Bad Customer Experience
Name: …Bin Liu………………
Group: …2……………
TTEC4849 Business Practice and Vehicle SafetyCustomer Story of a Bad Experience
Instructions: Divide up into small groups. Read the following story, and
discuss the following questions in your small groups. Then write your answers
in the space provided.
This is a true story.
The year was about 1958, in California, before there were strong consumer
laws. Don Higgins owned a laundry and dry cleaning business, in which he
used one of the new Volkswagen bus trade vans for his deliveries. He would
pick up dirty clothes from businesses (like restaurants and auto repair shops),
clean them and deliver them back. He liked his Volkswagen van: it had lots of
space to hang the clothes and it got good fuel economy. Up until recently, it
had been very reliable. But lately the engine wasn’t running very well. The
engine was regularly missing and had low power.
So in the morning, Don took his van to his local auto repair shop. He told them
it needed fixing, maybe just a tune up, and he got a ride back to his cleaning
business. Then in mid-afternoon, he went back to pick up his van.
To his surprise, the van wasn’t ready. If fact, the repair shop owner showed
Don the engine that was now out of the van. The exhaust valve for number 3
cylinder was burnt, causing the poor running engine and lack of power. The
shop owner said he could have the engine fixed and back in the van in 3 or 4
days. And the bill would be about $400.00. (In 1958, this was a lot of money.
Don’s monthly mortgage on his house was only about $120.00 per month.)
Don was very upset. He was so upset that I (Steve McAfee) heard about this
as the little boy who lived next door to Don.
Discussion Questions:
1. From Don’s point of view, what was wrong here? What did the shop do
wrong that upset Don so much. (After all, they were fixing his van.)
Answer: Don only think his van needed fixing, and just a tune up. But the shop does not let Don know and take the engine out of the van, so Don upset.
2. From the repair shop owner’s point of view, what was wrong with Don
getting upset at them? What did they do right or wrong?
Answer: The shop owner does not let Mr Don know and just take the engine out of the van.
I think the shop owner did wrong because take the engine out of the van is a big job and will be cost a lot so if he want to do this before have to let the customer know.
3. What should have been done in this circumstance? If you were Don, what
would you have wanted to be done?
Answer: The shop owner have to ask the customer and told to the customer what does he think about the van got any problem than the customer will be make the decide.
If I am Mr Don I would like the shop owner just wait me and let me to know what's problem and how to fix it and how much will be cost.
4. When the repair was finished, and Don went to pick up his van, he took the
van and did not pay the whole repair bill. Did the repair shop have the right to
hold the van until they got paid?
Answer: Yes.
5. If Don took the repair shop to court, what would you have ruled if you were
the judge? Should the repair shop pay for a replacement rental vehicle?
Should Don pay the whole repair bill? Should the repair shop pay Don for lost
business because he could not pick up and deliver clothes to his customers?
Answer: Consumer Guarantees Act
Yes, the repair shop has to pay.
Yes, Don has to pay the repair bill.
Yes, the repair shop has to pay Don for lost business.
6. What New Zealand laws relate to this story? What do New Zealand laws
say should have been done in this case?
Answer:
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