Will Recall This Customer To Refuse Service

, , , | Right | March 1, 2019

(I am the phone operator for the service department of an auto dealership. I receive incoming calls to the service department, and also send out calls for scheduled maintenance reminders, completed service, and recall notifications. I receive a call from a customer.)

Me: “Service Department. This is [My Name]; can I help you?”

Caller: “I received a call about a recall open on my car; I would like to find out what the recall is.”

Me: “I would be happy to find that out. Just a moment while I access your account.” *pulls it up on computer* “Okay, ma’am, I’m showing the open recall is for the evaporative canister, which is part of the emissions system.”

Caller: *screaming* “I swear to God, I hate your dealership! I had this taken care of! You need to take me off the f****** list!”

Me: “I’m very sorry, ma’am, but I must ask: did you get this done at a [My Automaker] dealership? Unless it is taken care of at a [My Automaker] dealership, the recall will remain open on your vehicle.”

Caller: *still screaming* “It doesn’t matter where I had the f****** job done; it was done, so take me off the list and stop calling me!”

Me: “I’m sorry, ma’am, this is a [My Automaker] national list. I do not have the authority to alter that list. If you—“

Caller: *still angry* “I know I’ve dealt with you before! You’re nothing but a rude, stupid, ignorant b****!”

Me: *banging phone until customer hangs up, breaking my keyboard in the process*

Service Advisor: *in the hallway with frightened look* “Are you okay?”

Me: “No.” *explains what happened*

Service Advisor: *puts a note in the system to refuse service to this person in the future*

(If this person got the canister replaced with an original part, that part must still be replaced with the redesigned part to comply with the recall. If she does have the original part replaced with the recall part at another shop, she can get reimbursed, but only by contacting [My Automaker]; otherwise, she’s out her own money. And if this part isn’t replaced with the redesigned part, she will likely fail the Illinois automotive emissions tests, and be forced to get the care repaired anyway. Knowing this makes me feel a bit better.)

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