Call Information
07517620896
9m 42s
Aug 1, 2025, 12:19 PM
VW Bath VW UK
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Original Call Recording
uploads/b7302904-952d-4c5f-a3ab-d4e47efead10.mp3
Call Type Classification
The call focused on a post-service inquiry regarding warranty coverage on previous repair work, which falls under service support rather than sales or parts ordering.
Short Summary
The customer called to inquire about warranty coverage on previous work done on their vehicle, and the agent attempted to assist by gathering information and advising the customer to have a third party contact a specific staff member for further help.
Concerns
The agent was unable to provide a definitive answer regarding the warranty, leading to a referral to another person which may cause customer frustration. The call had long hold/wait times and some hesitancy in communication, which could impact customer confidence. The customer expressed stress about the vehicle issue, but the agent showed limited empathy or reassurance. The process to resolve the query appears convoluted and not fully customer-centric.
Detailed Summary
The customer contacted the Bath service center to check if there was any warranty on work performed in November of the previous year. The agent collected the vehicle registration and customer details, then tried to locate the relevant information but was unable to find it in the system. The agent advised the customer to have their sister-in-law, who previously worked at the center, contact a staff member named James Hunt to clarify the warranty status. The call ended with the customer understanding the next steps but still somewhat uncertain about the warranty coverage.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 25/100 → Display: 76/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
Call is being transferred.
Please hold.
Good afternoon. Thank you for calling Bath and This Debbie. Anna speaking. How may I direct your call?
Hi. I just need to
see if I've got some warranty on on work that I had done.
Okay. So you've sorry. You've you've had some work done?
I did. It was last
November.
Okay.
So what were you trying to find out?
Where were there some, like, some sort of warranty on the work that I had done.
Oh, okay.
What was the registration? I don't know if they can look that back that far, but I'll certainly try.
It's
YP63
Yep.
HFD.
And do you know roughly when it was?
Let me just check.
I'm try I'm trying sorry. I'm trying to I'm trying to look back at my
photos with my sister-in-law because she used to work there.
It was it was before the November 10. I know that because we I drove to France. So it was
just before then.
And that's last year. Yeah? Yeah.
Okay. What was your name?
Sherry Davis.
Sherry Davis.
No problem. And let me see if I can get ahold of someone. One moment. Okay. Thank you.
So
Can I take that registration again?
Yes. YP63
Yeah.
HSD.
Is that Foxtrot
Delta?
Yes.
Yeah. Give me one moment.
In a minute. One's turned on.
Sorry, by the way. I was just trying to get ahold of someone. I just spoke to James. He says probably because he can't see anything on the system,
but they said the best thing to do is if you speak to is it your sister or sister-in-law,
Anya?
Yeah. Yeah. They said if you speak to her and ask her to call James Hunt
and then She said she was gonna speak to a guy called Neil, but apparently, he's off.
Yeah. So James Hunt just said if you can get her to call
him
Okay. Then they can try and have a go through it all.
Yeah. I just I just found out I I had it done on the November
5.
It's just lit literally yesterday, it started to do a similar thing, and now it's it's gone squeaky and very stiff, and I'm a bit stressed. Yeah.
But, yeah, that's the thing they said. They said if you just speak to her and get her to then call, but definitely to call James Hunt.
Okay.
Alright. I'll let know then. She is now, so they will know her. Okay. Alright.
Thank you. Thanks. Sorry about the wait. Bye. Bye bye. Thank you. Bye.