should be resolved by the party that made the mistake. I know mistakes happen, but if I am responsible, I take ownership of the problem and try to correct it to the best of my ability.

Anyway, I just got back from picking up the parts myself. I'm not trying to cause drama between you, me, our businesses, I would just appreciate it if you could bring this up to your manager to express how disappointed I was today.

-Pete

Re: Problem today
 

I talked to Nick in person today, and he was willing to listen and give his side of the story. Seems like the economy is affecting all businesses. I'm not mad at Nick or Brookdale (nor was I to begin with). His explanation was honest and sincere, and thats all I was looking for.

Thanks as always Nick! You know we all appreciate the work you do for us.

Re: Problem today
 

I would have kept this to a PM, being in the Auto business sometimes stuff happens you can't control. As most of us with DSM's know very well by now.

Mistakes happen, people goof up on things, and stuff gets lost and forgotten. I'm even going on a little road trip tomorrow myself down to BC to pick up something that i couldn't find at work i had ordered for a guy.

Good businesses/people apologize, and try their best to make it up to you, bad ones blow you off and repeat this pattern until they go out of business.