A real paper letter mailed in an envelope with stamp to the NAPA CEO got some action:
Mr. Durand,
Good morning. I am reaching out in regards to the letter we received for Mr. Donahue outlining your experience with sending in Oil Analysis Sample kit to Alstribology in Atlanta.
I first want to thank you for taking the time to reach out to us and making us aware of the poor experience you had. When we don’t know these things happen, we can’t fix them so for that, I want to say thank you!
Since receiving your letter last week, I had the opportunity to partner with multiple departments to determine the cause of this experience and I wanted to share back with you my findings.
Customer Service:
I first started with our customer service team due to your statement of not receiving a call back with an update. After partnering with the manager of the team, she provided the attached screenshot where agents were directed to call back any customers who reached out with issues related to the Oil Analysis Sample Kits. This was on 1/6/23—the same day that your letter was dated. I do not see anything in our notes that states we touched base with you again, please advise me if that is incorrect. In the meantime, we have followed up with the team member who handled your email and coaching has been provided on where the service level was dropped by not reaching back out to you to let you know the issue had been resolved with Alstribology.
Accounts Payable:
I then partnered with our Accounts Payable team to understand how we had an outstanding balance at Alstribology. Our manager of that department spoke with the Alstribology account manager and learned that NAPA does not pay for this service. This is paid for by one of our suppliers as a benefit of the partnership.
Category Management:
Our category management team owns the relationships with our suppliers. I have made the category manager who manages the relationship with this supplier aware of the issue. They are addressing this directly with the supplier to ensure it never happens again.
Mr. Durand, I again want to say thank you for making us aware of this issue and I apologize that we were not made aware sooner that this account was not in good standing. We now have this on our radar to ensure that our supplier keeps this account in good standing for our customers to use this service.
As an extension of my apology, I would like to refund your money for the oil analysis kit that you purchased. If you could provide me with which one you purchased, I will be happy to get a check sent in the mail for you.
Please don’t hesitate to give me a call if you’d like to discuss this further. My direct line is listed below. I look forward to hearing back from you.
Kristin Watts
Director, Customer Care
