Sonnie’s Porch

After a great experience in the Medical Mission, I have to contend with the inefficiency of people working with the insurance of my car

“With less sleep and tired of the 5-6 hour trip from Baguio, I went straight to the repair shop to fetch my car. Please understand that I intend to use the car for the philantropic activity, however, I opted to have the minor scratches repainted because I stand the chance of losing my eligibility to claim since I am close to the expiration period. I thought, the Baguio trip could be the best time since the casa is also requesting for 3 days. I received confirmation from the insurer to proceed. For the next 3 days, I received no call nor advise of any problem, until I arrived from Baguio and already on my way to get my car.

To my surprise, the repainting was not done! I lost my patience and hell almost broke out.

For the life of me, I can’t understand why (1) I was given confirmation to proceed with the repair. Have I known, I could have use the car for the trip and brought my son along. I found out later that the concern has nothing to do with me but an internal procedure. (2) I was not informed of the problem when office is open. I only received word on the day that I’m suppose to pick up the car. And that is already Saturday.

Tired and hungry, I demanded for an explanation from the repair shop and I aslo insisted on calling the Insurance office even though they are supposed to be close. I am fuming mad and can’t wait for Monday to vent my frustration to the insurance company. I was able to talk to the “boss” by phone who happened to be at the office. I requested for an explanation but accepted no alibis. Customer relations, I said, is supposed to be guided by mutual respect. While I don’t believe customers are always right, am firm believer that commitments should be honored and internal bickering should not affect the customer.

To address my concern, the “boss” waived my share of the cost of repainting job. Plus a complete replacement of the scratched headlight and bumper protector. A value added treat to appease an angry customer.

Not bad, though I initially demanded for a service unit while my unit is unavailable.”

I am sharing this story to highlight that Philippine companies do understand customer relations and service. For sure we read mails circulating in the internet of poor and insulting customer service allegedly by local companies. My reflection on the incident are as follows (you may add your insights from the story):

1. Some staff working for us do not share the same passion, thus, don’t care how customers felt.
2. There are companies who value their customers and get out of their way to win back respect and loyalty.

I would like to make special mention of the staff of the insurance section of Wheels Inc. for their ability to handle “raging” customers. And Joefrey, the “boss” from Federal Insurance who handled the situation very well.