Customer complaint of swirls/holograms over 3 months after truck was buffed? what!!?

Q

quamen

New member
A customer called me today,well actually his secretary and said he is complaining that his blue gmc 1500 has swirls and holograming on it? It is obvious he wants me to buff it for free, and take care of it. I detailed this thing at least 3 months ago and it was perfect. I even called him several times afterwards and he said it was great! What would you guys do in this situation? When i detailed I buffed all the holograms out that the last detailer put in a week ago, and it came out great. I also used a product with no fillers so i know they were truly gone!
 
A customer called me today,well actually his secretary and said he is complaining that his blue gmc 1500 has swirls and holograming on it? It is obvious he wants me to buff it for free, and take care of it. I detailed this thing at least 3 months ago and it was perfect. I even called him several times afterwards and he said it was great! What would you guys do in this situation? When i detailed I buffed all the holograms out that the last detailer put in a week ago, and it came out great. I also used a product with no fillers so i know they were truly gone!
 
were the swirls all over the vehicle? What products did you use? did you use a rotory.



If the swirls were just here and there id do a real quick polish n wax just to shut him up and maybe something like IP andthem OCW.
 
were the swirls all over the vehicle? What products did you use? did you use a rotory.



If the swirls were just here and there id do a real quick polish n wax just to shut him up and maybe something like IP andthem OCW.
 
I used foam pad glaze and a sealant for his truck. No his truck wasnt in for service since i last saw it, and i used the rotary at 1500 rpm blue buff pad.
 
I used foam pad glaze and a sealant for his truck. No his truck wasnt in for service since i last saw it, and i used the rotary at 1500 rpm blue buff pad.
 
Maybe he just neglects it a lot. That is weird that he is saying something now 3 months later. He should of said something sooner if he wasnt satisified like within a week or 2 tops.
 
Maybe he just neglects it a lot. That is weird that he is saying something now 3 months later. He should of said something sooner if he wasnt satisified like within a week or 2 tops.
 
You used a glaze? Glazes usually fill and not remove surface defects. It is not right, however, for him to call you three months after the fact. I would offer to to it again at a discounted rate, but not for free. This time use a true polish, and not a glaze.
 
You used a glaze? Glazes usually fill and not remove surface defects. It is not right, however, for him to call you three months after the fact. I would offer to to it again at a discounted rate, but not for free. This time use a true polish, and not a glaze.
 
well it is Dk polish and they call it a glaze, but i talked to the owner and he says it does not contain any fillers what so ever.
 
well it is Dk polish and they call it a glaze, but i talked to the owner and he says it does not contain any fillers what so ever.
 
quamen said:
No his truck wasnt in for service since i last saw it.
Click to expand...



How do you know this?



I polished out rotary holograms on a black BMW last summer and it looked fine all the way through spring, they didn't reappear. Then last week, I noticed holograms all over his hood. I mentioned it to him and he said "oh yeah, I had to have the hood repainted after an accident."
 
quamen said:
No his truck wasnt in for service since i last saw it.
Click to expand...



How do you know this?



I polished out rotary holograms on a black BMW last summer and it looked fine all the way through spring, they didn't reappear. Then last week, I noticed holograms all over his hood. I mentioned it to him and he said "oh yeah, I had to have the hood repainted after an accident."
 
So much could have happened in three months to clearly justify it isn't your fault. If his truck is a garage queen and/or never really driven, and he knows how to properly wash a vehicle without inducing swirls (if he washes his vehicle), then you may have to take some good ol' customer service action with this one, but if it's on the other hand, I would look into this deeper, but just remain professional. You don't want a customer ruining your reputation for something that *could* not have been your fault. But, the most important thing is no matter what, still maintain good customer service even if it wasn't your fault.
 
So much could have happened in three months to clearly justify it isn't your fault. If his truck is a garage queen and/or never really driven, and he knows how to properly wash a vehicle without inducing swirls (if he washes his vehicle), then you may have to take some good ol' customer service action with this one, but if it's on the other hand, I would look into this deeper, but just remain professional. You don't want a customer ruining your reputation for something that *could* not have been your fault. But, the most important thing is no matter what, still maintain good customer service even if it wasn't your fault.
 
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