N S. AUTO PARTS

Auto Parts in CanadaNS AUTO PARTS is located at don lands 3 Somers owned by Nihal Shaikh with 30 staff member over 15 years we offer new and used car parts for all vehicle we are well known for our best customer services We are a member of the Automotive Trades Association of Atlantic Canada and the Canadian Federation

www.nsautoparts.ca +1 647 937 5521

We carry a variety of good used tires and batteries for your vehicle at very competitive pricing. Drop in and see what we’ve got.

5 Major complain of customer in auto-parts industries

Complain Type

Advertising / Sales issue Billing / collection issues Delivery issues Guarantee / warranty issues Problem with product / services

Complain related with product / service

Complaint: My name is john I would like to file a complaint against N S Auto Part in Toronto I purchased a car battery in Dec. 2015. The battery would not start my car. I took the battery in for a replacement. They charged the battery. I explained to them, that on a cold morning like today (1-11-2016) that battery will not start my car. And that is exactly what happen this morning. The store refuse to replace the battery. Advance is insisting that have my car checked. I will have it checked again, when they replace this battery.

Desired Settlement: I am seeking a refund, because I had to buy a new battery. I cannot afford to take a chance on a charged battery, when it is going to be 29 degrees here tomorrow morning.

Business Response: Thank you for providing us with the opportunity to address the complaint that Mr. John has filed. It is important for us to hear from our customers and we will strive to

2

meet your expectations.  We have reviewed the information provided and would like to apologize for the inconvenience our customer received. We have forwarded to CSR opportunity to the leadership team over the store. They will reach out to provide a resolution and will let us know once they has spoken to manager Thank you for allowing us to respond.

 Consumer Response: I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, john

Complain related with Guarantee / warranty issues

Complaint:

 Ordered a battery charger on December Order Number: 1245, gone bad in April, exchanged it in store as a new order after hard time from the store manager Order Number: 1245 it went bad again in July, I was picking up an order yesterday and asked them to exchange it for me since I'm there, they refused, although it has 2 years warranty. the charger has only 1 light one which is the power, nothing else, left on the battery overnight and it didn't even warm up and they insist that it's working fine and they can't exchange it. I'm not sure why I end up with a bad product, that has 2 years warranty and they don't honor the warranty

Desired Settlement:

 I need a new charger or my money back.

Business Response:

 Thank you for providing us with the opportunity to address the complaint that Mr. John has filed. It is important for us to hear from our customers and we will strive to meet your expectations.  We have reviewed the information provided and would like

3

to apologize for the inconvenience our customer received.  We see that online order 1245 placed on 5/19/15 has already been refunded.  We also see order 1245 placed on 12/28/14 for the same charger has not been refunded.  We would like to offer a full refund of order 1245 in the amount of $19.07 via check.  Once our customer accepts, we can mail the check to the name and address provided. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID 1245, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, NSHAIKH (C.S.R)

SO from the above conversation between customer and c s r of (ns auto) They follow follow-up following step

Listen complain patiently apologize Desire settlement Business response Seek the best solution Reach agreement Take action

At the end we can say that we respond customer positively

4

2 ways of NS auto follow-up customer

Basically to follow-up customer in our case we mostly preferred followingWays

1) Telephone 2) E mail

1) TELEPHONE FOLLOW-UP: Mostly we have customer records and their phone no. and full bio of vehicleSo we call them when they work accomplish.

2) E-MAIL :

With telephone we email customer about follow up and sending feedback form Attach service form and service form too.

5

PROBLEM SOLVING PROCESS

1.IDENTIFYFirst we need to identify and name the problem so that we can find an appropriate solution we may not be clear of what the problem is feel anxious confused about what is getting in the way of your goals.

2.EXPLORE when we clear about what the problem is we need to think about different angles.Such as how is this problem affected us? how is it affecting others.

6

3. SET GOAISOnce we have thought about the problem from different angle we can identify our goal what is that we want to archive something we may become frustrated by a problem and forget to think about what we want to achieve.

4. LOOK AT ALTERNATIVESWhen we have decided what our goal is we need to look for possible solution the more possible solution we find the more likely it is that we able to discover an effective solution.

5.SELECT A POSSIBLE SOLUTIONFrom the list of possible solution, we can sort out which are most relevant to us situation and which are realistic and manageable.

6 .IMPLEMENTS A POSSIBLE SOLUTIONOnce we have selected a possible solution we are ready to put it into action. We will need to have energy and motivation to do this because implementing the solution may take some time and afford.

7. EVALUATEJust we have implement the best possible solution. We may not have automatically solved our problem, so we evaluating the effectiveness of our solution is very important.

7

8