Multiple choice

Directions: Read the following information and answer the question that follows.

A customer who had been complaining of fuel leakage from his scooter had paid to get a few components replaced through your service centre, to rectify the problem. He has come back just a day later and is creating a ruckus at the reception as his scooter is still leaking petrol. He’s loudly calling the service people incompetent and the agency people cheats on the whole. You get his scooter checked and find that the fault lay in an inexpensive torn fuel tank packing rather than the expensive components replaced. The customer has old parts still lying in the scooter’s trunk. Your agency does not allow refund of money.

If you are the Service Manager, what will be the most ethical decision on your part?

  1. Replace the torn packing and inform the customer that additional repairs have been done free of cost.

  2. Replace the torn packing, replace the new parts with old ones and pay the customer. You can sell the parts later to make good the money you paid.

  3. Replace the torn packing, replace the new parts with old ones and issue a credit note to the customer entitling him to free services worth the amount charged in future.

  4. Report the issue to the General Manager and let him handle the issue.
Reveal answer Fill a bubble to check yourself
C Correct answer
Explanation

This solution rectifies the error, compensates the customer for the unnecessary expense, and maintains the agency's policy against cash refunds by providing future service credit.

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