“NEVER DID I EVER …” is a game some might play; but for me, it became an experience when dealing with DPF Australia. Exemplary customer service cannot begin to describe my interactions with Charlie and the events of the last few weeks. I had an engine light that refused to go away and everything pointed to needing a new DPF, but Charlie knew better. He took the time to chat with me about the problem and said to look further into it. So, I did – but my mechanic couldn’t fix it; after 3 days the auto-electrician couldn’t fix it; even a factory reset couldn’t fix it. I was getting desperate and could have been an easy and profitable sale, a customer over 1000km away and ready to part with over $1500.
It would have been a tempting prospect to any company in lockdown – but not to Charlie! His exceptional integrity, expertise and willingness to help, went above and beyond anything expected. After chatting with me a second time, Charlie then volunteered to speak with the auto-electrician and ran him through some tests to help determine the problem.
And you guessed it – Charlie saved the day. And what did he ask for all this? Nothing. That’s right – nothing. This honest, ethical and trustworthy man, who doesn’t know me from any other on a street, didn’t charge me a cent. Never did I ever! Thank you, Charlie. Thank you, DPF Australia.
Respectfully, almost a customer, Geoff.”
It’s a rare animal, a Hyundai Sonata with a diesel engine, but the same solutions apply. We believed that at 120,000 km, it would be unusual to find a DPF issue, but the dealer and the auto electrician were not able to see the problem. Once we walked them through the diagnostics, we found was a split hose. We really do know DPFs and are happy to support and supply the automotive and auto electrical industries. Or not, if a new DPF is not required. Happy to be one of the good guys!
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