Sam
Hi, it's Sam at Tesco Accident Management. How can I help?
Harry
Hi Sam, I'm just ringing as I'm pretty frustrated about the repair done to my vehicle. I only got the vehicle back yesterday, and the paint on the bonnet is already starting to peel off. I'm just ringing to ask for the vehicle be taken to a different garage so we can get this sorted.
Sam
Sorry to hear about this situation. I understand your frustration and that you want to get your repairs done elsewhere. However, I just want to let you know that all repairs have a 5-year warranty, and our policy is to allow the garages at least one attempt to correct the issue before we look elsewhere. I imagine the garage will be more than happy to get this vehicle in to rectify this issue for you.
Harry
Ok, but I'm not convinced that they're going to get it sorted for me.
Sam
I can see why you are thinking this; however, I think it's only fair to give them a chance to sort this problem out for you first. I'll also raise this as an expression of dissatisfaction so our team can support with this. Will that be ok?
Harry
Ok, I guess that'll be ok. But if it comes back wrong again, I'll want you to take it to another garage to be fixed.
Sam
If there are any more issues, please feel free to contact us, and we will look into this for you. So for now, I'll contact the garage and organise for them to get this vehicle back on site to get this fixed for you.
Harry
Ok, but I'll need a replacement vehicle for when it's in the garage, can this please be arranged?
Sam
Ok, I will request this from the garage and instruct them to provide a courtesy car, which may be a 1 litre vehicle. If you require anything bigger, you would need to discuss this with the garage, but please be aware that they are not always able to do this.
Harry
But I've had a hire vehicle for my repairs, why can't I just keep using that?
Sam
Your fleet only approves the hire vehicle for the original duration of repairs, and it is the garage's responsibility to provide a replacement for any rectification work. If what the garage offers is unsuitable, you can discuss with your fleet to see if there are any other options.
Harry
well, that doesn't seem fair, so I will discuss this with them then. Please contact the garage to get the repairs fixed and ask for a replacement vehicle, and I'll contact fleet if I need anything bigger.
Sam
Ok, apologies again for the situation. I'll discuss this with the garage today. Is there anything else I can help with?
Harry
No that's all today. Bye.
Sam
Thank you for your call today. Take care. Bye.
