When I was in auto sales, I had a customer that had recently bought a pickup truck. It was brand new, and he needed to have some service work done on it, something completely legitimate that he needed to have done, and he was very, very unhappy with the service department. Now, I was in sales, so it was not my responsibility to work with the service department, but I had sold him this truck. Actually, I felt a special responsibility for that, so I had to pick up the baton and run with it. I liaised on with the service department and began to ask questions. Come to find out, they had some old data on their files, so whenever they tried to get in touch with him to schedule an appointment, they would always say, okay, we'll get back to you with a scheduled appointment. They were using old contacts.