From: rajiv@hilltop.mitre.org (Rajiv Kohli)
Subject: Discrimination at Mitsubishi
Organization: The MITRE Corporation, Bedford, MA
Distribution: usa
Date: Tue, 14 Apr 1992 15:34:26 GMT


	This is the text of a series of conversations I had
	with Nashua Mitsubishi's Manager, Avery Beland, in Nashua,NH.
	If you are as upset as I was after reading this please register
	your dissatisfaction by calling this dealer or the Mitsubishi
	headquarters and complaining.

	Nashua Dealer:	603-888-8080
	Mitsubishi:	(800) 222-0037
	Complaint#:	52292 

Thanks
Rajiv Kohli
rajiv@mbunix.mitre.org
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Attachments:
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Calls - 1,2,3
Complaint letter to Mitsubishi,etc
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The following are the text of the conversation:
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Call 1: %
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Rajiv:	Nashua Mitsubishi

Rajiv:	Could you connect me to the Service Dept

Sect:	Hold on

Bill:	Service

Rajiv:	Can I have an appointment for a service

Bill:	Bring in anytime, weekday

Bill:	What car?

Rajiv:	Diamante

Bill:	Where did you buy it

Rajiv:	Mass

Bill:	What is your name

Rajiv:	Rajiv

Bill:	Hold on, I will transfer your call

Avery:	What is your name?

Rajiv:	Rajiv Kohli

Avery:	We have a spot for you on July 12

Avery:	You are only sour that I didn't buy fom you

Avery:	Never, that is the difference between buying from us. You
Avery:	should go to your selling dealer and talk about PDI

Rajiv:	What is that

Avery:	Pre Delivery Inspection

Rajiv:	But I have been told you can go to any dealer

Avery:	Yes, but we are over booked

Rajiv:	May I have your name

Avery:	Avery Beland, I am the General Manager.

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Call 2: %
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Rajiv:	May I talk to Bill Gordon

Bill:	Speaking

Rajiv:	I would like to have an appointment to get allignment on
	my new car.

Bill:	Your name

Rajiv:	Rajiv

Bill:	Where did you buy it

Rajiv:	Mass

Bill:	You called yesterday

Rajiv:	Yes, Did Mitsubishi call you

Bill:	Ah! yes. I have to give you to the General Manager

	Long wait

Avery:	Hello	

Rajiv:	Avery

Rajiv:	Avery, Can I confirm the appt that you confirmed with 
	Mitsubishi

Avery:	July 12

Rajiv:	They said - Feb 12

Avery:	Listen, call who you want to. July is best we can do

Rajiv:	But you mentioned Feb 12 -- minutes ago

Avery:	Sure

Avery:	I am not going to service you at all. You should have 
Avery:	bought from us.

Rajiv:	But I tried.

Avery:	Look, Call Mitsubishi. I will give them Feb. You call
Avery:	I will give you July, ..ah ah asshole. I have salesmen
Avery:	dying for a sale. We fed you. We played with your kids

Rajiv:	So you expect me to have bought at 2K more.

Avery:	We would have beaten any price.

Rajiv:	You know I gave you three chances.

Avery:	No you didn't. You fucking liar. You bring the car here
Avery:	and you never hear the end of it. You know I have the ball.
Avery:	..........
Avery:	So call it colour. Here is the difference. You are fucked now.
Avery:	You came to us that you wanted to buy a car. We gave you the
Avery:	best deal.

Rajiv:	But that was 2k above invoice. I told you I am getting at
Rajiv:	1% above invoice....beat it.

Avery:	You are such a fucking liar. Motherfucker bastard. You son
Avery:	of a ........
Avery:	
Avery:	C'mon why are you doing this to me. You know I called CJ twice.
Avery:	He said he would call you at home. He never called back.

Rajiv:	Yes he did. He told me.

Avery:	No, he didn't

Rajiv:	In fact, I called him anyway the next day and he apologized.
Rajiv:	He did. He was sorry.
Rajiv:	
Avery:	Listen Mr. Smart Ass. Your ass is rolled. You bring the car
Avery:	here and you never want to see it after that.

Rajiv:	What did I do wrong.

Avery:	You-did-not-buy-it-from-us.
Avery:	We have to feed our family too. My salespeople have a family too.
Avery:	.........
Avery:	You should have bought it here. You think you a smart fucking...
Avery:	from ....go home

Rajiv:	You are still going to make money. I don't see how you are losing

Avery:	shut up

Rajiv:	I don't have to listen to this

Avery:	Don't. You will to me. You should have bought from me. that was
Avery:	18k, no 19k

Avery:	no 18999.

Rajiv:	But it was used.

Avery:	Only 2500 miles. I told you. You have trouble understanding. We
Avery:	had an ad to sell it.

Rajiv:	I know you advertised it.

Avery:	I am glad you didn't buy it, we sold it for 20,700

Rajiv:	You mean you sold for 20.7. But you advertised for 19k..18,999

Avery:	Yes, see you have understanding problem, go back. Learn English.
Avery:	It-was-a-good-buy.

Rajiv:	But you told me if I moved any dealer would service it

Avery:	Yes

Rajiv:	So why don't you

Avery:	Not yours.

Avery:	What colour did you buy

Rajiv:	silver

Avery:	You are such a fucking ....

Rajiv:	Why. Don't say that.

Avery:	You said you wanted beige

Rajiv:	But I got a good price.

Avery:	You say principle. That is the last time I deal with guys
Avery:	with principal.

Rajiv:	What has principal to do with colour.

Avery:	Listen you are stuck. ...... You are through in war. smart.
Avery:	flashed dollars, came in late every evening. We tried to serve
Avery:	you. spent 3 hrs. fed you

Rajiv:	A piece of cake.  So you expect me to buy for higher price

Avery:	played with your kids

Rajiv:	What has that to do with purchasing.

Avery:	
Avery:	We are we give service.........friendly

Rajiv:	Is this

Avery:	U r cooked go to hell. u r not getting service. go to Mitsubishi.
Avery:	there.have them bring here.

Rajiv:	So you won't service my car at all. 

Avery:	No we will. If we are forced  to but..Don't bring it here. ur car we 
need...come
Avery:	won't come. We know you will never come back which is why I
Avery:	am showing you.....You bring the car here..cooked. Mitsubishi
Avery:	can dealing with u. we are shut. We called, you are not comming
Avery:	here. u know that. ashole fucker.

Rajiv:	hey wait

Avery:	u r not here. Next time you bring come for the car 5-6 years.
Avery:	You will want to come to us. Because no deal.......
Avery:	u didn't come by which you could even get what you wanted.
Avery:	You are such a bastard.

Rajiv:	What

Avery:	You are a fucking bastard..go to hell. never seen a fool
Avery:	like you. Never want to.

Rajiv:	But I saved money

Avery:	What is more important service or money.

Rajiv:	Both

Avery:	You are not going to get service here..I tell you what. I
Avery:	would have loved to sell u a car. I sold 2 that weekend and
Avery:	I would have loved to sell u .3. 

Rajiv:	So u r selling.

Avery:	Sure we are selling.

Rajiv:	But u said ur salespeople ...not selling, nothing to eat.

Avery:	We have to sell more to keep us going.

Rajiv:	So ur cost are higher

Avery:	no

Avery:	We sell more. We have to sell more. 

Rajiv:	I don't understand.

Avery:	C u don't understand.

Rajiv:	I guess I don't. What do I have to understand. I bought a
Rajiv:	car at a lower price.

Avery:	Sucked, color u could have

Rajiv:	I don't care

Avery:	C u don't care. Now u bear the burden. man u should have
Avery:	bought it from us we would given everything no trouble at
Avery:	all. I would have given u 20 days of license plates.

Rajiv:	But it is only $10

Avery:	It's service. C now u find out the hard way. U r such a
Avery:	fool. no ur a idiot. u missed the chance of good service. I
Avery:	can explain to you all day but u wouldn't understand. it is
Avery:	service. it is color u will c. u bring the car we will have
Avery:	fun.....i am overbooked till july. 

Rajiv:	But u said Feb to Mitsubishi. 

Avery:	Listen fool. U r never going to get me to
Avery:	service the car. ur done.u should have bought from here.

Rajiv:	OK, I will trade with u. how much will u give for my car.

Avery:	ok it is used. u got it for 19. maybe 17, if it is not
Avery:	scratched. u have to leave it here for me to see. 
Avery:	u didn't have the right color. U ended up with the X color. U 
should
Avery:	be divorced with ur wife. U didn't even know what u want.
Avery:	U had it all with us. all u had to do is buy it and would
Avery:	all been ok. We sat here for 3 hrs. u made me run around u
Avery:	made my sales ... u laughed with us. u wasted my time. u
Avery:	bought somewhere else. go to him. tell him to fix the junk
Avery:	he sold u don't come here to us crying. Man ur such a
Avery:	fucking asshole

Rajiv:	C'mon on. Why r u doing this

Avery:	Because u asked for it. u bought from somebody else. we
Avery:	drove u around played with ur kids, fed u. talked to u. we
Avery:	had what u wanted. we could have given u. I told my manager
Avery:	to sell it to u. 

Rajiv:	But he never called me. He should have called me. Then I
Rajiv:	gave him another chance to sell me. beat the other dealer.

Avery:	No he did call u. u r such a liar. 

Rajiv:	No I am not. Why don't u check  ur tel log. He made no call
Rajiv:	to me.

Avery:	Yes he did. I believe CJ. 

Rajiv:	That's right CJ, I talked to him before I bought the car.
Rajiv:	He didn't beat the price. He said he would call ur house.

Avery:	He did. I told him to sell the car to u. 
Avery:	
Rajiv:	He didn't call me. I am telling u, he didn't. He should
Rajiv:	have. 

Avery:	He did u fucking liar. U r such a color idiot. Born like
Avery:	this. all faghead.

Rajiv:	C'mon I called him the next day. He apologized. He should
Rajiv:	have beaten the price. I told him in Mass, I have 3 days to
Rajiv:	break the contract. 

Avery:	He called u. We can .. all day but he did call u. I
Avery:	checked, we played with ur kids, fed u, gave u a good deal,
Avery:	u came nights we wanted ....car. What do u do go buy it
Avery:	from where

Rajiv:	Mass

Avery:	right and u bought it at what

Rajiv:	19183

Avery:	see I was selling at 18999. but u wouldn't..and u go wrong
Avery:	color, wrong place. go there u fool

Rajiv:	but the car u were selling is used.

Avery:	It had ABS, my service.

Rajiv:	I didn't care for ABS..

Avery:	u r right. now u don't have to. I sold it man for 20.7

Rajiv:	But that more than the sticker price.

Avery:	It was a good buy.

Avery:	U don't have it. u can't have it. it is sold. I think we
Avery:	can't ..anymore. u should have bought it here.

Rajiv:	Thanks, have a nice day.

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Call 3: %
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Bill Gordon called and left a message with the sect.

Tue Feb 11 11:39:24 EST 1992 Call returned - Bill Gordon from lab

Bill Gordon denied that the later date (meaning July) had ever been given
and that he was willing to service the car as a gesture of good service.
Denied all the threats and foul language his manager "Avery" had used
specifically the use of the term "bastard"...Although he admitted that
he was next to the phone listening to the conversation time and again
and that atmost the word "shit" had been used numerous time.



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The Attorney General's office strongly suggested that the car not be 
taken to this dealership in light of all the threats that were received.
A note of the complaint was registered for future customers who would be
checking for references
--------------------------------------------------------------------------
Dennis Cini of Mitsubishi Corporation of America has taken note and 
strongly
suggested that the matter will be disciplined internally and not to take a
chance on the car by taking to that dealership.
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John Wittee of Lundgren Mitsubishi also tried to accommodate me with 
another
dealership in Portsmouth,New Hampshire. However, that is again a 35-40 
miles
away
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To,

  President, Mitsubishi Motors - JAPAN
  President, Mitsubishi Corp - USA
  Attorney General, New Hampshire
  Better Business Bureau, New Hampshire

Subject: 	Breach of Contract and Vulgarity/harassment

DATE:	26th of March, 1992

Complaint
Reference #: 52292 - Complaint Receiver - Dennis Cini

Dear President,

On the 18 of Jan, 1992 - on the eve of my 5th wedding anniversary, I 
bought a new car "Diamante" from Lundgren Mitsubishi, Auburn - 
Mass, after a lot of price comparison shopping. We picked the car on 
the 21st of Jan, 1992. Delighted to have purchased one, we didn't know 
the nightmare that awaited us from Nashua Mitsubishi, New 
Hampshire who were not able to sell their car at a premium price. 
Nevertheless, they wanted the equivalent price of a new car for a used 
car.

 I must praise the professionalism of Mr John Witte of Lundgren 
Mitsubishi in dealing with us and giving us a counter offer (beating the 
price of all other dealers in NH and Mass)  over the phone. He 
accomadated us at a late hour and even counter offered on the best 
interest rate available by arranging a loan rate of approx 0.5% less 
than we had been able to obtain. After having driven the car for a 
couple of weeks we realized that the car strongly pulled to the left. We 
contacted the service department of Nashua Mitsubishi on the 3rd of 
Feb, 1992 only to speak to a foul mouth manager who claimed that the 
earliest he could accommodate us would be July 12, 1992 - over six 
months away.   (Please note also, that July the 12th happens to be a 
Sunday and the dealership is closed for service appointments) This 
appointment was suggested and committed to us by the manager of 
Nashua Mitsubishi - Mr Avery Beland. Refer to  attachment for 
transcripts of abuse, denials and threats from this manager.

Having being denied the option to go to "any dealership" to get an 
alignment  I called up your Hotline number (800) 222-0037/(609) 
467-7186 to get a clarification of the "Any dealership" terminology and 
explained to them the problem I was encountering with Nashua 
Mitsubishi. Mr Dennis Cini, explained that all dealerships are expected 
to attend and service all Mitsubishi customers - irrespective of where 
they were purchased.Mr Dennis requested some time to straighten this 
out and called Nashua Mitsubishi. Mr Avery Beland, cleverly disguising 
his attitude and lying, politely remarked to Mr Dennis Cini that the July 
12 date was never given and that perhaps "Mr Kohli misunderstood 
the date given to him and that the correct date was Feb 12th, 1992 and 
that  Mr Kohli should call back to confirm his appointment". Please note 
that it is very difficult to misunderstand "Feb 12" with "July 12" or 
"02/12" and "07/12" as they are phonetically different and have 
nothing common in tone. Mr Dennis Cini, after his call with the Nashua 
Dealership, suggested to call the dealership back and reference him as 
the mediator for future appointments.I did call Nashua Mitsubishi only 
to hear verbal, racial abuse and foul language. As I was getting a big 
run-around I decided to keep track of the conversation by writing 
down the conversation. Attached is the conversation typed out for ease 
of reading. I can furnish you the original hand written notes. The 
vulgarity of the conversation is beyond comprehension and without 
doubt  "Denial of Service" which I am entitled to receive as per our 
contract which covers  problems bumper to bumper for a period of 3 
years. I informed Mr Dennis Cini of the abuse. Mr Dennis Cini then 
generated the above Complaint Reference number and commented that 
he believed the dealership was sour on a sale gone bad and it would be 
unsafe to take the vehicle to the dealership. He also promised that the 
matter would certainly be taken care of internally. Later, he provided 
the names of the alternate dealerships in the area.

Since then, I have gotten my car serviced from Denooyer Mitsubishi in 
Albany, NY (where my parents reside) for an oil change and re-
alignment. The alignment adjustment has lasted about a fortnight and 
is now pulling to the left again. Needless to say, I expected a flagship 
car to be of much better quality and not expect these alignment 
problem, abuse in trying to get the vehicle serviced, paint coming off 
the electric lock button markings and the passenger side of the 
dashboard squeaking after the first month. In addition, Denooyer 
Mitsubishi has not called me now for a month to inform me about the 
arrival of the part and to arrange an appointment for the replacement. 
Please note that, in addition, I have previously owned a Toyota Corolla 
and a Nissan 200sx and have never encountered such poor quality and 
service problems. I have clocked more than 150,000 miles on each of 
these car since 1979 and I am proud to say that they have ticked like a 
clock. I never have had to go to the dealership for manufacturing 
defects, only for scheduled maintenance.

I have waited for more than a month to hear from Mitsubishi Customer 
Service but have had no reply. I have no idea what "internal" action 
has been taken to remedy the problem. I cannot avail of the benefits of 
taking my car to the dealership in the town I live in. I fear of the day I 
may need to take the car there for emergency repairs as the the 
manager has threatened to vandalize the car to the point of introducing 
problems, and verbally harassing me with such words, "I will regret I 
ever bought the car". With his attitude and threat I have concluded 
and would like to inform you that his attitude has threatened the 
safety of my family in an event I am forced to take the car to him for 
emergency repairs. The reason being that Nashua Mitsubishi is the 
only dealership in the city I live in and an emergency can befall 
anyday. If any accident should occur due to "malicious service" of my 
vehicle I will have no resort but to approach Mitsubishi for damages.

With this said, I sincerely hope that the issues raised in this letter can 
be resolved in a timely and in an amicable manner.

				Thanks

								Sincerely,


								Rajiv Kohli

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