Date: Thu, 17 Jul 2008 16:34:38 -0500 (CDT)
From: Stephen Taylor
Subject: rare reply from Chapel Hill Tire
My name is Steve Taylor and I’m the manager of Chapel Hill Tire Car Care Center at Cole Park Plaza. I monitor these posts daily and also feel that there is quite a bit of useful information shared across this community by this chatlist and think personally that Gene does a great job. I would also like to think that the majority of stories spread on here are impartial and are spread for public benefit. However, there is a disclaimer on the bottom of the chatlist because Gene in his wisdom knows that not all information on here is accurate, or impartial. “The contents of the digest do not necessarily reflect the opinions of Chatham Online, the Chatham Journal, or Gene Galin. We make no warranties, either expressed or implied, about the truth or accuracy of the contents of the Chatham County Online E-Mail Digest.”
I will start by saying that anything that involves human decisions and behaviors can lead to errors daily and I hope we have responded fairly and quickly to the complaints and mistakes made by me and my employees. I take responsibility for these experiences and apologize if they did not live up to our customers expectations. With that being said I read alot of experiences on here that I was not informed of during or after and it is impossible for me to rememdy any of these situations if I’m not aware. We track all rechecks weekly and have a very minimal amount compared to other high volume shops, and I would be happy to sit down with any individual and go over our quality control process’s.
We help maintain and repair tens of thousands of local cars a year using the various vendors parts and suppliers, and stand behind them with a two year/24,0000 mile warranty. We love our Chatham customers and Chatham County and have invested a great deal into providing them with the best service experience possible, while providing thousands of dollars to local charities and organizations. All I’m asking for is a chance to rectify any situation that we are at fault or grievance that we can help provide a solution to before public accusations are made. I would also like to invite questions or visits to our establishment and allow us to show youthe processes that insure that our successful repairs and services that dwarf our mishaps and mistakes.
In conclusion I would like to personally thank our loyal Chatham customers that has allowed us to be successful in Chatham County and let them know how hard we are working to make their experiences even better and minimize our mistakes even more. We are having our best year ever and our customer service index is 9.62 on a ten point scale. That index is given by our customers and they are picked at random and by repair. That is credit to great customers and great employee’s. As I reflect on this post I think there are a lot of peple out there that really likes us and for that, my greatest thanks.
Sincerely,
Stephen Taylor
Store Manager
Chapel Hill Tire Car Care Centers
Cole Park Plaza
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