A Problem with My Van: The Quick Repair Service of a German Carmaker
University of Navarra - IESE Business School
May 29, 2007
Pablo and his wife have five children. As they like traveling by road with the whole family, often including the grandparents, they decided to buy a German van with nine seats.
On October 24, 2005, Pablo took the van to the a dealer to have the spare key repaired. But the spare key was not ready until 5 weeks later.
Pablo sent this case to the CEO in Spain of the carmaker and he got the following reply:
Having read very carefully what you grandly describe as case, I have the following comments to make:
I recommend that in future... you use the official complaints form or get in touch with customer service.
The action of posting your "case" ... seems to obey demagogic or exhibitionistic instincts rather than the ethical precepts to be expected of a professor.
Certainly, at Northwestern University, where I did my postgraduate work, the Ethics Committee would never have allowed faculty to give students a personal case.
What action plan would you recommend to Pablo?
Note: The Spanish version is available at: http://ssrn.com/abstract=989563
Number of Pages in PDF File: 4
Keywords: spare key, customer service, ethical precepts, Ethics Committee, action plan
JEL Classification: A13, D21, D23working papers series
Date posted: May 30, 2007
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