Insight nr. Ⅰ
The topic “wheels” has an average grade of 1,50 / 5 and occurred in 12 % of the reviews. Some customers complained that employees wouldn’t take responsibility for ruining their wheels during repairs. It seems that instead, they charged the customer for additional repairment, that was needed because of the damages they had caused. On several occasions, due to poor service, the wheels had been the wrong size, causing problems while driving the car.
Insight nr. Ⅱ
The topic “manager” occurred in 6% of the reviews and has an average grade of 1,00 / 5. Some managers had reportedly been rude towards customers and had made them feel like they were a nuisance. It seems that in some cases, the manager hadn’t been taking responsibility for issues but instead, blaming the customer.
Insight nr. Ⅲ
The topic “phone calls” has an average grade of 1,37 / 5 and occurred in 13% of the reviews. Some claimed that corporate never called back or that they told them they cannot help. It seems that they didn’t want to take any accountability for issues that had arisen.
There seems to be room for improvement in several areas. Above all, Discount Tire need to eliminate current safety risks by providing proper tire service that isn’t rushed. Moreover, treating customers badly and not taking responsibility for problems that occur is a big no-no. This in addition to blaming the customer shows us that the company really need to change the attitude that their staff has. They also need to look into the customer service, as it seems there are various problems when the customers call the company.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on ConsumerAffairs.
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