James
United States of America#2UPDATE Employee
Fri, February 22, 2013
I am a manager of NWR. I was informed about this customer and I am handling the problem of the missing parts.
I would like to address a few issues in the post.
#1. This customer has a very rare BMW transmission produced only 1/2 of a year by BMW. We have a limited supply
of this transmission and when the carrier damaged the stock unit the only two options we had were to refund the order, or ship in the customers transmission, the customer was gracious enough to let us ship in the transmission.
#2. Our normal build process is taking in cores and tearing them down to "bare bones" extra parts are tossed in
the recycle bin and thrown out. This customer left these extra parts on the transmission not knowing to remove them. Our build team treated the extra parts as normal and tossed them out.
#3. We have shipped once UPS at the customers request the missing items, apparently the missing items on the first
shipment were not the total of what was left on the unit to be discovered by the customer after the transmission install continued.
#4. We log all calls incoming and outgoing to our facility. The only calls I can find unreturned to this customer
were ones left that said "hi this is _____ ________, please call me back". We have several people who answer the phone and when a message with just a name and no phone number is received we usually search the invoice list for the customer and call back the customer via the number on the invoice. This customer ordered the transmission under a different name
and with several customers with his surname and not a matching first name they did not know who to call back.
#5. I had tried to contact this customer via email and phone twice to get this problem resolved before me and the customer were actually able to get together via email.
#6 I would like to personally apologize to this customer if he feels that he has not received the service he should have
and I will make sure anything else he needs in the future will be handled quickly.