Chevron, the final chapter

[threadwalker]

I got an e-mail from Chevron Corp today. They had the wrong station and I just had to let them know about my final conversation with the station owner, so I responded. I doubt I'll hear from them again.




"Chevron Consumer Affairs Group" <conaffrs@chevron.com>
01/04/2008 05:03 AM
To: <denise.robello.b@bayer.com>
cc:
Subject: Station - Case No. 00256193 -PSPV



Dear Mr. Robello,

Thank you for taking the time to contact Chevron regarding your visit to
your local Chevron retailer located at 710 Woodside Road in Redwood
City, CA.

We sent your comments to the retailer that owns and operates this
station to make him aware of the incident so that he can take corrective
action. We know that as a business owner who values customer goodwill,
he will counsel his station management to ensure that this does not
happen again.

Chevron is committed to providing excellent products and services to our
customers, and when this does not happen we are very disappointed. It
is very difficult to be knowledgeable of all events at all stations,
however, customers such as you enable us to take corrective action when
we are able.

Thank you for bringing this matter to our attention. We apologize for
the inconvenience that it caused.

Contrary to the incident that you described, we sincerely value you as a
customer and hope this incident will not keep you from patronizing
stations in our retail network in the future.

Sincerely,

Patrick Santiago
Consumer Connection Specialist

Consumer Connection Center
Chevron Products Company

PO Box 4000
Bellaire, TX 77402-4000
Attention: Consumer Connection Center

Phone Number: 1 800 962-1223
Fax Number: 1 866 756-1522
Email: conaffrs@chevron.com

My response

Dear Sir,

You have the wrong Chevron station. This occurred at the Chevron on Whipple Ave in Redwood City, not the station in Woodside.

I have spoken to the owner, Robert Oyster, who says he feels bad that his manager was not more polite, but he also defends his managers reluctance in helping me, indicating that the manager was not in a position to make promises about getting my card back to me. He also pointed out that they could not afford to fill my car with gas because they did not make enough money on their product to justify it. The points that I made to Mr. Oyster and will stand by are as follows:

1. Station employee blamed me for a faulty piece of equipment and was rude.

2. Station employee had to be confronted and I had to demand that he call his manager to seek more aid.

3. Station manager never introduced himself, never apologized and was content to make me wait until morning for aid despite the fact that I was over 60 miles from home. His efforts to aid me only occurred after I started to express my extreme displeasure and stress. I still don't know the name of the station manager.

I was treated with poor customer service and they created a hostile situation where I felt endangered for my welfare. Please make sure you forward this to the correct station owner. Although based on my phone conversation with the manager and my succinct outline of the situation, I am sure he is aware of the situation from my point of view.

For my part, I've informed the station employee at the time of the incident that his behavior was unacceptable. I informed the station manager at the time of the incident that his employee's behavior was unacceptable. I also informed the manager as well as the owner of my 3 points. As a former resident of Redwood City, I have also contacted my family, friends and associates in the Redwood City/SF Peninsula area and advised them to avoid that particular station. I have also spoken freely of the situation at work and in my on-line (internet) communities. The fact that the station owner and manager had no reconciliation towards me also plays a part in how this situation is evaluated by myself and others because it reinforces their behavior that they owed no aid in the situation. Please be advised that I have followed all the polite methods of corrective action involved in open communication and from here out freely advise everyone that I know of what happened to me as a way of protecting those that I care about.

Sincerely,

Denise Robello
___________________________
Senior Validation Specialist
SFF- Quality Assurance
Phone: 510-705-4629
Fax: 510-705-4201

Comments

[ermine-rat.livejournal.com]

Well you did the best you could within their framework.

On being "any" instead of "some"

[thread-walker.livejournal.com]

If I were a "Somebody" then they'd do "Something", but since I'm an "anybody" they will do "anything".

[j-i-m-r.livejournal.com]

You should have also pointed out to them that is is Denise Robello, not Dennis Robello ... "Dear Mr. Robello" was not appropriate.

[thread-walker.livejournal.com]

Yeah, but none of this was handled appropriately and it seemed nit-picky at that point. And if the person reading my e-mail had a different cultural background, they may not have recognized that my name was feminine. I've run into that before with folks who are Latino or Eastern European.