Sytner JLRS Division
Oliver Mann (L) & Andy Penn (R) (left), Head of Business & Head of Aftersales, congratulating Kelly Campbell.
Award Winner, November 2024
Our Making it Special nomination for the month of November is Kelly Campbell.
Mr Lawson has bought cars from us before but more recently from Solihull. Mr Lawson had an issue with the sat nav not working. The car was taken into Solihull for investigation. Solihull said they had fixed the issue but when Mr Lawson checked the next day, the sat nav was still the same. Mr Lawson called Solihull to re book but they advised it would 6 weeks until they could get him back in.
Mr Lawson called us to see if we could take a look at the issue as he has cancer and his wife was struggling to get him to the different hospital appointments with the sat nav not working. After several attempts over the phone trying to rectify the issue Kelly sent Mr Lawson a CITNOW clip of how to change the sat nav from Belgium to the UK. Mr Lawson struggled with this so Kelly asked if Mrs Lawson could pop the car down to us so we could change it for her.
When Mrs Lawson arrived Kelly and Richard tried to change it from Belgium back to the UK but the car would not change back. We asked Mrs Lawson to take a seat in the waiting area so we could take a quick look in the workshop. After an hour of trying to reset the work Solihull had failed to do we found out the module was corrupt and would not update.
The car was 8 months out of manufacturer’s warranty with no extended warranty in place. The workshop raised a FRED which was approved and Kelly took it upon herself to raise CRC case for 100% goodwill due to the poor experience the client has been through with Solihull and his uncertain time with his illness. The CRC case was later approved at 100%.
The client was over the moon with the outcome and hopefully this has restored the faith back in the Brand and Retailer network, they came back and dropped off a gift and thank you card for Kelly.
Well done!
