Chikezie Nwosu on LinkedIn: Enketo Express for KoboToolbox

As a teachable moment for those in charge of Corporate Communications and Reputation management in their companies, I will be posting an update to this, with more definitive information, following the weeks of engagement with some more senior folks in Coscharis.

Coscharis GOC Coscharis Motors PLC

Has anyone bought a car from Coscharis Motors PLC?

I was sold what I now consider to be a defective car in 2017, with some sensor that I have to replace almost every year at a huge cost. The mileage on the car is still very low and problems started within a year of purchase. We now use the car very sparingly (treat it like a nest of eggs).

The last time the car stopped functioning is the reason for my posting this here.

Yet another sensor went bad, and after billing for it (and getting paid) they now indicate that the same old sensor has gone bad AGAIN and are asking me to bear the cost of this.

This is either a scam, abject unprofessional practice or simply unscrupulous business ethics.

It’s not all about making money (seems it is with them and in Nigeria though)!!

Your customers’ experience must be of the highest quality for you to be a good or great company.

If others have similar experiences with them, or other car dealers, I’d like to read about it here as SM has become the only outlet to ensure Consumer protection in Nigeria.

Updated with the case of Kelechi Ojukwu:

https://lnkd.in/dgdA26hz

In other climes, I’d have them running 🏃🏾♂️ kitikiti and katakata. 😁

Cosmas Junior Maduka #quality #experience #people #businessethics

Here’s an update:
Following this post, which was done because the initial Customer service person did not address the issues and attempted to blow me off (‘nothing else can be done’), I have received calls from two top people in Coscharis who have apologized (irrespective of whether I was right about my case or not) and have promised to take some action.

I found these calls very courteous and professional and, I might add, surprisingly pleasant given my previous experience with their front desk staff.

There’s a lesson here – sometimes the reputational damage to a company is done by people at the lower rungs who think they have nothing to lose.

Coscharis must drive their ethos of customer service across the entire organization to avoid such grievances being aired.