An open letter to Randy Parker SVP of Infiniti

[Beaunecrusher]

Sorry if this, my first post causes any offense. Mr. Parker keeps sending me surveys, and won't talk to me.


Dear Randy,
I was delighted to learn that you want to know what I am thinking. This happens every time I visit the showroom. Several times when I bought the car, actually even before I bought the car, at the time of buying the car, a few minutes after I bought the car and every month for the first three months thereafter. Then you e mail me every time I bring the car in for a service, any problems . Over the last five years I have owned an Infiniti, you have contacted me one hundred and thirty eight times. I can't believe that somebody as busy as you has the time to keep sending me surveys.

I am really desperate to tell you what I think. I have a few questions and comments.
I want to know why you took away memory seats, and why you no longer stock red Q40s, my only concession to middle age. I loved that color; and I know which one is mine, when I am looking for it in the Stew Leonard car park. I want to know why you took out the ping on the camera when I got too close to another car. Did it really save the company that much money? I want to know why you put Bridgestone tires on my Infiniti in New York, when you know it is the only state where those tires are not warrantied.

And most of all I want to know how you could have replaced my beloved Q40 with that nasty Q50.

Somehow I didn’t think any of these questions were getting answered. So I decided to contact you directly, so I picked up the phone, and called Infiniti headquarters in the US, and asked to speak to you. Before long, I was speaking to a young lady who told me that you were not available. I explained that you had sent me many many e mails. I thought it was only polite to respond, after all you have had taken so much time and you are obviously concerned. And no wonder: I am, I understand, what is called a loyal customer, and this is my third Infiniti.

Well the young lady who answered the phone felt you had better things to do than talk to me. Her exact words were you "did not talk to people." I am assuming that this is not altogether true, as I am sure you speak to colleagues, friends and family; the people you don't talk to are your customers. That is why the hired gun you employ as a firewall explained. I could always tell her what I thought, and she would pass it onto her superiors. I did extract a promise from her that you would not send me any more e mails, since it appeared that you were more interested in abstract answers rather than finding out what your customers actually want.

But much to my surprise, I get another e mail. You must have felt that you were missing something, because when I took the car in for a New York state inspection, within two days you e mail me asking for my opinion. I am shocked, but I admire your persistence. My problem is that this may be a waste of my time. I understand that you are a busy man, and you would prefer me to fill in the survey. But it doesn't seem to do any good. Far from improving my car, you took away a lot of things that made it great, including the ping and the option to have it painted red.

Well, Randy, I am sorry to have spent so much time on this, but I am getting mixed messages. Do you really want to know what I think, or you just going this exercise so you can tell everyone that all decisions are based on customer feedback? Because if that is the case, I have a lot of friends who are not entirely happy with what is happening at Infiniti. I feel a little responsible, because I have recommended the car to a few people. Hopefully you will take the time to really get to know your customer, because at the moment I can't help feeling that you have no idea whatsoever what he /she is thinking. Which brings us back to your survey...

Best,
Mark

[13_SkylineSedan]

Excellent.

[audtatious]

Alrighty then....

[NRGM45]

How much do you wanna bet mr Randy Parker does not drive an Infiniti around ? My guess would be a high end BMW. LOL

[Starter]

I love your letter. Too bad no one in a real position of authority at Infiniti will ever read it.