Please...PLEASE call Jesse!!!!

So, we have an issue with a customer right now. Unfortunately, she lives about 2 hours away from our dealership and it's not as easy of a fix as we would like.

Here is the situation:
She bought a minivan from us that has a navigation system. She claims that the DVD disk that the navigation works off of is broken. So, she sent it to us. Our sales manager and a sales consultant tried it in multiple vehicles that they had and found no issue with the disk. So, we sent the disk back to her....because our assumption is that there must be an issue with the system (hardware) itself because the disk works just fine. She said that she would like us to pay for the bill if she takes it into a dealership closer to her home. Jay has said that we would look at the minivan, at our own cost, if she brings it to us. Our service department is open 6 days a week. She does not feel that is acceptable and told our sales manager that she was going to call Jesse.

(Side note of explanation for those who are not familiar with KING 5 news in Seattle, WA like our sales manager. The news station has a reporter, Jesse Jones, that is an advocate for consumers and regular people like you and me. He uses the power of the media and exposure to get companies to be fair and/or solve situations for people. For example, there was a story a couple months back where a man was being sent to collections for a huge ADT security system bill for terminating his contract...even though he didn't have have a contract with them. He got Jesse and ADT backed down. Also, he will try products with ridiculous claims so the public knows if it legitimate or not. He once tried this super glue type of product that was supposed to mend fabric. He tested it in a wind tunnel. So, I see his value and what he does. He's a voice for those that might not have one otherwise. But, back to the story...)

Our sales manager paused and told Jay about the call he had on the line said...."Who's Jesse? She said she's going to call Jesse?" Jay said...."Um, Jesse? Like Jesse Jones?" So the sales manager said that we would be more than happy to look at the car to see what is wrong and that we want to do what we can. This car was purchased over ONE YEAR ago. Of course, there is no factory warranty left and no extended warranty was purchased. We do not know why it took so long to notify someone of the problem. Life gets busy though....I understand. Jay understands. That is why we are willing to do what we can...and diagnose the issue at our dealership at our cost.

So...as Jay was telling me about this....I started thinking. I hope she does call Jesse Jones! Maybe they will contact us and see that there is a family owned and operated dealership out there in this world that WANTS TO WORK WITH THEIR CUSTOMERS AND DO WHAT WE CAN TO MAKE THEM HAPPY!!!! We are willing to go the extra mile and do it with a smile even! Maybe they will do a news story on Spokane Chrysler and how the owner works 6 days a week and tries all he can to provide the best customer service around...and how RARE that this these days!!!

I don't know more what we can do. Jay and I hate having upset or unhappy customers. What is a good solution here? Maybe I should call Jesse Jones myself.

yy