At Car Toys, your opinoins and feedback are important to us, and we read every comment card, email, web comment, and letter submitted by our customers — we really appreciate the feedback and suggestions. It’s helpful to know what we’re doing well so we can continue on that path, but also helpful to know what we may not being doing well so we can continue to tweak our programs and training for a better customer experience. Continual improvement for maximum positive customer experience is something Car Toys takes a lot of pride. It also helps when you hire the right people, too, which is what I want to highlight today.
Car Toys customer “D.W.” (name withheld by request) stopped into our Lewisville location to upgrade her car stereo with a unit that featured Bluetooth hands-free connectivity and also decided to get her car detailed. Install Manager, Damian Arcibar also noticed that the customer’s radiator was leaking and went above and beyond to make sure she was taken care of, including avoiding a costly tow and storage fees, and even making sure her car was safe and secure while she recovered from an unfortunately timed car accident!
Kind Words from Car Toys customer, D.W.:
“I was directed to you by the HR Department. I am writing to let you know about exceptional above-and-beyond service that I received at one of your stores. This occurred a couple of months ago, and I have been out of the country for a time, but it is never too late to say Thank you and to recognize good work.
I recently purchased a vehicle, an older model Mercedes. I took the car to the Car Toys store in Lewisville, TX, with the intent of upgrading the stereo system and adding a bluetooth phone device. I received excellent and attentive service from the staff and found the system in the price range that fit my needs. In addition, I spoke with Damian Arcibar, the installation manager, and also decided to have the detail service on my vehicle. I left the vehicle overnight and Damian and his team installed the new system and also completed the detail service. I was amazed at the results of the detail service! The vehicle looked like it was freshly painted, all of the odors from the interior were gone, all the stains on the carpet were gone, the leather interior was very clean, the headlight covers looked like new. Exceptional job and very worth the price. The stereo and hands-free phone system were also installed well and looked and performed great.
That alone is enough to warrant excellent service, but my story does not end there.
While my car was waiting at the Lewisville shop for me to pick it up, Damian noticed that my radiator was leaking. He immediately called to let me know. Damian, totally of his own accord, took time to do a quick check of the radiator and discovered that the seal was broken and all of the water was gone. Of course this made the car un-driveable. I was at a loss as to where to have the vehicle repaired. Damian knew that a repair shop was very close to his store there in Lewisville. When I arrived to get my car, Damian took his personal break time from work to escort me to the repair shop to ensure that I made it safely. He also waited with me while the mechanics looked at my car and gave me an estimate on the repair. Unfortunately the news was not good and the radiator had to be replaced. I decided that I would have another garage do the repairs, but I was still at a loss as to what to do with the vehicle in the meantime. To save me the expense of having the vehicle towed, Damian offered to house my car at his shop overnight until I could get a wrecker to tow the vehicle or find a repair shop close by. I accepted his offer, and he followed me back to the shop to make sure I made it safely.
All of Damian’s actions were far above and beyond just customer service, but kindness and chivalry on a personal level. But again, my story does not end there.
I left my car at Damian’s shop and a friend was taking me home. On the way home, we were in a very severe car accident; hit from behind at a high speed by a driver who was texting! We both suffered significant injuries and my friend’s car was destroyed. Due to my injuries, I was not able to return for several days to pick up my vehicle from the Car Toys shop. I notified Damian of what happened and he assured me not to worry and that they were happy to keep the vehicle until I was able to return for it. After several days I was able to finally pick the vehicle up and get it to a repair shop.
This whole series of unfortunate events caused my vehicle to remain at the Lewisville store for approximately a week. To say “thank you” is grossly insufficient to truly express my appreciation to Damian and all of the team at the Lewisville store who went so far above mere customer service, but gave of their own time and their personal assistance to help me get through a very challenging time. It is important that Car Toys know what an exceptional team they have at the Lewisville store and I strongly urge you to recognize their service in a special way.
With sincere thanks and regards,
Have a story to share? Email us! We’d love to hear from you.