HUGH REID

Mssrs. Henry Skoda - City Centre 151 Kyle Street Glasgow G4 0DS Dear Mssrs. Henry SD06LTZ

Many thanks for all of your many recent communications and Customer Satisfaction survey forms. Let me assure you that I truly stand in AWE of your chutzpah! Following my most recent experience of Henry's Service Centre its clear that the left hand doesn't always know what the right hand is doing. Your publicity department obviously hasn't heard of the modus operandi of Mystic Mog, the mechanic who diagnosed the rattle coming from underneath the bonnet of my carwithout even looking at my car. Having been parted from slightly over 1000 only a week and a half before and then having to rearrange the following Wednesday's schedule to bring my car back to get the headlight aim fixed which I paid for and didn't get first time around, I foolishly thought you might not mind "Taking a look". And so it seemed and I rearranged my Saturday to fit in yet another trip to Henry's. Then Mystic Mog struck. I don't blame the nice man who called me an hour and a half later to re-rearrange my Saturday with the Remote Diagnosis, as I suspect Mog was really working from MY diagnosis; a foolish mistake given how much I know about cars. That's why we have mechanics though I guess even ones that can't be bothered to speak to you personally when they're behaving outrageously. I was dumbfounded to the point where I had to end the call. Thank Providence I didn't end up in a ditch though because I'm still waiting for a call back to ask how my rattle is and apologise for wasting my time. I didn't really want to leave it to Providence though so I took the car to the garage round the corner just in case your mechanics had put as much effort into my car's suspension as they did to the headlight aim. Those nice old guys had the car up on the ramp in a jiffy and showed me the work Henry's did and we all agreed it looks like good solid work. The rattle was coming from something else obviously. And do you know those nice old gents wouldn't take a penny for the time? Guess which garage I'll be going back to. It won't be the one that gave me the car originally, after a week to sort out some faults I'd asked to be fixed before buying the car, but with the faults still extant, or the one that then sent me an invoice for doing the work subsequently. You can check previous correspondence about that. It won't be the one that said it would keep an eye on the faults with the alarm system I pointed out during a service visit, which Allied Cars had already told me was a broken alarm horn, covered by the warranty; that was the same garage that discovered the alarm horn was broken on the next visit, by which time said warranty had expired. That's all Henrys, of course.

You could argue bits of those but that would the same churlish semantics that allowed Mystic Mog to discount the headlight work as a possible cause of the rattle, then ignore the suspension work of the preceding week, and brilliantly blame welding work done by Allied Cars 3 YEARS ago all without even seeing the car! I suspect he's actually taken offence at my querying work done by Henry's. How could I? Shocking. Tcha, typical customer! Well then how about the car's horn, one note of which had stopped working, and which was replaced by Henry'swith one that plays the same note as the other one? I have the evidence to this day of possibly the only Skoda in Glasgow with a one-note, two-tone horn! Maybe Ill give you a toot next time Im passing as a reminder. With a record like this everyone at Henry's should just be ashamed and stop sending me stuff in the post. Really that's my only annoyance nowadays. The rest, as they say, is tax-deductible. I think it's funny that you think I'm going to fall for this yet again or indeed ever again in the whole of my life. I know I know: don't ask don't get. But, being perfectly serious now, I insist that you remove every last trace of me from your records. I don't want any more mail or phone calls from you. That's all. Simple. But I swear that if I get one more communication from Henry's that doesn't include a tearstained apology written in blood I will find some way of asking Skoda directly to MAKE you leave me alone, even if I have to learn Czech to do it. You can even fill in the satisfaction survey for me and put down "Overjoyed" for every answer if you like: I don't care. But please erase me, delete me, cease, desist and try to behave better to your remaining customers. They pay you plenty and deserve decent treatment. I really wouldnt like anyone, even Mystic Mog, to take this personally. Anyone thats taken the trouble to speak to me in person from Henrys has always been really nice. Mog should be less sensitive is all: maybe if everyone was nicer to him he wouldnt get so smart-alecky with the customers? I dont know for sure. The rattle has stopped for now Im hoping it fixed itself as opposed to anything else. Thats all I wanted, you see, I just wanted the rattling to go away. Should have been simple and wasnt. I promise I wont bring it to you if it reappears. Truly no further communications required though. No calls, no letters. I love my Skoda in spite of everything but Im telling you now, Ill be getting the next one elsewhere. I trust this makes my position clear and look forward to never hearing from you again. Sincerely