COC document for VW Volkswagen (Certificate of Conformity)

Hi Mr. S,
we are very sorry to hear that you are not happy.
To clarify your service level: you´ve made an order March 14th and received the eMail with the PDF of the document March 16th – two days later. Due to the standardized and automated process of Volkswagen it always takes two working days, it is not possible to receive the document earlier. In rare cases if something goes wrong, it can take even longer. We can´t and won´t promise any faster delivery than that.
March 16th afternoon the shipment was picked up by UPS, it should have arrived one day later, Friday. As you can read in the tracking, UPS blames a strike for the delay of one day. Because of that the delivery was delivered delayed on Monday morning.
We are very sorry for the delay; we are aware of the time sensitivity of these documents and the trouble it can cause if they arrive late. This is why we put a lot of effort in our processes and customer service to avoid any delay. But at some point, we have to work with external partners, like UPS or other express couriers. And although they promise next day delivery – in some cases they fail. Also, they rarely offer weekend pickup or delivery, these are the terms we have to work with. In that case we have very little leverage and struggle to heal the trouble this delay caused. But we are very open about suggestions, how to improve and optimize our processes.
Currently you have assigned a 5-star rating, what is very good. Reading your review, you sound not entirely satisfied with our performance, you can still adapt the star-rating to a lower rating if you like.
Your 2JB team