Coming To An Understanding

(I am working at a car dealership in the service center, and I receive a phone call from a customer complaining about a repair that was done but doesn’t seem to have fixed the problem.)

Me: “Good afternoon. [Dealership] service. How may I help you?”

Customer: “I had a repair done a little over two weeks ago, but the same problem persists with the air conditioning.”

Me: “I am sorry to hear that, sir. When can we have you back down here to inspect the vehicle?”

Customer: “Well, I live over an hour away; I don’t want to drive down just to be told you don’t have the part in stock and it needs to be ordered. I want it fixed right this time. I have an appointment for 4:30 today to have it inspected.”

Me: “Okay, sir, I understand. Coming in today, we can check the vehicle out, but if it’s more than a part we need to order, the wait could be long enough to warrant a courtesy vehicle, which I don’t have at this time.”

Customer: “I understand that.”

Me: “If it was a part that needed to be ordered, and I ordered it now, I still wouldn’t have it until tomorrow.”

Customer: “I understand that.”

Me: “So, would you like to reschedule, or do you still want to come down today?”

Customer: *sighs* “No, I still have the appointment today; I guess I’ll come down.”

(I really wonder what he thinks is going to happen, since he understood everything I said.)