I am not a owner of AutoZone stock, but I thought its owners would be interested in 2 letters I wrote to AutoZone recently. Their text follow.
May 14, 1998
John C. Adams Jr.
Chairman and CEO
AutoZone
123 S. Front St.
Memphis, TN 38103-3607
Mr. Adams,
My name is Carey Thompson. I have been a steady AutoZone customer since you opened your Colfax Av. and Cherry St. store in Denver, Colorado. I have bought tools, oil, spark plugs, hoses, wax and many other car care items from AutoZone, and have been impressed with the service and quality until today.
At the beginning of the winter of 1997 - 1998 my battery failed. I bought a Duralast battery from AutoZone as a replacement. I noted at the time of purchase the Duralast batteries had a 2 year replacement guarantee. During the past week this battery has not been turning over my car, so I brought it back to AutoZone for testing today. I disconnected the battery and brought it in to have AutoZoner Jose Soto test it. He tested and found it had a hole in the housing. Since the Duralast battery had a 2 year replacement guarantee, I asked for a replacement. Jose said I had to wait for his boss, Kevin, to come back before a decision was possible. So I waited.
Kevin arrived. I told Kevin I bought the battery last winter, it now has a hole in the housing, it is no longer reliable, and I need a replacement. Kevin's response was disappointing. He did not believe the battery could sustain a hole with normal use. His direct quote was "it does not happen".
Mr. Adams the battery did sustain a hole during normal use. Mr. Adams help me out on this matter. I am willing to pay a prorated amount for a replacement battery. Please contact both me and Kevin at the store so we can arrange for a replacement before the battery becomes totally "dead".
Thank you for your time
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May 19, 1998
John C. Adams Jr.
Chairman and CEO
AutoZone
123 S. Front St.
Memphis, TN 38103-3607
Dear Mr. Adams,
I wrote you last week requesting your help replacing a Duralast battery I bought at the store located at Colfax Av. And Cherry St. in Denver, CO. Yesterday, the store manager, Kevin, called me to state AutoZone would stand behind the 2 year replacement guarantee. After work my son and I went to the store to pick up the replacement battery. Aubrey, a helpful AutoZoner, asked us our business then immediately presented us with another Duralast battery - free of charge.
Thank you for your efforts
AutoZone has good customer service because they straighten out their errors |
