Empathica Service at the Bridgestone Dealer in Orlando

BRIDGESTONE/FIRESTONE IN ORLANDO

This past summer, I purchased one tire at the Bridgestone dealer in Altamonte Springs, FL (Orlando area) on Route 436 – addressing a slow leak in the front passenger’s side tire. In retrospect, I should have purchased 4 tires but at the time — didn’t realize my tires were 8 years old — the treads were fine but the inside rim was really showing its wear. A dangerous driving situation, especially when traveling many miles from home. At the time in the Bridgestone dealer, I was already late for my niece’s graduation party and in my haste, I thought replacing just one tire would save me time and I’d deal with the rest later.

After the party, I closely examined the other 3 tires and knew they should be replaced before heading back home. Because my family had to do some shopping at Costco in Altamonte Springs, I decided to purchase comparable Bridgestone tires at Costco — wanted to stay with this brand and getting them at Costco would be quite convenient. Being offered free tire rotation for the life of the tire also solidified the deal.

Bridgestone Image from Twitter.com

After replacing the tires at Costco, I sheepishly called Bridgestone to see if I could return the one tire that had about 50 Florida Turnpike miles on it. The manager was unavailable so I returned the call hours later. Eventually, Tony, a representative from Bridgestone, said I could either use the cost of that tire for some other service or get a full refund. That was indeed service oriented and I was quite impressed knowing that I had driven about 50 miles on the one tire and the dealer would still refund the money. After the call, I was trying to determine a fair deal with the dealer. Perhaps get a 50% or 75% refund instead of requesting the full amount? I was leaving for Illinois the next morning so my plan was to return the tire later that day to get a refund, as I would not have a chance to exchange the tire for any future service work.  Unfortunately, a significant tropical storm hit late that afternoon with many inches of rain hit the area. I didn’t make it back to the store by closing.

The total cost, including labor came to around $165.00 but unfortunately, I left the following morning at dawn and so I couldn’t make the trip — my mother-in-law’s husband returned the tire and received a full refund of $165.00. They certainly kept their word about returning the tire and in my mind, were customer centric during this entire process. I was glad to see the Bridgestone dealership in Altamonte Springs engage in the same type of Empathica Service that I receive from the Bridgestone dealership in my home town of Libertyville, Illinois. Since being home from the Sunshine State, I have had the opportunity to recommend tires to a friend and didn’t hesitate by saying “Bridgestone.”

 

 

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

1 Response

  1. Awesome things here. I am very happy to see your post. Thank you so much and I am having a look forward to contact you. Will you kindly drop me a e-mail?

Leave a Reply