From: Ian F

Sent: 20 January 2004 10:36
To: Andrew
Subject: Carcraft

Good Morning Andrew,

Please find attached a copy of an E Mail which was sent to you on 15th January. We have yet to receive a response, particularly given that your vehicle is currently off the road.

I look forward to receiving an early reply.

Kind Regards

Ian P Fogerty

-----Original Message-----
From: Ian F
Sent: 15 January 2004 17:29
To: 'Andrew’
Subject: RE: Help needed with a problem with my vehicle.

Thank-you for your E Mail sent to 'Noel' this afternoon which has been passed for my attention.
It is always disappointing when I receive E Mails from customers who feel that we have not performed to the high standards that we expect.

With regard to the fault which occurred so soon after purchase on 8th August 2003, I can fully understand your frustration. I have spoken to both Customer Services and Nationwide Automobile Cover at some length regarding this and they have asked me to pass on their apologies. However, it is a pre-requisite of all warranties that the servicing is carried out and it is incumbent on you as the keeper of the vehicle to ensure that the necessary maintenance is carried out, this is important as the correct preventative maintenance is crucial in maximising your vehicles lifespan whilst minimising the cost. Your vehicle should have been serviced within the sooner of the first 6,000 miles or 6 months of your ownership as per your warranty application. As you are aware you have failed to comply with this requirement and as a consequence both Customer Services and Nationwide Automobile Cover were unable to assist.

However, at Carcraft we have traded for in excess of 50 years and would not have done so if we were unsympathetic and rigid in the treatment of our customers, indeed over 80% of our customers would recommend us to their friends and family. I would not wish to suggest that we are perfect and we have a number of initiatives in progress to enhance the level of recommendations that we receive. Even though the servicing requirement has not been met and as a valued and existing customer I would like to make a goodwill contribution to your repair of £500.00, if you would be so kind as to forward the invoice for my attention to Carcraft of Rochdale Ltd, Langland Way, Spytty Road, Newport. NP19 4PT I will arrange for a cheque to be forwarded to you by return.

Kind Regards
Ian
Group Operations and Purchasing Manager