Customer Support

However, United Radio customer Etien Gonzalez felt that the service he received from our Bill Regan and his Chrysler Feature team in the E2A building, warranted 10 stars. This piqued our curiosity. Here’s the story.

“Etien was having a problem with the courtesy lamps in a 1999 Prowler that belonged to his
mother.” explained Bill Regan, a 36-year employee with United Radio. “She liked to take the car out on trips around her Florida home on weekends. The way Etien described the situation, it sounded like an intermittent electrical problem, so we asked him to send us the Prowler Body Controller to look at.”

One issue Bill’s team had to deal with in trying to solve this problem was getting the test equipment to work properly, especially because the software updates for the 1999 Prowler have been discontinued for some time. Eventually, Bill’s team felt they had the problem solved and sent the unit back to Etien. Unfortunately, the problem persisted.

“That’s the nature of electronic devices, especially with intermittent problems, you think you have it solved, you test it and the unit works fine, but when the customer gets it back, this issue appeared again. Sometimes the solution is cut and dry and other times they aren’t, and it takes some time to figure out.  All my techs are really good at figuring out these issues. Matt Daniels was really helpful on this particular project.”

But, to help provide a quick solution for this customer, Bill had Etien send the unit back and, in turn, giving an exchange for Etien, and returning it back to him at no extra charge.

“That solved the problem and made Etien happy,” said Bill! “I talked to Etien on the phone a couple of times during this process and the last time to make sure the unit was working properly in the car. The car was working fine, and his
mother is happy. That’s the main thing. If you don’t have happy customers, they will find other places to go. I still
remember taking our Customer Care course in the 90’s with Arnie teaching it and this was one of the first things he had us learn.

You can have customers who will tell you they are not happy right away, and you can work to solve that problem. You can also have customers who will not tell you they are unhappy, but they will tell 20 of their friends that they are not happy with our service and those 20 friends could tell 20 more and all the sudden you have a bad word of mouth
situation. That’s one of the worst things that can happen. So, you just want to make sure the customer is happy and the best way to do that is to ask.”  Here is the review that Etien wrote by visiting our Google My Business page!