Just over 4 years ago, I wrote an article about how much damage an irate customer can do in the digital age: Unhappy Car Buyer Gets 110,000 Views on YouTube.
This case has been going on for over 7 years and it appears that it's finally been resolved. The dealer was able keep the case out of court and with an arbitrator (they won that battle). But - the arbitrator ruled against the dealer and awarded the customer $10,393 plus legal fees of $324,724. Ouch!
As if that's not bad enough, the YouTube video trashing the dealer now has over 1.3 MILLION views!
By the way, this battle was over a used car that sold for roughly $9,000...
The obvious question seems to be: was it worth it?
How does your dealership handle customer complaints???