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We appreciate all the feedback from our previous customers. Over the last year, we have been making a lot of changes from our staff, to how everything is handled. Many things have changed in the management side of things.
A certain level of error will always be there, that is why most corporate companies have an "after sales" department. We are required by ICBC to warranty everything that we do and we want to have the opportunity to know and correct upon mistakes that occur(ed).
Fixing a car i involves many components that can make it difficult on our side of the fence to achieve what we would like to achieve. Factors like previous problems with the car, old damage that is not relevant to the claim, Back ordered or difficult to get parts, accidents by employees such as scratches or dents within the building will occur, and solving these problems is our job. Some errors are more forgivable than others. There is nothing we can do about parts other than ordering them as soon as possible and as accurate as possible. Unfortuneately, there are hundreds of models of cars with tens of thousands of parts for each car that can come from all over the world. We had to wait almost 2 months for an 08 G35 rebar and front bumper. We requested Nissan Canada to write an apology to the customer, but they were still not happy paying their lease and driving a 07 civic for the duration of the repair.
Situations like a dent or scratch is simple. If you noticed something on your car that was not previously there, let us know and we will reach a resolution that is agreeable with both the customer and Bismark.
Fixing a car is usually straight forward, but with the amount of variables that we deal with, things don't always turn out exactly how we want it to.
We acknowledge there may be a margin of error, and would like to hear what they are so that they can be corrected upon.
In response to the rude comments that were exchanged, we sincerely apologize for what was said. In the last year, our focus was to improve the way in which things are handled, spending more time on certain small things that make a big difference. We are able to do this now because we have doubled our office staff.
If there is any way that the situations that happened in the past can still be corrected upon, we would love to be given the opportunity to correct it. Many times, a simple misunderstanding or a failure to communicate can result in catastrophic consequences. Please let us know what your concern is; by email or phone, or in person.
This wall of text probably hurts everyone's eyes by now, but it is really an honor that you have put such interest in Bismark to read this far; and for that I thank you for the opportunity.
In conclusion, my job at the shop is customer service, and I hope to make the neccessary changes to serve the general public better in the coming years.
Exposing myself here makes me personally responsbile for any situation that happens in the future.
Since I have chosen this to be my career, it means the world to me that anyone that brings their car to Bismark is heard and taken care of properly.
Thank you
Stanford Siu
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