As titles go that’s an odd one, but stay with me.
I’ve written before about my Citroen C6: Before Christmas a warning message popped up saying something was wrong with the hydro-pneumatic suspension which give the big Citroens their wonderful ride. A visit to the garage confirmed the problem was real – not a diagnostic issue, and lay with a part which rarely goes wrong i.e. one no dealer keeps in stock. It would be take a day or two to get the part and by the time it was fitted I needed to be at Tech-ed in Berlin. I expected the car to be ready when I got back, but it wasn’t. Having replaced the faulty part it turned out it had failed because of a fault in the hydraulic pump: this is beyond rare – Citroen UK told me later that they’d only ever supplied one before and that was after an accident, but I’m getting ahead of myself. The pump should have arrived before I got back from Tech-ed, but there was no sign of it. We then began a sequence where every few days I would call the garage or they would call me, and I’d get the news the pump had not arrived but would be there in a couple of days.
I’m not totally without patience, but after 3 weeks I was getting cross and started to tweet about it, and found Citroen UK on Twitter. So I posted things like Day 26 of my Citroen C6 being in the Garage. @Citroenuk promised to deliver the part today and they #Fail to. Now promising Thursday. It was partly to vent and partly to see if Citroen responded – if your organization is “doing social media” you really should know what you’re going to do if someone complains – we try to do this at Microsoft when it isn’t the “I hate Microsoft because they’re a big money making concern” variety. Citroen UK’s twitter account turned out to be someone from marketing who took enough ownership of the problem to get some information and make sure the right person saw it. That was how I ended up talking to Brian (I’ll keep his last name out of it – I can see just people calling Citroen asking for him). If Brian was trained in customer care (rather than doing it by instinct) his teacher would have been pleased: he apologized (sincerely – not in an over the top way), saw the customer’s point of view “I know Caterpillar have a ‘parts anywhere in the world in 24 hours, or Cat pays’ promise. You should be able to get a part here in 24 days for your top of the range model”, explained why it had gone wrong (the pumps showed as in stock but been taken to be modified to the latest specification), committed to speeding the resolution of the problem and promised to follow-up to talk about how Citroen could rebuild the relationship. I’ve had Citroens (7 of them) for 16 of the last 20 years, so I guess I qualify as a loyal customer they’d want to keep.
Brian had an unexpected spell off work so it was well into January by the time he got in touch, and offered me a choice of accessories as compensation. I wanted to be able to plug in a music player in the car – I’ve tried those little FM transmitters and found on a decent length journey they’re more trouble than they’re worth. The accessory catalogue had a “USB box” which plays MP3s. Some of the other options which Brian was willing to pay for were pretty pricey and would have felt like taking advantage, but this seemed OK. It took a while to get the kit and sort out a day to fit it, but it went in last week and I have to say it’s a pretty neat gadget. The handbook suggests it goes in lot of cars – Peugeot and Citroen across the PSA group; it has a USB socket which is powered, so will charge my phone (I’ve twice blown the cigar lighter socket fuse with cheap adapters), plus a dedicated iPod socket – which will work with my wife’s nano, and a 3½mm jack plug for anything else. I tried playing a few MP3s I’d copied to a memory stick – and the first impression was nice sound quality: the integration with the built in Stereo isn’t perfect but is quite good enough. But there was better news: it turns out the USB box plays pretty much any format, including WMA, WAV and even OGG format. Most of my music is in WMA format and sync’d to my phone, so just I tell the phone to connect in storage mode by default , plug it in (even if locked) and the USB box reads the files and plays them.
Playing OGG isn’t quite the advantage it might be when Co-pilot is installed on the memory card, because it uses OGG files for all its messages, and the USB box thinks it should play them – so the first thing it played was “Take 1st exit at roundabout” , “Take 2nd exit at roundabout” and so on. I set the files to hidden, interestingly file explorer on the phone ignores the hidden attribute, so I can’t blame the USB box for doing the same. It’s not an insurmountable problem, unlike its predecessors this phone has enough main memory to allow me to move Co-pilot’s sound files off the storage card. So that’s another plus for the phone.
And as far as the car is concerned it’s one more thing to like about driving it, I’ve had another, minor problem since which was quickly fixed and thanks to Brian I’m back in the happy customers column.
This post originally appeared on my technet blog.