Mr. Gerald Ramoin
General Manager
Performance Auto Mall
1810 Durham-Chapel Hill Blvd.
Chapel Hill, NC 27514
Mr. Ramoin,
Usually, I do not write letters to companies, especially regarding exemplary service received from one of the company's employees. However, I recently had a very gratifying experience with the Acura Service Manager, David Voci.
It began when I experienced significant engine problems with my 2006 Acura RL. The vehicle was not operable and was 3,000 miles out of warranty. Mr. David Voci, the Acura Service Manager, took it upon himself to notify Acura of the peculiar problems with my vehicle. Based on Mr. Voci's description of my vehicle, Acura agreed to pay for a significant portion of the repair costs.
Mr. Voci went above and beyond his responsibility to ensure the problem was resolved and that it was repaired correctly. He made sure the engine was not just repaired, but replaced. He personally kept me informed of his correspondence with Acura and the status of the repair of my vehicle. He deserves recognition for his customer service and a job very well done.
Additionally, the service coordinator and the mechanic were both very helpful. The service coordinator allowed me to discuss the repair with the mechanic. I felt that also went a bit beyond normal customer service expectations. It helped me understand what went wrong and difficulty in getting the problem properly repaired.
All in all, I had an excellent service experience under very difficult circumstances. Until this problem occured, I was very happy with my vehicle and enjoyed driving it every time I got behind the wheel. When the nature of the problem was discovered, I knew that my satisfaction with the vehicle may change. The outcome of the repair would determine whether I would be very happy of very angry to have bought an Acura. Thanks to Acura and your Acura service team, I am very happy I bought this vehicle.
Thank you for all your efforts and I hope everyone at Performance has a very happy and prosperous New Year!!
Cordially,
Roger
cc: David Voci
General Manager
Performance Auto Mall
1810 Durham-Chapel Hill Blvd.
Chapel Hill, NC 27514
Mr. Ramoin,
Usually, I do not write letters to companies, especially regarding exemplary service received from one of the company's employees. However, I recently had a very gratifying experience with the Acura Service Manager, David Voci.
It began when I experienced significant engine problems with my 2006 Acura RL. The vehicle was not operable and was 3,000 miles out of warranty. Mr. David Voci, the Acura Service Manager, took it upon himself to notify Acura of the peculiar problems with my vehicle. Based on Mr. Voci's description of my vehicle, Acura agreed to pay for a significant portion of the repair costs.
Mr. Voci went above and beyond his responsibility to ensure the problem was resolved and that it was repaired correctly. He made sure the engine was not just repaired, but replaced. He personally kept me informed of his correspondence with Acura and the status of the repair of my vehicle. He deserves recognition for his customer service and a job very well done.
Additionally, the service coordinator and the mechanic were both very helpful. The service coordinator allowed me to discuss the repair with the mechanic. I felt that also went a bit beyond normal customer service expectations. It helped me understand what went wrong and difficulty in getting the problem properly repaired.
All in all, I had an excellent service experience under very difficult circumstances. Until this problem occured, I was very happy with my vehicle and enjoyed driving it every time I got behind the wheel. When the nature of the problem was discovered, I knew that my satisfaction with the vehicle may change. The outcome of the repair would determine whether I would be very happy of very angry to have bought an Acura. Thanks to Acura and your Acura service team, I am very happy I bought this vehicle.
Thank you for all your efforts and I hope everyone at Performance has a very happy and prosperous New Year!!
Cordially,
Roger
cc: David Voci