Ever have a really bad experience with someone… that was entirely your fault? They say you learn more from failure than success, but that doesn’t make the learning process any easier. In fact, when you’re a prominent face in the automotive industry like QuickJack, there are certain mistakes that should simply never, ever happen. Nevertheless, through a series of unfortunate mistakes, we ended up creating a mess and found ourselves with very unsatisfied customer. This is the tale of one customer’s journey with QuickJack. Meet John.
This Should Have Been Easy
John’s story begins like most customers’ stories. He did his research, selected the portable car lift that would fit his vehicles and placed his order. That should have been simple enough. Except, it wasn’t. The initial shipment arrived, according to John, “damaged and missing parts.” Yikes! We jumped on the case immediately and sent out the appropriate replacement frame. Except, we didn’t.
The frame we sent wasn’t a replacement for the side that was damaged. Double yikes. Since we’re keeping count, John now had three frames total: two working right-side frames and a damaged left-side frame. From there, things continued to escalate to the point that a complete retelling would just be repetition of the above. Like we said, it was bad.
A great boxer gets up after a knockdown. A great athlete competes even when the game is all but lost. A great company owns up to its mistakes and works to do right by the customer. We took our lumps, and rather than simply refund John’s money and take back his QuickJack frames (like he initially wanted), we decided to take drastic action.
Off to the Streets of Philadelphia
After extensive communication with John, we convinced him to allow us one more shot at meeting his expectations. The mission was to send our video crew to Philadelphia and personally present John’s QuickJack, lift his cars and try to win him back. To see how this story unfolded, please watch the short documentary we put together chronicling the journey.
All’s Well That Ends Well
The ending of this story is a positive one, and it took a lot of work to make it happen. We did all this because we want you and everyone else who sees this tale to know that we will do what it takes to earn and keep your business. No, we can’t send out the QuickJack team for every inconvenience that comes up. But, we will always, always, always work to rectify whatever needs rectifying. It’s how we do things around here. If you haven’t already, we hope you join us for a journey of your own.