Dear Umesh,
Firstly I would like to apologise to you for having had such a recent bad experience across Autotrade-mail and I would like your permission to contact the offender with possibly sending the following.
Dear S,
As you are aware a unique and powerful part of our system is that we allow dealers to trade directly amongst themselves. It is however, in everybody's interest that we take any complaints about dealers not "playing the game" very seriously.
We have received a number of complaints about your business and whilst I do not want to go into specifics of these complaints, it seems only fair to bring this to your attention. Whilst I appreciate that there are always two sides to a story we do log complaints to see if a pattern emerges against particular businesses.
We have run a "three strikes and you are off" policy for a number of years which has served our Subscribers well. As much as we value all of our Subscribers it is vital that everyone involved with Autotrade-mail is "playing the game" and therefore no single subscription is worth affecting this balance.
Unfortunately I feel we need to notify you that this is strike 2. On the Legal page of our website we do have a Best Practice section designed to help Subscribers minimise any potential misunderstandings that could occur when dealing with other Subscribers.
Please be assured that it gives me no pleasure to write to you in this manner but I feel it is vital to the future of Autotrade-mail.com that we act on complaints accordingly.
I would like to thank you for reading this letter and if you would like a further opportunity of discussing any aspect of the above please do not hesitate to contact me. Kind Regards,
Kevin Watson (FIMI)
Operations Director
Autotrade-mail.com
Obviously the offender, having 308 favourites would indicate to me that they may have had a recent change of staff but once I engage with them, will I understand more.
Also Gavin is absolutely right; it is difficult to control how dealers act on a given day.
Therefore it is very important for us to monitor trends and take measured action, what is nice is that when we do have to send out a 2nd strike letter over 95% do not go on to re-offend, I like to think that it is due to a number of reasons, firstly, it is unwise to get a bad reputation in a close nit tough industry and closing doors just does not make good business sense, secondly I do think human nature is one of not wanting to be disliked, thirdly they hopefully take value from their subscription with us.
I appreciate that this be of small consolation, when the offender has caused a direct cost to you or your business but please do take some value and comfort from the fact that in all probability they will act more professionally going forward and not cause another fellow member aggravation or costs, (if we are informed).
Umesh, I’m sorry for so many words but as James Baggot mentions we do care about trying to improve the industry to whom we serve, supporting all of our vetted loyal subscribers, I look forward to speaking with you soon.
Kind Regards
Kevin
