rdover
Registered user
I am a medical supplier and I risk losing my licence to supply medicines if I cannot prove that I am handling 'complaints' properly. I subscribe to an OFT Approved Code of Practice and I can be fined or suspended if I am shown by the independent Trades Association to have not responded to a high enough level.
I never assume that my customers will come back - I work on the basis that they know they have a choice and I want to encourage them to make that choice in my favour. This does not mean I will allow myself to be taken advantage of but I would NEVER blame the customer for what is obviously, demonstrably and commonly a manufacturing problem.
For those products I am a distributor for I always err on the side of the customer and it is clear to me that BMW here in the West of Scotland do NOT do that. BMW cynically rely on the cost of legal action being more than the repairs to dissuade owners from suing.
I never assume that my customers will come back - I work on the basis that they know they have a choice and I want to encourage them to make that choice in my favour. This does not mean I will allow myself to be taken advantage of but I would NEVER blame the customer for what is obviously, demonstrably and commonly a manufacturing problem.
For those products I am a distributor for I always err on the side of the customer and it is clear to me that BMW here in the West of Scotland do NOT do that. BMW cynically rely on the cost of legal action being more than the repairs to dissuade owners from suing.
