Dear valued customer,
We have noticed an unpleasant video on your trusted Automobile service partner being shared around social media. We know you trust in Auto Miraj and the quality of our services. In order to keep you updated with this isolated incident which took place in April 2018, it was reported a missing front passenger carpet 20 days after the car wash was undertaken. At the time of our final control specifically, the carpets have been checked and acknowledged by the customer. The customer has requested to view CCTV footage, but we were unable to produce it as our backup system is only available for two weeks.
Subject to this incident, the customer has requested compensation for the full set of carpets. Even though this it is not our fault, the manager has respectfully accepted the customer’s request and agreed to find an alternative carpet from the market whereas customer insisted that we pay for a full set of carpets which he hasn’t agreed to. As this particular model carpet was not available in Sri Lanka, we offered various options but still, he was insisting to get paid in cash rather than the carpet. Due to this, we ordered the particular carpet from our foreign supplier and requested the customer to wait for its arrival.
During this period, the customer had been unprofessionally calling the manager out of working hours, sometimes middle of the night and passing various remarks and had been a real nuisance to him. If he got any further concerns, the manager has asked him to contact the head office and given our general manager's contact number as he has already ordered the carpet for him. Thereafter early June 2018, the customer had taken a picture of our manager from his personal Facebook profile and circulated his picture with various disgraceful remarks.
Due to the continued harassment, the branch manager lodged a police complaint to investigate the matter. When the customer was called to the police for inquiry, he has provoked our manager in various ways to upset him as he knew that he was recording it, but the video does not reflect the full conversation. The video is smartly edited and published to mislead the public highlighting the frustrated behavior of the branch manager.
We regretfully accept that this has happened, but it was in April this year. We do not condone with the actions of our manager as it is clear to us that the customer’s intention had been not to have a replacement of one missing carpet but to have a monetary gain.
The recent post & sharing on Facebook is carried out by an organized group of people whose who are trying to tarnish the image of Auto Miraj after three months from the recording was taken place where as a police investigation is still in progress.
If you may spare your precious time to refer to some of the comments, you might notice that some fake profiles with not more than 1 month of existence or similar are aggravating the incident.
After the original incident, we have taken many steps including changes in company protocols & procedures to meet the highest customer service. This includes training & evaluation systems. As a responsible organization, we have taken great concerns about the manager's behavior even he was provoked especially people patronize us with different intentions.
Our strength & courage is our valued loyal customers who understand this type of situations like you.
Kindly disseminate your positive experience with Auto Miraj amongst your contacts & we re-emphasize that this is not due to a missing carpet, and had been deliberately done by a group of people to tarnish our company image as our company is more professional than going in to a dispute with a customer for such a small issue of a missing carpet.
We urge the general public not to be misled by such articulated videos or stories which are spread to tarnish the Auto Miraj brand name.
Thank you.